The ten-minute guarantee
Wheels down, you switch on, and you are not online within ten minutes: message support@esimango.com. Support will fix it live. If it cannot be fixed, you get a full refund for that plan and we still help you get online another way.
Unactivated eSIMs
Trip cancelled, plans changed, bought the wrong country: if the eSIM was never activated on a network, email support with the order email address and you receive a refund to the original payment method.
Activated plans
Once a plan has been activated it has been used, and used data cannot be refunded, except under the ten-minute guarantee above or where a verified network fault on our side made the plan unusable.
Free replacement
A failed eSIM is reissued one for one, free, at any point during the trip. Replacement is the default remedy; a refund applies when replacement does not solve it.
How long it takes
Approved refunds are sent to the original payment method within 5 business days. Your bank may take a few days more to show it.