Travel eSIM refunds before activation: the actual steps

Our refund policy has a standard 30-day discretionary window for an unused, uninstalled and unactivated eSIM. That isn’t a promise that every order qualifies automatically: the network and payment status still need verification, and promotional terms or Australian Consumer Law rights can apply separately.

If the account offers an automatic refund, it shows the amount before asking you to confirm permanent cancellation. It returns the money to the original payment method without a refund fee. “Pending” means the request is still being processed; it doesn’t mean the money has reached your account. Wait for the payment provider’s confirmation rather than submitting it again.

Multi-plan orders, top-ups, mixed payments and orders needing further network checks go to manual review. For a guest order, an inaccessible account, an exchange or unclear eligibility, contact support with the order number, purchase date, destination, travel date and the outcome you want.

Tell us whether you installed, activated or used the eSIM. If it’s already installed, keep the profile in place rather than deleting it to try to restore unused status. Installed or used orders aren’t automatically refundable, but a fault or misleading compatibility advice still needs assessment on its actual circumstances.

Describe the exact error in text, with the phone model, country and city, and the data-line, roaming or APN checks you’ve tried. Keep a cropped, redacted screenshot ready only if support asks, hiding setup credentials and full device identifiers.

The upcoming Black Friday 2026 campaign has separate terms for qualifying paid orders during 20–30 November: 365 days to request a change-of-mind refund while the profile remains uninstalled, unactivated and unused. That window doesn’t extend the selected plan’s start-by deadline. Your Australian Consumer Law rights remain unaffected by either discretionary window.