Refund Policy
Refund Policy for Totally Untethered eSIM Plans
At Totally Untethered, we specialize in providing reliable and convenient global eSIM data plans for travellers. Our products are delivered digitally and activated electronically, which means our refund policy differs from that of traditional physical goods.
By purchasing an eSIM plan from Totally Untethered, you acknowledge and agree to the terms outlined in this Refund Policy. We strongly encourage all customers to carefully review device compatibility, supported destinations, and activation instructions before completing a purchase.
Due to the digital nature of eSIM technology, most purchases are considered final once the eSIM has been issued or delivered.
Digital Products and eSIM Purchases
All products sold on TotallyUntethered.com are digital connectivity products. These products are delivered electronically after checkout and include activation instructions required to install the eSIM on a compatible device.
Because digital eSIM profiles are generated and assigned immediately after purchase, they cannot be physically returned or reissued in the same way as physical products.
For this reason, eSIM purchases are generally non-refundable once the eSIM has been delivered.
Customers should ensure they are purchasing the correct plan for their destination and device before completing the checkout process.
When Refunds May Be Considered
Although most eSIM purchases are final, Totally Untethered may review refund requests in certain limited circumstances. Refunds may be considered if:
• The eSIM was not delivered due to a confirmed system error
• A technical issue prevented the eSIM from being generated or provisioned
• A duplicate purchase occurred due to a payment or checkout error
All refund requests are reviewed on a case-by-case basis at the sole discretion of Totally Untethered.
Submitting a request does not guarantee that a refund will be approved.
Situations Where Refunds Cannot Be Issued
Refunds will generally not be provided in the following situations:
• The eSIM has already been installed, activated, or used
• The customer’s smartphone or device does not support eSIM technology, due to the customer not reviewing device compatibility before purchasing
• The customer’s smartphone or device is locked by a mobile carrier and cannot use third-party eSIMs
• The customer purchased the wrong destination or regional plan
• Travel plans were changed or cancelled after purchase
• Network speed or signal quality varies due to local carrier conditions
• Installation instructions were not followed correctly
Customers are responsible for verifying that their device supports eSIM functionality before purchasing a plan.
eSIM Device Compatibility Requirements
eSIM technology is supported only on certain smartphones, tablets, and mobile devices. Before purchasing an eSIM data plan, customers must confirm that:
• Their device supports eSIM functionality
• Their device is unlocked by their carrier
• Their device supports the network bands available in the destination country
• Their device software is up to date
Totally Untethered cannot issue refunds for purchases made on incompatible or locked devices.
Customers can typically confirm eSIM compatibility in their device settings or by checking their device manufacturer’s specifications.
eSIM Activation and Installation
Totally Untethered eSIM plans are designed to activate when the eSIM profile is installed or when the device connects to a supported network in the destination country.
Once an eSIM profile has been installed on a device, it is considered activated or ready for activation, and the product becomes ineligible for refunds.
For best results, we recommend installing your eSIM before before travel or upon arrival at your destination. See our FAQ.
Detailed installation instructions are provided with every order.
Network Coverage and Performance
Totally Untethered partners with mobile carriers around the world to provide reliable international data connectivity. However, mobile network performance can vary depending on factors beyond our control.
Network speed, signal strength, and coverage may be affected by:
• Local carrier infrastructure
• Geographic location
• Network congestion
• Environmental conditions
• Device compatibility
Because these factors vary by location and network provider, variations in performance do not qualify for refunds.
Customer Support and Troubleshooting
If you experience difficulty installing or activating your eSIM, we encourage you to contact our support team before requesting a refund.
Many activation or connectivity issues can be resolved quickly through troubleshooting steps such as:
• Confirming device compatibility
• Ensuring the device is unlocked
• Checking cellular settings
• Updating device software
Our goal is to ensure every customer can successfully connect and use their eSIM data plan.
Chargebacks and Payment Disputes
Customers agree to contact Totally Untethered customer support before initiating a chargeback or payment dispute through their bank, credit card provider, or payment processor.
If a chargeback is initiated without prior communication, we reserve the right to provide payment processors with proof of digital delivery and order fulfillment.
Repeated or fraudulent chargebacks may result in the restriction of future purchases.
Approved Refund Processing
If a refund request is approved, the refund will be issued to the original payment method used during checkout.
Refund processing times may vary depending on the payment provider but typically take 5–10 business days to appear on the customer’s statement.
Any currency conversion charges, banking fees, or payment processor fees may not be refundable.
Updates to This Refund Policy
Totally Untethered reserves the right to update or modify this Refund Policy at any time. Changes will be posted on this page and will become effective immediately upon publication.
Customers are encouraged to review this page periodically to stay informed about our refund policies and digital product terms.
Contact Totally Untethered
If you have questions about this Refund Policy or need assistance with an order, please contact the Totally Untethered support team through the contact page on our website.
We are always happy to help ensure your travel connectivity experience is smooth and reliable.
