Refund Policy

Because eSIM products are delivered digitally and may be activated or used shortly after purchase, refunds are subject to the conditions below.

1. Before Activation

If an eSIM has not been activated or used, you may request a refund.

Refund requests should be submitted to: support@holalio.com.

Please include your order number and the email address used for the purchase.

2. Activated or Used eSIMs

Once an eSIM has been activated or data usage has started, the purchase is generally non-refundable.

This is because the digital telecommunications service has already been provisioned and made available for use.

3. Technical Problems

If your eSIM cannot be activated or does not work due to a technical problem attributable to Holalio or the underlying eSIM service provider, please contact support.

We may troubleshoot the issue, provide a replacement eSIM where appropriate, or issue a refund when the service cannot reasonably be provided.

4. Incompatible Devices

Refunds may not be available where the problem is caused by:

• an eSIM-incompatible device;
• a carrier-locked device;
• an unsupported device;
• incorrect installation;
• incorrect device settings;
• failure to follow installation instructions.

Customers should verify device compatibility before purchasing.

5. Incorrect Purchase

If you accidentally purchase the wrong destination or plan, contact us as soon as possible.

If the eSIM has not been activated or used, we may be able to cancel the order and issue a refund.

6. Refund Processing

Approved refunds are returned through the original payment method where possible.

The time required for the funds to appear in your account may depend on the payment provider and your financial institution.

7. Consumer Rights

Nothing in this Refund Policy limits mandatory consumer rights that cannot legally be excluded or waived under applicable law.

8. Contact

For refund requests:

Email: support@holalio.com