Terms of use

Terms of Use for our Services

These “Terms of Use of our Services” will apply where you are a user of our Services, and should be read alongside our other terms that apply to you. 

Your Device. In order to access our Services, you should have an unlocked, eSIM-compatible device, for which you should be the sole responsible user. Some information to help you with this can be found in our Help Center.

Your Airalo Account. Your Airalo account is personal to you, and cannot be assigned or transferred to anyone else without Airalo’s prior written approval. We reserve the right to suspend or terminate your account at any time, at our sole discretion. This can occur in situations where, for example, we have a security concern or if we think you have breached our Terms. We will notify you if we do this. Where you have breached our Terms or used our Services in a manner that is contrary to our Acceptable Use Policy, you will not be entitled to a refund, and we may suspend or terminate your Airalo Account.

Prices and Payments. We usually process payments in US Dollars ($). We may support other currencies, but we do that at our sole discretion. The prices for our Services don’t include taxes or any applicable extra fees, which may be added based on your billing address when you make a payment.

Refunds. You can find more details about the circumstances in which you are entitled to a refund in our Help Center. 

Termination and Suspension. We select the best and most trusted service providers to work with, so that you can have the most reliable experience possible. This means that, at times, we might need to stop collaborating with a service provider where they do not meet the standards we expect. This can result in the termination or suspension of the Services that have been purchased by you. Where this happens, please refer to the Refunds section in our Help Centre for further information.

Refund Policy

Applicability. Refunds from Airalo are only available to you if you have purchased the Services directly from Airalo. Where you have purchased the Services from a third party, you need to contact that third party in relation to any refund requests you may have.

Legal right of withdrawal. If you are purchasing the Services as a consumer, you have the legal right to unilaterally withdraw from your purchase within 14 days. This right to withdraw from your purchase expires on the earlier of 14 days after making the purchase, or the date on which the eSIM is activated. Please note that you will not be able to exercise your right of withdrawal for an eSIM that you have already started to use.

Replacements and Refunds. If you have activated the Services but are unable to use them due to an error or omission on the part of Airalo, or because Airalo has decided to retire the Service, we will either provide a replacement Service or refund an amount equal to the price of the Service you have purchased in full, at your option. This is, however, subject to the following:

1. You must have submitted a refund request within 30 days of the issue giving rise to your claim arising.
2. Airalo was not able to restore your ability to access and use the purchased Services within 10 days of receipt of your refund request.
3. You have cooperated with our efforts to resolve any issues you were experiencing with accessing or using the Services.

Where you have partially consumed the credit for the Services that you are requesting a refund for, we will only ever refund an amount equal to the unused portion of the Services.

No refund/replacement. You will have no right to a refund or replacement of the Services in any other situation.

How to apply for a Refund. You can submit a refund request to our support team either by emailing [email protected] or by using the in-app or web based chat available to you. Our support team may ask you to provide further information to support your refund request, such as screenshots of the Device settings. Where a refund is due to you, you will have the option of receiving it in the form of Airmoney, which is an in-app reward currency that can be used for future purposes, or credit back via your original payment method. Please note it can take a credit to your original payment method up to 30 business days to arrive with you.

Unauthorized purchases. If you suspect any unauthorized purchases have been made with your Account, you must notify our support team immediately. Airalo reserves the right to suspend any account associated with fraudulent activity. Whether a refund is payable is at the sole discretion of Airalo.

Incorrect charges. If you believe that you have been charged an incorrect amount for Services that have been provided by Airalo, please contact our support team within 30 days of having incurred such charge, providing details as to why you believe the invoiced amount is incorrect. We will then investigate. Whether a refund is payable is at the sole discretion of Airalo.