Refund policy

This policy says when we give your money back and how. It is a voluntary commitment: it adds to the rights the law gives you, described in the Terms of service under Right of withdrawal, and it never replaces the mandatory consumer protections of the country where you live. Where the law gives you more than this policy, the law applies.

1. An eSIM you have not installed

If the eSIM profile has never been installed on a device and no data has been used, you can ask for a full refund within 30 days of the purchase, for any reason.

You do this yourself, from the eSIM's page in your account: while the refund is available, the page shows the option. Before we take your request, we check the profile's status with the provider; if it shows the eSIM was already installed or has used data, the request is refused straight away and the page tells you why. Once we have taken your request, it is under review: the page says so and hides the installation details, so the eSIM is not installed while the request waits. A request is usually approved within a few minutes. When it is approved, we cancel the profile with the provider, and as soon as the provider confirms, the full price of the plan is credited back to your wallet.

If three refunds have already been requested on your account in the past seven days, each further request is reviewed by our team before anything is cancelled. We may decline such a request where the requests suggest the refund option is being used for something other than its purpose, such as buying and returning plans again and again. A declined request cancels nothing: the eSIM stays yours and can still be installed, and we e-mail you to say so. A request for an eSIM bought before this paragraph was added to the policy is never declined on these grounds.

If you added more data to that eSIM after buying it, that plan is refunded with it. The provider takes back everything loaded onto a profile it cancels, so each plan you paid for is credited to your wallet, the eSIM's own and every one added to it.

The 30 days belong to the eSIM, counted from the day you bought it, and adding data to it does not start them again.

Data added to an eSIM cannot be refunded on its own. It comes back only when the whole eSIM is refunded, which is possible only while the profile has never been installed: our provider takes a profile back as a whole, never one plan out of it.

If the eSIM is installed or uses data before it is cancelled, the provider no longer takes it back: the refund is refused, the money stays where it was, and we e-mail you to say why.

2. An eSIM you have installed

Once the profile is installed, we still consider a partial or full refund when both of the following are true:

The plan could not be used because of a fault on the network or provider side, for example the profile would not activate, the host network never registered the device, or the plan's service was withdrawn by the provider.

Less than one percent of the plan's data has been used.

The one-percent threshold is always measured with the provider's own counter, never with an estimate we derived from it. That counter is two to three hours behind, so a request is assessed on the figure the provider reports, not on what your phone shows.

A weak signal in a particular building or a slow connection at a busy time is not, on its own, a network fault; coverage and speed depend on the host operator, as the Terms of service explain. When it is not clear whether a fault is on the network side, we ask you for details and we decide in good faith.

3. What is not refunded

A plan of which more than one percent of the data has been used, unless section 2 applies.

A plan whose validity has ended.

Data added to an eSIM more than 30 days after that eSIM was bought, even where the eSIM was never installed.

Data added to an eSIM you are keeping. Asking for that plan back on its own is not something we can do, whether or not the eSIM has been installed.

A change of travel plans, a device that turned out not to support eSIM, a carrier lock, or a profile you deleted from your device, unless the profile was never installed and the purchase is within 30 days, in which case section 1 applies.

A plan suspended or ended by the provider for a breach of the Fair use policy. If you believe the suspension was unfounded, write to us; where it turns out to be unfounded, we refund as if section 2 applied.

4. How to ask

For a never-installed eSIM, use the refund option on the eSIM's page; nothing else is needed.

For anything else, e-mail support@palmye.com from your account's e-mail address with the order number and what happened. We reply within two working days and tell you whether the refund is approved and for how much.

5. Where the money goes

Refunds are credited to your wallet, from which you can buy another plan at once. We do not refund to a card as a rule. We return money to a card only where we decide it is necessary, and always where the law of the country you live in requires it. A card refund goes only to the card the payment was made with, never exceeds what that payment brought in, and is taken off your wallet balance at the same time. While your account is on hold for a card dispute, refunds are still credited to your wallet, but they cannot be spent or returned to a card until the hold ends (see the Terms of service under Suspension and termination).

6. Wallet top-ups

A top-up you have not spent stays in your wallet; it does not expire, but it can be taken off your wallet if a card payment is disputed (see the Terms of service under Suspension and termination). Returning it to your card is possible only as section 5 describes, which includes your right of withdrawal for a top-up where the law gives you one (see the Terms of service under Right of withdrawal). A top-up that has been spent on a plan follows the rules for that plan.

7. Changes to this policy

We may change this policy for the future, with notice on this page. A change never applies to an order placed before it took effect.