Refund Policy

Last Updated: May 2025

Runway Refund Policy

At Runway, we want you to have the best experience with our eSIM services. However, we understand that sometimes things don’t go as planned. That’s why we’ve created a clear and fair refund policy to ensure you’re covered. Please take a moment to read through the details below.

Refund for Non-Activated Plans

If your data plan doesn’t work or can’t be installed on your device, you’re eligible for a full refund under these conditions:

For eSIMs valued below £100 (or equivalent in local currency): Refundable within 100 days of purchase.
For eSIMs valued over £100: Refundable within 14 days of purchase.
This applies only to faulty/unactivated plans with no data usage.

Refund for Activated Plans with Minimal Usage

Once your plan is activated, refunds are not available unless there’s a fault with the service. If you experience issues, please contact our support team.

Time Frame for Refund Requests

Refunds must be requested within the specified windows above (100 days for <£100; 14 days for >£100).

For activated plans with faults, requests must be made within six months of purchase.

Conditions for Full Refund

To qualify for a full refund:

Your eSIM must not have been activated or used.
For activated plans, refunds require proof of service faults.

Refund Process

Contact Support: Reach out via WhatsApp support button on our website or email hello@runway-sim.com.
Provide Information: Share order details and evidence (e.g., screenshots of the issue).
Review Process: Manual review by our team (1–5 business days).
Refund Issued: Processed via original payment method (Stripe, PayPal, etc.).

Device Compatibility Issues

If your eSIM is incompatible or your device is carrier-locked, you’re eligible for a full refund under the 100-day/14-day policy based on eSIM value.

Administrative Fees

We don’t charge any administrative fees for refunds. If you’re eligible, you’ll receive the full amount back.

Customer Support Availability

WhatsApp support button (8am-8pm UK time daily).
Email: hello@runway-sim.com.

Evidence Requirement for Refunds

Each refund request is manually reviewed, so please provide any necessary evidence (e.g., screenshots or details about the issue) to help us process your request efficiently.

Additional Terms & Conditions

For more details, please read our Terms & Conditions. If you have any questions, don’t hesitate to contact us.

We hope this policy is clear and easy to understand. If you need further assistance, our friendly support team is always here to help. Thank you for choosing Runway!