Refund policy

Last updated October 21, 2026

If your eSIM can’t be installed or your plan won’t work, we refund it. Here is how that works.

When we can refund

We refund your plan in full when:

You can’t install your eSIM or get your plan working after following our install and settings guides.
Your plan hasn’t started yet and you no longer need it.

Once a plan has started and is working, it can’t be changed or refunded. [Editorial placeholder: confirm whether partly used plans or unused data are ever refunded.]

Where refunds go

We confirm where your refund will be sent and when to expect it when we reply to your request. [Editorial placeholder: confirm whether refunds return to the original payment method or the Orbit wallet, and the usual processing time.]

How to ask

Start a chat or send us a message from the contact page with your order number and what went wrong. We may not be able to answer straight away, but we make sure every request is processed.

Signed in? You can also request a refund from an order in your account.