> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fizen.io/llms.txt
> Use this file to discover all available pages before exploring further.

# 1:1 Trip Guarantee & Refunds

> How Fizen handles eSIM replacements and refunds: free 1-for-1 replacement when the fault is ours, and clear rules for returns before and after installation.

## The promise

Every Fizen eSIM comes with a **1:1 Trip Guarantee**:

> If a Fizen eSIM fails because of a fault on our side, we replace it **1-for-1 at zero cost, for the entire length of your trip** — or refund the days you weren't able to use.

Changed your plans instead? An eSIM you **haven't installed yet** can usually be returned, minus a flat **\$1** processing fee.

***

## Two things decide the outcome

Before anything else, our agent checks two things:

1. **Has the eSIM been installed yet?** An eSIM is consumed the moment it's installed on a phone — that's a limit of the technology, not a policy choice.
2. **Whose side is the problem on?** A genuine fault with the eSIM is covered by the guarantee. A change of mind is handled as a return.

<Info>
  Not connecting but not sure why? Run the [2-minute checklist](/help-center/fizen-esim/troubleshooting) first — most "no internet" cases are a settings toggle. If the issue continues, contact support and we'll investigate it under the 1:1 Trip Guarantee.
</Info>

***

## Case 1 — The eSIM isn't installed yet

Covers every reason: you bought the wrong country or plan, your trip got cancelled, you changed your mind, or your phone turned out not to support eSIM.

* **What you get:** a refund, minus a flat **\$1** processing fee per eSIM
* **Condition:** the eSIM hasn't been installed or activated yet
* **Availability:** refund eligibility depends on the plan — check whether yours is **refundable before activation** in its **Package details**, or ask in the live chat and we'll confirm for your destination
* **Refund method:** confirmed by our agent based on how you paid

<Tip>
  Not sure your phone supports eSIM? Check it **before** you install — with the device check in the Fizen App, or by dialling `*#06#`. See [Supported Devices](/help-center/fizen-esim/supported-devices). Once an eSIM is installed, it can no longer be returned.
</Tip>

***

## Case 2 — The eSIM is already installed

### If the eSIM is faulty

Report it in the live chat. Once our support team confirms the fault, you choose one of:

* a **free 1-for-1 replacement eSIM**, issued at no cost, or
* a **refund for the days you couldn't use** — calculated from the plan's daily value and the number of unused days

Either way, the guarantee runs for the **whole trip**, not just day one, and replacements are always free.

<Note>
  **How the unused-days refund works.** The plan's value is divided by its total number of days, then multiplied by the days you weren't able to use. Example: a 10-day plan that stops working after day 4 leaves 6 unused days, so the refund covers roughly 6/10 of the plan. Your agent confirms the exact amount before processing.
</Note>

### If the eSIM works but you no longer want it

An installed eSIM can't be returned for a change of mind — including buying the wrong country or plan, or installing it on the wrong phone. This is why it's worth checking the destination, the plan and your device before you install.

***

## What's covered at a glance

| Situation                                         | eSIM not installed                    | eSIM already installed                              |
| ------------------------------------------------- | ------------------------------------- | --------------------------------------------------- |
| Won't activate, or no service at your destination | Free replacement, or refund minus \$1 | Free 1-for-1 replacement, or refund for unused days |
| Data speed far below what the plan advertises     | —                                     | Replacement or partial refund, case by case         |
| Stops working mid-trip                            | —                                     | Free replacement, covered for the whole trip        |
| Your device doesn't support eSIM                  | Refund minus \$1                      | Not refundable                                      |
| Wrong country or plan bought                      | Refund minus \$1                      | Not refundable                                      |
| Changed your mind, or trip cancelled              | Refund minus \$1                      | Not refundable                                      |

***

## How to request a replacement or refund

Everything happens in one chat. No forms, no email tickets.

<Steps>
  <Step title="Open the live chat">
    Tap the **chat icon** in the Fizen App. A human agent will assist you as soon as possible.
  </Step>

  <Step title="Send your Order ID and eSIM details">
    So we can resolve it in one go, include:

    * **Order ID** (in your purchase confirmation)
    * **ICCID** of the eSIM (on the eSIM details screen in **My eSIMs**, under Manual installation, with a copy button)
    * **Device model** (e.g. iPhone 15, Galaxy S24)
    * A **screenshot** of the issue, if there is one
  </Step>

  <Step title="We check status and cause">
    The agent confirms whether the eSIM has been installed and walks you through any quick setting fix. If the eSIM itself is at fault, you get a replacement or a refund as set out above.
  </Step>
</Steps>

<Note>
  **100% human support, zero guarantee fees.** Every conversation is with a real person, not a bot. Replacements under the 1:1 Trip Guarantee never cost you anything.
</Note>

## Keep reading

* [Fizen eSIM refund and return policy, explained](https://blog.fizen.io/esim-refund-return-policy-2026/)
* [Get a Fizen eSIM on fizen.io](https://fizen.io/esim)