Refund & Guarantee Policy

Last updated: September 2026

1. Connectivity guarantee

If a technical failure prevents installation or connection of your eSIM and no data has been consumed, you are entitled to a full refund.

2. Eligible cases

• Installation error or a corrupted eSIM profile / QR code.
• No network connectivity at the destination with zero data used.
• Refund requested before the eSIM profile was activated.

3. Not refundable

• Data has already been consumed on the eSIM.
• Incompatible or carrier-locked device (the app offers a checker before purchase).
• Plan expired after successful connection and use.

4. How to request

Email support@telovigo.com with your account email and the plan. Requests are reviewed and settled within 24 hours, to your original payment method (or to your T-Wallet balance for payments made through FIB, ZainCash or Qi Card).