Refund policy

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Our promise

We want you to be happy with your TravelSimply eSIM. If something's not working as expected, email us at hello@travelsimply.co and we'll genuinely try to sort it.

When refunds are available

You're entitled to a full refund in the following situations:

  • Your eSIM doesn't activate — and our support team can't get it working within 24 hours of you reporting the issue.
  • The eSIM stops working through no fault of yours — for example, network outage on the carrier's end, or technical issues we can verify.
  • You ordered the wrong destination by mistake — provided you haven't installed the eSIM yet (an installed eSIM has been activated and consumed).
  • Australian Consumer Law guarantees apply — if our service fails to meet a consumer guarantee under Australian Consumer Law, you're entitled to a refund or replacement.

When refunds aren't available

  • The eSIM has been installed (the QR code has been scanned and the eSIM activated on your device). Once activated, the data plan is consumed even if you haven't used it.
  • You've changed your mind after a successful installation.
  • The fault is with your device (incompatible model, hardware-locked phone, eSIM disabled at the carrier level).
  • You've used a portion of the data and want a partial refund — full data plans are non-divisible.
  • More than 30 days have passed since the original purchase date.

How to request a refund

Email hello@travelsimply.co with:

  1. Your order number
  2. The eSIM ICCID (find it in your order confirmation email)
  3. A description of the issue
  4. Any screenshots that help explain what's happening

We aim to respond within 24 hours and resolve issues within 3 business days.

How refunds are processed

Approved refunds are returned to your original payment method (the card or PayPal account you paid with). It typically takes 3-10 business days to appear in your account, depending on your bank.

Top-ups

Top-up purchases follow the same refund policy as new eSIMs — full refund if the top-up failed to apply, no refund if successfully applied to your eSIM.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights you have under Australian Consumer Law. If you're entitled to a refund, replacement, or repair under those laws, you're entitled to it regardless of what this policy says.

Contact us

Email hello@travelsimply.co — we read every message.