Refund Policy
Refund for service withdrawal
If you have changed plans and no longer need your Holafly eSIM, we will refund 100% of your money .
Requirements for a full refund:
- Having purchased the eSIM on the Holafly website.
- You have not activated the eSIM or consumed data from the plan. If you have already activated or used the eSIM, we will analyze your personal case to give you the best solution.
- That no more than 6 months have passed since the date of purchase.
Refund for non-compatible or locked device
If you purchased the eSIM and it turned out not to be compatible with your device, we will refund 100% of your money .
Requirements for a full refund:
- Not having scanned the QR code.
- Not having consumed data from the plan.
- That no more than 6 months have passed since the date of purchase.
- Please send a screenshot and the necessary information to verify the incompatibility or crash.
Refund for connectivity issues
If your eSIM does not work due to an issue with Holafly or the network in the destination country is having problems and is unstable, we can offer you a partial or full refund (100% of your money) .
Before requesting a refund
- Please contact our customer support team at help@holafly.com or via our chat to report the connection issue.
- Please note that we cannot guarantee a refund if you contact us after your trip.
- Please note that depending on the case, a partial or full refund (with a fee of $3.50 USD) may be issued based on the details of the plan you have used.
Refund process
We'll take care of everything! Just contact our customer service team at help@holafly.com and provide the necessary information and documents when we request them.