Last updated: April 2026
AskHeidi eSIMs are digital products delivered instantly by email. Because the eSIM profile is downloaded and bound to your device on installation, our refund rules distinguish between plans that have been activated and plans that have not. All refund requests go through email — there is no self-service form — so we can verify the order and resolve technical issues on the same thread.
Within 30 days of purchase, a refund is available in any of the following situations:
If you have not downloaded, installed, or activated the eSIM, you can request a full refund within 30 days of purchase. "Installed" means the QR code has been scanned and the eSIM profile added to your device, even if not yet connected to a network.
If your device is listed on our device compatibility page and the eSIM fails to connect to any carrier at your destination after standard troubleshooting (Data Roaming ON, correct APN, manual carrier selection, device restart), we will issue a full refund. Our support team will walk you through each step before closing the ticket.
If you purchased the same plan twice, or purchased a plan for the wrong country, you can swap or refund within 30 days as long as neither eSIM has been activated.
Once an eSIM connects to a carrier at the destination — even for a single minute — the plan is considered consumed and no refund applies. This is consistent with standard prepaid-mobile industry practice.
Plans have a validity period that starts on first network connection. If the window expires without the plan being used, no refund is issued.
Our device compatibility checker at /device-check is free and public. Refunds are not issued when a purchase is made for a device that the compatibility checker explicitly flags as unsupported.
Trip cancellations or itinerary changes do not qualify for a refund once the eSIM has been activated. If the eSIM has not yet been activated, the unused-eSIM policy above applies.
Email support@askheidi.app with:
Approved refunds are processed to the original payment method within 5–10 business days. You will receive a confirmation email once the refund is initiated.
Please contact us first before opening a dispute with your card issuer — most issues are resolved within 24 hours by email, without the 30+ day delay a chargeback introduces. Fraudulent chargebacks on delivered, activated eSIMs may be contested with evidence of activation and data consumption.
This refund policy is a companion to our Terms & Conditions (section 6) and Privacy Policy. If the two conflict on a specific point, the Terms & Conditions prevail. For device compatibility questions before purchase, use our device compatibility checker.