This Refund Policy explains when you can cancel an order, exercise your statutory right of withdrawal, or request a refund for a Plan purchased from Hala Media Marketing Services VSM, trading as travaloSIM. This Policy forms part of, and should be read together with, our Terms of Service. Capitalized terms not defined here have the meaning given in our Terms of Service.
1. Overview
Unactivated Plan, cancelled within 14 days of purchase. See Section 2.
Verified technical failure, duplicate charge, or genuine device incompatibility, claimed within 30 days. See Section 3.
Any Plan, or portion of a Plan, that has already been activated and used as intended.
Dissatisfaction with network speed/coverage where the Service performed as described, or failure to use the Plan within its Validity Period.
Because eSIM Plans are digital goods delivered and capable of activation immediately upon purchase, refund rights are necessarily narrower than for physical goods. The sections below set out exactly when a refund is and is not available.
2. 14-Day Right of Withdrawal
If you are a consumer, you have the right to withdraw from your purchase and receive a full refund within 14 days of the date of purchase, without giving any reason, provided that the eSIM has not been activated.
By proceeding with a purchase, you acknowledge that an eSIM is a digital product capable of immediate activation, and that once you activate the eSIM (or otherwise begin using the Plan), you expressly consent to the start of performance and you lose your right of withdrawal under this Section, consistent with standard exceptions for digital content and services that begin before the withdrawal period ends. You will still be covered by Section 3 below for technical issues.
To exercise this right, contact us within 14 days of purchase as described in Section 5. We will issue the refund to your original payment method, typically within 14 days of approving your request.
3. Refunds After Activation
Once a Plan has been activated, it is generally non-refundable. However, we will refund you, in whole or in part, in the following limited circumstances:
| Situation | What we refund |
|---|---|
| Technical failure on our end — the eSIM failed to install, activate, or connect to the network due to a verified fault in our Service, our platform, or our Network Partner's network (and not your device, settings, or local infrastructure outside our control) | Full refund of the affected Plan, or the unused portion if partially used |
| Duplicate or erroneous charge — you were charged more than once for the same order, or charged an incorrect amount due to a processing error | Refund of the duplicate or erroneous amount |
| Verified device incompatibility — in good faith, you purchased a Plan for a device that turns out not to support eSIM or is carrier-locked, and you have not activated the Plan | Full refund, subject to verification |
Claim window: you must report the issue to us within 30 days of the Activation date or the date the charge occurred, whichever applies. Claims made after this window will not be eligible for a refund, except where required by applicable law.
Cure period: where a technical issue is reported, we will first attempt to resolve it (for example, by reissuing the eSIM or providing troubleshooting support). We aim to resolve reported issues within 10 days of your report. If we are unable to resolve a verified technical failure within this period, we will issue the applicable refund.
4. Non-Refundable Situations
Except as set out in Sections 2 and 3, the following are not eligible for a refund:
- A Plan that has been activated and used, in whole or in part, as intended;
- Dissatisfaction with network speed, latency, or coverage where the Network Partner's service performed consistent with local conditions and our published coverage information;
- A Plan that expired, in whole or in part, because it was not activated within its purchase-to-activation window, or because its data allowance was not consumed within its Validity Period;
- Inability to use the Service due to a device that was not eSIM-capable or not carrier-unlocked, where you did not verify compatibility before activation;
- Restrictions imposed by your device manufacturer, operating system, or home carrier that are outside our control;
- Issues arising from your own error, such as entering incorrect activation details or installing the eSIM on the wrong device;
- Changes of mind after activation, or simply no longer needing the Plan.
5. How to Request a Refund
To request a refund or exercise your right of withdrawal, email support@travalosim.com with your order number, the email address used for purchase, and a description of the issue (including screenshots of any error messages, where applicable). We may ask for additional information to verify your claim, such as device model or network logs.
6. Processing & Timing
We will notify you of the outcome of your refund request, typically within 5 business days of receiving all information we need to assess it. Approved refunds are issued to your original payment method and may take up to 30 business days to appear on your statement, depending on your bank or card issuer. We are not responsible for delays caused by your payment provider.
7. Chargebacks
If you believe a charge is incorrect, please contact us first at support@travalosim.com so we can resolve it directly and quickly. Initiating a chargeback with your card issuer for a Plan that was activated and used as intended, without first contacting us, may result in suspension of your account while we investigate, and we reserve the right to dispute chargebacks that we consider unwarranted under this Policy.
8. Changes to this Policy
We may update this Policy from time to time. Material changes will be posted on our website with a revised "Last updated" date and, where required by law, notified to you in advance. The version of this Policy in effect at the time of your purchase will apply to that purchase.
9. Contact Us
Questions about refunds, cancellations, or this Policy can be sent to:
Hala Media Marketing Services VSM (trading as travaloSIM)
Dubai, United Arab Emirates
Email: support@travalosim.com