Orders and Refunds Agreement

Effective Date / Last Updated: 20th August 2025

This policy explains how cancellations and refunds are handled for eSIM data plans and Top-Ups purchased through ORA app or website at orasim.io, provided by ORA Ltd.

ORA Ltd. is a Gibraltar corporation (Reg. No. 125434) with its principal place of business at Suite 4.3.02, Block 4, EuroTowers, Gibraltar, GX11 1AA. Submitting a refund request constitutes acceptance of these terms.

§ 1 Eligibility for Refunds

You may request a refund for most of eSIM data plan and Top-Up that has not yet been installed, activated and/or used. Please refer to purchased Product Page details: some product are activated when purchased, others upon installation, and some upon first data use.

To be eligible, your request must be submitted within activation window (also specified on the Product Page details).

§ 2 Handling Fee

Every approved refund is subject to a non-refundable handling fee of US $2.00. This fee covers transaction fees and mobile provider charges for issuing eSIM card, and will be deducted from refunded amount.

§ 3 How to Request a Refund

To request a refund, use any form of contact available on Contact Us page. Please provide Order ID and eSIM ICCID number, the date of purchase, and a brief explanation of your request. You can find both the Order ID and ICCID in eSIM Portfolio section, next to the corresponding eSIM plan.

Please submit your request within activation window (specified on the Product Page). ORA will acknowledge and issue refund within 3 business days.

§ 4 Processing Time

Once your request is approved, we will issue the refund to your original payment method. Please allow a few business days for the amount to appear on your bank statement; for some cards and/or banks it may take up to 30 calendar days and it's independent from ORA.

§ 5 Partial and Discretionary Refunds

If you installed the eSIM and have used less than 1% of your data allowance due to network or service quality issues, ORA may, at our discretion, grant a full or partial refund. Approval in such cases is not guaranteed and will be evaluated individually.

§ 6 Non-Refundable Situations

Refunds will not be granted for activated Data Plans with more than 1% usage, expired plans or requests made after the refund window has passed (i.e. activation window specified on Product Page). Refunds are also void in cases of fraudulent or abusive behaviour.

§ 7 Special Promotions and Campaigns

If you purchased under a special promotion, referral program, or with promotional credits, refunds are not applicable.

§ 8 Dispute & Appeal

If your refund request is denied and you wish to appeal, reply to your original support ticket or send a new email to support@orasim.io with “Refund Appeal” in the subject line, and include your Order ID / ICCID as well as a reason for appeal. We will review appeals within five business days and respond with our final decision.




For any questions about this policy or the status of your refund, please contact us - we will be happy to assist.