At Textr, we have a no-cancellation and no-exchange policy. However, we understand that plans can change, so we offer a policy that accommodates these changes as best as possible. Below is an outline of our return and refund policy for our eSIM and SIM cards:

eSIM Returns and Refunds

  1. Refund Eligibility
    • When You Can Get a Refund:
      You may qualify for a refund only if your phone plan is in the "Preparing" status and before “Pre-activated” status. Please note that any non-refundable one-time setup fees are non-refundable.
    • How to Request a Refund:
      Email your refund request to [email protected]. 
  2. When Refunds Are Not Available
    • If the eSIM Is Pre-Activated:
      Once the phone plan or number is assigned and ready for use, no refunds will be issued. 
    • Non-Refundable Purchases:
      Purchases made with a referral code, coupon, or credit are non-refundable.
    • Misuse or Fraud:
      Textr reserves the right to deny refunds if there is evidence of misuse, violation of our terms and conditions, or fraud related to the use of our services.

SIM Card Returns and Refunds

  1. Before Shipping
    • Canceling and Getting a Refund:
      You can cancel your order for a refund if your plan is in the "Preparing" status and before “Pre-activated” status . Please note that any non-refundable one-time setup fees are non-refundable.
    • Be sure to review and confirm your order details before the SIM card is sent.
  2. After Shipping
    • No Returns or Refunds:
      Once your SIM card has been pre-activated or shipped, we cannot accept returns or issue refunds. This policy is in place to protect the security and integrity of our products.
  3. Providing Accurate Delivery Information
    • Why Accuracy Matters:
      It’s essential to provide accurate delivery information. You can update your delivery details before the SIM card is shipped by contacting our support team at [email protected]. Additional charges may apply for changes.
    • Changes After Shipping:
      Once the SIM card has been shipped, delivery information cannot be changed. Incorrect details will not qualify for a return or refund.
  4. Double-Check Your Order
    • Review Before Confirming:
      We recommend that you double-check your delivery information and order details before finalizing your purchase. Our no-return, no-refund policy after shipment helps us maintain high standards of service and security for all customers.

Refund Policy for SIM Hosting Fees

The hosting fee is only refundable if your order is still in the "Preparing" stage. Once your SIM Hosting status changes to “Pre-activated” or “Active,” the fee is non-refundable. To check if you’re eligible for a refund:

  • Go to your account and check your SIM Hosting status.
  • If your order is still in the “Preparing” stage, you can request a refund by contacting our support team.

For assistance, visit our Help Center or contact our support team at [email protected].