How refunds work
This policy applies to eSIMs you buy directly from Kober. If you bought your eSIM from a travel agency or another Kober partner, contact that partner: their refund rules apply, and Kober is not a party to that purchase (Terms and Conditions, clause 3.3).
Three parties take part in your refund. Kober reviews your request and decides it. The network provider that supplies the eSIM confirms that the eSIM can be cancelled. Our payment processor, PayPal, returns the money to the payment method you used.
Refund for a change of mind
If your plans changed and you no longer need the data plan you bought, we refund the full amount to your original payment method.
Conditions:
- The eSIM must not have been installed, activated or used.
- You must have bought the eSIM directly from Kober.
- The purchase must be no more than thirty (30) days old.
If the eSIM has already been installed or used, we review your case individually and look for a solution that fits.
Cancel an unused eSIM yourself
If your eSIM has not been installed, activated or used, you can cancel it from your account. First we confirm with the network provider that the eSIM is unused. If the provider confirms it, the eSIM is cancelled and your refund starts automatically. A cancelled eSIM cannot be used or installed again.
Refund for connectivity problems
When your eSIM does not work because of a problem attributable to Kober or to the network at your destination.
Conditions:
- Contact our support team (support@getkober.com) to report the problem as soon as it happens, not after your trip.
Our main goal is uninterrupted connectivity while you travel, and we prioritize fixing the problem as quickly as we can. If we cannot resolve it within a reasonable time, we will look for a fair way to compensate you for the inconvenience.
Refund for an incompatible or locked device
If you buy a Kober eSIM and it turns out to be incompatible with your device, we give you a full refund.
Kober has a compatibility checker at /compatibility so you can confirm your device supports eSIM before you install it.
Conditions:
- You must not have scanned the QR code or used the manual installation details.
- You must not have used any data from the plan.
- You must have bought the eSIM directly from Kober no more than thirty (30) days ago.
- You will need to share proof that your device is not compatible and/or is carrier-locked.
If you meet these conditions, contact our support team (support@getkober.com) to process your refund.
Where the money goes and how long it takes
Refunds go back to the payment method you used for the purchase (your PayPal account or the card you paid with). We cannot refund to a different method, account or person. The refund covers the price you paid, including the indirect taxes charged. Once we approve a refund, PayPal starts it right away; your bank or card issuer may then take several business days to show it. Fees or exchange-rate charges applied by your own bank are outside our control and are not refundable by Kober.
What cannot be refunded
- eSIMs that have been installed, activated or used, except in the cases above where we review them individually or where there is a connectivity problem.
- Purchases older than 30 days.
- eSIMs that you removed from your device after installing them, because they cannot be installed again.
- Purchases made through a travel agency or another partner: ask that partner.
If you open a dispute with your bank or PayPal
Please contact us first: we can usually solve the problem faster than a dispute. If you do open a dispute or ask your bank to reverse the payment, we may share information about your order (such as delivery, installation and activation) with PayPal and your card issuer so they can decide. We will not refund the same payment twice.
Important limits
- The provider’s data decides eligibility. We rely on the installation, activation and usage data reported by the network provider that supplies your eSIM. When that data shows the eSIM was installed, activated or used, it is conclusive for this policy.
- The refund is the full remedy. Except where the law gives you more, the refund of the price you paid (or a credit, if you ask for one) is the only remedy for the cases in this policy. Kober is not responsible for the costs of your trip, roaming charges, missed connections or other indirect losses.
- Misuse. We may refuse or limit refunds when we detect fraud, repeated refund requests, repeated disputes or other misuse of the service.
- Your legal right of withdrawal. If you are a consumer in the European Union or the United Kingdom, you have a legal right to withdraw within 14 days (clause 9 of the Terms and Conditions). Because an eSIM is delivered digitally and immediately, by choosing immediate delivery and installing or activating it you acknowledge that you may lose that right for the part already supplied.
How to ask for a refund
Write to support@getkober.com with your order number and the email you used to buy. For your right of withdrawal as a consumer, see clause 9 of the Terms and Conditions.