Refund policy
We want setup to be smooth. Because eSIMs are digital content that can be instantly used, refunds are limited as follows.
Eligible for refund
We will provide a refund or replacement where:
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Delivery failure: You didn’t receive the eSIM profile/QR after purchase.
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Activation failure (not your fault): You followed our troubleshooting steps and Network Partner confirms a provisioning fault.
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Duplicate order: Same plan purchased more than once by mistake (unused).
Claims must be made within 14 days of purchase and before the plan expires.
Not eligible for refund
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Device doesn’t support eSIM / is SIM-locked.
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Incorrect country/plan purchased.
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You started using data / validity has started, or the QR/eSIM was scanned/installed.
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Coverage, speed, latency or hotspot differences vs expectation.
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KYC failure, fair-use breach, misuse, or contravention of our Acceptable Use Policy.
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Inability to use due to local restrictions beyond our control (e.g., roaming blocks, government restrictions).
How to request
Email support@latamtravellers.com with:
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Order number, device model, OS version
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Screenshots of eSIM settings and error messages
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Steps you tried (APN, reboot, reinstall, etc.)
We typically respond within 2 business days. Approved refunds are processed to the original payment method. Bank processing times may vary.