Refund policy

Last updated: 2026-10-24

An eSIM is a digital product delivered immediately, so refund eligibility depends on the state of the eSIM. This policy follows our eSIM providers' arrangements and forms part of the terms of use.

1. When you can get a refund

• We can't deliver the eSIM after you pay (for example, it is out of stock). We refund in full automatically.
• The eSIM has not been installed, activated or used, and is still within the supplier's refund period. Approval is subject to the supplier's confirmation, so please contact us as soon as possible.
• The eSIM has a technical fault that neither we nor the supplier can fix. Tell us as soon as possible within the validity period, with your order email, phone model and screenshots. We will first try to fix it, and process a refund only once it can't be fixed.

2. When a refund isn't available

• The eSIM has been installed, activated, or any data has been used.
• It doesn't work because the phone doesn't support eSIM, is carrier-locked, has data roaming off, or wasn't set up as the plan details describe (for example the APN).
• The service doesn't work or is suspended because identity registration or verification required at the destination was not completed.
• It expired because it wasn't activated in time, or its validity has ended.
• You changed your trip, or bought the wrong plan or destination.
• You entered an incorrect email address or other details, or the email went to spam or was intercepted.
• Local coverage or speed was below your expectations but the eSIM itself works.
• The data has been used up, or the supplier restricted the eSIM for breaching its fair-use rules.
• The eSIM was deleted or the QR code has already been used.

3. Refund fees

The supplier may charge a fee on refunds. If a fee applies, we will tell you the exact amount before we process it so you can decide whether to continue. Orders we can't deliver and refund in full carry no fee.

Refunds go back in the currency and amount you paid. We can't refund fees or exchange-rate margins charged by your card issuer.

4. How to ask

Use the contact form or email support@farpocket.com with your order email, the plan, your phone model and a description of the problem. We reply as soon as we can, usually within 3 working days, and may ask for more information. Approved refunds go back to the original payment method. After that, how long it takes to show depends on your card issuer, usually 5 to 10 working days.

5. Please contact us first

If you disagree with a refund decision, please contact us so we can follow up. Disputing a payment with your bank or card issuer before contacting us may delay resolution.

6. Your consumer rights

This policy does not affect any mandatory consumer rights you have where you live. If you buy in the EU or UK and ask for immediate delivery of digital content, you agree to give up the 14-day right of withdrawal once the eSIM is delivered, because the service has started.