Last updated: July 2026
At Carreh we want our refund and cancellation terms to be clear and fair. Because we offer different kinds of products, the rules depend on what you bought: eSIM data plans are digital connectivity products, while our travel and support services are personalised services we prepare for you. This policy explains each case. It applies in addition to your statutory consumer rights and does not limit them.
Plans change, so an unused eSIM can be refunded. eSIM refunds work as follows.
You may request a refund within 14 days of purchase, provided that the eSIM has not been installed or activated, no data has been used, and the plan has not expired. Eligible refunds are issued to the original payment method.
Because an eSIM is a digital product that is consumed on use, a plan that has been installed or activated, has had any data used against it, or has expired is not eligible for a refund, except where a refund is required by applicable law or where the eSIM was faulty and Carreh was unable to resolve the issue.
If an eSIM does not work as described and our support team is unable to resolve the problem, we will provide a replacement or a refund. Please contact us before you install or use the plan so we can investigate.
As device compatibility is your responsibility, an inability to install or use an eSIM due to an incompatible, locked, or restricted device is not by itself grounds for a refund once the QR code has been revealed. We encourage you to confirm compatibility before purchase and to contact support if you need help.
Data top-ups added to an existing eSIM follow the same rules: an unused top-up is refundable within 14 days, and a top-up that has been used or has expired is not.
Our travel and support services — including document assistance, trip planning, travel support, car rental coordination, business document support and Portuguese NIF applications — are personalised services that involve our time and, often, non-recoverable payments to suppliers.
If you wish to cancel a service before we have started processing it, contact us immediately at support@carreh.com. Where no work has begun and no non-recoverable supplier cost has been incurred, we will refund what you paid, less any third-party fees already spent on your behalf.
Once we have started preparing a service, it is generally non-refundable, because our work and any supplier costs are already committed. Where a distinct part of a service remains unstarted, we will consider a fair partial refund at our reasonable discretion.
For visa and immigration services, our fee covers the preparation and management of your application — not the decision itself. A visa refusal does not qualify for a refund, as immigration decisions are made solely by the relevant authorities and are entirely outside Carreh's control.
Custom service invoices (for example bespoke travel support or car rental) follow the Travel & Support Services rules above: refundable before work begins, and non-refundable once the service has been prepared or a supplier cost has been committed.
You can cancel a Carreh subscription at any time. Your subscription stays active until the end of the current billing period and you are not charged again after cancelling. Except where required by law, we do not refund the portion of a billing period that has already started. Subscriptions purchased through the App Store or Google Play are managed and cancelled through those stores.
To request a refund or report a problem, contact Carreh at support@carreh.com or through our contact form, and include your order details so we can assist you quickly. We review refund requests promptly and issue any approved refund to your original payment method.
Nothing in this policy removes or limits any rights you have under applicable consumer-protection law, including any mandatory right of withdrawal. For digital content such as an eSIM that begins immediately with your consent, the statutory right of withdrawal may no longer apply once the product has been used — the terms above reflect this.
This Refund & Cancellation Policy is governed by the laws of France. Any dispute is subject to the exclusive jurisdiction of the courts of Paris, France, without prejudice to any mandatory consumer-protection rights available to you under the law of your country of residence.