Refund & cancellation policy

eSIMs are digital products delivered instantly. Here is exactly when you can cancel an order or get a refund.

Cancellation

An order that has not been paid can be cancelled at any time, free of charge, by contacting support@rivoesim.com. Once the eSIM has been delivered it can no longer be cancelled, but it is refundable under the conditions below.

Full refund

You get a full refund if the eSIM has not been installed on any device, no data has been used, and you ask within 14 days of purchase.

You also get a full refund if we could not deliver your eSIM because of a problem on our side, or if you were charged twice for the same order.

Technical problems

If your eSIM is installed but does not work at your destination, contact us right away with screenshots of your settings. We will help you and, if the problem comes from us or our network partner and cannot be fixed, we will refund you or send a replacement eSIM.

Not refundable

An eSIM that has been installed and used, partly used data, an expired plan, or a device that is not eSIM-compatible or is carrier-locked (please check compatibility before ordering). Top-ups are not refundable once applied.

How to request a refund

Write to support@rivoesim.com or use the support page, with your order number. We answer within 2 business days. Approved refunds are issued to the original payment method within 5 to 10 business days, depending on your bank.