Refunds

The short version: if you haven’t installed the eSIM, you get your money back. Any time — even months after you bought it.

Everything below is the detail around that sentence. We’ve written it to be read, not to be survived.

Two different things people mean by “refund”

Most eSIM stores run these together in one paragraph. We keep them apart, because the rules are different and so are your rights.

If you’re not sure which one you’re in, write to us and describe what happened. Sorting it into the right box is our job, not yours.

“I changed my mind”

Your legal right

EU consumer law gives you 14 days to withdraw from an online purchase without giving a reason. Digital products delivered immediately have an exception: once delivery starts with your express consent, that 14-day right ends. The extra checkbox at checkout is that consent — you ask us to send the eSIM right away, and you confirm you know what it costs you.

The law would let us treat your right as spent the moment the eSIM lands in your inbox. We don’t. We treat it as spent later.

What we actually do

You can cancel and get a full refund at any time before the eSIM profile is installed on a device. Not 14 days — any time, for as long as the package is still inside its installation window (the date is on your order page).

Here’s the honest reason we can offer this. An eSIM you haven’t installed is still a line we can hand back to our supplier. The moment it’s on your phone, it’s yours and it’s gone from our side. So the fair line to draw is installation, not the calendar.

This matters more than it sounds. Travel eSIMs get bought in advance, and trips move. Buying in March for a June trip and cancelling in May should not be something you have to argue about. With most sellers, it is.

Bought the wrong country? If you haven’t installed it, that’s a refund. No argument, no restocking fee, no “goodwill”.

When it’s too late

Once the profile is installed on a device, this right is gone. That includes installing it and then deleting it — installation is the moment that counts, and deleting the profile doesn’t rewind it.

We go by the installation record our supplier keeps against your line. If you believe that record is wrong, say so and we’ll look at it with you.

How to ask

Write to us with your order number. You don’t need to give a reason, and we won’t ask for one.

If you’d rather use formal wording, this works:

I hereby give notice that I withdraw from my contract for the following order: Order number: ______ Ordered on: ______ Name: ______ Email: ______ Date: ______

Any clear statement does the same job. The wording is a convenience, not a hurdle.

“It doesn’t work”

Different situation, different rules — and installing the eSIM takes nothing away from you here.

If the eSIM doesn’t do what we said it would — it won’t install, it installs but never connects, the coverage isn’t what the destination page listed, the data runs out far short of what you bought — that’s a fault. EU rules on digital content and services give you the right to have it put right, replaced, or refunded. That right is not spent by installing the eSIM, and it doesn’t expire in 14 days.

What we ask you to try first

• Run the device checker on our site, if you haven’t. It tells you in seconds whether your phone can take an eSIM at all.
• Open the install guide for your device family. Data roaming off, or the wrong line picked for data, is the single most common cause of “it installed but there’s no signal”.
• Then write to us, with your order number and what you see on the screen.

This isn’t a queue designed to wear you down. Most “it doesn’t work” reports are one settings switch — and a replacement eSIM will not fix a phone with data roaming turned off.

What happens then

If it’s a real fault, we’ll issue you a replacement eSIM or refund you — your choice where both are possible.

If you’d already used part of the package before it failed, we refund the part you couldn’t use, not the part you did. We work that out from the data actually delivered to you, and we show you the figure.

Where we don’t refund, and why

• The package worked and you didn’t use all your data. Unused data isn’t a fault. You bought capacity, and the capacity was there.
• A day pass slowed down after its daily allowance. Those plans give you a set amount at full speed each day and a reduced speed after it — that is the plan working exactly as the product page describes it, not a fault. We print the reduced speed on the plan itself, and we never call any of them unlimited.
• Your phone can’t take an eSIM at all. Our checker tells you this before you pay, for free, without an account. If you skipped it and haven’t installed anything — you’re covered by the rule above and you get your money back. If you’ve installed it, we’ll still talk to you, but the product wasn’t the problem.
• You changed your mind after installing. That’s the first section of this page, not this one.

If we don’t deliver

Our fault, our problem — and you shouldn’t have to chase us for it.

• If your eSIM isn’t with you 15 minutes after payment, we email you and say what’s happening. Silence is the worst thing we could do here, so we don’t do it.
• If we still can’t deliver within 4 hours of your payment, we refund you in full, automatically. No ticket, no request, no waiting on us to notice.

We’d rather hand the money back than hold it against a promise we didn’t keep.

How refunds are paid

• Back to the card you paid with, in euro. That’s the only route we have — our payment processor can’t send money anywhere else, and we won’t ask you for bank details we have no business holding.
• A real person reads every refund request, and that person is the owner of this shop. We reply within 1–2 business days.
• Once we’ve issued it, it usually appears on your statement within 5–10 business days. That stretch is your bank’s timing, not ours, and we can’t shorten it.
• You’ll get a credit note by email, linked to your original invoice, for your records. We never rewrite or delete the original invoice.

Partial refunds are paid the same way, for the amount stated on the credit note.

If you’re still not happy

Write to us first. We reply within 1–2 business days. Most things get settled there.

If we can’t settle it, you can take the matter to the Latvian Consumer Rights Protection Centre (PTAC). We sell as SIA "Ragnarok Solutions", registered in Latvia, VAT LV50203000401; our full details are in the Terms.