100% Connection Guarantee

Koala Sim offers a 100% Connection Guarantee. If your eSIM does not achieve a first successful data session in the destination country after completing troubleshooting with Koala Sim support, you are eligible for a full refund under the terms on this page.

What This Guarantee Is

This guarantee reduces uncertainty when purchasing a travel eSIM. It applies when your eSIM fails to work at the moment it matters: when you arrive and attempt to use mobile data in your destination country.

  • “Connected” means the eSIM completes a first successful data session in the destination country.
  • If a first successful data session cannot be achieved after troubleshooting, the outcome is a full refund to the original payment method.

For details on when an eSIM becomes active and how validity is calculated, see the Activation, Validity and Expiry Policy.

Definition of “Connected”

For the purpose of this guarantee, connected is defined as the eSIM completing a first successful data session in the destination country.

Network registration alone does not qualify as connected. Data must successfully function.

Terms and Conditions

Eligibility Requirements

All of the following conditions must be met:

  • You are using an eSIM-compatible device.
  • Your device is unlocked and capable of using third-party eSIMs.
  • You follow Koala Sim’s installation and activation instructions correctly.
  • You attempt to use the eSIM within 30 days of purchase.
  • You contact Koala Sim support and complete troubleshooting before a refund is assessed.
  • The connection attempt occurs within the supported coverage area listed on the relevant product page.

Refund assessment criteria and support processes are outlined in the Refunds, Cancellations and Troubleshooting Boundaries policy.

What the Guarantee Covers

  • An eSIM that does not achieve a first successful data session in the destination country after troubleshooting.
  • Rare cases where an eSIM connects but fails to function reliably may be assessed on a case-by-case basis.
  • Intermittent or partial functionality scenarios may be assessed case-by-case where evidence indicates the eSIM did not function as intended.

What the Guarantee Does Not Cover

  • Slow speeds, congestion-related performance variation, or variable throughput once data is working.
  • Use outside the plan’s stated coverage area.
  • Issues caused by device incompatibility or carrier-locked devices.
  • Issues caused by user misconfiguration, including incorrect APN settings, disabled roaming, or deleting the eSIM profile.
  • Cases where data has successfully begun flowing through the eSIM.

Performance variation caused by network conditions is explained in the Speed, Congestion and Performance Policy.

Troubleshooting Requirement

Troubleshooting with Koala Sim support is required before a refund is assessed. This may include:

  • Device compatibility verification
  • Installation checks
  • APN configuration review
  • Network selection guidance
  • Reissue of the eSIM where appropriate

Refund Outcome

  • Eligible claims receive a full refund.
  • Refunds are processed to the original payment method.

Request Deadlines

  • You must contact Koala Sim within 7 days of noticing the eSIM did not work.
  • You must attempt to use the eSIM within 30 days of purchase.

Case-by-Case Assessment

Some situations may require individual assessment, including:

  • Rare cases where the eSIM connects but does not function reliably.
  • Network-wide outages, roaming partner outages, or exceptional infrastructure events.

How to Claim

  1. Email support@koalasim.com.au
  2. Provide your order number, destination country, device model, and a description of the issue.
  3. Complete troubleshooting steps provided by support.
  4. If eligibility criteria are met and no first successful data session is achieved, a full refund will be processed.

Common Questions

What qualifies as connected?

A first successful data session in the destination country.

Does slow speed qualify for a refund?

No. Once data is working, performance variability is not covered by this guarantee.

Is troubleshooting required?

Yes. Troubleshooting with Koala Sim support is required before a refund is assessed.

Does the guarantee apply outside the coverage area?

No. The guarantee applies only within the supported coverage area listed on the relevant product page.

What if the eSIM briefly connects and then stops working?

Rare cases may be assessed on a case-by-case basis.

For common misunderstandings about connectivity and eligibility, see the Koala Sim Policy Clarifications page.

Disclosure and Versioning

  • Last updated: 2026-02-10
  • This guarantee is governed exclusively by the terms on this page.