Refund policy

You can ask for a refund within 30 days of purchase. We will refund you in these cases:

• Not installed: you have not installed or activated the eSIM. You get a full refund.
• Cannot connect because of us: you installed the eSIM on a compatible, unlocked device in a covered destination, but it cannot connect because of a problem with our eSIM, our supplier or the network, and our support team cannot fix it. We offer a replacement eSIM or a refund. If you used part of the plan before the problem started, we may refund the unused part.
• Not delivered: we took your payment but could not deliver the eSIM. You get a full refund.
• Charged twice: you were charged more than once for the same order. We refund the duplicate payment.
• Unused top-ups: you bought a top-up and none of its data has been used.

Nothing in this policy affects your statutory rights. If the eSIM is faulty or not as described, you may have rights under the consumer laws of your country in addition to this policy.

Except where the law gives you a right to a refund, we cannot refund:

• data that has already been used, or the used part of a plan;
• a plan whose validity has expired;
• an eSIM that does not work because your device does not support eSIM or is carrier-locked. You confirm compatibility at checkout; please check your phone before you buy;
• an eSIM that worked as described, but which you did not need, for example because your trip was cancelled after you installed it, you used Wi-Fi or another SIM instead, or you bought the wrong destination and installed it;
• an eSIM you deleted from your device after installing it, unless the problem was caused by us;
• slower speeds on an unlimited plan after heavy use, which is part of fair use as described on the plan page and in our Terms;
• requests made more than 30 days after purchase.

If you are a consumer in the European Union or the United Kingdom, you normally have 14 days to cancel an online purchase. For digital content and services that start straight away, this right ends once delivery begins, if you agree to that.

When you pay, you ask us to deliver your eSIM immediately and you acknowledge that you lose your right to cancel once the eSIM is delivered. You still have the rights in this policy, and your statutory rights if the eSIM is faulty or not as described.

1. Email support@spidot.com from the email address you used at checkout, or use our contact form.
2. Include your order reference (it starts with SP- and is in your confirmation email) and tell us what went wrong.
3. If the eSIM is installed but does not connect, tell us the destination, your phone model and what you have already tried. Screenshots help. Please do not delete the eSIM: we may need it to diagnose the problem.

We aim to reply within 2 working days. We may check with our eSIM supplier whether the eSIM was installed and whether data was used before we decide.

We refund to the original payment method, in the currency you paid, within 14 days of approving your refund. It may then take 5 to 10 working days for your bank or card issuer to show the money in your account. We do not refund fees charged by your bank, such as currency conversion fees. Once an eSIM is refunded, we deactivate it and it will stop working.

If you raise a chargeback with your bank instead of contacting us, we may suspend the eSIM while the dispute is open. Please contact us first: it is usually faster.

Refunds for bulk purchases are handled under our Business terms, and refunds for resold eSIMs under the Partner and reseller agreement. If you got your eSIM from a business or reseller, contact them first.

We may update this policy. The version that applies to your order is the one shown on the Site when you placed it.

Refunds are handled by Switas Tech Inc., the seller of your eSIM.

• Email: support@spidot.com
• Post: Switas Tech Inc., 490 Post Street, Ste 500 PMB 2288, San Francisco, CA 94102, USA
• Contact form: spidot.com/legal/contact