If you have not used your subscription and need to cancel it, we offer a full refund as long as the following conditions are met:

• The subscription must have been purchased through Holafly’s website or app.
• The subscription must not have been activated.
• The refund request must be submitted within 14 days of purchase.

If the subscription has already been activated or used, we will review your specific case to provide the best possible solution.

If you purchased a subscription but cannot use it because your device is incompatible or locked, you may request a full refund under these conditions:

• The QR code must not have been scanned.
• The subscription must not have been activated or used for data consumption.
• You must provide a screenshot and the necessary information to verify the incompatibility or device lock.

If you experience technical issues after activation that prevent usage, we offer solutions based on the nature of the problem:

• Activation, connection, or coverage failures: If the issue is caused by Holafly or our network provider, we will evaluate your case and offer compensation or partial refunds based on data consumption.
• If the issue is reported promptly and we are unable to resolve it, we may offer a proportional refund or a discount on a future subscription.

To assess your request, it is important that you contact our support team as soon as you notice the issue.

If you meet the above criteria and wish to request a refund, please follow these steps:

1. Contact our team via help@holafly.com or our support chat.
2. Provide the necessary information, such as your order number, proof of the issue, and screenshots if required.
3. Wait for approval: Our team will review your request and respond within 5-10 business days.
4. Refund processing: Approved refunds will be issued using the same payment method used for the purchase. If this is not possible, we will work with you to find an alternative solution.