Abrogo sells digital travel eSIMs. Nothing is shipped. Your eSIM is delivered by email and shown on screen as a QR code right after payment, and it is ready to install straight away. That changes how refunds work, so we have written the rules out in plain terms. If your situation is not covered here, write to us at support@abrogo.com and we will look at it fairly.

How digital delivery affects refunds

• An eSIM profile can be installed once. After it is installed on a phone, it cannot be removed, reset, moved to another phone or re-issued. We cannot take back a profile or the data on it. That is why most of our refund rules depend on whether the eSIM has been installed.
• Cancellations. Delivery is instant, so an order can only be cancelled if you contact us before your eSIM details have been sent. In practice that window is a couple of minutes. After that, treat the order as final unless you qualify for a refund below.
• EU and UK customers. By placing an order, you ask us to start delivery immediately. You agree that once your eSIM has been delivered, you lose the 14-day right of withdrawal that normally applies to online purchases. This does not affect any refund right described on this page.

When you can get a refund

You are eligible for a refund in these three situations.

1. The eSIM does not work and we cannot fix it. You installed the eSIM correctly, it cannot connect to any supported network at your destination, our supplier’s carrier logs confirm the connection failure, and our support team could not resolve the issue with you. You can choose a full refund or a replacement eSIM.
2. You were charged twice, or bought the same package twice by mistake. We refund the duplicate charge in full, as long as the extra eSIM has not been installed or used.
3. You have not used it. You ask for a refund within 30 days of purchase, and the eSIM has not been installed or activated, and no data has been used.

When we cannot refund

• Carrier-locked or unsupported devices. Checking that your phone supports eSIM and is unlocked is your responsibility before you buy. A locked, restricted or incompatible handset is not a fault of the eSIM, and we cannot refund for it. You can check your phone on our Compatibility Check page, and your carrier can confirm whether your phone is unlocked.
• The eSIM has been installed, activated, or partly or fully used. Once a profile is installed, we cannot get it back, so refunds stop at that point unless the technical-failure rule above applies.
• Your plans changed after installation. Cancelled flights, postponed trips, visa problems, a different route or a shorter stay do not qualify once the eSIM is installed.
• Plan expired. Validity days or the data allowance ran out as described on the plan page.
• Wrong destination or plan chosen. If the eSIM is already installed, we cannot swap or refund it. Check the country and plan before paying. If you spot the mistake before installing, contact us right away.
• Settings not switched on. Data roaming off, the wrong eSIM selected as the data line, or a missing APN setting. Our team will help you fix these, and they are not grounds for a refund by themselves.
• Short local outages or slower speeds caused by crowding, indoor coverage or terrain, which we do not control. See our Terms of Service for how coverage works.

How to request a refund

1. Email us from the address you used at checkout: support@abrogo.com. Use the subject line Refund request, Order #[your order number].
2. Include the details we need: your order number, the phone model and iOS or Android version, the country where you tried to connect, the date and time, and a short description of what happened.
3. Add screenshots if you can: your phone’s eSIM or Cellular screen showing the eSIM status and signal, and the data roaming setting.
4. Work through troubleshooting with us. Our team replies within 12 to 24 hours and may ask you to try a few steps, such as checking the APN or restarting your phone. For technical-failure refunds, this step is required.
5. We decide. After we have everything we need, we tell you our decision within 3 business days.
6. We pay it back. Approved refunds are issued through Stripe, as described below.

How long a refund takes

• Approved refunds go back to the original payment method (the card, Apple Pay or Google Pay you used). We cannot send refunds to a different card or account.
• Expect the money to arrive within 5 to 10 business days after approval. Your bank or card issuer sets the final timing, and some take a few extra days to show it on your statement.
• Refunds are made in the currency we charged you. If your card is in a different currency, the amount you see can differ slightly because of your bank’s exchange rate.

Abrogo Coins and discount codes

• We refund the amount you actually paid. A discount code or coin credit that reduced the price is not paid out as cash.
• When an order is refunded, the Abrogo Coins earned from that order are removed from your balance.

Chargebacks

If something is wrong with your order, please contact us before you open a dispute with your bank. We can usually resolve it faster, and an open dispute freezes the order while the bank reviews it.

Your legal rights

This policy does not limit any rights you have under mandatory consumer protection laws where you live, including the right to a remedy when digital content is faulty or not as described.

Questions

Write to support@abrogo.com. Our support desk replies within 12 to 24 hours across all time zones. You can also visit our Contact page.