Refund Policy
We want you to travel with confidence. Here’s how refunds work—clear terms and a simple process.
3 days
Request window
5–10 days
Processing time
$3 USD
Processing fee
Refund period
Refund requests must be submitted within 3 days from the date of purchase.
Refund conditions
1 Unused service
- Full refund if the eSIM has not been installed or activated and no data has been used.
- If your device does not support eSIM, a refund can be provided.
2 Connection issues
- If you have connection problems caused by Hala eSIM or our provider, you may request a partial or full refund.
- Report issues as soon as they occur. Refunds cannot be guaranteed if reported after your trip has ended.
3 Incompatible or locked devices
- If your device is not eSIM-compatible or is carrier-locked, and the eSIM has not been activated or used, you are eligible for a refund.
- Proof of incompatibility (e.g. screenshot) must be provided. Requests must be submitted within 5 days of purchase.
4 Processing fee
A $3 USD processing fee is deducted from all refunds.
How to request a refund
Contact support
Reach out via WhatsApp, live chat, or email to request a refund.
Provide details
Share your order details and any relevant screenshots or documentation.
Approval & processing
Once approved, refunds are processed within 5–10 business days to your original payment method.
Alternative
If your original payment method is no longer available, we will provide store credit instead.
Important notes
- Refunds are based on the amount actually paid; any discounts applied will be reflected in the refund.
- Fees or costs not directly related to the eSIM purchase are non-refundable.
Need help?
We’re here 24/7. Reach out anytime with questions or to start a refund request.
info@halaesim.com
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