DRAFT — not legal advice. This document is placeholder structure written by the engineering team so the page exists and is linkable. Final wording must be supplied and approved by Ealo's legal counsel before launch.

Refund Policy

Last updated: DRAFT

This policy forms part of our Terms of Service.

1. Unused plans

You can request a full refund within 14 days of purchase provided the eSIM has not been installed and no data has been used. This covers the common cases: you bought the wrong destination, bought twice by mistake, or your trip was cancelled.

2. Used or activated plans

Once an eSIM has been installed and has connected to a network, the plan is considered used and is not refundable, because the allowance is committed to us by our supplier at that point. Partially used allowances are not refunded pro rata.

3. Plans we could not deliver

If we take payment but fail to deliver a working eSIM, you get a full refund regardless of the time limits above. If the eSIM was delivered but cannot connect at your destination because of a fault on our side or our supplier's, contact support — we will investigate and refund where the fault is ours.

4. Device incompatibility

Plans bought for a device that turns out not to support eSIM, or that is locked to another carrier, fall under section 1: refundable while the plan is unused and within 14 days. We publish compatibility guidance in our FAQ before you buy.

5. How to request a refund

Email our support address (shown at checkout and in the footer) with your order reference and what went wrong. We aim to respond within a few business days.

6. How refunds are paid

Approved refunds go back to the original payment method. Your bank may take a further few business days to show the credit.

7. Your statutory rights

Nothing in this policy limits any refund or cancellation right you have under the consumer law that applies to you.