The following refund policy is effective as of 1st October 2025 as part of our broader Terms of Service.

Refund eligibility 

Refunds may be granted within 30 days if:

• eSIM unused (not activated or no data consumed).
• Activation fails due to Skratch technical issues or network problems.
• Device listed as compatible but eSIM fails after troubleshooting.
• QR code or instructions are not received within 24 hours.
• Prepaid plans: less than 10% of data used.
• Unlimited plans: less than 1 GB used.
• UK/EEA customers cancel within 14 days under Consumer Contracts Regulations (if unused).
• Duplicate purchases for the same device or destination (neither activated).
• Billing errors confirmed by Skratch.

Non-Refundable Circumstances

No refunds will be issued for:

• Activated eSIMs exceeding usage thresholds.
• Device incompatibility (if listed on website).
• Travel plan changes, expired plans, or poor network connectivity or performance due to location or local telecom provider network.
• Misuse of eSIMs or violations of Terms or Fair Usage Policy.
• Issues with third-party applications.

Refund Process

• Submit a request to support@skratch.world with the subject “Refund Request,” including order number, plan details, reason, and supporting evidence
• Users must cooperate with troubleshooting.
• Approved refunds are issued to the original payment method within 7–10 business days subject to bank processing and currency conversion times.
• Refunds are limited to the original purchaser and payment method. No partial refunds beyond thresholds.

Updated on: 31/10/2025