Refund & Cancellation Policy
Last updated: 26/01/2026
At Odysmart, we provide digital eSIMs that are delivered instantly so you can stay connected when you travel.
Because eSIMs are digital products, refunds and cancellations follow specific rules. Please read this policy carefully before purchasing.
1. Digital delivery and cancellations
All Odysmart eSIMs are digital products delivered electronically by email after successful payment.
Once an eSIM has been delivered, the purchase is generally final and cannot be canceled, except in the case of a confirmed technical issue as described below.
2. No "change of mind" refunds
Refunds are not provided if:
You decide not to use the eSIM
Your travel plans change or are canceled
The eSIM is unused but delivered correctly
You purchased the wrong destination or data plan
Your device is not eSIM-compatible or is carrier-locked
The issue is caused by incorrect installation, incorrect settings, or user error
The eSIM was deleted from the device after installation
The eSIM was installed on the wrong device or removed by the user
The user attempted to reinstall or transfer an eSIM that is single-use and non-transferable
Each Odysmart eSIM can be installed only once and on one device. Once installed, it cannot be transferred, and if deleted, it cannot be reinstalled.
3. Single-use and non-transferable eSIMs (important)
Each Odysmart eSIM is single-use and non-transferable.
This means:
An eSIM can be installed only once and on one device
Once installed, it cannot be transferred to another device
If the eSIM is deleted from your device, it cannot be reinstalled
Refunds are not available if:
The eSIM was deleted after installation
The eSIM was installed on the wrong device
The user attempted to reinstall or transfer an eSIM
To avoid any issues, please do not delete your eSIM until your plan has fully expired.
4. Refunds for technical issues
A refund may be issued only if all of the following conditions are met:
The eSIM does not work due to a confirmed technical issue attributable to the service, and
Our support team is unable to resolve the issue or provide a replacement eSIM, and
You contact our support team within 7 days of purchase or within 24 hours of the eSIM’s scheduled activation or first attempted use (whichever occurs first)
If a technical issue is confirmed within this timeframe, Odysmart may, at its discretion:
Provide a replacement eSIM, or
Issue a refund to the original payment method
Requests made outside this timeframe may not be eligible for a refund.
5. Network coverage note
Connectivity is provided via our connectivity partners (including eSIM Go) and local mobile network operators.
Network coverage, speed, and availability depend on location and local infrastructure.
Odysmart is not responsible if a specific area has no coverage because coverage does not exist there, or if service quality is affected by local network limitations, congestion, maintenance, or factors outside our control.
6. Contact support before requesting a refund
If you experience an issue, please contact us before requesting a refund so we can help troubleshoot.
To help us assist you quickly, please include:
Your order number
The email used at checkout
Screenshots or error messages (if available)
Email: lucy@odysmart.com
7. Refund policy
Approved refunds are issued to the original payment method.
Processing times may vary depending on your payment provider or bank.
8. EU consumers : digital content and right of withdrawal
If you are a consumer in the European Union, you may have a legal right to withdraw from certain purchases within 14 days.
However, because Odysmart eSIMs are digital services delivered immediately, by completing your purchase you:
Request immediate delivery and performance of the digital service, and
Acknowledge that your right of withdrawal may be lost once delivery or use begins
This does not affect your rights where the service is faulty or not provided as promised.
9. Contact us
Questions? Contact us anytime:
Email: lucy@odysmart.com
Website: www.odysmart.com