Refund Policy

Refunds at a glance

We may refund an eSIM that has not been activated, has not used any data and has not expired, if you ask within 30 days of payment (25 days where the plan says so). A refund to your original payment has a 10% admin fee. A refund as Store Credit has no fee. Non-refundable plans are excluded.

Once an eSIM has been activated or used, it cannot be refunded. If it does not work, contact us while your plan is still valid so we can fix or replace it. We cannot review a problem reported after the plan has expired or after your trip.

Email your order reference to [email protected] and we will help you check eligibility. This policy does not limit any rights or remedies required by applicable law.

1. Digital-product policy

eSIMs are digital credentials that may become active, consumed, or non-transferable after delivery, installation, or connection. A return is therefore not handled in the same way as an unopened physical product.

A request does not automatically qualify for a refund. We review the order, activation and usage evidence, product-specific restrictions, troubleshooting history, payment status, and any rights required by applicable law.

Products marked Non-refundable are not eligible for refunds. For other products, requests are assessed case by case and AirDataLink makes the final refund decision, subject to applicable law.

2. Cases we may review

• The purchased eSIM was not delivered after payment and reasonable support investigation.
• An eSIM that never connected, where you contacted us as soon as the problem started and while the plan was valid, followed our troubleshooting steps, and we confirmed a fault that we could not fix or replace. A refund covers that eSIM only.
• An eSIM that has not been activated, has not used any data and has not expired.
• AirDataLink cancels an accepted order because the product cannot be supplied.
• Applicable law requires a refund or other remedy.

For unused products, ask for a review within 30 days of successful payment (25 days where the plan says so) and before the eSIM expires.

For a fault, we first try to fix it or replace the eSIM. If the eSIM worked at all, it is not refundable; any further help is at our discretion.

3. Cases not eligible

• The eSIM has been activated or has used any data.
• The plan has expired.
• The eSIM was deleted, damaged, transferred, installed incorrectly, or installed earlier than its instructions allow.
• The device is incompatible, carrier-locked, unsupported in its sales region, or incorrectly configured.
• The wrong destination, plan, device, or activation date was selected, or travel plans changed, and the eSIM no longer meets the unused-product eligibility rules above.
• A problem first reported after the plan expired or after your trip, or where you did not follow our troubleshooting steps.
• Fraud, payment abuse, prohibited use, or a breach of the product terms is reasonably established.
• The product page clearly disclosed a restriction before payment.

What we are not responsible for

We do not refund because of network coverage, signal, speed or congestion; the network operator's choices, outages or maintenance; speed limits or suspension under a plan's fair usage policy; roaming restrictions; local laws, regulations or government action; device settings, compatibility or carrier lock; or other events outside our reasonable control.

4. How to request a review

Email [email protected] as soon as the problem occurs and while the plan can still be investigated. Include the order reference, the affected eSIM or line item, the destination and device model, a clear description of the issue, and relevant screenshots or error messages.

Do not publish an ICCID, activation code, QR code, password, or full payment-card number. Support may request limited additional evidence and reasonable troubleshooting.

We aim to acknowledge a request within one business day and provide an initial decision or update within three business days. Requests that require further investigation may take longer.

5. Approved remedies

If a monetary refund is approved, it is normally submitted to the original payment method. A 10% admin fee is deducted from the approved refundable amount for eligible unused-product refunds. We confirm the refund amount and fee before processing it.

The admin fee does not apply where applicable law requires a refund without a deduction, or where AirDataLink cancels an order because it cannot supply the product. Refunds for non-delivery or a verified product fault are assessed separately from a change-of-plans request, subject to applicable law.

A card payment may appear as a hold or a deduction from your balance while we prepare your order; we collect payment only for eSIMs supplied, and any amount for eSIMs we cannot supply is released or refunded, depending on the payment provider and whether it has already been collected.

If your payment method collects funds immediately and we cannot supply your eSIMs, we return any amount due through the refund process.

After approval, the payment provider or bank controls when the credit appears and may take several weeks to show it.

Store Credit from a refund has no fee, is in your order's currency, and cannot be withdrawn as cash. Other Store Credit, such as cashback, follows our Terms and Conditions.

6. Cancellations and chargebacks

Because digital fulfilment can begin quickly, a cancellation request may arrive too late to stop delivery or activation. Contact support immediately if an order was placed in error.

Please allow us to investigate an unrecognised or disputed transaction. Raising a payment dispute does not expand refund eligibility and may pause account or order access while the payment provider reviews the case.

7. Changes and contact

The version of this policy displayed at the relevant purchase time applies together with product-specific notices and mandatory law. The effective date above identifies the current version.

Questions or refund-review requests can be sent to [email protected].