These rules were checked on 22 July 2026. Refund approval depends on the current policy and the facts of each order.
Affiliate disclosure: We may earn a commission from qualifying ConnectedYou purchases. This guide does not change ConnectedYou’s refund policy or the amount returned.
ConnectedYou refund rules at a glance
| Situation | Published outcome |
|---|---|
| Direct purchase, unused, within 15 days | Refund may be requested, less a fee |
| Some data already used | No normal refund |
| Confirmed ConnectedYou technical fault | Investigated individually |
| Accidental purchase, unused | May qualify within 15 days |
| Incompatible device, unused | May qualify within 15 days |
| Cancelled trip, unused | May qualify within 15 days |
| Bought through a reseller | Contact the reseller |
| Package never activated within 180 days | Terms say no refund |
| Leftover data after travel | No partial refund |
Not a full money-back guarantee
Even an eligible unused order has a published administrative deduction. Check the fee table below before deciding whether a small-order refund is worth the process.
Who can request a refund?
Direct ConnectedYou customers may request one for any reason within 15 days if the product has not been used. The policy names accidental purchases, incompatible devices and cancelled travel as examples.
Being eligible to request does not mean every request is automatically approved. ConnectedYou can investigate the order, terminate the supplied eSIM and deduct its fee.
The safest time to check compatibility is before checkout. Use the ConnectedYou compatible devices guide and confirm that the phone is also carrier-unlocked.
When is a refund normally refused?
Any data has been used
ConnectedYou says no refund is issued once the customer has used the eSIM or any portion of the data plan. A quick connection at the destination may therefore change eligibility, even if very little data was consumed.
Data remains after the trip
The Help Centre says unused data does not receive a partial refund. Buying 20GB and using 3GB is not a reason to reclaim the value of 17GB.
The activation deadline was missed
ConnectedYou’s terms require a package to be activated within 180 days. They state that a package which expires unused after that window cannot be returned or refunded.
Abuse or fraud is suspected
ConnectedYou may deny a refund or replacement where it finds abuse, a terms violation, an unauthorised purchase or fraudulent activity. Unauthorised-payment claims can be investigated before a refund is processed.
What if ConnectedYou had a technical fault?
The policy allows a refund request where an issue is confirmed as a technical fault at ConnectedYou. Approval follows an investigation into the case.
Before requesting money back, give support enough evidence to distinguish a service problem from a settings or coverage issue:
- Order number
- eSIM ICCID if available
- Phone model and operating-system version
- Destination and exact location
- Date and local time
- Screenshots of errors and cellular settings
- Steps already tried
- Whether the phone showed a network name or signal
Keep the profile installed
Do not delete the eSIM before support checks it unless instructed. A deleted, single-use profile can make diagnosis harder.
ConnectedYou administrative charges
The policy applies the following deductions to new refund requests from 1 September 2025 onwards.
| Order value | Administrative charge |
|---|---|
| Up to $10 | $1.30 |
| Above $10 to $25 | $2.10 |
| Above $25 to $40 | $3.00 |
| Above $40 to $55 | $3.85 |
| Above $55 to $70 | $4.75 |
| Above $70 to $85 | $5.70 |
| Above $85 to $100 | $6.50 |
| Above $100 to $130 | $8.30 |
| Above $130 to $160 | $10.00 |
| Above $160 to $200 | $12.30 |
| Above $200 | $29.00 |
Example: an eligible unused $10 order would have a $1.30 charge deducted, leaving a potential $8.70 refund. This is a simple calculation, not a guarantee of approval or the final amount.
How to request a ConnectedYou refund
- Stop using the eSIM Do not activate it merely to test data.
- Find the order confirmation Locate the confirmation email and purchase date.
- Check the deadline Confirm that fewer than 15 days have passed.
- Collect the details Gather the order number and reason for the request.
- Email support Write to
esim@connectedyou.iofrom the address used for purchase. - State the unused status Say clearly that the eSIM and data have not been used, if accurate.
- Attach evidence Add useful screenshots, but never full card details.
