Refund Policy

Last updated: 20 October 2026

Right of withdrawal (EU/EEA consumers)

You may withdraw from your purchase within 14 days of your order without giving a reason, as long as the eSIM has not been installed or activated on any device. To withdraw, email support@carettago.com with your order number. You may use the model withdrawal form below, but you don’t have to. We refund the full amount to your original payment method within 14 days of receiving your request.

At checkout you ask us to deliver your eSIM immediately and acknowledge that your right of withdrawal ends once the eSIM is installed or activated on a device, because the service has then started. This does not affect your rights if the eSIM does not work because of a fault on our side.

Model withdrawal form

To: Caretta Digital OÜ, Ahtri tn 12, 15551 Tallinn, Estonia — support@carettago.com
I hereby give notice that I withdraw from my contract for the following eSIM:
Order number: … / Ordered on: … / Name: … / Email used for the order: … / Date: …

Once your eSIM has been installed or activated on a device, the right of withdrawal no longer applies (see “Right of withdrawal” above). After the eSIM has been installed or activated, the Company will evaluate refund requests only under the following exceptional circumstances, and only if no data has been used via the eSIM (0 bytes), meaning it has not connected 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.

d) Wrong country, wrong dates or wrong plan

If the eSIM has not been installed and its validity period has not started, write to info@carettago.com within 14 days of purchase. We will exchange the plan for the correct one or refund it. Once the eSIM has been installed, or the validity period has started, the plan cannot be exchanged or refunded.

e) Unused data and expired plans

Unused data is not refunded and is not carried over to another plan. A plan whose validity period has ended cannot be extended or refunded. The validity period runs continuously from the first connection, including days on which the eSIM is not used.

f) Deleted or lost eSIM

If the eSIM profile is deleted from the device, or the device is reset or lost, the plan is lost and no refund is issued. We will try to help with a reinstallation where our network partner allows it, but we cannot promise one. Please keep your QR code until the plan has ended.

After installation — refunds only in exceptional cases

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. After the eSIM has been installed or activated, trip cancellations, travel plan changes or a decision not to use the package are not valid reasons for a refund. Before installation, you can withdraw within 14 days without giving any reason (see “Right of withdrawal” above). If you withdraw before installing the eSIM, we refund the full amount.

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