Refund Policy - DataFly

Introduction

At DataFly, we are committed to providing the best possible experience for our valued customers. We understand that circumstances may change, and you may need to request a refund for your eSIM purchase. That's why we've established a clear and fair refund policy that protects your rights and ensures a smooth experience.

Please read this policy carefully to understand the terms and conditions for refunds.

1. Refund Eligibility

You may request a refund for your eSIM only under one condition:

You purchased an eSIM and have NOT activated it yet.

What is "Activation"?

An eSIM is considered activated when:

You add/install the eSIM on any device
AND the eSIM connects to a supported carrier network in your destination country

Example:

If you purchased an eSIM for Italy, installed it on your device, and the eSIM connected to a supported carrier network in Italy — the eSIM is considered activated and used, and therefore is NOT eligible for a refund.

2. Refund Request Deadline

To ensure your refund request is accepted, please note:

Refund requests must be submitted within 59 days maximum from the purchase date.
Any refund request submitted after this period will NOT be eligible for processing.

3. eSIM Validity Before Activation

Every eSIM purchased has a maximum waiting period of 179 days for activation from the purchase date.

You must start using your eSIM before this period expires.
If the eSIM is not activated within 179 days, it will become invalid and cannot be used or refunded.

Important Note

The actual plan validity (e.g., 7 days, 15 days, 30 days) starts only when the eSIM connects to a supported carrier network in your destination — NOT from the purchase date.

Example:

You purchased a 15-day plan. After 60 days from purchase, you traveled and your eSIM connected to a carrier network for the first time. In this case, the 15-day validity starts from the first network connection, not from the purchase date.

4. How to Request a Refund

To ensure a seamless experience for our customers, you can easily request a refund without needing to contact support, by following these steps:

1

Open the app and navigate to the "My eSIMs" page

2

Next to each eSIM, you'll find a three-dot menu icon "⋮"

3

Tap the three dots, then select "Request a Refund"

4

A window will appear to complete your refund request — follow the instructions to process it automatically

5. Refund Processing

Once you successfully submit a refund request:

Refunds are processed immediately on our end.
The refund will be credited to your original payment method.
It may take up to 14 days for the refund to appear in your bank account, depending on your bank or card issuer.

6. Contact Us

If you encounter any issues or have additional questions about our refund policy, our team is here to help:

Email: [email protected]

Live Chat: You can chat with us directly through the app