Refund Policy
Last updated: May 24, 2026
1 — Purpose
This Refund Policy sets out the conditions under which TravelNet (the "Seller") accepts a refund for an eSIM plan purchased on travelnet-esim.com. It supplements our Terms & Conditions.
2 — Nature of the products sold
eSIM plans are digital content supplied without a physical medium. Delivery is immediate and electronic: an installation QR code is sent by email once payment is confirmed. This directly affects refund eligibility (see Section 3).
3 — Right of withdrawal and its exception
For digital content supplied without a tangible medium, the statutory 14-day right of withdrawal does not apply once performance has begun with the customer's prior express consent and acknowledgment that the right of withdrawal is thereby lost.
By placing an order, the customer expressly requests immediate supply of the eSIM and acknowledges losing the right of withdrawal as soon as the QR code has been delivered.
4 — Cases eligible for a refund
A full refund may be granted in the following situations:
- Non-delivery: the QR code was not received and could not be generated due to the Seller.
- Proven technical defect: the eSIM does not work for a reason attributable to the Seller or its supplier, after verification by our support team.
- Duplicate purchase or obvious error: duplicated order or wrong plan, reported before activation of the eSIM.
5 — Cases excluded from refund
No refund can be granted in the following cases:
- an eSIM already installed, activated or used, even partially;
- incompatibility of the customer's device, the customer being responsible for verifying their device's eSIM compatibility before purchase;
- quality or coverage of the local operator's network at the destination, beyond the Seller's control;
- a mere change of mind after the QR code has been delivered;
- non-use of the plan before its validity period expires.
6 — How to request a refund
Any request must be sent by email to support@travelnet-esim.com within 14 days of purchase, stating the order number and a detailed reason. Our support team may request additional information (device model, screenshots) to diagnose a possible technical defect.
7 — Processing terms and timeframe
Each request is reviewed individually. If approved, the refund is issued to the payment method used at purchase, within a maximum of 14 days from approval of the request. The time for funds to actually appear depends on the customer's bank.
8 — Contact
For any question regarding this policy, contact our support at support@travelnet-esim.com or via the Contact page.