- Keep the eSIM installed Leave it in place until support responds.
- Save the reply Keep the support reply and approval reference.
Suggested subject:
Refund request for unused ConnectedYou order [ORDER NUMBER]
In the message, include the purchase date, destination, plan size and a short factual explanation. Do not claim the plan is unused if it connected and consumed data.
How long does a refund take?
Approved refunds return to the original payment method. ConnectedYou says the amount can take up to 30 business days to appear on the bank statement, depending on the bank.
That is a maximum published processing window, not a promise that every payment takes a full 30 days. Weekends and public holidays do not count as business days.
If the period passes, reply to the approval email with the order number, refund date and payment method. Ask for a transaction or refund reference that the bank can trace.
Direct purchases versus reseller purchases
ConnectedYou’s policy says customers who bought through a reseller are not eligible for a direct refund from ConnectedYou. They must contact the reseller.
Our partner link redirects into the ConnectedYou store with partner tracking, so the checkout receipt identifies the merchant that accepted payment. Use that receipt to decide where to submit the request.
If an authorised partner supplied a ConnectedYou eSIM outside the ConnectedYou checkout, follow that partner’s refund rules. ConnectedYou says it must respect reseller procedures for transactions made outside its direct sales channels.
Can you cancel before installation?
An unused direct purchase may qualify within 15 days even if travel plans changed. Submit the request quickly. Installation alone and data use are not the same thing, but the policy focuses on whether the product has been used. To avoid ambiguity, do not install an order you already intend to cancel.
Can you get a refund for an incompatible phone?
The policy lists device compatibility as a possible reason when the eSIM is unused and the request is within 15 days. An administrative charge still applies.
Compatibility has two parts:
- The exact device variant supports eSIM.
- The device is unlocked from its carrier.
ConnectedYou cannot unlock a phone. Check both conditions before buying.
Can you get a refund for poor coverage?
The policy does not promise a refund simply because service was weak. ConnectedYou says constant network availability cannot be guaranteed and asks customers to report poor regional service so it can raise the issue with network providers.
A confirmed ConnectedYou technical fault can be investigated for a refund. Local congestion, indoor signal or unsupported rural coverage may not meet that test. Provide location and network evidence.
Refund versus troubleshooting
If data has not been used because the eSIM will not install, contact support while the 15-day window remains open. If it installs but does not connect at the destination, follow the ConnectedYou not-working checklist and document each step.
Quick fixes include enabling data roaming, selecting ConnectedYou for mobile data, disabling data saver, toggling aeroplane mode and checking the supplied APN.
How to reduce refund risk before buying
- Check the exact device model and carrier lock.
- Confirm every destination on the coverage list.
- Buy within 180 days of travel.
- Choose a realistic data size.
- Read the activation and validity rules.
- Save the product page and receipt.
- Install over reliable Wi-Fi before departure.
- Keep support details available offline.
Compare current costs in the ConnectedYou pricing guide. Check the ConnectedYou coupon status before paying — the verified 10% code ESIMBROS10 was active when checked, but always confirm the discount in the basket.
Buying carefully? Check plans first — 10% off with code ESIMBROS10
Check ConnectedYou PlansFrequently asked questions
Does ConnectedYou offer a full refund?
An unused direct-store order may be requested within 15 days, but an administrative charge is deducted.
Can I get a refund after using data?
ConnectedYou says no normal refund is issued once any part of the eSIM or data plan has been used.
Can I refund unused leftover data?
No. The Help Centre rules out partial refunds merely because data remains.
Where do I request a refund?
Email esim@connectedyou.io for a direct purchase. Contact the reseller if the reseller accepted payment.
How long can the refund take?
ConnectedYou says an approved refund may take up to 30 business days to appear, depending on the bank.
Is there a refund fee?
Yes. Published administrative charges range from $1.30 for orders up to $10 to $29 for orders above $200.
What happens if I never activate the package?
The terms require activation within 180 days and state that a package missed beyond that deadline is not refundable.