Trust Centre
Who we are, what we sell and when you get your money back — on one page, without the marketing.
Last updated: August 26, 2026
215 countries and regions
Counted from the live catalogue
2 hours
Reply time on installation claims
25%
Apology bonus on an approved refund
12 languages
Site and support
Company
Penyu is a registered company, not just a brand. Your invoice and your contract are with this legal entity.
- Legal name
- Penyu OÜ
- Registry code
- 16093920
- Address
- Viru väljak 2, 10111 Tallinn, Estonia
- hello@penyu.io
Payment
Payments are taken through Stripe. Your card details never reach us; no card number is stored on Penyu servers. Prices are calculated in USD and displayed in your own currency.
Delivery
Once payment goes through, your eSIM QR code lands in your account and your inbox. It normally takes a few minutes. If it has not arrived within 15 minutes that is our problem, not yours — message support and we will sort it.
Refunds
If the eSIM will not install on your phone, open a claim in your profile and upload a screenshot. We reply within two hours. When a claim is approved, everything you paid goes back onto your balance plus a 25% apology bonus, so you can buy another plan right away. A line that has already connected and used data is not refunded.
Support
The AI assistant is open around the clock. Installation claims are answered within two hours. For everything else the help centre steps solve most cases; if they do not, you get through to a person.
Privacy and legal
What we store, why we store it, how long we keep it and how you can have it deleted is written down in the legal documents.
Our claims
Every strong claim on this site — coverage, speed, response time — has evidence behind it and a date it was last checked. We do not publish claims we cannot back up. If something is published and wrong, tell us and we will fix it.