Refunds & replacements

Start with your trip

Open My trips in the browser you used to buy, choose your order, and select Need help. You can choose installation, connection, slow service, more data, switching eSIMs, or Something else. Paid orders still waiting for delivery can also open help.

The flow is self-service: a few relevant checks, another supported network where available, then a free replacement or refund when we cannot resolve the issue. You do not need to open a ticket or wait for manual approval for a normal eligible case.

For an unused eSIM you no longer need, choose Something else and continue to the offered resolution if the settings check does not apply. You do not have to claim that the service failed in order to receive an unused-eSIM refund. If the order flow is inaccessible, email the contact below with your order number.

Unused eSIMs

If the supplier reports no data used, we offer a full refund of the price paid for the affected eSIM. Installation or activation alone does not remove this unused-eSIM benefit. This also covers an unused purchase you no longer need or cannot use with your device.

If we cannot reliably verify usage, we offer a full refund for that eSIM as a goodwill resolution rather than assume you used the allowance. The offered amount is shown before you confirm.

Connection and service failures

If you cannot install or connect, we guide you through a short set of relevant checks using the purchased plan’s settings. Where supported, we may suggest another network. If these steps do not solve the issue, we offer a suitable free replacement when practical, or a refund.

If the service never provided usable data, you can report that in the flow and receive a full refund for the affected eSIM. Reported network traffic does not by itself mean you received usable service. We do not require repeated speed tests or make you prove the same problem over and over.

If service worked but later becomes unusable, we offer a replacement where suitable, or refund the unused portion. Slow service follows the same approach: check remaining data, try another supported network and a restart, then offer a replacement or an unused-portion refund if it remains unusable.

Free replacements

We offer up to one free replacement per purchased eSIM through the automated flow. It must be available from the supplier, cover the stops assigned to that eSIM, and provide suitable data and validity. For connection issues, we look for a verified different network at the current stop. The replacement need not have the same product name as the original.

A replacement is optional. When both a replacement and refund are shown, you can choose the refund. If a replacement is unavailable or also fails, the flow offers the applicable refund instead of sending you through another replacement loop.

Before you accept a replacement, we disclose a fallback refund amount. If preparation takes more than ten minutes, we automatically request that refund through our recovery process. External processing delays can affect when the refund completes. Accepting a replacement does not create a subscription or authorize a charge.

How we calculate the refund

Refunds apply to the retail price of the affected eSIM, not automatically to every eSIM in a bundle. Other working eSIMs remain available.

• No reported usage, unverifiable usage, or service that never worked: the full affected eSIM price.
• Service that worked before becoming unusable: the affected eSIM price multiplied by the unused share of its data allowance, rounded up to the next cent.
• A replacement that worked before failing: reported replacement usage is included when assessing how much of the original entitlement remains unused.

For example, if an eSIM cost $10 and 40% of its allowance remains unused, the unused-portion refund is $4. This is based on data remaining, not simply days left on the trip. Supplier usage reports can be delayed, so the displayed figure may not be real-time.

We show and hold the refund amount when offering the resolution. We never refund more than the amount paid that has not already been returned. You do not pay an additional refund-processing fee to ShrimpToast, and your refund does not depend on us receiving money back from the supplier.

Used data and top-ups

Using up a working data allowance does not ordinarily qualify for a refund. The flow instead shows compatible paid top-ups when available, or helps you find another plan. A new purchase requires your approval.

If a paid top-up fails, we provide a full refund of that top-up as a goodwill resolution. We do not invent a prorated amount where the supplier’s cumulative usage cannot be reliably attributed to the top-up. Refunding a top-up does not revoke the underlying eSIM.

Unused data on a service that worked as described is not automatically refunded just because the trip ends early. The unused-eSIM and genuine-service-failure rules above, and any applicable statutory rights, still apply.

Where the money goes

Refunds are sent through Stripe to the original payment method, not to another card or as compulsory store credit. The order shows whether a refund is still processing or has been issued. A pending refund is not the same as money already appearing in your account.

After a refund is issued, banks commonly take around 5–10 business days to display it, and timing can vary by bank and payment method. See Stripe’s refund timing guidance. Bank conversion rates and fees are outside our control.

You can close the page while a replacement or refund is processing; its status is saved. We retry interrupted processing automatically. An external service outage or payment processing issue can delay completion, so do not submit a new purchase just to restart a pending refund.

A refunded eSIM may be cancelled or disabled. Save the instructions for any working or replacement eSIM. Refunding an original eSIM does not revoke separately purchased top-up data attached to it.

Your statutory rights

This customer-satisfaction policy is additional to rights you have under applicable law. It does not exclude mandatory consumer guarantees or statutory cancellation, withdrawal, or service-failure remedies.

Where an online purchase carries a cooling-off or withdrawal right, that right remains available according to the applicable law. We do not treat a general acceptance of our terms, installation, or activation alone as a blanket waiver of that right. You can notify us of a statutory withdrawal or other legal claim using the contact below; you do not need to report a technical failure. Any legally required refund or deadline takes precedence over a narrower rule on this page.

Requests must be truthful. We may use payment and service records to prevent duplicate or fraudulent refunds, without removing a legitimate entitlement.

Operator and contact

ShrimpToast is operated by WEB3 SOLUTIONS LLC in Indiana, United States. Routine eSIM issues should start in My trips → Need help. For legal notices, statutory cancellation requests, or an order you cannot access, email us with the order number and purchase email. Do not include full card details or installation codes.

See also our Terms of service and Privacy policy. Demo purchases are previews: no payment is taken, and no real replacement or refund is issued.