Refund Policy
Fair refunds when an eSIM can't be made to work.
Because connectivity is consumed in real time, refunds follow clear rules. Here is exactly when a plan qualifies, when it doesn't, and how to request one.
Last updated: 4 June 2026
1. The 30-day request window
You can request a refund within 30 days of your purchase. Requests made after this window has closed cannot be considered. Because mobile data is consumed in real time, a plan must also still be unused to qualify (see below).
Eligible for a refund
- The eSIM is technically unusable in a supported destination and our support team cannot resolve the issue within around 10 days of you reporting it.
- A verified provisioning or activation fault on our side prevents the eSIM from installing or connecting.
- You request the refund within 30 days of purchase and the data allowance is unused.
Not eligible
- Data that has already been used, in full or in part.
- Plans whose validity period has already expired.
- Accidental purchase of an eSIM that is working correctly.
- Change of mind after the eSIM has been activated or used.
- Issues caused by an incompatible, locked, or modified device (please check compatibility before buying).
- Trip cancellations or changes of travel plans unrelated to the eSIM itself.
2. We try to fix it first
Most activation problems are quick to solve. Before a refund is issued, our support team will work with you to get the eSIM connected — this often means checking installation, data-roaming settings, and network selection. If we cannot resolve a genuine technical fault within around 10 days of you reporting it, the plan becomes eligible for a refund under the rules above.
Our troubleshooting guide resolves many issues in minutes.
3. How to request a refund
You can request a refund in two ways:
- In the app — open the order from your purchase history and choose Request a refund, then describe the issue.
- By email — contact clicksupport@click-mobile.com with your account email and order reference.
4. Processing time
Once a refund is approved, we process it back to your original payment method through Stripe. It typically appears within 5–10 business days, depending on your bank or card issuer. We will confirm by email when the refund has been issued.
5. Your statutory rights
This policy applies alongside, and does not limit, any refund or cancellation rights you have under the consumer law of your country. Where local law gives you stronger protections, those apply.
6. Need help?
Not sure whether your plan qualifies? Email clicksupport@click-mobile.com and we will take a look.
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