The promise
A plan that cannot be made to work in Australia is refunded in full. “Cannot be made to work” means that you have followed the setup steps, we have helped if you asked us to, and the phone still cannot connect to an Australian network with your plan.
This is also the rule for a QR code that never arrives: if we cannot deliver it, you get your money back in full.
When a refund is not due
- The phone turns out not to support eSIM, or is locked to a carrier. The plan page explains how to check both before paying.
- The plan was bought by mistake and has already been installed and used.
- The connection works, but the speed or coverage in a particular place is not what you hoped. Coverage follows the carrier’s network, and the network pages on this site describe what to expect.
If any of these apply, write to us anyway: where we can help, we will.
How to ask
Write to contact@quokkasim.com with the link to your order page, or the email address you paid with and the payment date. If the plan does not connect, include your phone’s make and model and a screenshot of what the phone shows. That usually answers the question without a refund; when it cannot, the refund is approved.
How the money comes back
Approved refunds are sent back to the card or account you paid with, within five business days of approval. Your bank or card issuer may need five to ten more days to show the credit. We cannot send a refund to a different card or account.