Refund Policy

Last updated: August 2026

At Telisco, we want you to feel confident buying your eSIM. This policy explains when refunds are available. Because eSIMs are digital products that connect you to mobile networks the moment they are installed, our refund rules follow the standard practice for the eSIM industry.

The short version: If you have not installed your eSIM and have not used any data, you are eligible for a full refund. Once an eSIM has been installed or any data has been used, it cannot be refunded.

Eligible for a refund

You may request a full refund if all of the following are true:

Your eSIM has not been installed on any device.
No data has been used on the eSIM.
The request is made within 14 days of purchase.

Refunds are also provided if a technical fault on our side prevented your eSIM from being delivered or activated, and we are unable to resolve it.

Two things are never refundable, whatever their state:

Calls + SMS + Data plans. The plan starts and the phone number is issued the moment you buy, so it cannot be returned even if the eSIM has never been installed. You confirm this at checkout before paying. More below.
Top-ups. A top-up adds data to an eSIM that is already installed and in use, so it is used from the moment it is applied. More below.

The one exception to both is a technical fault on our side that we cannot resolve. If we fail to deliver, we refund you in full.

Not eligible for a refund

The eSIM has been installed on a device (installation consumes the activation profile, which cannot be reissued).
Any amount of data has been used.
The plan's validity period has started or expired.
Issues caused by an incompatible or locked device. Please check device compatibility before purchasing - see our FAQ.
Purchasing the wrong destination or plan by mistake after installation.
Any Calls + SMS + Data plan, and any top-up, in any circumstances other than a delivery failure on our side.
The eSIM was deleted from the device after installation - deleting it does not restore refund eligibility. Reinstalling it may be possible manually with the codes from your original purchase email, but only on the same device, and it is not guaranteed to work - see our FAQ.
The eSIM was installed on the wrong phone, or passed to someone else who installed it. Delivery is complete when we email the eSIM to the address on the order, and what happens to it after that is outside our control.
You have not contacted us first. We can fix almost everything, and most problems turn out to be a setting or the wrong email. Please give us the chance before asking for a refund.

Top-ups

Top-ups add data to an eSIM that is already installed and in use. Because the eSIM is already active, top-ups are non-refundable once purchased.

Calls + SMS + Data plans

Plans that include a phone number, calls and SMS start the moment they are purchased and are activated on the network straight away. For that reason they are not refundable or exchangeable under any circumstances, even if the eSIM has not been installed. This is stated at checkout, and you confirm it before paying. If we fail to deliver the eSIM because of a technical fault on our side that we cannot resolve, we will refund you in full.

How to request a refund

Email [email protected] with your order reference (for example, TLC-XXXXX), the email used for the purchase, and a brief description of the issue. We aim to respond within 24 hours and to process approved refunds within 5–10 business days, back to your original payment method.

Questions

If you are unsure whether your situation qualifies, contact us before installing your eSIM and we will do our best to help. Reach us any time at [email protected].