From the order page, where there is a form for it, or by email to support@lempart.app with your order number.
Tell us what happened. If the eSIM did not work, say where you were and what your phone showed — that is what lets us fix it for you and for the next traveller.
We check whether the eSIM was installed and whether any data was used, as the network reports it. Then a person decides and answers.
A plan is refunded in full on request as long as the eSIM has not been installed. A plan that was never installed is refunded with no questions asked.
Once the eSIM is installed, or once any data has been used, the plan is not refundable. The allowance has been issued to your phone by then and cannot be taken back.
There is one exception, and it is the important one: if the eSIM could not be activated in its coverage area through no fault of yours, we refund in full even though it was installed.
Refunds go back to the original payment method within five business days of our decision. Your bank may take a few days more to show it.
We never refund to a different card, and never in cash.
If you disagree with a decision, reply to our email and a person looks again.
Yes, in full, if it could not be activated in its coverage area through no fault of yours — an eSIM-capable, unlocked phone, in a covered place, and still no service.
Contact us while you are still travelling. That is when we can still make it work, and it is also the evidence that matters most.
Tell us where you were, which network the phone showed, and what you had already tried. Data roaming on the travel line and mobile data set to it are the first two things we will ask about.
Ask us — a person answers, usually within one working day.