Refund policy

Unused eSIMs

Guac offers full refunds for eSIMs that have not been installed or activated. If you purchased a plan but haven't scanned the QR code or installed it on your device, you're eligible for a refund.

Installed eSIMs

Once an eSIM has been installed on a device, it cannot be refunded. The QR code is consumed during installation and the eSIM profile is tied to your device.

Wallet top-ups (prepaid Guac Credit)

All wallet top-ups are final and non-refundable, except as expressly required by applicable law. Wallet credit can only be redeemed for in-app services (calls, messaging, phone numbers, eSIMs) and is not redeemable for cash. If a top-up is reversed by us or your card issuer (for example, after a chargeback), the equivalent credit is removed from your wallet. Promotional bonuses (such as the first-time top-up bonus) are reversed alongside the top-up that produced them.

For full terms, see Section 11 of our Terms of Service.

Phone-number subscriptions

Phone-number subscriptions auto-renew at the end of each period. You can cancel anytime in My Numbers; your number stays active until the end of the paid period. Refunds are not issued for cancelled or unused periods.

Phone-number provisioning failures

If you pay for a Guac Number but our carrier cannot complete the order, for example because the number became unavailable at the moment of provisioning, we automatically cancel the Stripe subscription and refund the full amount of the most recent invoice. No action from you is required. Refunds appear on your original payment method within 3-5 business days.

If our carrier is temporarily unreachable, we retry the order up to 3 times over roughly 10 minutes before giving up and issuing the automatic refund described above.

How to request a refund

Contact our support team with your order details. We'll check the status of your eSIM, wallet ledger, or subscription and process a refund if you are eligible under this policy or applicable law.

Processing time

Refunds are typically processed within 3-5 business days, depending on your payment method.