If it never activated, you get your money back
The short version: if an eSIM you bought never activated on the local network, we'll replace it for free or refund you in full, whichever you prefer. Once an eSIM has activated, the plan is consumed on the network and can't be refunded.
Last updated 5 August 2026
What qualifies for a refund or replacement
Any eSIM that never activated on the destination's local network. That covers the cases where something went wrong (the eSIM was never delivered, the install failed, or activation didn't complete), and also the case where you simply never ended up using it.
What doesn't
Plans that have activated. Activation starts the validity clock and consumes the plan with the local operator, so we can't take it back. This applies even if you used only a little of the data or your travel plans changed after activating. Slow patches or coverage gaps in remote spots aren't refundable either, but if the network genuinely isn't working as described, write to us and we'll look at it properly.
How to claim
Email hello@oboloi.com or use the contact form with your order number and a line about what happened. A real person replies within a day. If the eSIM never activated, we'll offer you a replacement or a full refund, including the service fee.
How refunds are paid
Refunds go back to the payment method you paid with. Once approved, we process the refund straight away; how quickly it lands depends on your bank or card issuer.
Who you're dealing with
Atollo is run by Oboloi Pvt Ltd (registration C-0458/2018), Malé, Maldives. This policy is part of our terms of service.