Orders and refunds
Refund Policy
Request a refund for an eSIM that has not been installed. Approved refunds are subject to a Stripe processing fee from A$0.30 per order, charged by Stripe, not Telroo.
Last updated: 28 October 2026
If you change your mind, you can request a refund for a Telroo eSIM that has not been installed. There is no 7-day request window. Submit your request from your order page.
Non-refundable products
Any products excluded from change-of-mind refunds will be listed here and clearly marked on their product pages before purchase. No products are currently listed in this section. This designation does not limit your rights under the Australian Consumer Law.
Stripe processing fee
Approved refunds are subject to a Stripe processing fee from A$0.30 per order, which is charged by Stripe, not Telroo.
If something goes wrong
If you believe an eSIM or service has a problem, contact us through your order page and tell us what happened. Your rights under the Australian Consumer Law are not limited by this change-of-mind policy. The available remedy depends on the product or service and the circumstances. Read the ACCC guidance on consumer rights and guarantees and repairs, replacements and refunds.
How to request a refund
Sign in, open your order and submit a Refund request - eSIM not installed. Include your order number. If you cannot access your order, contact Telroo support.
Do not send your eSIM QR code, activation code or full payment details.
Need help with an order?
If you have already purchased, submit a ticket from your order page. Otherwise, contact us. Keep activation codes and payment details private.
Contact support