Refund & Cancellation Policy
We want your global connection to be seamless. Because our eSIM products are digital, refund eligibility depends strictly on the activation status of your cellular profile.
1. 100% Refund Window (30 Days)
We offer a 100% refund for any eSIM plans that have not been scanned, installed, or activated on any device within 30 days of purchase. If you decide not to travel or no longer need the eSIM, simply request a refund before you scan the QR code, and we will issue a full refund back to your original source of payment (Credit/Debit Card or PayPal) or account wallet.
2. Activated & Used eSIMs
Once an eSIM profile is scanned, installed on a cellular device, or has registered data usage on our partner roaming networks, it is permanently activated and no longer eligible for refunds or cancellations. We buy and activate these cellular lines directly from global carrier networks on your behalf, and they cannot be reallocated or returned once dispatched.
3. Top-Up Recharges
Recharges and top-ups are processed instantly over-the-air and cannot be cancelled or refunded once applied to an active eSIM ICCID.
4. Device Incompatibility & Carrier Locks
It is the customer's sole responsibility to check that their device natively supports eSIM and is carrier-unlocked. If you purchased a plan but your device is incompatible or locked, you are eligible for a 100% refund only if the QR code remains completely un-scanned and uninstalled. If you have already scanned it, we cannot issue a refund.
5. Wholesaler / Technical Network Failures
If your eSIM experiences a technical fault or cannot connect to local roaming partners due to network carrier issues, please contact us immediately. If we are unable to resolve the connectivity issue after troubleshooting, we will issue a full refund or replacement eSIM.
How to request a refund:
To request a refund back to your original payment source, send an email with your order details to support@connectmeguru.com. Wallet refunds are processed instantly, while credit cards (Stripe) and PayPal original source refunds take 2-4 working days depending on bank clearance.