eSIMs make travel easier, but we understand that sometimes things don’t always go as expected. If you’re new to eSIMs, we want your first experience to be positive. If something doesn’t go quite right, don’t worry — just reach out to our support team and they will guide you on what to do next.

Kindly refer to the conditions of our refund policy below:

1. You may request a refund for an eSIM Plan only under the following limited circumstances. Please check with our support team for eligibility:
   (a) If, after purchase, you are unable to download, install, or use the eSIM Plan due to a technical fault with the eSIM Profile provided by us; or 
   (b) If you have purchased an eSIM Plan but have not started using it (i.e., no data has been consumed). In this case, the eSIM plan can be wcancelled and refunded via our support channels.
2. To request a refund, you must notify our customer support team as soon as possible, but in any case: 
   (a) within 45 calendar days if there has been no attempted plan usage;or
   (b) within 15 calendar days if there has been an attempted data usage;
   whichever occurs first.
3. We will not issue a refund if:
   (a) Your device is not eSIM-compatible or is locked.
   (b) You have activated and used any amount of data from the eSIM Plan.
   (c) The request is made after the timelines as set out in paragraph 2 above.
   (d) The eSIM Plan has expired because it was not activated before the “Activate by” date.
4. Refund processing times vary. Please check with our support team on estimated processing time. To initiate a refund, please contact our Customer Experience Team at customer@you.co with the email subject ‘eSIM Refund’. Please provide your plan details (ICCID, dates and regions) along with proof of non-usage or network issues.
   Special cases and disputes: If there’s a dispute or unusual circumstance, our YourTrip support team will conduct a thorough investigation and keep you updated throughout this process.