Refund & cancellation policy
Simple and honest: full refund before activation, real help after it.
Before activation — full refund
Changed your mind? If the eSIM has not been installed and no data has been used, request a cancellation from your account within 24 hours of purchase and we refund 100%. We check the profile with our supplier, release it, and only then return the money — to whatever paid for the order.
After activation — no refund
An installed eSIM profile cannot be retrieved or resold, so activated plans are non-refundable — the industry standard for digital telecom. But see below for what we can do.
Activated but something went wrong?
We do not hide behind the no-refund rule. If the service does not work as advertised, we make it right:
We troubleshoot first
Send your order number, phone model and a screenshot to info@turnaa.cloud. Typical response: 1–2 hours.
Refund or credit
If activation fails and we cannot fix it, you get a full refund or account credit — your choice.
Lost / broken phone
Contact us with your order confirmation and we will do our best to re-issue your plan to a new device.
How a cancellation works
- Sign in and open My eSIMs
- Press Request cancellation on the plan you want to cancel
- We check with our supplier that the profile is still unused, and release it
- We refund within 24 hours and email you the confirmation
- Prefer email? Write to info@turnaa.cloud from the address used at checkout with your order number — same outcome, same 24 hours
Refunds go back to whatever paid for the order: the original card, or your wallet balance if you paid with it. Cashback earned on a refunded order is reversed at the same time.
