Triptel

Refund Policy

eSIMs are digital products that are delivered instantly, so refunds depend on whether the eSIM has been installed or used.

Automatic refunds

If an order fails and no eSIM is issued, the full amount is returned to your Triptel wallet automatically. You do not need to contact us.

Eligible for a refund

You can request a refund within 7 days of purchase when:

  • the eSIM has not been installed on any device, or
  • the eSIM cannot connect in the covered destination because of a fault on our or our supplier's side, and our support team cannot fix it.

Not eligible for a refund

  • The eSIM has been installed or has used any data, except for a network fault described above.
  • Your device is not eSIM compatible or is carrier-locked.
  • You bought the wrong destination or plan.
  • The validity period has ended, or data was left unused.
  • The eSIM was deleted from your device. (Deleted eSIMs usually cannot be reinstalled.)

How refunds are paid

Approved refunds are credited to your Triptel wallet, normally within 3 working days. If you would prefer a refund to your original payment method, tell us when you ask; that can take up to 14 working days and gateway fees may be deducted.

Wallet balance

Wallet balance is meant to be spent on the Service. If you close your account, unused balance from a verified top-up can be returned on request, less any payment processing fees. Promotional credit cannot be withdrawn.

Merchant and API orders

Customers who bought through a merchant should contact that merchant. Merchants request refunds from us on their customers' behalf, and any commission earned on a refunded order is reversed.

How to ask

Email support@triptel.co with your order number, the email on your account and a short description of the problem (screenshots help).

Refund Policy