Refund Policy

Last updated: 8 August 2026

At MadaCell, we want customers to receive the eSIM service they purchased. This Refund Policy explains when a refund may be available and what to do if you experience a problem.

Nothing in this policy limits your statutory rights under applicable consumer law.

1. Unused eSIMs

Where an eSIM has not been activated or used, you may contact MadaCell to request cancellation and a refund.

Refund eligibility will depend on whether the eSIM or associated digital service has already begun to be supplied or consumed and on any applicable statutory cancellation rights.

Where a plan has already been activated or data has been consumed, it will normally be treated as used.

2. Activated or Used eSIMs

Once an eSIM plan has activated and mobile data has been consumed, refunds are not normally provided simply because:

• you changed your mind;

• you no longer require the plan;

• your travel plans changed;

• you purchased another eSIM;

• you did not use all available data; or

• you left the destination before the plan expired.

This does not affect your rights where the service is faulty, not as described, or you otherwise have a statutory right to a remedy.

3. Digital Content and Cancellation Rights

MadaCell eSIMs are supplied digitally.

UK consumers may have statutory cancellation rights for certain distance contracts. Special rules apply where digital content is supplied before the end of the normal cancellation period.

Where applicable, we may ask you during checkout to expressly request or consent to immediate digital supply and acknowledge the effect that beginning supply may have on your statutory right to cancel.

Nothing in this policy removes a cancellation or refund right that you are legally entitled to exercise.

4. Incompatible or Locked Devices

Customers are responsible for checking that their device is both:

1. eSIM-compatible; and

2. network/carrier unlocked

before purchasing.

We provide compatibility guidance to help customers make this assessment.

If you purchase an eSIM for a device that is not eSIM-compatible or is carrier locked, please contact us before attempting to activate or use the plan.

Where the eSIM remains unused, we may be able to provide a refund in accordance with this policy and your statutory rights.

Where the plan has already been activated or consumed, incompatibility caused by the customer's device will not normally qualify for a refund unless required by law.

5. Incorrect Purchase

If you accidentally purchase the wrong destination or plan, contact MadaCell support before activating or using the eSIM.

Where technically possible, we may offer a replacement, account credit or refund.

We cannot guarantee that an activated or used plan can be exchanged.

6. Service Does Not Work

If your eSIM cannot connect in a destination that should be covered by your purchased plan, contact MadaCell support.

Please contact us while you are still in the covered destination where reasonably possible. This gives us the best opportunity to diagnose the problem.

We may ask you to:

• confirm your device model;

• confirm that your device is unlocked;

• enable the MadaCell eSIM;

• enable Data Roaming on the MadaCell line;

• select the correct mobile-data line;

• check or update APN settings;

• manually select an available supported network;

• restart your device; or

• provide screenshots showing relevant settings or error messages.

If the problem is caused by MadaCell's eSIM/service and we cannot resolve it within a reasonable time, we will provide an appropriate remedy, which may include replacement, partial refund or full refund depending on the circumstances and applicable consumer law.

7. Coverage and Network Conditions

Mobile connectivity depends on third-party networks and cannot be guaranteed at every location within a supported country.

A refund will not normally be provided solely because:

• one particular network operator is unavailable;

• 5G is unavailable but another advertised/appropriate service is available;

• speeds vary because of ordinary network congestion;

• signal is poor in a particular building, remote location or other area with limited coverage; or

• temporary circumstances outside MadaCell's reasonable control affect a network,

provided that the service otherwise materially conforms to what was sold.

This does not affect your statutory rights if the service does not conform to the contract.

8. Unlimited Plans and Reduced Speeds

A speed reduction applied in accordance with the disclosed Fair Use Policy is not a service fault.

Unless a specific plan states otherwise, MadaCell Unlimited plans include 2 GB of high-speed data per day, after which speed is reduced to up to 1 Mbps for the remainder of the applicable daily period.

The high-speed allowance then resets according to the plan's applicable daily reset period.

A refund will not be issued merely because the Fair Use Policy has been applied as disclosed before purchase.

9. Change of Travel Plans

MadaCell is not responsible for cancelled flights, denied entry, visa issues, itinerary changes or other changes to your travel arrangements.

If your plans change and your eSIM remains unused, contact us and we will assess whether cancellation/refund is available.

10. Deleted eSIMs

Please do not delete your MadaCell eSIM as a troubleshooting step unless MadaCell support specifically tells you to do so.

Some eSIM profiles cannot be downloaded or installed again after deletion.

Where a working eSIM has been deleted by the customer contrary to the supplied instructions, a replacement or refund may not be available, subject always to your statutory rights.

11. How to Request a Refund

Contact MadaCell support using the contact details on our website and provide:

• your order number;

• the email address used for the order;

• the relevant eSIM/plan;

• the reason for your request; and

• any screenshots or information reasonably required to investigate a technical problem.

12. Refund Method

Approved refunds will normally be returned to the original payment method.

Banks and payment providers may take additional time to display a refund after MadaCell has processed it.

Where a refund to the original payment method is not reasonably possible, we may contact you to arrange an appropriate alternative.

13. Fraud and Abuse

We reserve the right to reject fraudulent refund requests or requests involving deliberate misuse of the service.

This does not affect legitimate statutory consumer rights.

14. Contact

For refund requests or service issues, please contact MadaCell through the support details provided on the MadaCell website.

MadaCell
United Kingdom