Legal

Refund Policy

Last updated: 28 September 2026

The short version

Refunds are available within 30 days of purchase, only while your eSIM has not been installed or activated. Changed your mind or picked the wrong plan? We refund to Ello Credit instantly. Installation problem we can't fix? Tell us within 30 days of the problem and we refund to Ello Credit instantly, or to your original card within 5–10 business days. Once an eSIM has been installed, activated or has used data, it can't be refunded. Wallet top-ups (Ello Credit you add) are not refundable. To request a refund, contact support with your order number.

1. How to request a refund

Email support@ellosim.com or use live chat on our order tracking page. Include your order number and tell us what happened. Most requests are handled the same day; some checks can take up to 3 business days.

2. What is not refundable

Once an eSIM has been installed, activated or has used any data, it can't be refunded. This includes:

  • A wrong country or duration after installation.
  • A locked or non-eSIM-compatible device discovered after installation.
  • Any data already used.
  • An expired validity period.
  • A request more than 30 days after purchase for an eSIM that was never installed.

Wallet top-ups (Ello Credit you add) are not refundable. Check your plan and device compatibility before installing.

3. Ello Credit refunds

Changed your mind or picked the wrong plan before installing? Request a refund within 30 days of purchase and we refund to Ello Credit instantly. Ello Credit is available right away in your account and can be used on any eSIM.

4. Card refunds

For an installation problem we can't fix, tell us within 30 days of the problem. You can choose Ello Credit instantly or a refund to your original card. Card refunds are handled manually and usually appear within 5–10 business days, depending on your bank.

5. Cashback on refunded orders

Any cashback earned on a refunded order is reversed.

6. Chargebacks

Please contact us before filing a chargeback. Most issues are resolved quickly by email and a chargeback delays the resolution for everyone.

7. Business identity

ElloSim is the trading name of EMAM MEDIA LTD, a company registered in England and Wales (company number 11855473), registered office 20-22 Wenlock Road, London, England, N1 7GU. Refunds are issued by EMAM MEDIA LTD as Ello Credit or to the original payment method, as described above.