Refund Policy
Last updated: 17 December 2024
Our refund promise
We want you to travel with confidence. If your eSIM is unused, or if we cannot get you connected when the issue is within our control, we will make it right with a refund or replacement in line with this policy and your consumer rights.
1. When You Can Get a Refund
1.1 Unused eSIMs
If you have not installed or scanned your eSIM QR code, you may request a full refund within 30 days of purchase.
- The eSIM QR code must not have been scanned or installed.
- The request must be made within 30 days of purchase.
- The refund will be returned to the original payment method.
1.2 Technical Issues
If your eSIM fails to work because of a technical fault on our end, we will provide a full refund or replacement.
1.3 10-Minute Connection Guarantee
If you contact our support team during your trip and we cannot get you connected within 10 minutes, you will receive a full refund. This guarantee can apply even after installation where the connection issue cannot be resolved by our support team.
Unused QR
Full refund within 30 days if not scanned.
Technical Fault
Refund or replacement if the fault is on our end.
10-Min Guarantee
Full refund if support cannot connect you.
2. When Refunds Are Generally Not Available
Refunds are generally not available once an eSIM has been installed, because each QR code is single-use and cannot be transferred to another device after scanning.
Refunds are also generally not available for:
- Incompatible or carrier-locked devices
- User error during installation
- Network issues outside our reasonable control
- Change of travel plans after installation
- Loss of access caused by deleting an installed eSIM from your device
Important
Please check that your device supports eSIM and is carrier-unlocked before purchasing. Installation requires an internet connection.
3. How to Request a Refund
Contact our support team with your order number and the email address used at checkout. We may ask for troubleshooting details or screenshots where needed.
- Email: support@trvel.co
- Phone: +61 3 4052 7555
- Live chat: available from the website
4. Refund Timing
Approved refunds are processed back to the original payment method. Refunds are typically processed within 3-5 business days, although your bank or card issuer may take additional time to show the funds in your account.
5. Consumer Rights
If you are an Australian consumer, you have rights under the Australian Consumer Law that cannot be excluded, restricted, or modified. This policy does not limit any rights or remedies that apply to you under law.