Orders and refunds
Refund Policy
Request a refund for an eSIM that has not been installed. Approved refunds are made in US dollars, less the Stripe processing fee on the original payment.
Last updated: 31 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.
How refunds are paid
Approved refunds are made in US dollars to the original payment method, less the Stripe processing fee on the original payment. That fee is charged by Stripe, not Telroo.
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.
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. This change-of-mind policy does not limit any rights you have under the law that applies to your purchase.
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