Orbitelo

Refund Policy

Last updated: May 2026

1. How eSIM Activation Works

Your eSIM activates automatically when your device first connects to a supported mobile network included in your plan.

At that moment:

  • Your plan starts immediately
  • The validity period begins
  • The eSIM is considered used

Once activated, the plan cannot be paused, extended, or refunded.

2. Refund Eligibility

Eligible for refund

You may request a refund if all of the following apply:

  • The eSIM has not been installed on your device, or it has been installed but has not connected to any supported mobile network
  • No data has been used on the eSIM
  • The refund request is made within 60 days of purchase

Case-by-case review

Refunds may be considered if:

  • A verified technical issue prevents the eSIM from working
  • The issue is confirmed by Orbitelo support

Refunds will not be granted if the issue is caused by:

  • Device incompatibility
  • Carrier-locked devices
  • Incorrect installation or configuration
  • Disabled or incorrect device settings

All case-by-case requests are reviewed by our support team. Refund decisions outside automated eligibility are made at Orbitelo's reasonable discretion.

Not eligible for refund

Refunds will not be issued if:

  • The eSIM has connected to a supported network (activated)
  • Any data usage has occurred, regardless of amount
  • The refund request is made more than 60 days after purchase
  • The issue results from user error or unsupported devices
  • Service is unavailable due to force majeure events, including natural disasters, armed conflicts, civil unrest, or government-imposed network restrictions

3. Early Activation (Roaming Notice)

If your plan includes coverage in your current location:

Your eSIM may activate immediately after installation or when data roaming is enabled.

To avoid unintended activation:

  • Install your eSIM only when you are ready to use it
  • Or disable data roaming until you reach your destination

4. Refund Processing

  • The amount charged to your payment method is refunded to your original card via Stripe — this typically takes 5–10 business days depending on your bank
  • Any Orbitelo Wallet balance applied in the original purchase (top-up funds and promotional credits) is restored to your Wallet immediately after the refund is approved
  • Orbitelo Wallet balance is non-withdrawable and non-transferable; restored promotional credits (cashback or referral bonuses) remain subject to the standard per-order usage limits

5. How to Request a Refund

If your eSIM is eligible, you can request a refund directly from your order detail page in the app or at orbitelo.com.

support@orbitelo.com

For orders that require manual review, contact:

  • Your Order ID
  • A brief description of the issue
  • Screenshots or additional details (if applicable)

Our support team may request additional information to review your case.

6. Important Notes

  • An eSIM is considered activated upon first network connection, not at the time of purchase
  • Even minimal data usage counts as usage
  • Orbitelo does not control network performance, which depends on local operators
  • Refund decisions are made in accordance with this policy and at Orbitelo's reasonable discretion
  • Orbitelo is not liable for service unavailability caused by events beyond its control, including natural disasters, armed conflicts, civil unrest, or government-imposed restrictions on network access in any region

This Refund Policy is part of our Terms & Conditions.

For information on how we handle your data during refund processing, see our Privacy Policy.