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Holafone

Refund and Returns Policy

HolaFone Refund & Returns Policy

Effective Date: 30 June 2026

1. Our Commitment

At HolaFone, we aim to provide reliable travel connectivity and fair customer service. If something goes wrong, we will always investigate and work with you to reach a fair outcome.

This policy explains when refunds may and may not be available.

2. Digital Products

HolaFone sells digital eSIM products and prepaid mobile data plans.

As these are digital services delivered electronically, they differ from physical goods and cannot simply be “returned” once delivered or activated.

3. Refund Eligibility

A refund may be available where:

  • An eSIM cannot be delivered due to a fault within HolaFone’s systems.
  • An eSIM cannot be activated because of an error attributable to HolaFone.
  • The wrong product was supplied by HolaFone.
  • A duplicate payment has been taken.
  • Applicable consumer protection law requires a refund.

Each request is assessed individually.

4. Situations Where Refunds Are Normally Not Available

Refunds will generally not be provided if:

  • The eSIM has been successfully activated and used.
  • Any data allowance has been consumed.
  • The purchased plan has expired.
  • The validity period of the eSIM or data package has ended.
  • The customer simply no longer requires the service.
  • The incorrect plan, country or region was selected by the customer.
  • The customer’s device is not eSIM compatible.
  • The customer’s device is network locked.
  • The customer has changed travel plans after purchasing the service.
  • The service has performed as described.

5. Expired eSIMs and Data Plans

HolaFone data plans are supplied with a fixed validity period, which is clearly displayed before purchase.

It is the customer’s responsibility to activate and use the service before the expiry date.

Once a data plan or eSIM has expired, any unused data, remaining allowance or unused validity is forfeited and cannot be refunded, credited, extended or transferred unless required by applicable law.

6. Unused eSIMs

If an eSIM has been issued but has not been activated or used, please contact our support team before its validity period expires.

Where technically possible and appropriate, HolaFone may, at its discretion:

  • Issue a replacement.
  • Transfer the balance to another eligible plan.
  • Provide account credit.
  • Approve a refund.

This will depend on the status of the eSIM and our supplier’s ability to recover the unused service.

7. Network Coverage

Coverage, speeds and service quality depend on third-party mobile networks.

Refunds will not normally be provided solely because:

  • Signal strength is weaker than expected.
  • Coverage is unavailable in a particular location.
  • Network speeds are slower than expected.
  • Local congestion affects performance.
  • A particular technology (such as 5G) is unavailable.

Where a genuine service fault exists, we will investigate and work to resolve the issue.

8. Technical Issues

If you experience a problem using your eSIM:

  • Contact HolaFone Customer Support as soon as possible.
  • Provide screenshots or error messages where available.
  • Allow us a reasonable opportunity to investigate and resolve the issue.

Refund requests submitted after the plan has expired may be declined where the issue was not reported during the validity period.

9. Fraud Prevention

Refunds may be refused where:

  • Fraud is suspected.
  • Payment has been reversed or disputed.
  • False information has been supplied.
  • The service has been used in breach of our Terms and Conditions.

10. Refund Method

Where a refund is approved, it will normally be issued using the original payment method.

Processing times depend on your payment provider and financial institution and may take several business days to appear.

11. Chargebacks

If you believe a payment has been taken incorrectly, please contact HolaFone before initiating a chargeback through your card issuer or payment provider.

Many issues can be resolved more quickly through our support team.

12. Consumer Rights

Nothing in this Refund & Returns Policy limits or excludes any statutory rights you may have under applicable consumer protection laws.

13. Contact Us

If you believe you are entitled to a refund, please contact:

HolaFone Customer Support

Website: https://holafone.com

Email: support@holafone.com

Please include:

  • Your order number.
  • The email address used for your purchase.
  • A description of the issue.
  • Any screenshots or supporting information that may help us investigate.

Plain English Summary

  • If the problem is our fault, we’ll investigate it and work to put it right.
  • If your eSIM has been activated and used, refunds are normally not available.
  • If your data plan expires before you use it, we cannot refund, extend or transfer the unused allowance.
  • If your eSIM has not been activated and is still within its validity period, contact us before it expires and we’ll review what options are available.
  • We always aim to treat our customers fairly while protecting the integrity of our services.