What is your refund policy for eSIMs?

We want you to feel confident when buying from Orbit Mobile. This guide explains when you can request a refund, when refunds are not available, and what alternatives we can offer — updated to reflect our latest customer-first policy.

Key Points to Know

• Refund requests should be made within 90 days of purchase or any time before activation while your plan remains valid.

• Your eSIM plan is valid for 12 months from the date of purchase — perfect if you’re buying for a future trip.

• Once an eSIM is installed or used, refunds are limited and assessed on a case-by-case basis.

• If your plan was purchased with a discount, any refund is capped at the amount you actually paid (not the pre-discount price).

✅ When You Can Get a Refund

• No usage (within 90 days or before activation): If you purchased a plan but haven’t activated or used it, you can request a full refund.

• Incorrect plan purchase: If you accidentally bought the wrong plan and haven’t used it, we can exchange it for the correct one.

• Technical issues (our fault): If you cannot install or use your eSIM due to a confirmed Orbit Mobile error, we will provide a refund or replacement.

• Service or coverage issues: If your plan doesn’t perform as expected, we’ll review your case. We can transfer your plan, offer an alternative, or refund your purchase — whichever is fairest for you.

⚖️ Partial Refunds

• If you have used 0–10% of your plan, we may provide a full or near-full refund.

• If you have used 10–30%, we may issue a partial refund based on the data remaining.

• If you have used over 30%, refunds are not available.

❌ When Refunds Are Not Available

• Requests made after the plan’s validity period ends (12 months from purchase).

• The eSIM has been installed and significantly used (over 30%).

• There is evidence of misuse or abuse of Orbit Mobile services.

  Victim of card fraud or unauthorised payment? Please contact us — we’ll support you and handle these cases fairly (we typically refund the cardholder and work with the payment provider).

⚠️ Important Reminders

• Check that your device is eSIM-compatible and unlocked before purchasing. If you’re unsure, our team can help you confirm.

• Refunds are returned to your original payment method (Stripe, Apple Pay, or Google Pay).

• Every refund, exchange, or credit request is reviewed individually in line with our Terms of Use — always fairly, and with customer experience in mind.

To request a refund, contact us at support@orbitmobile.com with your order number and a brief reason for the request.

We aim to be fair, flexible, and transparent. If you’re unsure whether you’re entitled to a refund, please reach out to our team and we’ll review your case individually.