Refund & Cancellation Policy

An eSIM is a digital product. Once your order is paid, the QR code and activation details are generated and emailed to you within minutes, and your plan is reserved with the network operator at that moment. This is why refunds depend on whether the eSIM has been installed or used, rather than on a fixed cooling-off window.

You can request a refund within 30 days of purchase. We refund the full amount, with no restocking or handling fee, if any of the following applies:

• The eSIM has not been installed and no data has been used.
• The eSIM fails to activate and our support team cannot resolve it.
• You were charged more than once for the same order.
• The plan does not work in the destination it was sold for, and the problem is on our side or the operator's.

Our plans run on local partner networks. Coverage and speed depend on that operator's infrastructure and on where you are. Slower speeds or gaps in remote areas are not on their own grounds for a refund — but if you cannot get a usable connection at all, contact us and we will investigate with the operator.

Email [email protected] or use the chat on this site, with your order number and a short description of the problem. We reply within 24 hours and, where a refund is due, issue it to your original payment method. The refund is processed within 10 days; depending on your bank, the amount usually appears within 5–10 business days.

If something is wrong with your order, please contact us first. Almost every case is resolved the same day, and it is faster for you than a bank dispute. If you do not recognise a charge from SOO eSIM, tell us immediately — we take unauthorised use seriously and will investigate straight away.