Refund Policy

The rule in one paragraph

If we take your money and fail to deliver a working eSIM, you get every cent back automatically, without asking. If we deliver the eSIM you paid for, the sale is final. An activation code cannot be recalled once it exists, so there is nothing to return.

Always refunded, automatically

You do not need to contact us for any of these. Our system detects the failure, refunds the payment in full, and tells you.

• Provisioning failed. We charged you, then could not obtain an eSIM profile from our supplier.
• We charged you but no eSIM was ever issued to your account.
• We charged you twice for the same order because of a technical fault.
• We cancelled your order ourselves, for fraud review or any other reason.
• The plan was listed at an obviously incorrect price and we cancelled rather than honour it.

Not refundable

Once the QR code and activation code are in your account, the plan has been delivered. From that moment the following are not grounds for a refund.

Your device is not compatible

The device does not support eSIM, is carrier locked, or is a region variant that blocks eSIM. Checking this is your responsibility before you buy, and the app includes a compatibility guide to help.

You changed your mind, or your trip changed

A cancelled, shortened or rescheduled trip does not entitle you to a refund on a delivered plan.

You did not use the data

Unused data has no cash value and is not refundable, whether you used none of it or half of it.

The plan expired

Validity runs continuously once the plan activates, including days you did not use it. An expired plan cannot be refunded, extended or reactivated.

Coverage or speed disappointed you

We resell capacity on third party carrier networks and cannot guarantee speed or coverage at a specific place and time. See the Terms for what we can and cannot promise.

You bought the wrong plan

Wrong country, wrong size, wrong dates. Check the plan page before confirming, since it is the authoritative description of what you are buying.

You deleted the eSIM from your device

Deleting an installed profile is permanent and cannot be undone by us or by the carrier.

A service blocked you for using a foreign IP

Some banking, streaming and government services restrict foreign addresses. That is their decision, not a fault in the plan.

The account was suspended for breach

Where we cancel a plan because of a breach of the Terms or the Acceptable Use Policy, no refund is due.

When we may still help

The rules above are the policy. They are not a wall. If something has genuinely gone wrong, write to esim@innovage.io and tell us what happened, and a person will read it.

We regularly investigate and, where the facts support it, resolve cases at our discretion where the eSIM was never installed and never activated, where a carrier level outage affected a destination for a sustained period, where our own plan description was wrong or misleading, or where a support failure on our side made a problem worse than it needed to be.

Any resolution offered in those circumstances is a goodwill gesture decided case by case. It is not an entitlement, it does not set a precedent, and it does not change this policy. We say this plainly rather than implying a right we have not granted.

How to request a refund

Email esim@innovage.io from the address on your account, and include your order number, which is on the order screen in the app, plus a short description of the problem and any screenshot that shows it. That is enough for us to find everything else.

We aim to respond within 24 hours. Where a refund is approved we issue it to the original payment method, because we cannot send it anywhere else. Your bank then takes its own time, typically five to ten business days, and that part is outside our control.

Please talk to us before your bank

We contest disputes that we believe are unfounded, using the delivery evidence we hold, including the time the activation code was issued and the usage recorded against the profile. Where a dispute is genuinely our fault we concede it immediately and apologise.

Almost every dispute we have seen would have been solved faster by an email. Try us first.

Your statutory rights

This policy does not limit any right you have under consumer protection law where you live. Where such a law gives you a refund or cancellation right that this policy does not, that law applies.

If you are a consumer in the European Union or the United Kingdom, digital content supplied immediately at your request loses the 14 day right of withdrawal. By asking us to deliver your eSIM straight away you consent to immediate performance and acknowledge losing that right once the eSIM is delivered. If we have not yet delivered the eSIM, the withdrawal right is intact and you can cancel for a full refund.