Our Promise to You
We stand behind every eSIM we sell. If you're not completely satisfied, we'll make it right—no questions asked.
50,000+
Happy Customers
99.2%
Satisfaction Rate
<3 min
Avg Support Response
Australian
Owned & Operated
Three Guarantees. Zero Risk.
We want you to book with confidence. That's why we offer not one, but three guarantees on every eSIM purchase.
30-Day Money-Back Guarantee
Haven't installed your eSIM yet? Get a full refund within 30 days of purchase. No questions asked, no hassle.
- Full refund if eSIM QR code hasn't been scanned
- Refund processed within 3-5 business days
- No hidden fees or deductions
- Simply contact our support team
10-Minute Connection Guarantee
If our support team can't get you connected within 10 minutes of reaching out, you'll receive a complete refund.
- Contact us via phone, email, or live chat
- Our team will troubleshoot with you
- If we can't solve it in 10 minutes, you're refunded
- This applies even after eSIM installation
Quality Network Guarantee
We partner with the best local carriers in every country to ensure you get reliable, fast coverage wherever you travel.
- Premium carrier partnerships (NTT Docomo, AIS, Telkomsel)
- 4G/5G speeds where available
- Coverage verified before we offer a destination
- If coverage doesn't match our promise, we make it right
Why We Offer This Guarantee
We're travellers too. We know the stress of landing in a foreign country and not being able to connect—can't call an Uber, can't find your hotel, can't let your family know you landed safely.
That's why we built Trvel. And that's why we stand behind it completely.
We're an Australian company with real people answering the phones. When something goes wrong (and technology being technology, sometimes it does), we fix it fast. If we can't fix it, we refund it. Simple as that.
Because at the end of the day, we want you to travel with confidence—not worry about your data plan.
Guarantee FAQs
How do I request a refund?
Simply contact our support team via phone (+61 3 4052 7555), email (support@trvel.co), or live chat. Provide your order number and we'll process your refund within 3-5 business days.
What if I've already installed my eSIM?
Once an eSIM QR code is scanned and installed, it becomes single-use and cannot be transferred. However, our 10-minute connection guarantee still applies—if we can't get you connected within 10 minutes of contacting support, you'll receive a full refund.
Is there a time limit on the 10-minute guarantee?
No. Whether you contact us on day 1 or day 14 of your plan, if we can't resolve your connection issue within 10 minutes, you're entitled to a full refund.
What counts as "connected"?
Connected means your device is successfully using mobile data through your Trvel eSIM. You should be able to browse the web, use apps, and access the internet at the speeds described in your plan.
Do you offer partial refunds?
For unused eSIMs, we offer full refunds. For connection issues partway through your plan, we'll assess on a case-by-case basis and ensure you're treated fairly. We're Australian—we believe in doing the right thing.
Need Help? We're Here.
Our Australian support team is available to help with refunds, connection issues, or any questions you have.
Average response time: under 3 minutes
Ready to Travel with Confidence?
Get your eSIM now. If anything goes wrong, we've got you covered.
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