In short
- Full refund on unactivated plans within 180 days.
- Technical issues: we fix first, refund if we can’t.
- Approved refunds go straight to your Kiazo balance.
Travel plans change. This policy explains when and how you can get a refund.
Unactivated plans
Plans that have never connected to a network at the destination are fully refundable within 180 days of purchase, no questions asked. Installed but unactivated eSIMs are included.
Technical issues
If your plan is active but you can’t connect, our team will work with you to fix it. If the issue is on our or the carrier’s side and can’t be resolved, we’ll refund the unused portion or provide a free replacement plan.
Not eligible
- Plans that have been partly or fully used
- Plans activated on a carrier-locked device
- Speed reduction after reaching the fair-use limit
- Attempted use in a country outside coverage
Top-ups
Top-ups added to the same eSIM are refundable on the same terms as long as they are unused.
How refunds work
Request a refund from My account › Support or via live chat. Approved refunds are credited instantly to your Kiazo balance.
Have a question?
Send us any questions about our legal documents and we’ll reply within 3 business days.