Refund Policy

We want you to travel without worry, and that starts before you even board the plane.

Trip cancelled or delayed

If your plans change before you've activated your eSIM, contact us and we'll refund you in full. No hoops, no restocking fee. Our eSIMs are valid for 180 days from purchase, so if you're just delayed, you may not even need a refund.

Device not compatible

If your phone turns out not to support eSIMs, we'll give you a full refund, even after purchase. Just reach out before activating. You can check if your device is compatible on our device compatibility page.

eSIM activated but not connecting

If your eSIM isn't working, contact us within 48 hours of activation, or within 24 hours if you're on a 1 or 3 day plan. We'll investigate and, depending on the situation, you may be eligible for a full or partial refund or a replacement plan.

Coverage in very remote or rural areas may be limited regardless of provider. We'll always be upfront about this, but it falls outside our refund eligibility.

Activated plans

Once your eSIM has been activated and is working, we're unable to offer a refund. If you've used all your data and need more, contact us and we'll top up your plan without you needing to buy a new eSIM. If you're having trouble connecting after activation, contact us and we'll do our best to help.

To request a refund, contact us at support@justesims.com with your order number.

If we're unable to resolve your complaint, you can contact the Telecommunications Industry Ombudsman (TIO) at tio.com.au, a free, independent dispute resolution service.

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. See our Australian Consumer Law Statement for the full detail.

This Refund Policy forms part of our Terms of Service.