Refund guidance

Last updated: 19 September 2026

Refund eligibility depends on where and how you purchased, whether the eSIM has been installed or used, the relevant plan terms and any consumer rights that apply to you.

Before requesting a refund

If the eSIM does not connect, first review the installation guide and contact support. Many issues can be resolved through device or network settings.

Contact Terrtel

Email support@terrtel.com with the purchase reference, purchase channel, destination, device model and a brief explanation. Do not include passwords or full payment card details.

Purchases handled by Apple

If Apple processed the purchase, Apple may handle the refund request. Visit Apple’s Report a Problem service and sign in with the Apple Account used for the purchase.

Your statutory rights

This guidance does not limit any mandatory consumer rights available under applicable law.