Withdrawal and refunds

The short version: as long as you have not installed the eSIM, you can cancel and get your money back.

Before installation

• You can cancel within 14 days of purchase.
• You get the full amount back, on the payment method you used, within 14 days of your request.
• Email support@arrivalsim.com with your order number and say that you want to withdraw. That is enough.

After installation

When you check out, you ask us to deliver the eSIM straight away and you confirm that your right of withdrawal ends once the eSIM is installed. We confirm this in your order email. After installation we can no longer take the eSIM back, because it is linked to your phone.

A refund is not possible after installation if the eSIM does not work because of settings on your phone, such as data roaming being switched off, or because the eSIM was deleted.

When the eSIM does not work

If the eSIM does not work and the cause is on our side or our supplier's side, you are covered by your legal rights. Contact us during your trip so we can help. If we cannot fix it, you get a replacement or a refund.

How we check installation

Our supplier's system shows whether an eSIM was downloaded to a phone. We use that status to decide on a refund, and we tell you what it shows.

EU model withdrawal form

You do not need a form. If you prefer to use the EU model withdrawal form, email us and we send it to you. The official text is in Annex I(B) of Directive 2011/83/EU. Send it to support@arrivalsim.com.