Refund Policy

Last updated: 12 October 2026

You get a full refund if we cannot deliver a working eSIM. We cannot refund an eSIM once it has been installed and used, or because your plans changed after delivery.

You will get a full refund when

• Your eSIM never arrived. If you have not received your QR code within 24 hours of payment and we cannot resend it, we refund you in full.
• You were charged twice for the same order. We refund the extra charge.
• Your eSIM does not work and we cannot fix it. Contact us first: most problems are solved by turning on data roaming or restarting the phone. If the eSIM still cannot connect at your destination and no data has been used, we refund you in full once our eSIM provider confirms the fault.

We cannot refund when

• Your phone is not eSIM-compatible or is carrier-locked. Please check this before buying.
• The eSIM has been installed and data has been used, or the plan has expired.
• You bought the wrong destination or plan, or your trip changed, after the QR code was delivered.

How to ask for a refund

Email cs@hotelmurah.com within 14 days of purchase with your order reference (it starts with pay_ and is on your thank-you page and receipt) and a short description. If the eSIM is not working, a screenshot of your phone's mobile-data settings helps.

We reply within 2 working days. Approved refunds go back to your original payment method through our payment provider, Whop. Your bank may take 5–10 working days to show it.