Refund Policy

TernSIM eSIMs are digital products delivered instantly. Because an eSIM profile can only be installed once, our refund policy balances fairness to you with the technical realities of eSIM provisioning.

Eligible for a full refund

• The eSIM has not been installed or activated, and you request a refund within 30 days of purchase.
• The eSIM is technically faulty (fails to install or connect) and our support team is unable to resolve it.
• Your device turns out to be incompatible and the eSIM was never installed.

Not eligible for a refund

• The eSIM has been installed and/or activated, or any data has been used.
• The eSIM was deleted from your device after installation (it cannot be reinstalled — see our install-once notice).
• Change of travel plans after the eSIM was installed or activated.
• Issues caused by a locked device, disabled roaming, or unsupported hardware where the eSIM itself is functioning.

Partial refunds

Where a plan is partially usable due to a confirmed network fault, we may issue a pro-rated refund or replacement eSIM at our discretion.

How to request a refund

Email support@ternsim.com with your order number and the reason for the request. Approved refunds are returned to your original payment method via Stripe, typically within 5–10 business days.