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Refund Policy

At Truely, your satisfaction is our priority. Whether you've changed your mind, faced connectivity issues, or have an incompatible device, our straightforward refund policy is designed to help you with minimal red tape.

Refund for change of mind

If your plans have changed and you no longer need the data plan you purchased, we will provide a full refund credited back to your original payment method. You also have the option to receive the refund in Truely Coins to get an additional 5% of the total amount, which you can use on your next trip. 


  • The eSIM must not be installed or used
  • You must have purchased the eSIM directly from Truely
  • The purchase must have been made no more than six (6) months ago

If the eSIM has already been installed or utilised, we will review your individual case to provide a more tailored solution.

Refund for connectivity Issues

In cases when your eSIM doesn’t work due to an issue related to Truely, or the network in your destination.


  • You must reach out to our 24/7 Customer Support team to report the issue as soon as it occurs, not after the trip.

Our primary goal is to provide you with seamless connectivity during your travels, and we prioritise resolving your issue as soon as possible. If we are unable to resolve your issue within an acceptable time frame, rest assured that we will look for a suitable solution to compensate you for the inconvenience. 

Refund for Incompatible or Locked device

If you purchase a Truely eSIM, and it turns out that it’s incompatible with your device, we will provide you with a full refund. Please note that Truely provides a Compatibility Checker on both the app and the website to see if your devices support eSIMs before installation.


  • You have not scanned the QR code or used the manual installation details
  • You have not used any data from the plan
  • You must have purchased the eSIM directly from Truely not more than six (6) months ago
  • You will have to share proof that your device is not compatible and/or carrier-locked

If you meet these conditions, please contact our support team to process your refund.