> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fizen.io/llms.txt
> Use this file to discover all available pages before exploring further.

# 1:1 Trip Guarantee

> If your Fizen eSIM doesn't work at your destination, we replace it 1-for-1 — zero fees — or refund you in full.

## The promise

Every Fizen eSIM comes with a **1:1 Trip Guarantee**:

> If your eSIM doesn't connect at your destination — for any reason — we'll replace it **1-for-1 with zero fees**, or give you a **full refund**. No questions asked.

***

## How it works

<Steps>
  <Step title="Arrive at your destination">
    If your eSIM doesn't connect after following the activation steps, open the Fizen App.
  </Step>

  <Step title="Contact support">
    Tap the **chat icon** in the bottom-right corner. You'll be connected to a human agent in under 3 minutes.
  </Step>

  <Step title="Get replaced or refunded — free">
    Our agent will issue a replacement eSIM immediately at **no extra cost**, or process a full refund to your Fizen wallet balance. You never pay for a plan that didn't work.
  </Step>
</Steps>

***

## What's covered

| Scenario                                          | Resolution                                   |
| ------------------------------------------------- | -------------------------------------------- |
| eSIM doesn't activate at destination              | Free 1-for-1 replacement or full refund      |
| Wrong country plan purchased                      | Free replacement with correct plan           |
| Data speed significantly below advertised         | Case-by-case — replacement or partial refund |
| Device not compatible (discovered after purchase) | Full refund                                  |

<Note>
  **100% human support, 0 fees** — every conversation is with a real person, and replacements under the guarantee never cost you anything. Average response time: under 3 minutes.
</Note>