# Refund policy

Full refund if your Veela eSIM isn't installed within 30 days, or if it never connects and we can't fix it. How to ask and how long it takes.

# Refund policy

Refund policy

A short rule that applies to every customer, including travellers who bought through an agency.

Last updated: November 11, 2026
## Full refund

- The eSIM hasn't been installed on a phone, and you ask within 30 days of purchase.
- The eSIM was installed but never connects at your destination because of a problem on our side or the network's, and our support can't fix it.
- You were charged twice for the same order.
## No refund

- The plan has already used data at the destination.
- The eSIM was installed but doesn't work because the phone doesn't support eSIM or is locked to a carrier. Please check your phone before buying.
- The plan has expired or the data is used up.
## How to ask

Open the chat on any page or write to [contact@veela.io](mailto:contact@veela.io) with your order number. Refunds go back to the original payment method (card or bank account). Card refunds usually appear within 5 to 10 business days, depending on your bank.
This policy doesn't limit your statutory consumer rights in your country. See the [terms](https://veela.io/terms/).