Refund policy
Soar eSIM sells digital travel eSIMs. Here's exactly what we can and can't refund, in plain English.
Not installed? Full refund, no questions.
If you haven't installed your eSIM yet (the QR code hasn't been scanned), email us and we'll refund it in full. No reason needed.
Installed but not working?
Email us first. We'll troubleshoot with you, since most issues are fixed in a few minutes (data roaming switched off, the wrong line set for mobile data, or a phone that needs a restart). If we still can't get you connected, we'll look at a refund case by case. We can't guarantee a refund once an eSIM has been installed, but we'll always be fair.
Please include your order number, your phone model and a screenshot of any error message.
Good to know before you buy
- Activate within 180 days. Your eSIM must be activated within 180 days of purchase. Once it first connects at your destination, the plan runs for its stated number of days. Top-ups extend it.
- One phone per eSIM. Once activated, an eSIM can't be moved to a different phone.
- Don't delete your eSIM. If it's deleted while the plan is still active, it can usually be reinstalled from the same QR code, but keep it on your phone until your trip is over.
- Check your phone first. Your phone must support eSIM and be carrier-unlocked. Check if your phone works.
What we can't refund
- eSIMs that are installed and working, including partly used data.
- Plans whose data is used up or whose validity has ended.
- Unused eSIMs older than 180 days from purchase (they can no longer be activated).
How refunds are paid
Approved refunds go back to your original payment method. How long it takes to show up depends on your bank.