The short version: if your eSIM never got installed or it genuinely didn't work, we refund you. If it worked and you used it, or you bought the wrong one and only realised on day three of your trip, we usually can't. But always email us first, we lean hard towards making travellers happy.
This Refund Policy explains when refunds are available for purchases on jambosim.com. It's part of our Terms of Service.
1. eSIMs are digital, please read this
An eSIM is digital content. Under Article 16(m) of EU Directive 2011/83/EU (in Dutch law: art. 6:230p BW), the standard 14-day right of withdrawal for digital content disappears as soon as delivery starts with your express consent and acknowledgement that you lose that right. By completing checkout you give that consent.
In plain English: once your eSIM has been installed on a device or activated on a network, the purchase is final. So please double-check your country and device before you tap "buy", and we'll meet you halfway on everything else.
2. When you get your money back
You get a full refund when:
- The eSIM is broken and our support team confirms a provisioning failure we can't fix. Please get in touch before you try reinstalling, that helps us help you.
- You were charged twice for the same order.
- Your card was charged but no eSIM showed up after a reasonable troubleshoot.
3. When we sadly can't
We genuinely want to say yes, but here are the situations where we can't:
- The eSIM was installed or activated, no matter how much data you ended up using.
- Coverage in a specific spot was poorer than expected, or speeds were lower than the local operator advertises. Coverage info is a guide, not a guarantee.
- Your travel plans changed, your trip got cancelled, or you simply don't need the eSIM anymore.
- The eSIM expired without being used. Validity starts on activation (or after the validity window listed on the product page if there's no manual activation step).
- Service got suspended or ended due to a breach of our Acceptable Use Policy.
- You hit the Fair Usage Policy and the network throttled or paused you.
- The refund request reached us more than 30 days after the purchase date.
Time limit on refunds
To keep things fair and manageable, all refund requests must be received within 30 days of the purchase date. Once those 30 days have passed, we are unfortunately no longer able to issue a refund. Please contact us as soon as possible if you believe you are entitled to one.
4. How to ask for a refund
- Email [email protected] with: your order number, the email you used to buy, and a clear description of what went wrong.
- For technical issues, screenshots or a quick screen recording really help. We may run a couple of troubleshooting steps with you first, sometimes it's a five-minute fix.
- We aim to reply within 2 business days and finish refunds within 7 business days of confirming you're eligible.
5. How refunds reach you
Approved refunds go back to the original payment method via Stripe. How quickly depends on your card issuer or bank, usually 5 to 10 business days. We refund the full amount you paid us. Sadly we can't refund currency-conversion fees your bank charged on top.
6. About chargebacks
Please email us before raising a chargeback with your bank, almost everything gets sorted faster that way. If a chargeback comes in without us hearing from you first, we may suspend the account while it's investigated.
7. Get in touch
Any refund question, big or small, email [email protected]. We're genuinely here to help.