At a glance
Short version. We do not refund accidental purchases or unused data once an eSIM has been installed on a device. You are eligible for a refund if you cannot use the service because of a technical fault on our network partner's end and the support team cannot resolve it within 10 days of your first report.
This policy mirrors our upstream provider (Airalo Partner network). We are a reseller — we cannot honour a claim that Airalo would not honour, because we pay Airalo the wholesale cost of every eSIM whether you use it or not.
1. When you are eligible for a refund
You qualify for a full refund if any of the following applies:
- Provisioning failed. The payment was charged but our network partner failed to issue an eSIM (you will see fulfillment failed on the order page). Refunds in this case are automatic — issued back to your original payment method within 5 business days, no action required from you.
- Unresolved technical fault. You installed the eSIM, you cannot use the service because of a technical fault on our network partner's side, you opened a support case with us, and the case has not been resolved within 10 days of your first report.
Examples of qualifying technical faults include: a QR code we issued cannot be installed on a supported device even after re-issuance; the eSIM activates but never receives a carrier signal in the destination country; a confirmed network outage in the destination country that lasts longer than the eSIM's validity window.
2. When you are not eligible
We cannot refund an eSIM in the following situations. These are the same exclusions Airalo applies on its own retail platform.
- Accidental purchase — you bought the wrong country, the wrong validity, or the wrong data size. Check the destination flag and plan summary before tapping Pay.
- Unused data — the eSIM has been installed on a device, even if you did not use the entire data allowance, or did not connect at all after installing. Installation is the trigger; once installed the eSIM is considered consumed.
- Device compatibility — your phone turned out not to support eSIM, or is carrier-locked. Use the Check compatibility tool on the install page before buying.
- Plan expired — the eSIM's validity period ended before you used it. Validity starts when the eSIM first attaches to a carrier network in the destination country.
- Fair-usage throttling — speeds were reduced on an Unlimited plan after the fair-usage threshold was reached. The threshold is disclosed on every Unlimited plan card before purchase.
- Local regulatory issues — the destination country has restricted eSIM use after you bought (for example a new sanctions or roaming rule). Airalo geofences these where possible; if a plan is withdrawn before activation, you will be refunded under §1 above.
- Suspected fraud or policy violation — if we or our network partner suspect chargeback abuse, account sharing, resale, or use of the eSIM for spam or illegal traffic.
3. How to request a refund
To request a refund or open a support case:
- Email sales@sinaitaxi.com from the address on the original order.
- Include your order reference (the short ID at the top of the receipt page, format
ord_xxxxxxxx). - Describe the problem in plain language. If it is a connectivity issue, please include: the destination country, your device model and operating system version, and a screenshot of the eSIM status page on your device.
We acknowledge every support email within 1 business day. For technical faults we open a ticket with our network partner the same day and keep you informed by reply email.
4. Timeline & method
Approved refunds are issued back to the original payment method (the card or wallet used at checkout). We cannot redirect a refund to a different card or to a bank transfer.
- Automatic refunds (fulfilment failed) — within 5 business days of the failure.
- Approved support refunds — within 5–10 business days of approval. The delay depends on your card issuer; we cannot speed this up beyond issuing the refund instruction to Stripe.
- Currency. Refunds are issued in EUR (the currency you were charged in). If your card was denominated in a different currency, your card issuer re-converts the refund; small FX differences are outside our control.
5. Partial refunds & credits
We do not issue partial refunds for unused data on an installed eSIM. Top-ups remain the recommended path if you under-estimated your data needs — visit your receipt page to add data to the existing eSIM without a new install.
We do not currently offer store credit in lieu of a cash refund. If a refund is approved, it is paid back to your original payment method.
6. Statutory consumer rights
Nothing in this Refund Policy limits the rights granted to you under mandatory consumer-protection law in your country of residence.
If you are an EU/EEA consumer, the 14-day right of withdrawal under Directive 2011/83/EU does not apply to fully performed digital services that you have given express prior consent to begin (Article 16(m)). Installing the eSIM constitutes such consent. However, your statutory remedies for non-conformity of a digital service (Directive 2019/770) remain available.
7. Contact us
For all refund or support requests:
Sinai Taxi Ltd
Company number 14825809 (England & Wales)
71-75 Shelton Street, Covent Garden
London WC2H 9JQ, United Kingdom
Email: sales@sinaitaxi.com
WhatsApp: +44 1908 380111
Website: esim.sinaitaxi.com
Full legal agreement: see our Terms of service.