Comment me faire rembourser ?

Si le réseau t'a lâché sur place, tu es remboursé en entier et on ajoute un avoir pour le dérangement. Si le prix de ce que tu as acheté a baissé dans les trente jours, la différence est déjà revenue dans ton portefeuille.

Nos conseillers peuvent rembourser jusqu'à 200 dollars sans validation. Si tu es en train de te battre avec nous pour un remboursement, on a déjà perdu plus que ce qu'il vaut.

The four routes, and which one is yours

Refunds here are rules rather than negotiations, and two of the four need nothing from you at all. Find your situation and the answer is already decided.

• Provisioning failed: refunded automatically inside 60 seconds, to the original payment method
• Never installed, or under five percent used: one tap from the order, no conversation
• The network failed you in the destination: full refund plus a credit for the trouble
• The price dropped within thirty days: the difference is already in your wallet

Why the five percent line exists

Because it is the point at which we can tell the difference between a plan that did not work and a trip that happened. Below it, nothing meaningful was delivered and the refund is automatic. Above it you used the product, and the fair answer is a partial refund of what you did not use rather than a rule. We would rather draw that line publicly than have every agent draw it differently.

What happens after we release it

The money leaves us immediately. After that it is your bank's clock, and that is the part we cannot speed up.

• Back to your wallet: instant, and you can choose this
• Apple Pay or Google Pay: usually the same or next day
• Card: typically two to five working days, set by your issuer
• The invoice updates automatically, so your expense claim matches

What we do automatically and what needs you

We refund failed provisioning without a ticket, and Price Guard credits a price drop within thirty days without a request. What needs you is the one tap for an unused plan, and a short description for a network failure: the country, the dates, and what happened. An agent can settle up to $200 without asking anybody.

The time we got this wrong

Between September and October 2026 the automatic refund path missed 214 orders. They were charged, provisioning failed, and no refund fired. A customer reported the first on 2026-10-14. We repaid all 214 with a credit on top, and we now alert on the gap between a failure and its refund rather than trusting that the path ran. It is on the truth report, with the numbers, because the alternative is asking you to take our word for it.

What we will not refund

Three things, said plainly here rather than discovered later. Data you actually used is not refundable, because it cost us wholesale money that we cannot get back. A plan bought for a trip you cancelled is not automatically refundable once installed and used, although the balance stays in your wallet with no expiry, which usually makes the question moot. And we do not refund a phone that turned out not to support eSIM after you were told before payment that it would not, although if we got that check wrong the refund is immediate and it is our mistake.