Refund and Withdrawal Policy

The rule

A plan whose eSIM has never been installed is refunded in full on request. Once the eSIM is installed, the plan is not refundable, with two exceptions: a right of withdrawal the law gives you, while it still applies; and an eSIM that cannot connect to any of the plan's listed networks anywhere in its coverage area because of a fault in the eSIM itself or with the network operator, which we refund in full.

How to ask

From the order page in either app, from the order page on the website, or by email to support@lempart.app with your order number. No account is needed: the order number and the last four digits of the ICCID are enough. Tell us what happened; if the eSIM did not work, say where you were and what your phone showed — it helps us fix it for you and for the next traveller.

What we check

Whether the eSIM was installed and whether any data was used, as the network reports it. A plan that was never installed is refunded in full, no questions asked.

If the eSIM did not work

Contact us while you are still travelling, and we will first help you get connected. If the eSIM cannot connect to any of the plan's listed networks anywhere in its coverage area because of a fault in the eSIM itself or with the network operator, we refund the plan in full. These are not faults of the eSIM and are not refunded: weak or no signal in a particular building, home or area (coverage belongs to the network operators and varies from place to place); a phone that is locked to a carrier, cannot use eSIM, or is set up incorrectly — for example, with data roaming turned off; data that has been used up; and a plan bought for the wrong destination or dates.

Timing and method

Refunds go back to the original payment method within 5 business days of our decision; your bank may take a few more days to show it. A payment made in stablecoin or other cryptocurrency is refunded the same way, through the payment provider, in the amount you were charged in US dollars — the value of a coin at the moment of the refund is not our doing and is not adjusted for. We never refund to a different card, a different wallet, or in cash.

Right of withdrawal

If you are a consumer in the European Union, in the United Kingdom, or anywhere else whose law gives you one, you have 14 days to withdraw from this contract without giving a reason. The 14 days run from the day you place the order.

An eSIM bought for a trip next week is worth little a fortnight later, so at checkout you can ask us to issue it straight away. Ticking that box is your express request that we begin before the 14 days are up, and your acknowledgement that you lose the right of withdrawal once the eSIM has been issued. From that moment the right of withdrawal ends and the rule above governs; under it, a plan whose eSIM has never been installed is still refunded in full.

If you did not ask for immediate issue, you can still withdraw inside the 14 days. Write to support@lempart.app with your order number and say that you are withdrawing — a plain message is enough, in your own words, and no form is required. If you would rather use one, ask and we will send you the model withdrawal form. We then refund what you paid, less a proportionate amount for any data you actually used, within 14 days of hearing from you, to the method you paid with.

None of this touches the refunds we give when an eSIM did not work. Those are above, and they do not depend on any withdrawal period. Nothing in this policy limits rights that the law of your country gives you as a consumer.

Disputes

If you disagree with a decision, reply to our email and a person will look again. Contact: support@lempart.app.