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Refund Policy – old

If you’re not happy with your eSIM experience, please let us know! 

Our eSIMs usually work without a glitch, but if you experience connection issues we can provide a full or partial refund.

Some conditions do apply so make sure to review our terms below.

These cancellation and return terms apply to all purchases made through the online store esim.holafly.com/he without exception. 

Once you buy your eSIM you will receive a confirmation email with the QR code. Once sent, we cannot recover the eSIM nor prevent its use. For this reason, we can only provide refunds in certain situations.

When you can receive a refund:

If your eSIM does not work due to a problem with Holafly or the connection provider, we can provide a full or partial refund. 

Before processing a refund, we ask that you:

  • Contact our support team (help@holafly.com) to report the connection incident 
  • Provide information and screenshots so our team can identify the problem

Our support team is available 24/7 and we usually respond within a couple of minutes. 

If the connection problem cannot be solved, Holafly will reimburse your order. 

If the eSIM never connected to the internet, we can offer a full refund minus a small admin fee. If the eSIM stopped working or only worked temporarily, we can provide a partial refund for the number of days you were without internet connection, discounting the days in which you had connection.

In both cases, Holafly reserves the right to deduct a small administration cost from refunded amounts. 

Keep in mind that our response time regarding your refund request is from 3 to 5 workdays. Once you have received our response, your refund will be reflected in the same account with which you made the payment depending on your bank from 15 to 30 workdays.

When you can’t receive a refund:

  • We cannot issue a refund if you give us the wrong email address during the purchase. We can can forward the eSIM to a different email address, but we cannot guarantee that it will not be used by the owner of the incorrect email address, in which case it cannot be refunded.
  • We cannot issue a refund if your device is not compatible with eSIM or is not unlocked. Holafly provides a list of compatible devices on its website and customers can ask if their device is compatible by contacting our customer team.
  • We cannot issue a refund if you have changed your mind or if you no longer need the eSIM. 
  • We cannot issue a refund in any other case not specified on this page.

How can I request a refund?

Please contact help@holafly.com

If you experience a connection problem with your eSIM, contact us the moment the issue occurs. Our team will first ensure that your eSIM is correctly configured. If the problem persists once the eSIM is correctly configured, our team will continue with the refund process. 

How will I be refunded?

Refunds will be made to the payment method you used when making the purchase. 

Alternatively, we can offer credit on our store for another eSIM purchase.

For help, please contact us in our online chat or by email at help@holafly.com