How long does a refund take?

How do I ask for a refund?

From the order page, where there is a form for it, or by email to support@lempart.app with your order number.

Tell us what happened. If the eSIM did not work, say where you were and what your phone showed — that is what lets us fix it for you and for the next traveller.

We check whether the eSIM was installed and whether any data was used, as the network reports it. Then a person decides and answers.

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Can I get a refund?

A plan is refunded in full on request as long as the eSIM has not been installed. A plan that was never installed is refunded with no questions asked.

Once the eSIM is installed, or once any data has been used, the plan is not refundable. The allowance has been issued to your phone by then and cannot be taken back.

There is one exception, and it is the important one: if the eSIM cannot connect to any of the plan's networks anywhere in its coverage area because of a fault in the eSIM itself or with the network operator, we refund in full even though it was installed. Weak or no signal in one building or area, a locked or incompatible phone, or a setting on the phone is not a fault of the eSIM.

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How do I complain, or ask for a decision to be looked at again?

Write to support@lempart.app, or reply to the email carrying the decision. A person looks again.

Please come to us first. Most problems are solved within a few days, and a chargeback takes longer than a refund does.

Say what you expected and what happened. If it is about an eSIM, the order number and what your phone showed are the two useful facts.

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