When you can get a refund
- Unused eSIM: if your eSIM has not been installed or activated, you can request a refund within 14 days of purchase, less the cancellation fee (5% or ₪100, whichever is lower).
- Technical problems: if the eSIM doesn’t work and our support team can’t resolve the issue, we’ll refund you.
When a refund isn’t possible
- Plans that have been activated (the eSIM has connected to a network at your destination).
- Partially used plans, including leftover data at the end of a trip.
Because an eSIM is digital and can usually only be installed once, an installed eSIM can’t be returned and resold. That’s why we recommend checking your phone is compatible and unlocked before you buy.
How to request a refund
- Email us at support@onesim.travel or use the contact form.
- Include your order number (it looks like OS-7KQ2MX) and the email you used at checkout.
- If it’s a technical issue, tell us your phone model and what you see (for example, "No Service"). Screenshots help.
Approved refunds go back to your original payment method. Banks usually take 5 to 10 business days to show them.
This is a summary. The full terms are in our refund policy.
