eSIM TravelZeed cancellation, usage and refund policy

Please read these conditions before ordering. If you have a problem with your eSIM, contact our team right away.

1. Refundable cases

We will refund your order if any one of the following applies:

The SIM has a problem that cannot be fixed within 2 hoursIf the eSIM cannot be activated, contact our team with a screenshot of your settings screen and the ICCID number. If our team cannot fix the problem or replace the SIM within 2 hours (counted from when an agent accepts the case during business hours), we will refund you right away. No more than 200 MB of data may have been used, as recorded by the provider's system.
Accidental duplicate orderThe same plan was ordered more than once. The SIM to be refunded must not have been scanned or activated.
Change of travel plans / wrong plan selectedTravel dates postponed, destination changed, trip cancelled, or the wrong plan chosen by the customer. The refund must be requested before the eSIM is scanned or activated.
Phone does not support eSIM or is network-locked (SIM Lock)You later find that the phone cannot use eSIM or is locked to a carrier contract. You must notify our team before travelling or before activation.
An error by our system or companyWrong destination or number of days delivered, a mismatched QR code, a duplicate charge or a payment system failure.
Plan details do not match the descriptionKey details differ from what was stated before purchase and cannot be corrected.

FeesFor refunds requested for personal reasons (e.g. change of travel plans, wrong purchase, locked phone), we reserve the right to deduct actual fees (e.g. bank or payment system fees).
When to notify usIf you have a problem, please notify us immediately or within 24 hours so our team can investigate in time.
SIM statusThe eSIM must not have been activated (or no more than 200 MB used, for a faulty SIM) and must be within 60 days of the order date. This does not apply to plans marked "Non-refundable".
Refund timingThe refund is returned to your original payment method within 3–5 business days after the review is complete.

We reserve the right not to refund a correctly delivered order in the following cases:

Non-refundable plansSome plans cannot be cancelled or refunded due to provider conditions. These plans show "This plan is non-refundable" on the plan details before purchase and cannot be refunded in any case, even if the eSIM has not been scanned or activated, except for errors by our system or company.
The eSIM has been activated and data works normally
The plan has expiredThe eSIM was not activated within 60 days of the order date.
The full data allowance has been usedOr speed has been reduced under the FUP stated in advance.
The eSIM was deleted, moved to another phone or installed incorrectlyThe eSIM profile was deleted, moved to another device or set up incorrectly so the original QR code no longer works (some eSIMs can only be scanned and installed once).
Used outside the service areaUsed in a country, area or network not supported by the plan.

Contact the TravelZeed eSIM team with your order number and ICCID.

Contact our team

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