Refund policy

1. Scope

This policy applies to eSIM data plans and eSIM number plans purchased from Zaobeta. Plan availability, coverage, validity, activation conditions and included services vary by destination and provider. Please review your plan details before placing an order.

2. Activation & eligibility

If your plan has not been activated, you may contact us to request a refund. We will check the order, activation status and applicable plan conditions before confirming eligibility.

Once an eSIM has been activated, it is not refundable, subject to your rights under applicable law. Activation may occur when the eSIM is installed, when it first connects to a supported network, or according to the plan’s stated conditions. Installation and activation are not always the same: check your plan details.

3. Refund fees

For an eligible refund, applicable payment processing and other transaction fees may be deducted where permitted by law. The fee and the net amount to be returned will be explained before the refund is processed. Fees will not be deducted where prohibited by applicable law.

4. Service issues & failed orders

If an order is not delivered or a plan does not work because of a service or provisioning issue, contact support with your order details. We may ask for troubleshooting information and, where appropriate, work with the provider to investigate.

Depending on the circumstances and applicable law, a resolution may include correcting the issue, a replacement, or a refund. Do not delete an installed eSIM while an issue is being investigated unless support asks you to do so.

5. Other conditions

Refund eligibility depends on the order and its activation status. A change of travel plans, purchasing the wrong destination or plan, device incompatibility, carrier lock, or a failure to check plan requirements does not make an activated plan refundable, subject to applicable law. Network availability and coverage can vary by location and device.

6. How to request a refund

1. Contact our support team as soon as possible and explain the reason for your request.
2. Include your order number, account email, destination and plan name. For technical issues, include your device model and a description of the problem.
3. We will review the order and activation status and tell you the outcome, any applicable fee and the next steps.

Never share your password or one-time verification codes. Share eSIM details only with official support when needed for the investigation.

7. Processing refunds

Approved refunds will be returned through the original payment method where possible; if that is not available, support will explain the available option before processing. The time for funds to appear depends on the payment provider and financial institution. We will provide the applicable processing information when your request is reviewed.

8. Your legal rights

Nothing in this policy limits rights or remedies that cannot be excluded under applicable consumer protection laws. Where the law requires a different remedy, refund or fee treatment, those legal requirements apply.

We may update this policy as our services or legal requirements change. The version displayed on this page applies subject to applicable law and the terms of your purchase.