Refund Policy

1. Your statutory rights

This policy sits alongside your rights as a consumer under Irish and EU law. Nothing here removes those rights.

We do not apply an "all sales are final" rule.

2. Digital content and the right of withdrawal

An eSIM plan is digital content supplied immediately. Under EU consumer law, the 14-day right of withdrawal for digital content ends once supply has begun with your express consent and your acknowledgement that you lose the right of withdrawal.

At checkout you are asked to agree to these terms before payment. In practice this means:

• An eSIM you have not installed or used can normally be cancelled and refunded in full.
• An eSIM you have installed or started using can no longer be withdrawn from as a matter of course, but the situations in section 3 still apply.

3. When we refund

We refund an order in the following cases.

Technical failure

The plan cannot be installed or does not connect, and support cannot resolve it. We refund in full.

Incompatible device

Your device turns out not to support eSIM, or is carrier locked, and the profile has not been used. We refund in full. Please check the compatibility page before you buy.

Wrong destination or duplicate order

You bought the wrong destination, or the same plan twice, and the extra eSIM has not been installed or used. We refund the unused plan.

Provider outage

The network your plan depends on suffers an outage that prevents you from using the service for a significant part of your validity period. We refund in proportion to the part you could not use, or in full where the plan was unusable.

Service already substantially used

Where a significant part of the data allowance or validity has already been consumed, a refund is not normally available, because the service has been delivered. We will still look at the individual case.

Fraud or abuse

We may refuse a refund where an order is fraudulent, where a plan has been resold without our agreement, or where refunds are being requested repeatedly in a pattern of abuse.

4. How to request a refund

Contact support through the chat on veliosim.tech or the contact page with:

1. your order code, in the form ESIM-XXXXXX;
2. the email address used at checkout;
3. a short description of the problem, and the device model if the issue is technical.

For connection problems, please contact us before requesting a refund: many issues are settings related and can be fixed in a few minutes.

5. How refunds are paid

Approved refunds are returned to the original payment method. The time it takes to appear on your statement depends on your bank or card issuer.

6. Contact

Refund requests are handled by our support team. Business details: Noel Fay Telecom Services, 1 Beaverstown Orchard, Ballisk Common, Donabate, Co. Dublin, K36 AE71, Ireland. Telephone: +353 87 286 5648.