Refund policy
Last updated: 21 September 2026
Our eSIMs are digital products, delivered by email immediately after payment. An eSIM that has not been used can be refunded; an eSIM that has already been used cannot, because the plan is then consumed with the Japanese carrier and is not returned to us.
✅ When we refund
We refund your order in full in the two situations below.
- The eSIM has not been installed and no data has been used. You changed your mind, cancelled your trip or ordered the wrong plan: as long as the QR code has not been scanned and the profile has not been downloaded onto a device, the order is refundable.
- Your phone is not eSIM compatible, again provided the eSIM has not been installed and no data has been used. This is our compatibility guarantee: if your device cannot take the eSIM, you lose nothing.
In both cases the refund covers the full amount paid, back to the original payment method.
❌ When we cannot refund
Once the eSIM is in service, the plan has been bought and activated with our carrier partner. It can no longer be cancelled or resold. We therefore cannot refund:
- an activated eSIM, meaning one installed on a device and brought into service;
- an eSIM on which any data at all has been used, even a few megabytes, and even if most of the plan is untouched.
A plan that has been started is not refundable, not even in part, and not even if your trip is cut short.
How to request a refund
Write to support@planjapon.com with your order number and the reason for your request. Our support answers 7 days a week.
We check the state of the eSIM with the carrier (profile downloaded or not, data used or not) and come back to you. If the request is eligible, the refund is triggered immediately; how long it then takes to appear on your account depends on your bank, usually a few working days.
Unsure before buying? Contact us before you order and we will check your device compatibility with you.
Right of withdrawal
Under article L221-28 of the French Consumer Code, the 14-day right of withdrawal does not apply to contracts for “the supply of digital content not supplied on a tangible medium, the performance of which has begun after the consumer's express prior agreement and express waiver of their right of withdrawal”.
By validating your order and receiving your eSIM immediately, you accept the immediate performance of the service and waive that statutory right of withdrawal.
The policy described above is our commercial commitment: it goes beyond what the law requires of us, since we refund an unused eSIM even though we would not be obliged to.
Contact
For any question or technical support request: 📧 support@planjapon.com