01At a glance
eSIM plans are digital and start delivering value the moment they connect, so refunds depend on whether the plan has been installed and used. Here is the short version:
This policy forms part of our terms of service. Nothing in it limits your statutory rights as a consumer.
02What is eligible
- Unused, uninstalled eSIMs within 30 days. If you bought a plan, have not installed the QR code on any device and ask within 30 days of purchase, we refund it in full. Changed your plans, bought the wrong destination or ordered twice? This is the case for you.
- Installed but never connected, due to a Voyzim fault. If the eSIM installed but could never connect because of a problem we or our connectivity partner caused — for example a profile that was not provisioned correctly or a destination that turned out not to be covered — we refund in full once we have verified it from partner network records. Where you would prefer, we can issue a replacement plan instead.
- Plans we cancel. If we withdraw a plan or end it for a reason that is not your fault, we refund the unused portion.
03What is not eligible
- Partially used plans. Once a plan has connected and used any data, it cannot be refunded, even if most of the allowance is left.
- Expired plans, whether or not they were used.
- Device problems. A phone that turns out to be carrier-locked, does not support eSIM, or is a model that does not work with our partner networks. Our compatibility guide shows how to check before you buy.
- Settings problems such as data roaming left off, the wrong line selected for data, or an eSIM deleted from the phone after installation.
- Slow speeds or patchy coverage in a particular place, where the partner network was otherwise available. Coverage is indicative, not guaranteed.
- Requests made more than 30 days after purchase for unused plans.
04How to request a refund
- Open the contact form and choose Billing & refunds as the topic.
- Enter your order reference. It is in your order email and under Activity in your dashboard. Requests without a reference take longer because we have to find the order by email address.
- Tell us briefly why you want the refund. For a connection fault, include your phone model, the destination, the dates you tried to connect and what you saw on screen.
- We review your request and contact you to confirm eligibility or ask for more information.
Use the email address on your account so we can verify that the request comes from the buyer.
05Processing times
Once approved, we submit the refund to the original payment method and notify you of its status. How quickly it appears depends on your bank or card issuer:
| Payment method | Typically appears |
|---|---|
| Credit or debit card | 5–10 business days |
| Apple Pay / Google Pay | 3–7 business days, via the underlying card |
| PayPal | 1–3 business days |
Refunds are made in the currency and amount you paid. We cannot cover currency conversion differences or fees charged by your bank.
06Top-ups
A top-up is applied to an existing, active eSIM as soon as it is bought, so it counts as used and is not refundable — unless it was never delivered to the eSIM because of a fault on our side, in which case we refund it or apply it again, whichever you prefer. If you top up a plan that then expires before you can use the extra data, the top-up expires with it.
07Promo codes and discounts
We refund the amount you actually paid, not the full list price. A promo code used on a refunded order is not restored unless the refund was for a fault on our side, in which case we will issue a replacement code. Free or fully discounted plans have no cash value and are replaced rather than refunded.
08Chargebacks
Please contact us before asking your bank to reverse a payment. Most problems are resolved within a couple of days, while a chargeback can take weeks and freezes the order while it is investigated.
When a chargeback is opened we suspend the related eSIM and any unused data until it is resolved, and we provide the bank with our installation and usage records. If a chargeback is raised on a plan that was used, we may decline future orders from the same account.
09Before you ask for a refund
Almost every “it doesn’t work” we see is a setting rather than a fault. Five minutes on these usually gets you online — and a plan that has connected is no longer refundable, so it is worth checking first if you plan to keep travelling.
- Is Data Roaming switched on for the Voyzim line (and only the Voyzim line)?
- Is the Voyzim line selected for mobile data rather than your home SIM?
- Is the Voyzim line turned on in your SIM settings?
- Have you tried airplane mode on and off, then a restart?
- Have you tried choosing a partner network manually under network selection?
- Does your dashboard show the plan as active with data remaining?
The iPhone and Android guides walk through each of these with the exact menu names.
10Changes and contact
We may update this policy as our plans and partners change. The version in force is the one published here on the date of your purchase. Material changes are announced by email to account holders.
Refund questions can be sent through the contact form or to [email protected].