Refund Policy

Applicability. Refunds are only available to you if you have purchased the Services directly from us. Where you have purchased the Services from a third party, you need to contact that third party in relation to any refund requests you may have.

Legal right of withdrawal. If you are purchasing the Services as a consumer, you have the legal right to unilaterally withdraw from your purchase within 14 days. This right to withdraw from your purchase expires on the earlier of 14 days after making the purchase, or the date on which the eSIM is activated. Please note that you will not be able to exercise your right of withdrawal for an eSIM that you have already started to use.

Replacements and Refunds. If you have activated the Services but are unable to use them due to an error or omission on the part of Service Provider, or because Service Provider has decided to retire the Service, we will either provide a replacement Service or refund an amount equal to the price of the Service you have purchased in full, at your option. This is, however, subject to the following:

  1. You must have submitted a refund request within 30 days of the issue giving rise to your claim arising.
  2. Service Provider was not able to restore your ability to access and use the purchased Services within 10 days of receipt of your refund request.
  3. You have cooperated with our efforts to resolve any issues you were experiencing with accessing or using the Services.

Where you have partially consumed the credit for the Services that you are requesting a refund for, we will only ever refund an amount equal to the unused portion of the Services.

No refund/replacement. You will have no right to a refund or replacement of the Services in any other situation.

How to apply for a Refund. You can submit a refund request to our support team either by emailing or by using the in-app or web based chat available to you. Our support team may ask you to provide further information to support your refund request, such as screenshots of the Device settings. Where a refund is due to you, you will have the option of receiving it in the form of Airmoney, which is an in-app reward currency that can be used for future purposes, or credit back via your original payment method. Please note it can take a credit to your original payment method up to 30 business days to arrive with you.

Unauthorized purchases. If you suspect any unauthorised purchases have been made with your Account, you must notify our support team immediately. Service Provider reserves the right to suspend any account associated with fraudulent activity. Whether a refund is payable is at the sole discretion of Service Provider.

Incorrect charges. If you believe that you have been charged an incorrect amount for Services that have been provided by Service Provider, please contact our support team within 30 days of having incurred such charge, providing details as to why you believe the invoiced amount is incorrect. We will then investigate. Whether a refund is payable is at the sole discretion of Service Provider.