HOLASIM Refund Policy

HOLASIM maintains a clear and transparent refund policy aligned with our principles of honesty and simplicity. Below are the conditions that apply to all eSIM purchases.

Types of refunds

1. Refund for Service Withdrawal

If you decide not to use your eSIM, you may request a refund as long as it has not been installed, activated, or used.

HOLASIM offers a 100% refund when the user decides not to use the eSIM, provided that:

The eSIM has not been installed.
The eSIM has not been activated.
No data has been consumed.
No more than 6 months have passed since the purchase.

Once the eSIM has been installed, activated, or used, a full refund is no longer applicable.

2. Refund for Incompatible or Locked Device

If your device is not compatible, you may request a full refund, provided that the eSIM has not been installed and evidence of the issue is provided.

HOLASIM will issue a 100% refund if the user’s device is incompatible, provided that:

The QR code has not been scanned.
The eSIM has not been installed or used.
The customer provides evidence of incompatibility.
No more than 6 months have passed since the purchase.

3. Refund for Incorrect Destination or Region

If you purchased an eSIM for the wrong destination or region and have not installed or activated it, you may request a full refund.

A 100% refund applies when the user purchased an eSIM for the wrong destination or region and:

The eSIM was not installed.
The eSIM was not activated.
No more than 6 months have passed since the purchase.

4. Refunds for Connectivity Issues

If you experienced real connectivity issues during your trip and contacted support while still at your destination, we may evaluate a full refund based on usage.

When service issues are attributable to HOLASIM or the local operator, a full refund may apply depending on data usage.
Conditions:

The user must contact HOLASIM during the trip through the website chat or WhatsApp:: +1 786 809 2010
Issues reported after the trip cannot be refunded.

5. Refund for Purchase Error or Duplicate Order

If a duplicate purchase or verified payment error occurs, the user may receive a full refund.

HOLASIM will issue a 100% refund for duplicate orders or verified payment errors, provided that the duplicated eSIM:

Was not installed.
Was not activated.
Was not used.

6. Refund for Technical Errors in eSIM Delivery or Generation

If a technical issue prevents the delivery, installation, or activation of the eSIM, the user may request a refund within 6 months of purchase.

HOLASIM may issue a refund when a technical error prevents the delivery or activation of the eSIM, provided that:

The eSIM could not be installed or activated due to the error.
The QR code was not generated, sent, or received correctly.
The request is made within 6 months of purchase.

Refund Request Process

Users must contact HOLASIM support through:

Website Chat
Official WhatsApp HOLASIM: +1 786 809 2010

The user must provide the required information (screenshots, technical details, or documentation). HOLASIM will review each request and confirm the result in writing: full refund, partial refund, or not eligible.

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