Refund Policy

We would rather refund a plan you cannot use than argue about it. This policy says exactly when you get your money back and how.

It forms part of our Terms of Service. Nothing here removes a consumer-protection right you have where you live.

The short version

• An eSIM you never installed and never used: full refund, for 180 days after purchase.
• An eSIM that has connected to a network: no refund, because the plan has started and we have paid for it.
• A plan that does not work and we cannot fix: full refund, whatever the state of it.
• Refunds go back to your ThirdSIM wallet, immediately and always — never to the card, bank or mobile wallet you paid from.
• Wallet credit itself cannot be refunded to cash.

Travel eSIM data plans

Full refund

You get the full amount back if:

• you never installed the eSIM, or you installed it and removed it without it ever connecting to a network, and you ask within 180 days of purchase. The eSIM must be uninstalled from your device so nobody can use it afterwards;
• the eSIM could not be delivered, or the profile we sent you was invalid;
• the plan never worked in the covered area and our support could not get it working;
• you were charged twice for the same order, or charged for something you did not buy;
• we cancelled your order.

Partial refund

Where a plan worked for part of its life and then failed because of a fault on our side or our provider’s, we refund the unused part, calculated on days remaining. We do this case by case — open a ticket and we will show you the working.

No refund

• The plan has connected to a network and is running. Validity starts on first connection, and from that moment the plan is in use whether or not you use the data.
• You used the data and it ran out sooner than you expected. Top up instead; a top-up adds data and days.
• Your phone is not eSIM-capable, or is carrier-locked, and you bought anyway. Check the device list before buying — we say clearly on every plan page what is needed.
• You deleted the eSIM profile from your phone after it had already activated. A profile usually cannot be reinstalled.
• The local network was slow or congested, or a specific service was blocked by the country you were in. We cannot change local network conditions or local law.
• You bought the wrong country and the eSIM has already connected. If it has not connected, the 180-day rule above applies.

Top-ups

A top-up follows the plan it was added to. If the top-up has not been applied, it is fully refundable. Once it is applied to a live eSIM, it is in use and is not refundable.

Phone numbers

• The current month is not refundable once the number has been allocated to you, because we have already paid the carrier for it.
• If we cannot deliver the number you paid for, you get a full refund.
• If a number is unusable through a fault on our side, we refund the month.
• Calls and messages already sent are not refundable. A message the carrier rejected is refunded automatically, without you asking.
• Cancelling a number stops the next renewal. It does not refund the current month.

See the Virtual Numbers Policy for what happens when a renewal fails.

Wallet credit

• Wallet credit is prepaid and cannot be withdrawn to cash or to a bank account. This is true of credit you added yourself, credit we refunded to you, and credit from a promotion or a referral.
• Credit you added yourself can be sent to another ThirdSIM account with the in-app send feature, within the limits shown in the app.
• Promotional, referral and goodwill credit cannot be sent.
• If a top-up to your wallet failed at the payment gateway but the money left your account, tell us the reference and we will trace it with the provider.

Things we will reverse

We may reverse credit and refuse a refund where an order was obtained by fraud, by a chargeback that was later found to be invalid, or through abuse of a referral or promotion.

How to ask

1. Open a ticket in the app, on the site under Help, or email support@thirdsim.com.
2. Give us the order reference (it looks like TS-48192) and tell us what happened.
3. If the claim is about an uninstalled eSIM, remove the profile from your phone first, and tell us you have.

We answer within two working days, usually faster. An approved refund is credited to your ThirdSIM wallet immediately — that is the only place we can send one. We cannot reverse a payment back to the card, bank or mobile wallet you topped up from, so a refund always leaves you with credit to spend rather than money returned to your bank.

If you are not happy with our decision, reply on the same ticket and ask for it to be reviewed. Our complaints process is in the Terms of Service.