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Pre-launch legal draft

Refund policy

When a Wisp eSIM purchase may be cancelled, refunded or replaced.

Last reviewed: 12 July 2026

1. Our approach

We want refund decisions to be clear and fair. Eligibility depends on whether the eSIM has been delivered, installed, activated or used, the plan’s specific terms and whether the service is faulty.

This policy does not limit statutory rights for digital content that is faulty, not as described or cannot be supplied.

2. Requests that may qualify

A refund or replacement may be available where the request is made within the stated request period and one of the following applies.

  • The eSIM installation details were not delivered and Wisp cannot provide them within a reasonable time.
  • A duplicated order was placed accidentally and the duplicate plan has not been used.
  • The purchased plan materially differs from its description.
  • A technical fault attributable to Wisp or its suppliers prevents use after reasonable troubleshooting.
  • The eSIM has not been installed, activated or used and cancellation rights remain available.

3. Requests that will not normally qualify

A change of mind will not normally qualify after digital supply has begun with the required consent and acknowledgement, or after the eSIM has been installed, activated or consumed.

  • The phone is incompatible or network-locked and compatibility information was available before purchase.
  • The customer configured the device incorrectly and did not complete reasonable troubleshooting.
  • Coverage is unavailable at a particular indoor or remote location but the plan otherwise works on supported networks.
  • The plan has expired or its data allowance has been used.
  • The customer deleted the eSIM after successful installation.

4. How to request a refund

Contact support with the order reference, device model, current location, description of the issue and relevant screenshots. We may ask you to complete reasonable troubleshooting before deciding the request.

Approved refunds will be returned without undue delay using the original payment method unless another method is expressly agreed. Where UK consumer law requires a deadline, Wisp will meet that deadline.

5. Digital-content cancellation rights

UK distance-selling rules generally provide a cancellation period for digital content, but the right can be affected when the customer expressly requests immediate supply and acknowledges the consequence for cancellation rights. The checkout flow must capture that consent correctly before launch.