Refund Eligibility
Not every situation qualifies for a refund, so let’s lay it out clearly. You may be eligible for a refund if your plan has not yet been activated, a technical issue on our end prevented you from using the plan, or you accidentally made a duplicate purchase for the same plan. You are not eligible for a refund if your plan has already been activated and data has been used, your plan has expired, or you simply changed your travel plans or no longer need the eSIM.How to Request a Refund
1
Log in to your eBanano account
Visit ebanano.com or open the app and sign in to your account.
2
Go to 'My Orders' and find the relevant order
Navigate to My Orders in your account dashboard and locate the purchase you’d like to request a refund for.
3
Tap 'Request Refund' and select a reason
Inside the order detail view, tap the Request Refund button. You’ll be asked to choose a reason from a short list — this helps our team review your case quickly.
4
Submit your request
Review your refund request and hit Submit. You’ll receive a confirmation email straight away so you know we’ve got it.
5
We'll review and get back to you within 2 business days
Our support team will review your request and send you a decision via email within 2 business days. We’ll always explain our decision if a refund isn’t approved.
How Long Does a Refund Take?
Once your refund is approved by our team, it typically takes 5–10 business days for the money to appear back in your account — depending on your bank or card provider. Some banks are faster than others, so if it’s been a few days and you don’t see it yet, hang tight a little longer before getting in touch.Refunds are always returned to the original payment method used at checkout. If you paid with Bananos points, those points will be credited back to your account balance.
Frequently Asked Questions
I bought the wrong plan — can I exchange it?
I bought the wrong plan — can I exchange it?
If your plan hasn’t been activated yet, reach out to our support team as soon as possible and we’ll do our best to help you swap it for the right one. While we don’t offer a formal exchange process, our team can often cancel and re-issue an order in cases like this. Time is of the essence — the sooner you contact us, the better!
My refund hasn't arrived after 10 days
My refund hasn't arrived after 10 days
First, double-check that the refund was approved by searching your email for a confirmation from eBanano. If it was approved and more than 10 business days have passed, here’s what to try:
- Check with your bank — they may be holding or processing the credit.
- If your card was replaced or your account changed since the purchase, let us know and we’ll investigate.
- Still nothing? Contact our support team with your order number and refund confirmation email, and we’ll trace it for you.
Can I get a refund in Bananos instead?
Can I get a refund in Bananos instead?
Great question! In some cases, we can offer a refund in the form of Bananos loyalty points rather than back to your original payment method — for example, if you’d prefer a faster resolution or if the original payment method is no longer available. Just mention this preference when you submit your refund request and our team will let you know if it’s possible.
Related Articles
Order History
View your past orders, download receipts, and retrieve your eSIM QR codes.
Payment Methods
See all the ways you can pay for an eBanano plan.