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Refund and cancellation policy

Effective date: 22 October 2026

You can ask for a refund for an eSIM you have not installed, within 28 days of purchase. Once it is installed, or after 28 days, it can no longer be refunded.

1. When you get a full refund

  • Not installed, within 28 days: the eSIM has not been installed on any phone and you ask within 28 days of purchase. This applies to every plan, including eSIM with a number.
  • We could not issue it: if your eSIM could not be issued after payment, the amount reserved on your card is released automatically. You are never charged.
  • A gift nobody claimed: as long as the gift has not been claimed, and within 28 days of purchase, you can ask for a refund.

2. When we cannot refund

  • More than 28 days have passed since the purchase.
  • The eSIM has been installed on a phone, even if you used little or no data.
  • Top-ups added to an eSIM that has been installed.

If your installed eSIM does not connect, write to us: most problems are a phone setting, and support can fix them.

3. How to ask

Write to [email protected] from the email address you used for the purchase. Tell us which eSIM it is (the destination and the date you bought it) and why you want a refund.

Please do not install the eSIM while we review your request. An installed eSIM can no longer be refunded.

4. What happens next

We review your request and reply by email within 7 days. If it is approved, the eSIM is switched off and the money goes back to the card you paid with. Your bank usually shows it within 5 to 10 business days.

5. Cancellation

All NoRoaming plans are prepaid and paid once. There are no subscriptions and nothing renews, so there is nothing to cancel after you buy. To stop using an eSIM, simply remove it from your phone. Unused data or days on an installed eSIM are not paid back.

6. Delivery

Your eSIM is a digital product. It is delivered right after payment: it appears under My eSIMs on this site and in the NoRoaming app, and we email you the QR code and the installation details. If it cannot be issued, the amount reserved on your card is released and you are not charged.

7. Payment disputes

If something is wrong with a payment, please write to us before you contact your bank. We reply within 7 days and refund every payment that qualifies under this policy.

8. Contact

Email: [email protected]

eGalactic e.U., Alxingergasse 105/39, 1100 Vienna, Austria · FN 472528w · VAT ID ATU72268002

9. Your rights

This policy does not limit the rights you have as a consumer under the law that applies to you.