PikoeSIMRequesting a refund
If there is a problem with your purchase or you need to cancel a plan, contact us through the support details in your order confirmation. Include your order reference, the email address used at checkout, the affected plan and the reason for your request.
Contact us as soon as you notice a problem so we can check the order and help. Do not delete an installed eSIM while a connection issue is being investigated unless support asks you to. Never include full payment card details in your request.
Unused plans and changes of mind
If your plans change before you activate or use your eSIM, contact us to request cancellation. We review the request against your order’s status, the cancellation conditions disclosed when you purchased and any applicable withdrawal rights.
Installation, activation and data usage may affect eligibility for a change-of-mind cancellation. An unused allowance or a change in travel dates does not by itself establish an entitlement to a refund. This does not limit remedies for a service that is faulty, incorrectly supplied or not delivered.
Delivery or activation problems
If your installation details have not arrived, check your spam folder and confirm the email address used for your order. Contact support with your order reference so we can investigate delivery.
If you cannot install or activate the eSIM, tell us your device model and share the relevant error message. We will check the plan and help troubleshoot. Where we have not supplied the service you purchased, the remedies required by applicable law remain available, including a refund where due.
Connection and service issues
For a connection problem, provide your location, device model, activation status and a description of the issue. Check that you are within the plan’s covered destination, have data and validity remaining, and have followed the supplied setup instructions.
We may work with the network provider to investigate the issue and restore the service. If the service is faulty or materially different from what you purchased, you may be entitled to a remedy such as restoring the service, a price reduction or a refund, depending on the circumstances and applicable law.
Activation or partial use does not automatically remove your rights in relation to a faulty service. Any refund assessment considers the nature and extent of the issue, the service supplied and the rights that apply to your purchase.
Duplicate charges and incorrect orders
If you believe you were charged twice or charged an incorrect amount, contact support with the transaction dates, amounts and order references. A pending payment authorisation may appear separately from a completed charge; your payment provider can confirm its status.
We will investigate and correct a confirmed duplicate or incorrect charge. If you received a different plan from the one confirmed in your order, contact us before activating it so we can resolve the error.
Refund decisions and payment
We will explain the outcome of your request and, where a refund is due, confirm the amount and how it will be returned. Refunds are returned to the original payment method unless another arrangement is agreed or required by law.
We issue refunds within any applicable legal deadline. The time for an issued refund to appear depends on the bank or payment provider. If you cannot locate an issued refund, contact support with your order reference so we can help trace it.
Refunding and cancelling a plan may deactivate the associated eSIM or remaining allowance. Do not continue using a plan after cancellation has been confirmed.
Statutory cancellation and consumer rights
This policy does not restrict cancellation rights or remedies that you have under applicable law. Where a statutory withdrawal period applies, you can notify us of your decision to withdraw using a clear statement through the contact channel supplied with your order.
Starting service during a statutory withdrawal period only affects your rights where the relevant legal requirements have been met, including any required express request, consent or acknowledgement. Accepting these terms alone does not waive those rights.
If you disagree with a refund decision, contact support with your order reference and the reasons for your complaint so that we can review it. Your right to use an applicable consumer dispute process or seek a legal remedy is unaffected.