Last updated: 2026-05-16
This document is provided in English. Translations may be available for convenience; in case of conflict, the English version is authoritative.
This Cancellation and Refund Policy explains when and how you can cancel an Order, when refunds are available, and how they are processed. It applies to all purchases made through the Wanderer mobile application and related services (the "Service"). All payments are processed by Paddle as the merchant of record. This policy forms part of, and should be read together with, our Terms of Service.
Because eSIM Data Packages are digital content that, once activated, is consumed in real time across mobile networks, refund eligibility depends primarily on whether the eSIM has been installed and activated.
Where you are a consumer resident in the European Economic Area or the United Kingdom, you have a statutory right under Directive 2011/83/EU (the Consumer Rights Directive) and equivalent national laws to withdraw from a distance contract within fourteen (14) days, without giving any reason.
The fourteen-day period runs from the date of the contract (typically the date you complete the Order in the Service). To exercise this right, send a clear statement of withdrawal to support@wanderersim.com — including your order reference and registered email — before the fourteen days expire.
This statutory right does not apply to digital content that has been fully delivered with your prior express consent and your acknowledgement that you thereby lose your right of withdrawal (Article 16(m) of the Consumer Rights Directive). The next section describes how this exception applies in practice to our Service.
By completing an Order and proceeding to install or activate the associated eSIM on your device, you expressly:
If you have purchased a Data Package but have not installed or activated the eSIM, your right of withdrawal remains intact for the fourteen-day period.
You are generally eligible for a refund where any of the following applies:
To support a refund request promptly, please contact us as soon as you become aware of the issue.
Subject to your mandatory legal rights, refunds are generally not available in the following cases:
Costs incurred from alternative connectivity (other SIMs, roaming on a separate plan, hotel telephones, public Wi-Fi or co-working services) and other expenses not directly arising from the Order are not refundable or reimbursable, even where the original Order is subsequently refunded.
We may, at our discretion, make exceptions or issue a goodwill credit to your Wallet where the circumstances justify it.
Where you are eligible for a refund, the default method is to refund the amount in money to the original payment method through Paddle.
We may offer a refund to your Wallet as an alternative, but we will only issue a Wallet-credit refund where you have given your prior, informed consent for that method. You are not obliged to accept a Wallet-credit refund in place of a monetary refund where the monetary refund is owed to you under this policy or under mandatory law.
Where part of an Order was paid using Wallet credit and part using a payment method (for example, a card via Paddle), the refund is allocated proportionally to each source unless you request a different allocation and we agree.
Because Auto Top-Up initiates Orders automatically based on the configuration you have chosen, special rules apply:
You can disable Auto Top-Up on any eSIM, or for your entire account, at any time in the Service.
Send a clear request to support@wanderersim.com including:
We aim to acknowledge refund requests within two (2) business days and to reach a decision within five (5) business days. Complex cases may take longer; we will keep you informed.
Please contact us before initiating a card chargeback. A chargeback typically takes longer than a direct refund, may not return the full amount due to processor fees, and may result in your account being suspended pending investigation while the chargeback is open. We aim to resolve every legitimate refund request directly and without dispute.
Processing time after approval:
Questions about this policy or to submit a refund request:
Consumers in the EU may also use the European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.
The following template is provided pursuant to Annex I(B) of Directive 2011/83/EU on consumer rights. You are not obliged to use this form; any clear statement of withdrawal, sent to us within the applicable withdrawal period and before you have expressly consented to immediate digital delivery (see Section 3), will suffice.
Complete and return this form only if you wish to withdraw from the contract.
(\*) Delete as appropriate.