Legal

Refund policy

Last updated October 25, 2026

An eSIM is delivered in seconds and can be hard to undo, so the honest thing is to say plainly when you get your money back and when you do not. This page does that. It applies to plans bought from Tonavira LLC through Tonavira.

A full refund, always

We could not deliver. If we took payment and no eSIM reached you, you are refunded in full. You do not have to ask: we watch for this and put it right. A person checks every refund before it is made, confirming with our network partner that no eSIM was issued, which is slower than a machine and a great deal harder to get wrong. The timing is the same as for any refund, below.
You never installed it. If the eSIM has not been installed on any device, ask within 30 days of buying and we refund it in full. No reason needed.
It did not work and we could not fix it. If the plan failed in a country it covers, for a reason on our side or our network partner's, and support could not resolve it, you are refunded in full, whether or not data was used.

When we cannot refund

The plan was installed and used as intended. Data that has been delivered cannot be returned to us, and we have already paid our supplier for it.
Your device could not take it. The phone does not support eSIM, or is locked to a carrier. Both are checkable before buying, and we publish a compatibility list for exactly this reason. If you checked honestly and still got it wrong, write to us anyway.
You deleted the eSIM. Most networks cannot reissue a deleted eSIM, and the remaining data is gone.
The plan simply ran out: the days elapsed, or the data was used up. Unused data has no cash value and is not carried over.
You did not travel. Once the eSIM is installed it has been supplied, whether or not the trip happened. If it was never installed, the rule above applies instead and you get a full refund.

Your legal right to change your mind

Consumers in the EU and the UK normally have 14 days to withdraw from a distance contract. Because an eSIM is digital content supplied immediately, by accepting the Terms and this Refund policy at checkout you ask us to deliver it straight away and acknowledge that the 14-day right then ends. That is the law, and we have to say it clearly.

In practice our own policy is more generous: 30 days for anything you have not installed, which is longer than the 14 days and does not require a reason. And none of this affects your rights if a plan is faulty or not as described; those cannot be signed away.

How to ask

Email support@tonavira.com with your order number and a sentence about what went wrong. Screenshots of any error help, but do not hold up your message waiting for them.

We usually reply within a day.
Once approved, the refund is usually sent within 2–5 business days, and at most seven. If the eSIM was never installed, we cancel it with our network partner first and wait for that to complete, so that the plan is genuinely dead before the money moves.
Approved refunds go back to the original payment method. We cannot send them anywhere else.
Your bank then takes about 5–10 business days to show it. That part is out of our hands.

An eSIM that was never installed is cancelled before we refund it, and stops working. One that has been installed cannot always be switched off from our side, so if we refund it because it did not work, please treat it as finished. It may stop working at any time.

Chargebacks

If you ask your bank to reverse a payment instead of writing to us, the bank freezes the case and we are usually prevented from refunding you directly, which makes it slower for you rather than faster. Please give us the chance first. We would rather refund you than argue with a bank.

Repeated requests

This policy is written to be generous, and almost everyone uses it honestly. If a pattern of refunds suggests otherwise, we may ask for more detail before approving another, or decline to sell further plans. We will always tell you why.