Refund and cancellation policy

Version 2.0 · 22 October 2026

You can ask for a refund for an eSIM you haven't installed, within 28 days of purchase. After that, or once it's installed, it can't be refunded.

1. When you get a full refund

Not installed, within 28 days: the eSIM has not been installed on any phone and you ask within 28 days of purchase. This applies to every plan: data, no expiry, Unlimited and eSIM + Number.
We could not issue it: if your eSIM could not be issued after payment, the amount reserved on your card is released automatically. You are never charged.
A gift nobody claimed: until the gift is claimed, and within 28 days of purchase, you can ask for a refund instead of waiting for it to come back.

2. When we cannot refund

More than 28 days have passed since the purchase.
The eSIM has been installed on a phone, even if you used little or no data.
Top-ups added to an eSIM that has been installed.

If your installed eSIM does not connect, write to us: most problems are a phone setting and support fixes them.

3. How to ask

Open My eSIMs and choose the eSIM. While it can be refunded, it shows Refundable until and the date.
Tap Request a refund and tell us why.
Please do not install the eSIM while we review it. An installed eSIM can no longer be refunded.

No account access? Write to kontakt@egalactic.com with your order number.

4. What happens next

We review your request and reply within 7 days, by email and in your account. If it is approved, the eSIM is switched off and the money goes back to the card you paid with. Your bank usually shows it within 5 to 10 business days.

You can see the status under Purchases & invoices, where a credit note replaces the invoice.

5. Cancellation

All NoRoaming plans are prepaid and paid once. There are no subscriptions and nothing renews, so there is nothing to cancel after you buy. To stop using an eSIM, simply remove it from your phone. Unused data or days on an installed eSIM are not paid back.

6. Delivery

Your eSIM is a digital product. It is delivered right after payment: it appears in My eSIMs on this site and in the app, and we email you the QR code and the installation details. If it cannot be issued, the amount reserved on your card is released and you are not charged.

7. Payment disputes

If something is wrong with a payment, please write to us before you contact your bank. We reply within 7 days and refund every payment that qualifies under this policy.

8. Contact

Email: kontakt@egalactic.com, or Help & requests in your account.

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9. Your rights

This policy does not limit your statutory rights, including your right of withdrawal described in our Terms of service.