Legal
Refund policy
In plain language
- Never installed it? Full refund, any time, two taps, no questions.
- Installed it but used under five percent? Full refund.
- Provisioning failed? Already refunded, automatically, within sixty seconds. You do not have to ask.
- Network failed you in the destination? Full refund plus a credit.
- Changed your mind partway through? Pro rata back to your wallet, which never expires.
This summary is not a replacement for the text below, but if the two ever disagree, treat the disagreement as our mistake and tell us.
Automatic refunds
If a plan fails to provision after payment, our system issues the refund itself within sixty seconds. There is no ticket to open and nothing to chase. You will see the reversal on your statement in the normal processing window for your bank.
If the price of a plan you bought falls within thirty days, the difference is credited to your wallet automatically. You do not have to notice and you do not have to ask.
Device incompatibility
We check your device before you pay and we will not sell you a plan that cannot work on it. If a check is wrong and the plan cannot install, you are refunded in full. Device incompatibility is the largest cause of refused refunds across this category and we do not think that is defensible.
What we do not refund
Data you have used. Plans bought for a country you then did not travel to are refunded to your wallet rather than to your card, because wallet balance does not expire and is therefore worth the same to you next year.
How to ask
Open the order in the app and tap Refund. Frontline agents can approve up to 200 dollars without escalation. If you are arguing with us about a refund, we have already lost more than the refund is worth.