Refunds

Updated 2026-11-11

Before activation

Orders that haven't been paid or confirmed can be cancelled on the Orders page at no cost. If you've paid but the service hasn't started, open a ticket with your order number for a full refund.

After activation

• Trial plans are very cheap and meant for testing speed, so they aren't refunded once active.
• For Standard and AI plans, if the line doesn't work on your network within 48 hours of activation and we can't fix it together, you get a full refund.
• After 48 hours we generally don't refund. If our lines are down for more than 24 hours in a row because of us, we'll either extend your plan by the days lost or refund the remaining days pro rata, whichever you prefer.
• Accounts suspended for breaking the terms aren't refunded.

Renewing and switching

Renewing the same plan adds the time on; plans longer than a month reset their data monthly.

Switching to another plan while yours is active: the unused value of the old plan = plan price × days left ÷ plan days. It's converted into extra days at the new plan's daily price and added to the new plan, starting when payment is confirmed. For plans whose data doesn't reset monthly (one-month plans), the share left is the smaller of days left and data left. Leftover data doesn't carry over; data follows the new plan. Expired plans have no value left. Credit is only ever turned into days, not cash.

Trial plans are only for people who haven't had a plan yet.

How to ask

Sign in and open a ticket with your order number and the reason. Refunds go back the way you paid: card payments are refunded by Stripe to the same card, usually within 5 to 10 business days depending on your bank; transfers are returned within 1 to 3 business days.