Refund policy

When you can get a refund

You may request a full refund within 14 days of purchase, provided the eSIM has not been installed or activated. No reason is required.

You are also entitled to a full refund, at any time, if:

• the eSIM profile fails to install and we cannot resolve it;
• the plan does not work in the destination it was sold for, and the cause is not your device or its settings;
• we delivered the wrong plan;
• you were charged twice for the same order.

When you cannot

Once an eSIM profile has been installed on a device, it is consumed. It cannot be reinstalled, resold or returned to the provider, so it is no longer refundable — including any unused data remaining on it. This is the nature of the product rather than a policy we chose, and it is why we ask you to check compatibility before buying.

We also cannot refund:

• a plan bought for a phone that turns out not to support eSIM, or to be carrier-locked. Both are checkable in advance — see our compatibility page.
• slower speeds or patchy coverage in a particular spot. We sell access to local networks; we do not control them, and we never promise a speed.
• a plan that expired unused after its validity period ended.
• data you have already consumed.

Talk to us first

Most “it doesn't work” cases are a setting — the line switched off, data roaming disabled for that line, or the wrong line selected for mobile data. Contact us before requesting a refund and we will usually have you online in a few messages. If we genuinely cannot fix it, you get your money back regardless of the 14-day window.

How to request one

1. Email contact@tyigo.com with your order reference.
2. Tell us whether the eSIM was installed, and if so what happened when you tried to use it.
3. We reply within one business day and tell you plainly whether the refund is approved.

How refunds are paid

Approved refunds go back to the original payment method — we cannot refund to a different card or account. Once approved, the refund is processed within 5–10 business days. How quickly it then appears on your statement is down to your bank.

Refunds are issued in the currency you were charged in. If your bank applied a conversion at purchase, the amount you receive back can differ slightly from what you paid, because the rate will have moved. That difference is your bank's, not ours.

Chargebacks

If something has gone wrong, please contact us before raising a chargeback with your bank. A chargeback takes weeks and freezes the order while it is investigated; an email usually takes a day.

Your statutory rights

Nothing here limits any rights you have under the consumer law that applies where you live. Note that in the EU and UK, the right to withdraw from a digital purchase is normally lost once delivery has begun with your agreement — which, for an eSIM, is when you install it. Where local law gives you stronger rights than this policy, that law applies.