Due to the digital and intangible nature of eSIM profiles, the product is deemed delivered and consumed once the activation QR code is made available. Refunds are exceptional and strictly governed by the conditions below.
1. Eligible Cases for Refund
A refund may be granted only in the following cases:
Case 1 — Verified Technical Failure
The eSIM has a technical malfunction preventing any data network connection in the advertised coverage area.
The malfunction is confirmed by a technical diagnostic from the Alolilo support team.
The Customer has followed all troubleshooting instructions provided.
Case 2 — Installation Failure
The eSIM profile could not be installed despite confirmed device compatibility.
The failure persists after full technical assistance from Alolilo.
2. Exclusions
No refund will be granted for:
Device incompatibility — the Customer must verify compatibility before purchase.
Carrier-locked device.
Change of mind, order error (wrong country/plan), or non-use of the plan.
Insufficient local network coverage, which depends on local partner operators.
Deletion of the eSIM profile from the device by the Customer (accidental or intentional).
3. How to Request a Refund
To request a refund, contact support at contact@alolilo.comwith:
Your email address associated with your Alolilo account.
