Refund policy

Last updated: 24 October 2026

This Refund Policy applies to all eSIM data plans bought from Katara Connect. Katara Connect is proudly operated by Katara Group Pty Ltd (ABN 16 646 337 313), Level 5, 490 Northbourne Avenue, Dickson ACT 2602, Australia ("we", "us", "our").

Our eSIMs are digital products delivered by email, so nothing is shipped or returned. Please read this policy with our Terms of Service and Delivery Policy.

Before you buy: check your phone

An eSIM only works on a phone that supports eSIM and is not locked to one carrier. Please check yours on our compatibility page before you buy. If you're not sure, contact us first and we'll help you check.

Refunds before you install

If you haven't installed your eSIM, you can ask for a full refund within 7 days of purchase. The QR code and install link must not have been used. Once we've confirmed the eSIM is unused, we'll refund the full amount to your original payment method.

Bought the wrong destination or plan?

If you haven't installed it yet, contact us within 7 days and we can swap it for the right plan or refund it.

If your eSIM doesn't arrive

If we can't issue your eSIM after you've paid, we'll refund you in full.

After you install

Once an eSIM has been installed or activated, it can't be refunded. The plan has been loaded onto your phone and can't be returned to the network. This includes when:

• you change your mind or your travel plans change;
• you don't use all of your data before the plan ends;
• you installed the wrong destination or plan; or
• your phone didn't support eSIM or was carrier-locked.

Faults and your rights under consumer law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or changes those rights, or any rights you have under the consumer laws of the country you live in.

If your eSIM doesn't work as described, and the cause isn't your phone, its settings or local network conditions outside our control, please contact us first so we can help fix it. Most problems are sorted quickly. If we can't fix a genuine fault, we'll replace the eSIM or refund you.

Coverage and speed

Coverage, speed and network availability depend on the local networks in your destination. Normal variation in speed or coverage is not a fault and is not grounds for a refund. Daily plans slow down once you've used that day's high-speed data, as shown on the plan page.

How to ask for a refund

Email support@kataraconnect.com with your order number and a short description. We aim to reply within 24 hours. Approved refunds go back to your original payment method and can take 5 to 10 business days to appear, depending on your bank.

Contact us

Katara Group Pty Ltd, trading as Katara Connect
ABN 16 646 337 313
Level 5, 490 Northbourne Avenue, Dickson ACT 2602, Australia
Email: support@kataraconnect.com