Refunds

If your plan is unused, we refund it on request within 60 days of purchase. That is a promise, not a courtesy, and it does not depend on how the network happened to be behaving that week.

What "unused" means

A plan is unused if you have not installed it and no data has been used through it. In practice, that means you have not tapped install. When we refund an unused plan we cancel it on the supplier side as part of processing the refund, so it cannot be installed or used afterwards.

If you did install it and it never connected to a network in the covered country, then no data has been used, but the plan has been supplied, so it is not an unused plan and it does not get the 60-day promise. Email us anyway and we will look at it on its merits: that is a fault, not a change of mind.

Installing the eSIM is the point at which we start supplying the plan, and it is also the point at which your 14-day right to withdraw ends (see below). Until then, nothing has been supplied and nothing has been used.

How to ask

1. Email support@fadoesim.com with your order reference. It is in your order email and on your order page. We cannot find an order without it.
2. Say that you are asking for a refund under the 60-day policy. That is the whole request; there is no form to fill in.
3. We confirm and action it, normally within one working day. If there is a reason we cannot refund, we will tell you which rule it is and what the alternative is.

How long it takes and how you get the money

The refund goes back to the card you paid with, for the full amount you paid, in full. We send it the same way we took it, through Stripe, so there is no second set of details for you to enter and no fee on our side.

Once we have sent it, how long it takes to appear on your statement is up to your bank or card issuer. Usually a few working days; with some methods, longer. If it has not landed within ten working days of us confirming, email us again and we will chase it.

Buying ahead: the 180-day window

You can buy a plan up to 180 days before you travel, and the plan's validity period only starts once your device first connects to a network in the covered country. Buying early costs you nothing in validity days.

A plan that has never been activated and has passed 180 days cannot be used, because the profile it depends on has expired. If that has happened to you, email us anyway and tell us when you were travelling. We look at these case by case and we will tell you what we can do, but we want to be straight with you: the 60-day promise is the entitlement, and anything beyond it is a case-by-case decision rather than a right.

If you can see the 180-day window running out and you have not travelled, email us before it expires. A refund under the 60-day policy, or another plan for your new dates, is easier to arrange while the profile is still live.

When something is actually wrong

If the plan does not do what its page said (it will not install, it will not connect in a country the plan covers, the published coverage turns out not to be there), that is not a "used" plan. Tell us what happened, with your order reference, and we will put it right: we fix it, replace it, reduce the price, or refund you. That is not limited to the 60-day window, and the 180-day expiry does not wipe it out.

Partly used plans

If you have used some data and something has gone wrong, email us anyway. We will look at it, and where the fault is ours we will fix it or refund the part of the plan that is still worth having. A plan that has been used is not an unused plan, and we will not pretend otherwise, but "used" does not mean "abandoned", and a plan that was broken from the start is handled as a fault.

Top-ups

A top-up is refundable on the same terms while it is unused. Once a top-up has been applied to your eSIM it cannot be returned, because the data is already on the profile. If a top-up was applied to a plan that then failed to work, that is a fault and we will deal with it as one.

What this page does not take away

These are additions to your legal rights, not a replacement for them.

• Your 14-day right to withdraw. When you buy digital content you normally have 14 days to change your mind. A plan cannot be returned once it has been supplied, so the law lets us start supplying immediately if you ask us to: we ask for your express consent at checkout, and you acknowledge that you lose that right. Tapping install is where we actually begin. If you do not ask us to start early, your right to withdraw runs out 14 days after you placed the order.
• Your rights if the plan is not as described. An eSIM is digital content, and the rules on digital content in the Consumer Rights Act 2022 apply to it. The plan has to work as described and be fit for the purpose we told you it was for. If it is not, we repair or replace it, or reduce the price, or you may end the contract and get your money back, whichever is right, and none of it limited to 60 days.

Chargebacks

Asking us is faster than a chargeback, and it costs you nothing: your bank will usually take a cut of a chargeback, and it takes weeks. We will not dispute a refund request that fits this policy. If we have refused a refund and you disagree, the next step is the Irish courts, including the small claims procedure, and you can also ask your country's European Consumer Centre for help if you live in another EU or EEA country.