If it does not work, you do not pay for it

Ordering is not live yet, so nothing here is in force against an existing purchase. It is published in advance because a refund policy you can only find after paying is not a policy, it is a trap. This policy forms part of our terms of service.

What we refund in full

• An eSIM you never installed. If the profile has not been downloaded to a device, ask any time within six months of purchase and you get the whole amount back. No reason required — a cancelled trip is reason enough.
• An eSIM that will not install. If the profile fails to download or activate on a compatible, unlocked device and our support cannot fix it with you, the order is refunded.
• An eSIM that will not connect. If you arrive and the line cannot register on a network at your destination, and we cannot resolve it, you get your money back — even though the eSIM has technically been delivered.
• A device that turns out to be incompatible. Provided the profile is unused, a phone without eSIM support or with a carrier lock is a full refund. Please run the free check first; but if you did not, we are not going to punish you for it.
• A duplicate or mistaken order. Bought twice, or bought the wrong destination? Tell us before you install and it is refunded or swapped, whichever you prefer.
• Anything we got wrong. A plan that did not match its description, a network we named that turned out not to carry you, a coverage claim that did not hold. Our error, our refund.

Where a partial refund applies

If a plan worked for part of your trip and then failed through a fault on our side or the partner network's, we refund the unused portion pro rata. We work it out from the days and data you actually got, we round it in your favour, and we tell you the arithmetic rather than announcing a number.

What we cannot refund

Short list, and each item is here for a reason rather than as a hedge:

• Data you have already used. Once the allowance is consumed, the plan has done its job.
• A plan that expired after working normally. Validity is stated before you buy, and it starts on first connection at your destination, not at purchase.
• Speeds or coverage set by the local network. We are a reseller. Where a host network is slow, congested or patchy in a particular valley, that is the network you would have got from any provider reselling it. If coverage was materially different from what our page told you, that is our error and the item above applies.
• A profile installed on a device you then changed. An eSIM cannot be moved between phones; a fresh profile is a fresh purchase.
• Refusing to troubleshoot. Roughly nine failed activations in ten are data roaming left off, mobile data pointed at the wrong line, or a mistyped APN — each fixable in under a minute. We will ask you to try those before we conclude an eSIM is faulty. We will not ask you to try them for three days while you are abroad without data.

Your statutory rights

Because an eSIM is digital content delivered immediately, consumers in the European Union and the United Kingdom waive the standard 14-day right of withdrawal at the point of purchase — the mechanics are in section 5 of our terms. Everything on this page is offered on top of that waiver, not instead of your legal rights: if a plan is faulty, not as described, or not fit for purpose, your consumer law remedies apply in full and nothing here limits them.

How to ask

Email support@travelnet.world with:

• your order reference, from the order email;
• which destination and plan;
• what happened, in one or two lines — and a screenshot if a phone showed you an error.

We reply within one working day. Where we need to check something with the network it can take longer, and we will tell you that rather than going quiet. Approved refunds go back to the original payment method, and typically appear within five to ten business days depending on your bank.

If you think we have got a decision wrong, say so in reply. A second person looks at it. Please come to us before raising a chargeback — a chargeback locks the order while your bank investigates, which is slower for you than an email to us.

Changes

The policy in force for your order is the one published when you bought it. If we change this page, the date at the top changes with it.