The short version
| Situation | What you get back | Where it goes |
|---|---|---|
| Unused credit in your trip budget | The unused amount, on request | The card you paid with |
| The network refuses an eSIM during a run | That eSIM's full price, automatically, at once | Your trip budget |
| A run is interrupted before the network confirms an order | That eSIM's full price, automatically | Your trip budget |
| An issued eSIM cannot be installed through no fault of the traveller | That eSIM's full price, after we check | Your trip budget |
| An issued eSIM nobody has installed, cancelled by you on the traveller's page | That eSIM's full price, at once, once the network confirms it was never downloaded | Your trip budget |
| An issued eSIM that works and has been installed or used | Nothing | Not applicable |
| Coordinator booking cancelled by you | Full, half or nothing, depending on timing | Your trip budget |
| Coordinator booking cancelled by us or the coordinator | The full price | Your trip budget |
Refunds of unused trip budget
Your trip budget is a prepaid balance. You can ask for any unused part of a payment back. Write to us on the contact form, giving your account email address, and say how much you want refunded. We refund within 14 days of your request.
- Within 12 months of the payment, we refund to the Visa or Mastercard you paid with.
- After 12 months, some cards can no longer receive a refund. Write to us on the contact form and we will arrange it with you, still to a card in your name.
- We refund in the currency you paid in, to the card you paid with, at one euro per unused credit converted at that day's rate. Any difference your bank applies for currency conversion is outside our control.
- We never refund to a different person, and we do not refund by bank transfer or in cash.
eSIMs and the 14-day right to withdraw
If you are a consumer in the EU, you normally have 14 days to withdraw from an online purchase. An eSIM is digital content that we supply the moment you confirm a run. On the generate screen you ask us to issue the eSIMs straight away and you acknowledge that, for each eSIM, the right to withdraw ends once it is issued.
We still let you undo an eSIM nobody has installed. On the traveller's page in the trip roster, Cancel eSIM asks the network whether the eSIM has been downloaded; if it has not, and the network accepts the cancellation, its full price goes back into your trip budget at once and appears as a credit back in your statement. See the cancellation policy.
Once an eSIM has been downloaded to a phone, installed or used, we do not refund it because plans changed, a traveller dropped out or the trip was cancelled. Before you generate, check that the roster is final and that each traveller's phone supports eSIM. Removing a traveller from a roster does not by itself refund their eSIM.
Unused trip budget is different: it has not been turned into an eSIM, so you can have it back as described above.
When the network refuses an eSIM
During a run we charge one eSIM at a time, just before ordering it. If the mobile network operator that supplies the eSIM profiles refuses that order, we put the full price back into your trip budget immediately and without you asking. The traveller stays on the roster without an eSIM, and the end of the run lists them as "credited back", so you can include them in the next run.
If a run is interrupted, for example because the connection drops, we check with the network whether the order exists. If it does not, we return the price to your trip budget. If it does, we complete the eSIM instead, because the network has already charged for it. Either way you are never charged twice for the same traveller.
When an issued eSIM will not install
If a traveller cannot install an eSIM for a reason that is not their fault or their phone's, for example the QR code is rejected on a supported, unlocked phone, we will make it right.
- Write to us on the contact form within 14 days of the eSIM being issued. Give the trip, the traveller's name, the phone model and the error they saw. A screenshot helps.
- We check the eSIM's state with the network, which usually takes up to three working days.
- If the eSIM has not been installed and the fault is not with the phone or how it was used, we credit the full price back to your trip budget and tell you. You can then issue that traveller a new eSIM.
We cannot refund an eSIM that has already been installed or used, or one that failed because the phone does not support eSIM, is locked to another network, or the traveller deleted it. Your rights as a consumer under the law where you live are not affected by this section.
Coordinator bookings
When you cancel a coordinator booking in the console, the screen shows you exactly what you will get back before you confirm. The amount follows these rules:
| When you cancel | Refund |
|---|---|
| Before the coordinator desk has confirmed the booking | The full price |
| 48 hours or more before the slot starts | The full price |
| Between 24 and 48 hours before the slot starts | Half the price |
| Less than 24 hours before the slot starts | Nothing |
If we or the coordinator cancel a booking, you get the full price back whatever the timing. Booking refunds go into your trip budget straight away and appear in your ledger. From there you can use them, or ask for unused credit back to your card.
More on cancelling bookings and closing an account is in the cancellation policy.
How to ask, and what happens next
Write to us on the contact form, giving the email address on your account. Automatic credit backs need no request. For everything else, we confirm receipt within two working days and tell you the outcome in writing. A card refund can take a further five to ten working days to appear on your statement, depending on your bank.
If you disagree with our decision, write again on the contact form, quoting the first message, and ask for a second review. If we still cannot agree, you can contact the consumer protection authority in the country where you live. Our terms explain the law that applies.