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
Lounge access, fast track and meet and greet are booked for your date and time. Once a booking is confirmed it cannot be cancelled, changed or refunded.
If we cannot confirm a booking, it is cancelled and refunded automatically: a card payment goes back to the card you paid with, and any ZetCoins or refund coins you used come back to your account.
Check your date, time, airport and passenger names before you pay. If something about a booking looks wrong, email support@zetexa.com with your order number straight away.
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.