Refund policy

Last updated 15 November 2026. Sim Kingz, Darwin, NT.

The short version

Changed your mind? No refunds for change of mind, whether or not the eSIM is installed.
Not working? Tell us within 30 days of purchase. We’ll fix it, replace it, or refund it to the card you paid with. That’s our job, and it’s the law.

No change-of-mind refunds

Please choose carefully. We don’t give refunds if you simply change your mind, whether or not you’ve installed the eSIM, including if:

your trip is cancelled, changed or shortened
you bought the wrong plan or destination
your phone isn’t eSIM-compatible or is carrier-locked (you confirmed this at checkout)
you deleted the eSIM from your phone
you used all your data, or the plan expired
you used the plan outside its listed countries
you found a cheaper deal elsewhere

If you run out of data, you can top up most plans instead of buying a new one.

If your eSIM doesn’t work

If your eSIM won’t install or won’t connect in the destination, here’s what happens:

Fix it. Try the steps in our help section, or use the chat on the site. Most problems are a phone setting and take two minutes.
Still stuck? Send us the help form. We’ll check your eSIM with the network and work through it with you.
Replace or refund. If the problem is on our side or the network’s, and we can’t fix it within a reasonable time, we’ll give you a replacement eSIM or a refund. If the failure is major, you choose which.

If only part of your plan worked (for example it stopped mid-trip because of a network fault), we’ll fix it, top it up, or refund the part you couldn’t use.

Please raise any fault claim within 30 days of purchase, and as soon as you notice a problem, ideally while you’re still at your destination. We can only test the connection while the plan is active. This timeframe helps us investigate quickly. It doesn’t limit your rights under the Australian Consumer Law.

How refunds are paid

Approved refunds go only back to the card you originally paid with, usually within 5–10 business days. We can’t refund to a different card, account or payment method, or as cash or credit.

Please talk to us before your bank

If something’s wrong, contact us first through the help form. We’ll sort it out faster than a bank dispute can. If a dispute is raised, we’ll give the bank our records, including your order, the terms you agreed to, and your eSIM install and data-usage records.

Your rights under Australian Consumer Law

Our goods and services come with guarantees that can’t be excluded under the Australian Consumer Law. For a major failure with the service, you’re entitled to cancel and get a refund, or compensation for any drop in value. You’re also entitled to be compensated for any other reasonably foreseeable loss or damage. If a failure isn’t major, you’re entitled to have it fixed in a reasonable time. Nothing in this policy limits those rights.