Refund Policy

Last updated 22 September 2026

Ask at support@alexarix.com with the ICCID from the eSIM screen. We answer within one business day.

Refunded in full

• Not installed, not used. The profile is still untouched — we cancel it and refund the whole amount, no reason needed.
• It did not work. The plan failed because of a fault on our side or our supplier's — installed or not, used or not, we refund it.
• Bought twice by accident. The duplicate is refunded.
• Wrong destination bought by mistake, as long as the profile has not been installed.

Refunded in part

• Coverage failed partway through. If a fault on our side left you offline for part of the plan, we refund the days you could not use.

Not refunded

• Installed and working. Once a profile is installed it cannot be returned to the supplier, so an installed working plan is not refundable — the same rule every eSIM reseller operates under.
• Used up or expired. Data spent or days elapsed.
• Deleted from Settings. A deleted profile cannot be restored or reissued.
• Carrier-locked or non-eSIM phone. Please check your device before buying; if the profile was never installed, the first rule above applies instead and you get your money back.
• You changed your travel plans after installing the profile.

How and when you get the money

Refunds go back to the card or Apple Pay account that paid, through Stripe. We send them the same day we agree the refund; banks typically post them within 5–10 business days. We never refund to a different card or to store credit.

Statutory rights

If you are a consumer in the EU or UK, you have a statutory right to withdraw from a distance contract within 14 days. By buying a plan and asking for it to be issued immediately you agree that delivery begins at once, and the right to withdraw ends once the eSIM profile has been issued and installed. Your rights where a service is faulty or not as described are unaffected by anything on this page.

Chargebacks

Please write to us before disputing a charge with your bank — we can almost always fix it faster, and a chargeback locks the funds for weeks on both sides.