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Unactivated eSIM orders

If your purchased eSIM has not been activated (i.e. has not connected to a local network at the destination), you can request a full refund.

Conditions:

• eSIM has not been installed and activated
• Submitted within 30 days of purchase
• Request via live chat or email

Device incompatibility

If you discover your device doesn't support eSIM after purchase:

• Verify incompatibility on the compatible devices page
• Provide device model and a screenshot showing the install issue
• After verification, eligible for full refund

Verified technical issues

If an activated eSIM completely fails due to causes not attributable to the user:

• Contact live chat for troubleshooting
• Once our technical team confirms the issue lies with the platform or carrier
• Refund or compensation is handled per policy based on actual usage

The following are not refundable:

• eSIM has been activated and used normally
• Connection issues caused by user device settings (e.g. Data Roaming not enabled)
• Purchases over 30 days old where the eSIM is installed
• Speed issues caused by local conditions (weak signal, building shielding, etc.)
• Data already used up

1. Contact support: Via live chat (chat icon in the bottom-right) or email [email protected]
2. Provide details: Order number, purchase email, refund reason, screenshots if any
3. Review: Support team will review and respond within 1-3 business days
4. Refund arrival: After approval, the refund is returned to the original payment method (typically 5-10 business days depending on payment provider)

• Unpaid orders: Auto-cancelled, no action needed
• Paid but unactivated: Can be cancelled with full refund anytime
• Activated orders: Cannot be cancelled, but eligible technical issues can be refunded

• Refund amount is based on the actual paid amount (does not include differences from used coupons or discount codes)
• Free eSIM is a free product, no refunds apply
• For Yoho Care plans, the low-speed backup connection portion is not counted toward refund reference
• In case of disputes, Yoho Mobile reserves the final interpretation right