Quick answer
An eSIM that has not been activated or used can be refunded in full: write to support@voyasim.io with your order email address. Plans that have started, partially used plans and top-ups are not refundable. If a technical problem on our side stops a plan from working, support will fix it or refund it.
The rules
- Refundable: a plan that was never activated (the eSIM never connected at the destination).
- Not refundable: plans that have connected, partially used data, expired plans, and top-ups.
- Device not compatible or carrier-locked: please check before buying; this is not a refund reason. The compatibility check is free and takes a minute.
- Voyalty balance earned from a refunded order is taken back.
How to ask
Email support@voyasim.io from the address used at checkout, with the order number or the destination and date. Refunds go back to the original payment method; your bank decides how many days it takes to show.
Frequently asked questions
I installed the eSIM but have not travelled yet
Installing alone does not start the plan. As long as it never connected at the destination, it is still refundable.
Can I change the destination instead?
Yes. Ask support to refund the unused plan and buy the right one, or we can arrange the swap for you.