Refunds — simply put
This is a translation for convenience. The Polish version of this document is legally binding.
Version of 19 October 2026. This is a summary of §§ 8–11 of the Terms (Regulamin); in case of any difference, the Terms prevail.
The eSIM is not installed yet
You get a refund of the whole amount. For 180 days from purchase, without giving a reason — a change of plans, a phone without eSIM, anything.
- 1.Go to your Account and, next to the purchase, choose "Ask for a refund" (Poproś o zwrot).
- 2.Choose the reason "The eSIM isn’t installed and I no longer need it" (eSIM nie jest zainstalowany i nie jest już potrzebny).
- 3.We check with the provider that the eSIM has not been installed. Every request is decided by a person; you will see the decision in the "Refunds" (Zwroty) section within 14 days.
- 4.The money goes back the same way you paid, no later than 14 days after the decision. Your bank usually shows the refund within 5–10 working days.
After the refund, do not install that eSIM any more.
You paid, but the eSIM did not arrive
The eSIM usually appears within a few minutes of payment. If we do not issue it within 60 minutes, we will cancel the order and refund the whole amount — you do not have to ask for anything. Your Account will then show "Couldn’t be issued — we’re refunding you" (Nie udało się wydać — zwracamy pieniądze). While the order is being checked, the payment page says so, and your Account shows "Paid, we’re checking the order" (Opłacone, sprawdzamy zamówienie); the 60-minute deadline applies then too.
The eSIM is installed, but the internet does not work
First check that data is going through the eSIM and that data roaming is turned on for the eSIM; turn aeroplane mode on and off. That did not help? In your Account, next to that eSIM, choose "Ask for a refund" with the reason "The eSIM is installed, but the internet doesn’t work" (eSIM jest zainstalowany, ale internet nie działa) or "Write to support" (Napisz do wsparcia) and describe what is happening. This is a complaint (reklamacja): we will reply within 14 days. If it cannot be fixed — we will refund the money.
The Package does not match its description
Choose "Ask for a refund" with the reason "The plan isn’t as described" (Pakiet nie odpowiada opisowi). This is a complaint too — we will reply within 14 days.
The eSIM is installed and works
Then the full-refund guarantee no longer applies: the network resource has been issued and cannot be given back. Unused data is lost at the end of the Package. Within 14 days of purchase you may, however, withdraw from the contract (odstąpienie od umowy) — we will then refund the price reduced by the part of the service performed up to the moment of withdrawal (§ 10 of the Terms).
When the money cannot go back the same way
If the refund could not be sent the first time, we retry it automatically — you do not have to do anything. Sometimes the bank does not accept the refund (e.g. the card has been closed). Then in "Refunds" you will see "Another payout method needed" (Potrzebna inna metoda wypłaty) — write to support, and we will agree one at no cost to you.
What there is not
- Automatic renewal or extra charges — every Package is a one-off purchase.
- Top-ups — if you need more data, buy another Package.
Contact
Support in your Account or e-mail [email protected].