eSIMs not yet installed or used (within 14 days): if you have not installed, activated or used your eSIM, you can ask us within 14 days of purchase. If you bought the wrong plan or your plans changed, we swap it for another eSIM or give you Slashtel credit for the full amount, used automatically at checkout with the same email. If your phone turned out not to support eSIM, or the eSIM could not be installed because of a problem on our side, we refund you to your original payment method. We verify the eSIM status with our network partners before any swap, credit or refund.
eSIMs installed or activated: once an eSIM has been installed on a device or has connected to a network, it cannot be returned and is non-refundable. If something isn't working, message us on WhatsApp. Most issues are a settings toggle and we'll get you connected.
Before you buy: please check your phone supports eSIM and is carrier-unlocked. Quick check: dial *#06#. If an EID number appears, your phone supports eSIM.
Mobile recharge / top-ups: recharges are delivered instantly to the mobile number provided and are non-refundable once delivered, including where the wrong number or operator was entered. Please double-check both before paying.
Repeat top-ups and Keep me connected: a renewal is an ordinary order. Once it has been sent to the operator or added to your eSIM it is final, like any other delivered order. You get a reminder email before each renewal with a one-click link to turn it off; turning it off stops the next renewal and nothing further is charged. If a renewal is charged after you turned it off, or at more than the price you agreed, we refund that renewal in full to your original payment method.
Recharge platform fee: a recharge costs the top-up amount plus our platform fee, shown in the all-in price before you pay. If you ask us to cancel an order before it is sent, or it cannot be sent because of details you entered, we refund the top-up amount and keep the platform fee.
If we cannot deliver: if a recharge cannot be delivered for reasons not caused by you, we refund the full amount, including the platform fee, to your original payment method.
Operator bonuses: bonus offers shown on our site are run by the operators under their own terms and can be changed or withdrawn at the operator's discretion. They are not guaranteed by Slashtel and are not grounds for a refund.
Why delivered products are final: we buy each eSIM and recharge from our wholesale suppliers when you order and pay them in full. Once delivered, neither our suppliers nor the operators reverse or refund it, so we cannot refund delivered recharges or installed eSIMs, except where the product was not delivered, is faulty, or is not as described.
Payment disputes: if you dispute a payment with your bank for an order we delivered, we will provide delivery records from our supplier and the operator, and we may suspend future orders while the dispute is open. Please contact us first; genuine problems are fixed or refunded quickly.
Card security: by paying you confirm you are the cardholder or have their permission. We may ask for 3D Secure or other verification, and may cancel any order we believe is unauthorised before it is sent.
How refunds are paid: to your original payment method via Stripe, typically within 5 to 10 business days.
Questions? Email esim@slashtel.com. We aim to resolve genuine issues fast.
Slashtel is a trading name of Kael Tripton Ltd (UK). This policy does not affect your statutory rights.