> ## Documentation Index
> Fetch the complete documentation index at: https://help.e-banano.com/llms.txt
> Use this file to discover all available pages before exploring further.

# eBanano Refund Policy: Eligibility and How to Apply

> Find out when your eBanano eSIM plan qualifies for a refund, how to submit your request in the app, and how long the whole process takes.

We totally get it — sometimes things don't go as planned. eBanano offers refunds in specific situations, and this page explains exactly when you're eligible and how to get the process started quickly and easily.

## 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.

<Warning>
  Once your eSIM plan is activated and data has been used, it is no longer eligible for a refund. If you're not ready to travel yet, hold off on activating your plan until you arrive at your destination!
</Warning>

## How to Request a Refund

<Steps>
  <Step title="Log in to your eBanano account">
    Visit [ebanano.com](https://ebanano.com) or open the app and sign in to your account.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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.

<Info>
  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.
</Info>

## Frequently Asked Questions

<Accordion title="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!
</Accordion>

<Accordion title="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:

  1. Check with your bank — they may be holding or processing the credit.
  2. If your card was replaced or your account changed since the purchase, let us know and we'll investigate.
  3. Still nothing? Contact our support team with your order number and refund confirmation email, and we'll trace it for you.
</Accordion>

<Accordion title="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.
</Accordion>

## Related Articles

<CardGroup cols={2}>
  <Card title="Order History" icon="clock-rotate-left" href="/purchases/order-history">
    View your past orders, download receipts, and retrieve your eSIM QR codes.
  </Card>

  <Card title="Payment Methods" icon="credit-card" href="/purchases/payment-methods">
    See all the ways you can pay for an eBanano plan.
  </Card>
</CardGroup>