1. Full refund

If the eSIM has not been installed, you can request a full refund within 30 days of purchase. If the eSIM is not delivered within 24 hours of payment, you may cancel the order for a full refund.

2. Technical failure

If the eSIM was installed but could not connect at the destination because of the service, the supplier or the partner network, the case is investigated with the supplier and you get a full refund or a replacement plan.

3. No refund

Used or partly used data, expired plans, and installed eSIMs that cannot work because the device does not support eSIM or is carrier-locked.

4. How to request

In the bot @proon_esim_bot: open "My eSIMs", choose the eSIM and request a refund (available for an eSIM that has not been installed). Or contact support and give the order number: Telegram @ProONsupport, info@proonvpn.org. Do not delete the eSIM from your phone before you get a reply.

5. How and when

An approved refund is made manually by an operator to the original payment method, usually within 10 business days.

Other documents: Terms of sale, Privacy policy