Refund Policy

Before your plan activates

Your plan doesn't start until it activates - for most plans that's the first time your device connects to a network at your destination; for a few it's the moment you install the eSIM profile instead, shown on the plan's page before you buy. So if your plans change before your eSIM has activated, you're eligible for a full refund. This applies within 180 days of purchase; if a plan hasn't activated within that window, the eSIM profile expires and is no longer eligible for a refund. Email support@sweetassim.co.nz with your order number.

After your plan activates

Once your plan has activated and the validity window has started, it's generally non-refundable - the same way an opened bag of chips doesn't go back on the shelf. We'll still make it right in specific cases:

• Technical fault on our end - the eSIM fails to activate or connect and our support team can't resolve it.
• Duplicate purchase - you were charged twice for the same trip by mistake.
• Wrong plan bought in error - flagged before you've used a meaningful amount of data.
• Device incompatible or locked - your device turns out to be locked or not eSIM-compatible.

Outside of those, we're not able to refund a plan for unused data left over once it's expired.

Top-ups

A top-up adds data straight onto the eSIM you already have installed, applied automatically within minutes of paying. Unlike a new eSIM, a top-up has no pre-activation window to cancel within, so it's non-refundable once purchased. The same technical-fault exception above still applies: if a top-up fails to apply because of a fault on our end and our support team can't resolve it, email support@sweetassim.co.nz and we'll sort it.

How to request one

Email support@sweetassim.co.nz with your order number and the reason. We aim to respond within 2 business days. Approved refunds go back to the original payment method through Stripe and typically appear within 5–10 business days depending on your bank. If that card or account has since expired or closed, your bank or card issuer will usually still route the refund through to you automatically - if it doesn't land, let us know and we'll work with Stripe to find another way to get it to you.

One thing we can't refund: the card processing fee Stripe charges us on the original payment. That fee is charged the moment you pay, whether or not the eSIM ends up used, so approved refunds go back less that amount rather than the full original charge.

Buying more than one plan

Ordering multiple eSIMs (for a group, or extra data for yourself) in one checkout is refundable per the same rules above, evaluated per eSIM rather than per order - so a connected eSIM in the same order doesn't block a refund on one that's still untouched.

Chargebacks

If something's wrong with your order, please contact us first - we can usually resolve it faster than a card dispute, and a chargeback on a plan that's already connected may be contested.