Six months to change your mind.

1. When you get a full refund

• Your trip is cancelled or postponed and the eSIM has never been activated.
• Your device turns out not to support eSIM, or is carrier locked, and the profile was never installed.
• A network fault on our side or our partner's side prevents the plan working at all, and support cannot fix it.
• You were charged twice for the same order, or charged after cancelling.

2. When a partial refund applies

If a network problem interrupts a plan partway through your trip, we refund the unused portion — calculated on the days or data remaining when you reported the issue. We do not deduct a handling fee.

3. When we cannot refund

• Data you have already used. Consumed data cannot be returned.
• Plans that expired naturally after their validity period ran out.
• Cases where the eSIM was deleted from the device by the customer after activation.
• Dissatisfaction with speeds in an area where the local network is known to be weak, if coverage was disclosed on the product page.

4. The six month window

You have six months from the date of purchase to raise a refund request — far longer than the statutory minimum, because travel plans change. After six months, plans are treated as expired.

5. How to request one

Write to info@paygesim.com or use live chat in your account with your order number and a short description of the problem. For technical faults, our team will usually try two or three fixes first; if none work, the refund is approved on the spot.

6. How long it takes

Approved refunds are issued to the original payment method within three working days. Your bank may take a further two to five days to show it. We email you when the refund leaves our side.

7. Chargebacks

Please talk to us before raising a chargeback. Bank disputes take weeks and freeze the account while they run; a direct refund is almost always faster.