Refund policy

Use this policy to understand when Airalo refunds eSIMs purchased through the Airalo Partner API, how we review requests, and what to do if your request falls outside these rules.

Scope

This policy applies to refund requests for eSIMs purchased through the Partner API by API Partners.

Eligibility

A refund request is eligible when both conditions apply:

You submit the request within 30 days of the order creation date.

The eSIM is unused, which means no data has been used on the package.

Each package has its own validity period. We don't refund remaining data after that period ends.

Automatic rejection

The API automatically rejects a request when:

The order was created more than 30 days ago, or

The eSIM has already been used.

These requests don't go to manual review. You'll receive an email with the request status and the ICCID or ICCIDs for each rejected eSIM.

Review and decision

Passing the automatic checks doesn't guarantee a refund. Our support team reviews each request and makes the final decision.

The support team may ask for more information before making a decision. Respond promptly to help us review your request faster.

How refunds are issued

We add approved refunds as Airalo credits to your partner account. You can use these credits for future purchases. We don't pay refunds out as cash.

One refund per eSIM

Each ICCID can receive a refund only once. This rule applies whether you submit the request through the API or the Partner Platform.

Requests outside this policy

If your request falls outside these rules, for example because the eSIM has been partly used, contact our support team. We review exceptional cases individually, and any refund we approve may be partial.

Include the following details so we can review your request:

The ICCID of each eSIM.

The reason for your request.

Relevant details, such as the order date.

Misuse

We may refuse a refund request if we find evidence of abuse, fraud, or a breach of our Terms and Conditions.

We may also restrict access to the refund endpoint if you repeatedly submit requests for ineligible orders.

Submit a request

Use the Request refund endpoint.

Each request can include up to 5 ICCIDs. Each ICCID must belong to your company.

Changes to this policy

We may update this policy from time to time. The date at the bottom of this page shows when it was last updated.

Scope#

Eligibility#

Automatic rejection#

Review and decision#

How refunds are issued#

One refund per eSIM#

Requests outside this policy#

Misuse#

Submit a request#

Changes to this policy#