Refund Policy

At VAYO eSIM, we want you to be completely satisfied with your purchase. This Refund Policy explains when refunds are available and how to request one.

1. Eligible Refunds

You are eligible for a full refund if all of the following conditions are met:

• The eSIM QR code has not been scanned or installed on any device;
• The refund request is made within 30 days of the purchase date;
• The eSIM plan has not been activated or used in any way.

2. Non-Refundable Situations

Refunds are not available in the following circumstances:

• The eSIM QR code has been scanned and installed on a device — even if no data has been used;
• More than 30 days have passed since the purchase date;
• The plan has expired;
• Your device is not compatible with eSIM (please verify compatibility before purchasing);
• Your device is carrier-locked and unable to accept the eSIM profile.

3. Partial Refunds

We do not offer partial refunds for partially used data plans. Data plans are sold as fixed packages, and once a plan is activated, the full plan value is considered consumed regardless of remaining data.

4. Trip Cancellations

We understand that travel plans can change unexpectedly. If your trip has been cancelled and your eSIM has not been installed, we will process a full refund upon request within the 30-day window. If the eSIM has already been installed on your device, we are unfortunately unable to issue a refund, but the plan remains valid for future use if it has not expired.

5. Technical Issues

If you experience a technical issue that prevents your eSIM from working correctly — and our support team is unable to resolve it — we will review your case and may offer a full refund or a replacement eSIM at our discretion. Please contact our support team as soon as possible if you encounter a problem.

6. How to Request a Refund

To request a refund, please:

1. Contact us via our Contact page within 30 days of your purchase;
2. Provide your order confirmation number (found in your purchase email);
3. Confirm that the eSIM has not been installed;
4. Briefly describe the reason for your refund request.

Our support team will review your request and respond within 2 business days.

7. Refund Processing Time

Once a refund is approved, it will be processed back to the original payment method within 5–10 business days, depending on your bank or card issuer. We have no control over processing times on the bank's side.

8. Currency

Refunds are processed in USD, the currency in which VAYO charges. Your bank will convert the amount back to your local currency at their current exchange rate. Any exchange rate differences or foreign transaction fees charged by your bank are beyond our control and will not be additionally compensated.

9. Referral Program and Refunds

If your purchase was made using a referral (invite-a-friend) discount, a standard approved refund will be processed in the same way as any other eligible order.

If an invitee's order is refunded, any referrer reward coupon that was issued because of that referral may be cancelled or deactivated. Referral program status linked to that order may also be reversed. This does not affect your statutory rights regarding the underlying product refund.

10. Contact Us

If you have any questions about this Refund Policy, please reach out through our contact page. We are committed to resolving any issues fairly and promptly.