Refund policy

Plain rules, applied the same way to everyone. Payments are in cryptocurrency; refunds are too.

We refund in full when it is our fault

• Provisioning failed. Your payment confirmed but no eSIM could be issued. You choose: a replacement eSIM (same plan, when available) or a full refund.
• Plan not as described. The destination, data allowance, or validity on your eSIM differs from what you bought.
• Operator outage. The eSIM never connected at the destination during the plan window because of a verified network-side fault, and you contacted us while still travelling so we could troubleshoot.

No refund once the eSIM is delivered

An eSIM is a digital product delivered the moment your activation details are shown. Because the profile is issued to you personally and cannot be re-sold, there is no refund after delivery in these cases, except where the law of your country requires otherwise or at our discretion:

• Your device is carrier-locked, has no eSIM, or is otherwise incompatible (you confirmed compatibility at checkout; see supported devices).
• You changed or cancelled your trip, or did not use the data.
• You installed the eSIM on the wrong device, deleted it, or shared the QR code and someone else installed it.
• Coverage was poor in a specific location while the network itself was operating normally.
• You bought the wrong destination or data amount.

Payments that do not match the invoice

• Underpayment. The order is held; we do not issue an eSIM. Contact support — we can refund the amount received (minus the network fee for the return transaction) or, at our discretion, accept it and provision.
• Overpayment. We provision as normal and refund the excess above a small threshold. Dust amounts below the network fee are not returned.
• Late payment. If the invoice expired before payment confirmed, we treat it as an underpayment case above.

How refunds are paid

• Refunds are paid in the same cryptocurrency you used, to an address you give us, within 5 business days of approval.
• The amount is the USD value of your order converted at the rate at the time of refund (or the exact crypto amount received for mis-payments), less the network fee.
• We never ask for your private keys, seed phrase, or card details.

How to request

Email support@thecryptodepartment.com from the address used at checkout with your order id (ESIM-…) and what went wrong. Do not include your QR code. For connectivity problems, contact us while still travelling and include a screenshot of your network settings — most cases are fixed in minutes.

Your statutory rights

Nothing here limits rights you have under consumer law where you live. In the EU/UK, by proceeding at checkout you expressly consent to immediate delivery of digital content and acknowledge that the 14-day withdrawal right is lost once the eSIM is delivered.

We are an independent reseller of eSIM plans and are not affiliated with any mobile operator. See the terms.