This policy explains how to cancel an order on ZetSIM and what happens when you do.
Cancelling an eSIM order
An eSIM can be cancelled at any time until it is activated on a mobile network, as long as its plan has not expired. Installing the eSIM or scanning its QR code does not count as activation.
Cancelling an eSIM is the same as asking for a refund: go to Account → Refunds and choose the eSIM. The amount you paid comes back as refund coins, as set out in our Refund Policy.
An eSIM that has been activated cannot be cancelled.
If you bought several eSIMs in one order, each one can be cancelled on its own.
Orders that are never paid
If you start a checkout and do not complete the payment, the order is cancelled automatically after a short while. Nothing is charged, and any ZetCoins or coupon you applied to it are returned to your account.
Changing an eSIM after you buy it
An eSIM cannot be moved to another destination or plan once it has been issued. To switch, cancel the unused eSIM for refund coins and use them to buy the plan you want — they are worth the same as what you paid.
Airport services
Lounges, fast track, meet and greet and VIP services are booked with the venue for your date and time. Each service shows its own cancellation terms before you book, and those terms apply to that booking.
To ask to cancel an airport service booking, email support@zetexa.com with your order number before the booking date.
Need a hand?
Email support@zetexa.com with your order reference and we will pick it up. Our team answers 24/7 in 11 languages.