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Airalo offers refunds under specific conditions, mostly when an eSIM cannot be used or when a billing issue requires review. Understanding the basic rules and timelines can help set expectations before starting the process.
Airalo’s refund process provides a way for customers to recover the cost of an eSIM when it can’t be used, does not work as expected, or needs to be reviewed due to a billing or activation issue.
Eligibility depends on factors such as timing, activation status, and whether Airalo is able to resolve the problem within the required window.
In this article, we explain how the policy works and the steps involved in requesting a refund.
Airalo’s refund policy is more structured and time-sensitive than many other eSIM providers.
Refunds are only available for purchases made directly through Airalo. Any eSIM bought through a reseller or third party must be refunded through that seller.
Beyond these basic conditions, Airalo evaluates refund requests based on activation status, timing, and whether the issue can be resolved through troubleshooting.
Customers may be asked to provide documentation or assist with technical checks before a decision is made.
Refunds can be issued either to the original payment method or as Airmoney, Airalo’s in-app credit.
Processing times vary depending on the payment provider, and refunds returned to a card or bank account may take up to 30 business days to appear.
Airalo issues refunds only in specific situations. Here are the circumstances where a refund or replacement might be approved.
Airalo provides a 14-day withdrawal window for consumers who purchased directly from Airalo. This applies only if the eSIM has not been activated or used.
Once installation begins, the right to withdraw is no longer valid.
If the eSIM has been activated but does not work due to an Airalo error, technical omission, or because Airalo retires the service, customers may receive a replacement eSIM or a refund.
The request must be submitted within 30 days of the issue, and you’ll need to work with support during troubleshooting. If any data was used, only the unused portion of the plan can be refunded.
If a charge appears incorrect, customers can request an adjustment within 30 days by explaining why they believe the amount is wrong.
Airalo reviews these cases and determines whether a refund is appropriate.
For issues that fall outside the defined categories, Airalo may review the situation individually.
If approved, a refund may be issued to the original payment method or as Airmoney. A processing fee may apply.
Airalo does not issue refunds for accidental purchases once an eSIM has been installed, and it cannot refund any eSIM bought through a reseller.
Refunds are also not available in cases of misuse, fraud-related activity, or charges that are not connected to Airalo’s services, such as hotel phones or alternate SIM cards.
Airalo also does not provide refunds if your device turns out to be incompatible with eSIM after purchase.
If you want to check whether your phone is compatible, you can review our article on Airalo-compatible phones.
Airalo processes refund requests through its support chat, which is the quickest way to speak with an agent or get automated help. The steps are simple and only take a minute to start.
Airalo may ask for additional information to verify the issue and review your request. It helps to have the following details ready before contacting support:
Providing complete details speeds up the review process and reduces back-and-forth communication.
Refund requests need to be submitted within 14 to 30 days, depending on the situation. The 14-day window applies to withdrawal rights, while technical or billing issues must be reported within 30 days.
Yes, as long as the issue is caused by an Airalo error, a technical problem, or a service that Airalo has retired. Airalo has up to 10 days to try to fix the issue, and only the unused portion of your plan can be refunded if any data was used.
Cancellation is only possible if the eSIM has not been activated. Once it has been installed or used, it becomes non-refundable unless it qualifies under Airalo’s service-related refund conditions.
Refunds to a credit or debit card can take up to 30 business days to appear. Airmoney refunds are added to your account much sooner.
No. Only unused data can be refunded unless the problem was caused by Airalo, in which case only the remaining unused portion is eligible.
Yes. Airalo may issue a replacement eSIM, especially in cases where the issue is technical.
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