Refund Policy

Last updated: September 14, 2026

Due to the nature of digital content, eSIM profiles are exempt from the general right of withdrawal from the moment they are delivered. However, to prevent User grievances, the Company will evaluate refund requests only under the following exceptional circumstances — and strictly on the condition that data usage via the eSIM is 0 (zero) bytes, meaning no connection has been established to any cellular network.

a) Device Incompatibility

If the User’s device does not support eSIM technology or the device is network-locked (SIM-lock), a refund for the relevant package will be issued provided the User notifies our support team within 30 days of purchase.

b) Activation Failure

If the eSIM cannot be activated in the destination country under any circumstances due to a technical issue originating from the Company’s infrastructure, faulty generation of the QR code, or local operator networks, and this is verified by our technical support team via log records, a full refund will be issued.

c) Duplicate Purchases

If the User purchases the same eSIM package consecutively more than once due to a system error or mistake, the cost of the unused duplicate packages will be refunded.

Once your eSIM connects — no refund

Except for the exceptions stated above, under no circumstances will a refund be issued from the moment the eSIM successfully connects to a cellular network and data consumption (even 1 byte) begins. Trip cancellations, travel plan changes, or a decision not to use the package are not valid reasons for a refund. The Company reserves the right to deduct commissions and transaction fees charged by payment providers (such as Stripe) from the refund amount.

To request a refund, email support@carettago.com with your order number and the reason for your request.