Last updated: 1 September 2026
We want you to feel confident buying from Arouki eSIM. This policy explains exactly when a refund is available, what is not covered, and how to request one.
✓ When you qualify for a full refund
Your request is submitted within 7 calendar days of purchase AND the eSIM QR code has not been scanned or installed on any device.
You may request a full refund if both of the following conditions are met:
• Your request is submitted within 7 calendar days of your purchase date.
• The eSIM QR code has not been scanned or installed on any device.
Once an eSIM QR code has been scanned and installed on a device, the eSIM is considered activated at the network level. A refund is not possible at that point — even if you have not used any data, or your trip was cancelled.
This is an industry-wide constraint that applies to all eSIM providers worldwide, not a policy we have chosen arbitrarily. Installation is irreversible on the network side.
Device incompatibility: If you are unable to install or use the eSIM because your device is not eSIM-compatible or is carrier-locked, this does not qualify for a refund. You are required to confirm device compatibility (EID visible in settings) before purchasing. If you are unsure, contact us before completing your purchase.
Top-up purchases: Additional data top-ups applied to an installed eSIM are non-refundable once the order is placed, as data is added to your eSIM immediately and cannot be reversed.
If your eSIM fails to connect or function due to a verified error on our end (such as an invalid activation code or provisioning failure), you are entitled to a full refund regardless of installation status.
Contact [email protected] within 7 days of purchase with your order number and a description of the issue. We will investigate and respond within 1 business day.
Email [email protected] with the subject line 'Refund Request — [Your Order Number]'. Include your order number, the email address used at checkout, and a brief reason for your request.
We aim to confirm receipt within 1 business day and process eligible refunds within 5–10 business days of approval.
Refunds are returned to your original payment method (credit/debit card, Apple Pay, etc.). We do not issue store credits or gift cards.
All transactions are processed in USD. If your bank converted the charge to a local currency, the refunded amount may differ slightly due to exchange-rate fluctuations — this is outside our control.
We do not offer partial refunds. If you purchased multiple plans in one order, each plan is assessed independently — an eligible plan is refunded in full; an ineligible plan is not refunded.
Every refund request is verified against our technical records. eSIM installation status is logged at the network level — if our records show the QR code was scanned or the eSIM was provisioned on a device, the request will be declined regardless of the stated reason.
We reserve the right to decline or delay requests where we have reasonable grounds to suspect abuse, including repeated claims from the same email address or payment method, or a discrepancy between the stated reason and our technical records.
Submitting a refund request containing false or misleading information may result in permanent suspension of access to our services and may be reported to our payment processor.
If you are unsure whether your eSIM qualifies for a refund, email us before attempting to install it — we are happy to advise.
Nothing in this Refund Policy limits or excludes any statutory rights you may have under the Australian Consumer Law.
Email [email protected] with your order number. We respond within 1 business day.