Refund Policy

Last updated: 19 July 2026

1. If we can't deliver your eSIM

If we fail to deliver a working eSIM, you get a full refund. That promise applies to every order: contact us at support@bordersim.com with your order reference and we will get you online or give your money back.

2. Cancelling an unused eSIM

Changed your plans? You can cancel for a full refund within 14 days of purchase, as long as the eSIM has not been installed on a device and its plan has not activated. Email us at support@bordersim.com with your order reference; we confirm the eSIM is unused with the network and then refund you in full.

3. Once installed or activated

An eSIM can only be delivered once: installing it uses up the profile, and activation starts the plan on the network. From that point the order is non-refundable, including any unused data and remaining validity, except where the law says otherwise.

4. Plans that start early

Most plans activate when the eSIM first connects to a network at your destination, so simply installing one at home does not end your cancellation window. A few plans start earlier, and this is always shown on the plan page before you buy.

A plan marked "Starts: Immediately at purchase" activates the moment your payment completes. By buying one you ask us to start the service straight away, so it cannot be cancelled or refunded once bought.

A plan marked "Starts: When installed" activates as soon as the eSIM is installed, so the cancellation window in section 2 ends when you install it.

5. Top-ups

A top-up is applied to your existing eSIM as soon as you buy it and cannot be refunded once applied. If a top-up fails to apply, you get a full refund.

6. How refunds are paid

Refunds go back to your original payment method. Banks typically post them within 5 to 10 business days.

7. Your statutory rights

Nothing in this policy limits any right that consumer law gives you and that cannot be excluded. If you are a consumer, the mandatory consumer law of your country of residence continues to apply.