Refund & Return Policy

FastBird runs on a prepaid EUR balance: you top up your balance with a payment method, and then spend that balance on eSIM data plans. Because eSIM plans are digital goods that are delivered and can be activated almost instantly, this policy explains exactly when money can be returned, what happens to your balance when it is, and the time limits that apply.

We aim to be fair and clear. If something goes wrong on our side, we will always try to fix it first, and where a refund is due we will process it as described below.

Money is always refunded to the same account and payment method that was used to top up your EUR balance. We cannot send a refund to a different card, bank account, wallet, or person than the one used for the original top-up.

Once approved, refunds are returned through our payment provider. The time it takes for the money to appear depends on your bank or card issuer and is outside FastBird's control (typically a few business days).

Because the service is built on a prepaid EUR balance, any refund of money resets your EUR balance to zero. When a refund is approved, all remaining balance on your account is voided at the same time — it cannot be used, transferred, sold, or reinstated afterwards.

In other words: a refund returns funds to your original payment method, and in exchange your balance is cleared to zero. You cannot keep your balance and also receive the money back for it.

If you experience a problem with an eSIM (for example it cannot be installed, delivered, or activated), you may request a return or refund within 4 hours of the eSIM being delivered to your account.

After this 4-hour window has passed, the eSIM is considered accepted and is no longer eligible for a return or refund. We strongly recommend testing your eSIM as soon as you receive it so any issue can be raised within the window.

A plan or eSIM that failed to deliver, install, or activate due to a technical issue on our side, reported within the 4-hour window.

A duplicate purchase made in error that has not yet been used or activated.

A top-up that was charged incorrectly or more than once.

eSIMs or plans reported after the 4-hour return window has closed.

Plans that have already been activated, used, or partially consumed.

Issues caused by an incompatible, carrier-locked, or misconfigured device — please check device compatibility before you buy.

Change of mind after an eSIM has been successfully delivered and activated.

All refund and return requests must be sent by email to [email protected]. Requests made through other channels may not be processed.

Please include the email address on your FastBird account, the order or transaction reference, the destination and plan, and a short description of the problem (screenshots help). For eSIM issues, remember the request must be sent within 4 hours of delivery.

We will review your request, respond promptly, and — where a refund is approved — return the funds to your original payment method and reset your EUR balance to zero as described above.