If you ordered a MATE mobile service but changed your mind before activating it, you may be eligible for a refund of your plan fee, minus a small deduction to cover setup and delivery costs.
eSIM orders
If you ordered an eSIM and decide not to go ahead, we’ll refund your plan fee minus a $5 processing fee per eSIM order.
Physical SIM orders
If you ordered a physical SIM card and no longer want to activate it, we’ll refund your plan fee minus a $10 postage and handling fee.
⚠️ Important: This only applies to services that haven’t been activated yet. Once a SIM or eSIM has been activated, normal cancellation and billing policies apply.
You don’t need to return a physical SIM card to us. Just contact our team and we’ll help sort it out.
💡 Tip: If you’re unsure whether your service has already been activated, check your order status in the myMATE app or self-care portal.
💬 Need help? To request a refund or chat through your options, contact us here and we’ll help get it sorted.
