Refund Policy for eSIM purchases
These cancellation and return conditions apply to all purchases made through the online store esim.holafly.com without exception. Please read them carefully before making a purchase from it.
Once you buy your eSIM you receive a confirmation email with the QR code immediately. Please note that the eSIM is a digital product, and once shipped by email Holafly cannot prevent its use. For this reason, once you have purchased your eSIM from the email you indicated in your purchase, it is no longer possible to return it or get a refund, except in the cases explicitly indicated.
When can you receive a refund:
- In the event that your data plan does not work due to a problem with Holafly or the mobile operator. In that case Holafly will first try to provide you with support to solve the problem. In the event that the connection problem cannot be solved, Holafly will reimburse you for the days that you have not had internet for this reason, discounting the days that you have had internet.
When you can’t get a refund:
- If you have indicated an email account other than yours, we can forward the eSIM to your account but we cannot guarantee that the person who received your eSIM will not use it before.
- In case your mobile is not compatible, you can use another device compatible with eSIM. Holalfy provides the list of compatible mobiles, and you can also consult us by chat.
- In case you have changed your mind, Holafly cannot prevent the use of the sent eSIM and therefore we cannot reimburse you for the purchase amount.
- In any other case not specified as reasons why you can receive a refund.
For help please contact Holafly in the online chat at esim.holafly.com or by email at firstname.lastname@example.org