Our Promise to You
We stand behind every eSIM we sell. If something goes wrong, we'll troubleshoot it and review refund or replacement eligibility.
30 days
Unused eSIM request window
Usage checked
Before automatic approval
Secure portal
Track refund requests online
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
Unused and unactivated eSIMs can qualify for a full refund within 30 days of purchase.
- Full refund if eSIM QR code hasn't been scanned
- Refund processed within 3-5 business days
- No hidden fees or deductions
- Request through the customer portal or support
Connection Support
If you have trouble connecting, our support team will troubleshoot the eSIM and review replacement or refund eligibility.
- Contact us via phone, email, or live chat
- Our team will troubleshoot with you
- Technical faults can qualify for replacement or refund
- Installed or activated plans are reviewed case by case
Clear Plan Information
We show the allowance, validity and fair-use terms supplied for each bundle before checkout.
- Fixed-data and unlimited options are labelled separately
- 4G/5G availability is shown where supplied
- Unlimited-plan fair-use terms are disclosed
- Support is available when setup or connection fails
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. Contact support if it does not connect so we can troubleshoot and review replacement or refund eligibility.
How are connection issues reviewed?
We check the order, activation and usage status, the supplier response, and the troubleshooting completed. Eligible technical faults may receive a replacement or 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?
Unused and unactivated eSIMs may qualify for a full refund within 30 days. Connection issues after installation or activation are assessed case by case.
Need Help? We're Here.
Our Australian support team is available to help with refunds, connection issues, or any questions you have.
Ready to Travel with Confidence?
Get your eSIM now. If anything goes wrong, we've got you covered.
Browse Destinations