Pagamenti e rimborsi
Cosa rimborsiamo, quando è automatico e come funzionano le fatture.
60 s
Automatic refund on a failed install
30
Days a price drop is refunded for
5%
Usage under which a refund is automatic
$200
An agent refunds without approval
Gli articoli di questa categoria
What this category covers
Everything with a number and a currency symbol on it. Two articles carry the weight: what gets refunded and how, and how to produce a document your finance team will accept.
- Refunds you can take yourself, in one tap, from the order
- Refunds we issue without being asked, and how to check one happened
- Price Guard, which credits the difference if what you bought gets cheaper within thirty days
- Invoices with the correct tax treatment, and consolidated monthly billing for business accounts
What it does not cover
Whether the product works is a different question from whether you get your money back, and mixing them slows both down. Fix first if it is fixable, refund if it is not.
- A failed install, before you ask about the money, is in Installing your eSIM
- A network that is not working is in Troubleshooting
- What a gigabyte costs is on the pricing page, linked below
- How the balance itself works is in Account, wallet and Miles
The four routes to your money back
| Situation | What you get | Who starts it |
|---|---|---|
| Provisioning failed | The full amount, back to the original payment method | We do, automatically, within 60 seconds. You do not ask. |
| Never installed, or under five percent used | The full amount | You do, in one tap from the order. No conversation. |
| The network failed you in the destination | The full amount plus a credit for the trouble | You do, and an agent settles it up to $200 without approval. |
| The price dropped within thirty days | The difference, into your wallet | We do, automatically. Price Guard watches it for you. |
Two of the four need nothing from you at all. If you are arguing with us about a refund, we have already lost more than the refund is worth.
Which article answers which question
| What you are asking | Read this |
|---|---|
| I want my money back | How do I get a refund |
| My finance team needs a document | Can I get an invoice for expenses |
| I was charged and the install failed | The install failed, in Installing your eSIM |
| What does this actually cost | The pricing page, linked below |
What to have ready before you contact support about money
A refund question answered on the first reply needs the order and the reason. Everything else we can look up, and we would rather look it up than ask you for it.
- The order number, from the confirmation email or the orders list
- Which of the four refund routes you think applies, or a plain description if you are not sure
- For a network failure, the country, the dates and roughly what happened
- For an invoice, the company name, address and tax number exactly as they must appear
The numbers behind this category
Provisioning failures refund inside 60 seconds. Unused or barely used plans, under five percent, refund in one tap. Price Guard watches thirty days. Frontline agents refund up to $200 with nobody's approval. In 2026 an automatic refund path missed 214 orders over six weeks, we found it on 2026-10-14, and every one was repaid with a credit on top.
Where the next category starts
If the underlying problem is still unfixed, Troubleshooting is the faster route, because a working connection is usually worth more to you mid trip than a refund. Come back here afterwards. The refund routes do not close because you tried to fix it first.