Refund Policy

Last updated: 8th August 2026

Travel plans changed? No problem. Here's exactly when you can get your money back, and how.

If you haven't activated your plan

If you haven't installed the eSIM, or you've installed it but haven't activated the Data Plan, you can request a full refund within 6 months of purchase. No explanation needed.

If your device turns out to be locked or incompatible

Full refund, provided the plan hasn't been activated and you request it within 30 days. We may ask for a screenshot of your device settings so we can confirm what happened.

If you've activated your plan

Once a plan is activated we treat it as used, so we can't guarantee a full refund. But we'll consider a full or partial refund if:

• You couldn't use the data because of a problem on our end — a network fault, a defective eSIM, or a coverage issue in the destination. Tell us while you're travelling if you can; it's much harder for us to verify or fix after the trip.
• The plan is activated but barely touched — more than 99% of the data still remaining.

Where we issue a partial refund, we deduct the value of the data you've used.

When we can't refund

• Requests made more than 30 days after purchase.
• Plans that have expired or been fully used.
• Plans where you've deleted the eSIM profile from your device before contacting us — once it's gone we can't verify usage or restore the plan.
• Charges from other providers, other SIMs, or roaming on your home carrier.

How to request a refund

Email support@sennasim.com or use our help page. Include your order number and, if there's a fault, a brief description of what's happening.

We'll typically get back to you within 2 business days. If we approve a refund it goes back to your original payment method, usually within 5–10 business days depending on your bank. If you'd rather have store credit, just say so — that lands immediately.

Store credit

If your order was partly paid with store credit, that portion comes back as store credit rather than cash. If the order earned you referral credit, that credit is reversed when the order is refunded.