This policy explains how cancellation requests and refunds are handled for orders placed through Journey770. It should be read together with our Terms & Conditions.
You can submit a cancellation request for your order using the cancellation request form on our website, providing your order number, the email address used at checkout, and, optionally, a reason. You will receive an email confirming that your request was received.
Submitting a cancellation request does not, by itself, cancel your order, stop fulfillment, or entitle you to a refund. Every request is reviewed individually by our team.
After you submit a request, we review your order status, the timing of your request, and the circumstances described, and follow up with you by email with the outcome. We aim to respond within a reasonable time.
If your cancellation request is received and reviewed before your eSIM has been provisioned with the network provider, we will generally be able to cancel the order and process a refund, subject to Section 9.
Once an eSIM has been successfully provisioned and delivered (meaning your installation email with QR code/activation details has been sent), a refund is not automatic. Whether a refund is appropriate depends on the circumstances, including whether the eSIM is usable and whether any provider failure described in Section 8 applies. Successful provisioning and delivery is a material factor in assessing refund requests.
A refund is not provided merely because you decided not to use a successfully delivered eSIM, did not activate it, changed your travel plans, or no longer want the Plan. Nothing in this section limits any right you may have under applicable law that cannot lawfully be waived or limited (see Section 12).
Where your eSIM fails to provision due to a network provider, technical, or fulfillment fault attributable to Journey770 or its provider — and not to a device compatibility issue, incorrect information you provided, or your own actions — we treat this as a provider failure. In this case, we will first attempt to resolve the issue (for example, by re-attempting provisioning); if that is not possible, we will process a refund for the affected order.
If an eSIM cannot be installed or activated because your device does not support eSIM technology, is carrier-locked, or was set up incorrectly, this is not treated as a provider failure. Refund eligibility in this situation is assessed case by case and is not automatic.
Where a refund is approved, it is returned to the original payment method used for the order. Processing time on our end may vary, and the time for funds to appear in your account also depends on your card issuer or payment provider, which is outside our control. We will confirm by email once a refund has been submitted for processing.
If you believe you were charged more than once for the same order, or charged an incorrect amount, contact support@journey770.com as soon as possible with your order number, and we will investigate and correct any verified error.
Nothing in this policy limits, excludes, or overrides any right you have under applicable law that cannot lawfully be waived or limited by agreement. Where this policy conflicts with such a right, the mandatory right prevails.
For questions about a cancellation request or refund, contact support@journey770.com with your order number.