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.
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. If the connection problem cannot be solved, Holafly will reimburse you for the days that you were unable to access the internet for this reason, discounting the days that you were able to connect to the internet.
When you can’t get a refund:
- We cannot issue a refund if you give us the wrong email. We can can forward the eSIM to a different email address, but we cannot guarantee it will not be used by the owner of the incorrect email address.
- We cannot issue a refund if your device is not compatible with eSIM. Holafly provides a list of compatible devices on its website and customers can ask if their device is compatible by contacting Holafly’s online chat.
- We cannot issue a refund if you have changed your mind or if you no longer need the eSIM. Holafly cannot prevent the use of the eSIM once sent. Therefore we cannot reimburse you for the purchase.
- We cannot issue a refund in any other case not specified on this page.
For help please contact Holafly in the online chat at esim.holafly.com or by email at firstname.lastname@example.org