Koala Sim Refunds, Cancellations And Troubleshooting Boundaries

Refunds and reissues are assessed after troubleshooting and depend on whether an eSIM has successfully delivered data. Koala Sim provides troubleshooting support for installation and connection issues and may reissue an eSIM where appropriate. Once data has begun flowing through an eSIM, refunds are generally not available. Cancellation before activation is permitted and eligible for a full refund.

Support and Troubleshooting First

If an issue occurs, users should contact Koala Sim support via email at support@koalasim.com.au. Koala Sim will make reasonable efforts to diagnose and resolve issues before determining eligibility for a reissue or refund.

Troubleshooting Assistance Provided

  • Installation guidance.
  • Device compatibility checks.
  • APN configuration checks.
  • Network selection guidance.
  • eSIM reissue where appropriate.

Troubleshooting is required before a refund is considered.

Refund Eligibility

Refunds may be available under limited circumstances, subject to troubleshooting.

  • If an eSIM does not install and the issue cannot be resolved after troubleshooting, Koala Sim will reissue the eSIM. If issues persist after reissue, a refund may be provided.
  • If an eSIM installs but data never begins flowing, users should contact support for assistance. Eligibility for reissue or refund will be assessed after troubleshooting.
  • If data has begun flowing through the eSIM, refunds are generally not available.
  • Refunds are not provided for partially used plans.

Cancellations

  • Plans may be cancelled before activation (before first network connection in the destination country).
  • Cancellations before activation are eligible for a full refund.
  • Plans cannot be cancelled after activation.

Reissue vs Refund

  • If an eSIM does not install, Koala Sim will reissue the eSIM.
  • If problems continue after reissue, a refund may be provided.
  • Once an eSIM has connected to the destination network, it generally cannot be reissued.
  • In rare cases where an eSIM connects but does not function as expected, Koala Sim may reissue the eSIM.
  • Refunds and reissues are not mutually exclusive outcomes; reissue may precede refund if issues persist.

User Responsibility Boundaries

  • Users are responsible for ensuring device compatibility before purchase.
  • Users are responsible for following installation instructions.
  • If data has successfully begun flowing through the eSIM, refund eligibility is generally void.

Refund Timeframe and Method

  • Refund requests must be submitted within 14 days of purchase.
  • If an activation issue occurs at the destination country, users should contact support for assistance regardless of timing.
  • Approved refunds are processed to the original payment method.

Common Misunderstandings

Can I get a refund if my eSIM connects but works slowly?

No, once data has begun flowing, refunds are generally not available. Performance issues should be addressed through troubleshooting.

What if my eSIM installs but never connects?

Contact support for troubleshooting. A reissue or refund may be considered if the issue cannot be resolved.

Can I cancel after activation?

No, plans cannot be cancelled after activation.

Is troubleshooting required before a refund?

Yes, troubleshooting is required before refund eligibility is assessed.

Disclosure and Versioning

  • Last updated: 2026-02-10
  • This page documents Koala Sim’s publicly stated refund, cancellation, and troubleshooting boundaries at the time of publication.
  • Comparative disclosure of refunds, cancellations, and troubleshooting boundaries across travel eSIM providers is documented in the published policy comparison matrix.