Updated: 29 July 2026. The seller is PLAY2GO FZCO (Dubai, UAE). This policy supplements the Terms of Service and does not limit mandatory consumer rights.
When a refund is available
The eSIM was not issued after confirmed payment.
The service is defective, incomplete or materially contrary to the order description.
Issuance was delayed so seriously that the plan cannot objectively be used for the stated trip.
There was a duplicate charge or the charged amount differs from the amount confirmed at checkout.
Depending on the circumstances, we remediate the issue, re-issue or replace the eSIM at no charge, or refund the relevant amount. If reasonable troubleshooting does not work or the service has already lost its purpose, we do not require further troubleshooting as a condition of refund.
When no-fault cancellation may be unavailable
The plan was properly issued and installed and data usage started.
The issue is caused solely by a device that does not support eSIM, is carrier-locked or does not meet clearly disclosed requirements.
The plan has been used up or has expired.
A working connection is unavailable at a particular spot because of local coverage, radio conditions, network congestion or device settings, while the plan otherwise matches its description.
These cases do not remove remedies for a confirmed defect, incomplete service or material mismatch with the description.
How to request a refund
Email support@letisim.com or use "Support" in the app, including your order number and a description of the issue.
Where safe, include the device model, country, date and screenshots of settings. Do not send a full QR or activation code through an open channel.
Contact us without undue delay after discovering the issue so we can verify status with the supplier and local network.
Timing and method
Once approved, we initiate the refund without undue delay to the original payment method unless the law or payment-provider rules require otherwise. The actual posting time depends on the bank and provider; support can confirm the status using your order number.