Refund Policy

Refund eligibility

We review every request fairly and with regard to the digital nature of the product.

• The eSIM was not delivered.
• The activation code is invalid and cannot be replaced.
• A profile defect prevents use and support cannot resolve it.
• The package becomes unavailable before issuance.
• The same order was charged twice.
• Applicable law requires a refund.

Normally not refundable

• The eSIM has been installed, activated or used.
• The device is locked, unsupported or incompatible and compatibility could be checked before purchase.
• The wrong destination, package or duration was selected.
• Travel plans changed or were cancelled.
• The profile was deleted after installation.
• The issue results from incorrect settings or previously disclosed local coverage limitations.
• The package validity period has ended.

How to request a refund

Email support@globatel.com with the order number, device, destination and issue. Support may request relevant diagnostic evidence. Contact us before installing, deleting or replacing the eSIM whenever possible.

Approved refunds return to the original payment method. Posting times depend on the bank or payment provider. Mandatory consumer protections prevail where they are more favourable.