Refund and Cancellation Policy

Last updated: 17 August 2026

This policy explains when you can cancel an order and get your money back. It forms part of our Terms of Sale. It does not affect your legal rights.

The short version

• Not installed it yet? We will refund you in full.
• It does not work, and we cannot fix it? We will refund you in full.
• Installed and used it? No refund possible.

1. Your 14-day right to change your mind

For most things bought online you have 14 days to change your mind. Digital content — which is what an eSIM is — works slightly differently, because it is delivered to you straight away.

When you buy from us you ask us to deliver your eSIM immediately, and you agree at checkout that once we have sent it you lose the 14-day right to change your mind. That is what lets us send your QR code within minutes instead of making you wait two weeks.

If you have not yet asked for immediate delivery, or we have not yet sent your eSIM, your 14-day right still applies in full and you can cancel for any reason.

2. We refund an eSIM you have not installed

Giving up the 14-day right does not mean every sale is final. As a matter of policy, if you have not installed your eSIM we will refund you in full, whatever the reason — you changed your mind, your trip was cancelled, or your phone turned out not to support eSIM.

We can see whether a profile has been installed, so please just ask. The one thing we cannot do is refund you for an eSIM that has already been installed and activated.

3. If your eSIM does not work

Contact us first at support@labbaikesim.com. Most problems are quick to solve — a setting that needs changing, or a replacement QR code.

If we cannot get it working, you are entitled to a replacement or a refund under the Consumer Rights Act 2015. If the service worked for part of your trip and then failed, we will refund a fair proportion of what you paid.

4. What we cannot refund

• If you have already installed the eSIM.
• A plan that has expired because its validity period ran out, whether or not you used the data.
• A phone that cannot use an eSIM where you have already installed the profile. Please check your phone before you buy — see section 3 of our Terms of Sale.
• Poor coverage in a specific place, where the service is otherwise working. Networks around the Haramain can be heavily congested during Hajj and Umrah, which we cannot control.

5. How to ask for a refund

Email support@labbaikesim.com with the email address you used to order and, if you have it, your order reference. You do not need to use any particular form of words.

We aim to reply within one working day. Where a refund is due we will make it within 14 days of agreeing it, to the card you paid with. Your bank may take a few more days to show it.

6. Contact

Labbaik eSIM is a trading name of Spark & Soul Ltd. For anything about refunds or cancellations, email support@labbaikesim.com.