Refund and cancellation policy
Last updated: 29 October 2026
Todo Mobile Travel eSIM is the storefront brand of ANVI TELCOM SL, a Spanish company and the seller responsible for purchases on todomobile.mobi. Its storefront platform and eSIM fulfilment are provided by a technology partner acting on its behalf.
Request a cancellation or refund
Write to info@todomobile.mobi with your order reference, purchase email and the reason for your request. Tell us whether the eSIM has been downloaded, installed, activated or used. Contact us promptly and before installation where possible. The merchant reviews and communicates the decision and any refund amount; submitting a request does not itself cancel a plan.
Unused eSIMs and top-ups
For a change-of-mind request outside a statutory cancellation right, eligibility depends on the plan's expiry and whether its supplier can cancel it. An eSIM that has not been downloaded may be cancellable; an installed but unactivated eSIM is not necessarily cancellable. Used, expired or activated packages and top-ups are not automatically refundable. These conditions do not override your statutory rights.
Delivery or service problems
If delivery fails or the service does not work as described, contact us with the order reference and a description of the problem. We will investigate and arrange the remedy required by applicable consumer law, which may include restoring the service, replacement, a price reduction or a refund. Supplier cancellation limits do not remove the merchant's legal obligations.
Consumer cancellation rights
Consumers in the EU may have a 14-day right of withdrawal for distance contracts. Any exception for a service or digital content applies only when its legal conditions are met, including any required express consent and acknowledgement. Installation or activation alone does not waive a statutory right. To exercise a right of withdrawal, send a clear statement of your decision to cancel to the contact below. Mandatory consumer rights remain unaffected.
How refunds are returned
Approved refunds are returned through the original payment method where possible. We will confirm the amount and status. The time for the refund to appear depends on the payment provider and your bank; any statutory refund deadline takes precedence. Payment disputes and chargeback rights are unaffected.