1. Introduction

Thank you for choosing HalaGo. This HalaGo Refund Policy explains when refunds may be available for eSIM data plans purchased through our website.

We care about our customers and aim to provide a smooth and reliable eSIM experience. If something does not work as expected, we encourage you to contact our support team before requesting a refund, as many eSIM issues can be solved quickly through troubleshooting.

This policy applies only to digital eSIM products sold by HalaGo.

2. Contact Support Before Requesting a Refund

If you experience technical difficulties with your eSIM, please contact HalaGo support first. In many cases, issues can be resolved by checking device settings, enabling data roaming, selecting the correct eSIM for mobile data, or manually connecting to a supported network.

To help us assist you faster, please provide your order number, purchase email, destination country, device model, screenshots of your mobile data settings, and a clear description of the issue.

3. Refund Eligibility

Refunds may be considered depending on the status of the eSIM, the reason for the request, and the information provided by the customer.

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3.1. Refunds may be considered if:

3.1.1. The eSIM has not been installed or activated.

3.1.2. The refund request is submitted within 30 days of the purchase date.

3.1.3. A confirmed technical issue prevents the eSIM from working and the issue is not caused by the customer’s device, settings, location, or misuse.

3.1.4. The customer contacted support and provided the required information for investigation.

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4. Non-Refundable Cases

Refunds may not be available in the following cases:

4.1. The eSIM has already been installed or activated.

4.2. The eSIM data plan has been used partially or fully.

4.3. The customer purchased the wrong destination, plan size, or validity period.

4.4. The customer’s device does not support eSIM.

4.5. The customer’s device is carrier-locked or restricted by the original mobile operator.

4.6. The customer deleted the eSIM after installation.

4.7. The customer failed to follow the installation or activation instructions.

4.8. The issue is caused by poor signal in a specific area, local network congestion, device limitations, or temporary operator conditions.

4.9. The customer did not contact support or did not provide the requested troubleshooting information.

4.10. The refund request is submitted more than 30 days after the purchase date.

4.11. The plan is marked as non-refundable, promotional, discounted, or unlimited where applicable.

5. eSIM Compatibility Responsibility

Before purchasing an eSIM plan, the customer is responsible for making sure that their device supports eSIM technology and is unlocked for use with other networks.

HalaGo is not responsible if the eSIM cannot be installed or used because the device is not eSIM-compatible, carrier-locked, region-restricted, or does not support the required network bands in the destination country.

6. Technical Issues and Investigation

Because eSIM connectivity depends on local operators, coverage, device compatibility, signal strength, roaming settings, and network conditions, each technical issue may require investigation.

HalaGo may ask the customer to provide screenshots, device settings, error messages, network selection details, and other information to determine whether the issue qualifies for a refund.

If the issue is confirmed to be caused by the service and cannot be resolved, HalaGo may offer a refund, replacement, alternative plan, or other suitable compensation depending on the case.

7. Accidental or Duplicate Purchases

If you purchased an eSIM by mistake or made a duplicate purchase, please contact us as soon as possible.

If the eSIM has not been installed, activated, or used, HalaGo may consider a refund or may offer an alternative solution such as replacing the plan or providing equivalent value, depending on the circumstances.

8. Refund Fees

Approved refunds may be subject to a processing fee of up to 10% due to payment gateway charges, administrative handling, and processing resources required to provide and cancel a digital product.

In cases where the issue is confirmed to be caused by HalaGo or the service provider, HalaGo may choose to waive the processing fee at its discretion.

9. Refund Method and Processing Time

If a refund is approved, it will normally be issued to the original payment method used to complete the purchase.

Refund processing times may vary depending on the payment provider, card issuer, bank, or checkout method.

Credit or debit card refunds may take 5 to 10 business days to appear on the customer’s statement after the refund is processed. In some cases, banks or payment providers may require additional time.

10. How to Request a Refund

To request a refund, please contact HalaGo support and include the following information:

10.1. Your order number.

10.2. The email address used for the purchase.

10.3. The eSIM plan or destination purchased.

10.4. The reason for the refund request.

10.5. Screenshots or technical details if the request is related to a service issue.

Submitting a refund request does not guarantee approval. All refund requests are reviewed according to this policy.

11. Changes to This Refund Policy

HalaGo may update or modify this Refund Policy at any time. Any changes will be posted on this page with the latest effective date.

By continuing to use our website or purchase eSIM plans after updates are published, you agree to the updated Refund Policy.

12. Contact Us

If you have questions about this Refund Policy or need help with an eSIM issue, please contact us through the available support channels on our website.

Website: halago.travel

Email: support@halago.travel