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Refunds, in plain language.
Refunds, in plain language.
Activation does not end your right to a refund here. If your eSIM never worked, that is ours to fix, whether or not it activated first. Here is the policy in the words we actually decide by.
The three cases
Plans changed, eSIM never activated
What you get
Full refund, under the Terms
How
Write to help@fairwave.global with your order ID
The eSIM didn't work
What you get
If it could not be provisioned after you paid, you are refunded in full, automatically.
If it was provisioned but never connected, we make it right: you choose a refund or FairCredit.
How
A provisioning failure needs no request: the refund is issued automatically and the email says so.
A replacement eSIM or a refund
Trip's done, data left over
What you get
100% of the refundable value
How
FairCredit, automatic, no request needed
Case 1 · You never activated it
Trip cancelled, dates moved, bought the wrong country: if the eSIM was never activated, you're entitled to a full refund under our Terms. Write to help@fairwave.global with your order ID and we'll handle it from there.
What is true today, and usable in any version of this section: your order ID starts with B, and it is in the confirmation email we send once your eSIM has been provisioned.
Case 2 · It didn't work
If the provider could not issue your eSIM after you paid, you are refunded in full, automatically. Nobody has to ask and nobody has to approve it: the payment webhook issues the refund when provisioning fails, and the email you receive tells you it has happened.
If the eSIM was issued but never connected, we make it right. You choose a refund to your card, FairCredit, or a replacement eSIM. Write to help@fairwave.global with your order ID.
If you couldn't get online, that's on us. Activation isn't a trapdoor here: an eSIM that activated but never delivered a connection is a broken product, and we treat it as one.
What helps us decide fast: your order ID, your phone model, and a screenshot of the error if there was one.
Case 3 · You used some, not all
When your plan ends we work out what you did not use, and 100% of its refundable value goes back to your account as FairCredit, automatically, with nothing to claim and nothing to file. Three things are worth separating, and our Terms define all three: the value you did not use, the part of it that is refundable, and the amounts the Terms treat as non-refundable, which stay out of the calculation. Your account shows the exact figure before you spend it.
What we won't do
• We won't convert used data into a refund. If you used 12 GB of a 20 GB plan, the plan did its job for those 12 GB. The unused 8 come back as FairCredit — see how that's worked out on the FairCredit page.
• We won't refund "the speed felt slow on Tuesday afternoon." Mobile speed varies everywhere, including with us.
• We won't hide a denial behind silence. If the answer is no, you get the reason in plain words, from a person, and your reply gets read by one too.
What a plan card does print today: the data allowance, the validity, the network generations it runs on, the throttle point when the provider publishes one, every country it covers with the local carriers in each, the FairCredit line and the final price.
How decisions happen
Our support agent is available 24/7 and escalates to a person whenever a decision is needed. If a provisioning failure happens, the refund is automatic — issued by the payment webhook, not by a person, and the confirmation email says so. Denials are the one thing never decided by software: if the answer is no, a person reviews it and tells you why.
Considering a chargeback?
That's your right, and we won't argue with it. We'd only say: write to us first, it costs you nothing, and most cases end with a refund or FairCredit before a dispute would even open.
Who operates this policy
This policy is operated by FairWave LLC, 7900 Oak Ln, Ste 400, Miami Lakes, FL 33016, USA. Effective 2026-09-24. Questions about the policy itself: help@fairwave.global.
The full legal terms are on the Terms page, and they are the text that governs today.
Every plan shows what it includes, and what it does not, before you pay.
See all plans
Sources
Connection guarantee wording: deployed terms of service, section 6, and CP-07 (closed by Joaquin, 21 September 2026), checked 21 September 2026.
Refund communicated as 100% of refundable value: CP-01 (closed by Joaquin, 21 September 2026) and spec §5; the underlying rate paid to the customer is unchanged, D32, checked 21 September 2026.
Support email help@fairwave.global: CP-04 (closed by Joaquin, 21 September 2026).
Automatic refund when provisioning fails: supabase/functions/stripe-webhook, checked 21 September 2026.
What a plan card prints: the published Fair Print page, checked 21 September 2026.