Refund and cancellation policy

Effective 19 October 2026. This policy is part of the Godwit SIM terms of service. Godwit SIM is a trading name of Lorikeet AI LLC.

The short version

• If your eSIM could not be installed, or never connected to a network, you get a full refund.
• If a fault on our side or our network partner's side stops your pack working, we fix it or refund you.
• In other cases, such as a change of plans after the eSIM has connected, we may give a partial or goodwill refund. That is our choice, and we will explain it.
• UK customers have a 14-day right to cancel, explained below.
• Refunds go back to the card or wallet you paid with. We do not hold store credit.

To ask for a refund, message us on the channel you bought on, or email hello@getwavemobile.com. You do not need to fill in a form.

Full refund: the eSIM never worked

You get a full refund, including any surcharge we collected where the law allows us to return it, if:

• the eSIM could not be installed on your phone, for any reason, including that your phone was not compatible
• the eSIM was installed but never connected to a network in a covered country
• we charged you twice, or charged you for a pack you did not receive

Ask any time before the pack's activation window ends (180 days after purchase). If the window has passed, ask anyway and we will look at it.

We may ask you a few questions or suggest a fix first, because many install problems take a minute to solve. You do not have to accept a fix before getting a refund if the eSIM never worked.

When something goes wrong after it connects

If your pack stops working because of a fault on our side or with our network partner or the local network, and we cannot fix it quickly, you are entitled to a remedy under consumer law. Depending on the problem, that can be a replacement pack, a refund of the unused part, or a full refund. We check what happened with our network partner before deciding, and we tell you the result.

If the problem is a major failure under the Australian Consumer Law, you choose between a refund and a replacement.

Change of mind and other cases

Once your eSIM has connected to a network, it has been supplied. We do not have to refund a change of mind, but we may give a refund of the unused part (pro rata) or a goodwill refund. We consider things like:

• how much data and time you have used
• whether something we did or said contributed
• whether our network partner will credit us

Our AI agent can approve refunds that fit this policy straight away. If it cannot, or you disagree with its answer, reply HUMAN and a member of our team will review it.

No refund

We do not refund:

• data or days left on a pack after it has expired
• a pack that has been fully used
• a pack used in breach of our acceptable use policy

Your rights under consumer law still apply in every case.

UK customers: your 14-day right to cancel

If you live in the UK, you can cancel your purchase within 14 days of buying it, without giving a reason.

Because the eSIM is a digital service you usually want straight away, our checkout asks you to tick a box like this:

I want my eSIM delivered now so I can use it within the 14-day cancellation period. I understand that if I cancel after it connects to a network, I will only get back the value of the data I have not used, and that once I have used all of it I can no longer cancel.

What happens when you cancel within 14 days:

To cancel, message us or email hello@getwavemobile.com with the words "cancel my order". You can also use this model form: "I hereby give notice that I cancel my contract for the supply of the following service: [pack], ordered on [date], name, phone number, date." We confirm by message and refund within 14 days of your cancellation, to the payment method you used.

How refunds are paid

• We refund to the card or wallet you paid with, through Stripe.
• We send the refund within 5 business days of agreeing it. Your bank may take a further 5 to 10 business days to show it.
• We refund in the currency you paid. If your bank converted currency, the amount back may differ slightly because of exchange rates. We do not add any fee.
• When we refund a pack in full, we deactivate the eSIM.

Please talk to us before disputing a charge

If something is wrong with a charge, message us first. We can usually refund faster than a card dispute, and a dispute can make it harder to buy from us again. Disputing a charge is still your right.

Promotional and gifted packs

If you received a pack for free, for example from a Lorikeet team member, there is nothing to refund. If a free pack does not work, we will replace it.

If you are unhappy with our decision

You can make a complaint under our complaints handling policy. In Australia you can then go to the Telecommunications Industry Ombudsman and in the US to the bodies listed in that policy.