Policies | Airllo Mobile Online

On this page: Refund Policy • Cancellation • Fair Use • Acceptable Use • Complaints • Privacy Policy • Terms of Service

Refund Policy

We offer refunds for unused eSIM plans under the following conditions:

Condition	Refund Available	Timeframe
Plan not activated	Yes — full refund	Within 14 days of purchase
Plan activated but not used	No	Activation constitutes use
Plan partially used	No	Partial refunds not available
Technical failure on our part	Yes — full refund	Contact support within 7 days
Device incompatibility (not disclosed)	Case-by-case	Contact support within 48 hours
Duplicate purchase	Yes — one plan refunded	Within 24 hours of purchase
Change of travel plans	No — if activated	Refund only if not activated
Expired plan (unused)	No	Validity period is non-extendable

To request a refund, email [email protected] with your order number and reason for refund. Refunds are processed within 5–10 business days.

Cancellation Policy

As our plans are one-time digital purchases with no subscription, there is nothing to "cancel" in the traditional sense. Plans do not auto-renew unless you have explicitly opted in to a renewal service. If you have opted in to auto-renewal, you may cancel at any time before the next renewal date by contacting us at [email protected].

Fair Use Policy

All Airllo Mobile Online eSIM plans are subject to a fair use policy. The following activities are considered misuse and may result in plan suspension:

Commercial resale of data to third parties
Using the plan to operate a public Wi-Fi hotspot for commercial purposes
Automated bulk data downloading or scraping
Using the plan for activities that violate local laws
Exceeding reasonable personal use thresholds (typically 10x average usage)

Acceptable Use Policy

You may use your Airllo Mobile Online eSIM plan for any lawful personal purpose, including:

Web browsing and email
Social media and messaging applications
Video streaming for personal entertainment
Video calls and VoIP applications
Navigation and mapping applications
Remote working applications (VPN, cloud storage, video conferencing)
Personal hotspot sharing with your own devices

Complaints Procedure

We take all complaints seriously. Our complaints procedure is as follows:

Submit your complaint by email to [email protected] with subject "Complaint — [Order Number]".
Include: order number, description of issue, desired resolution, and any supporting evidence.
We will acknowledge your complaint within 24 business hours.
We aim to resolve complaints within 5 business days.
If unresolved, you may escalate to the UK Alternative Dispute Resolution service.

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