Refund Policy
Last updated: 13 August 2026
Your rights in plain English
- Before you activate your eSIM: full refund within 30 days of purchase, no questions asked.
- After you activate your eSIM: no refund, unless the eSIM is faulty.
- If your eSIM does not work because of a fault on our side: replacement or refund.
Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015 or, for Australian customers, the Australian Consumer Law.
Your 30-day pre-activation refund window
By law, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day right to change your mind when you buy digital content online. Halo goes further: we offer a full refund any time before you activate your eSIM, for up to 30 days after purchase.
This applies until either:
- 30 days have passed since purchase, or
- you activate the eSIM
whichever comes first.
Activation means first network attach: the moment your device first connects to a carrier network using the Halo eSIM in a destination country. Installing the eSIM profile on your device is not the same as activating it. You can install in advance and still cancel, as long as you have not connected to a network.
The activation waiver (Regulation 37)
At checkout, you will be asked to tick a checkbox acknowledging that once your eSIM is activated, you lose your right to cancel under Regulation 37 of the Consumer Contracts Regulations 2013.
This is a standard requirement for digital content that cannot be “returned” once used. The waiver must be actively ticked before you can complete your purchase.
This waiver only applies to the statutory cooling off right. It does not remove your rights under the Consumer Rights Act 2015 if the eSIM is faulty.
When Halo will refund you
| Situation | Outcome |
|---|---|
| Pre-activation, within 30 days of purchase | Full refund, no questions asked |
| eSIM never activates due to a technical fault on our side | Full refund or replacement (your choice) |
| eSIM activates but a fault on our side stops it providing data in the covered countries listed for your plan | Replacement or full refund |
| You purchase the wrong plan and realise before activation | Full refund within 30 days |
| Duplicate or accidental purchase, reported within 48 hours and pre-activation | Full refund |
When Halo will not refund
Refunds are not available in these situations:
- After activation, except for faults covered above.
- Device incompatibility where our published compatibility guide was clear at the time of purchase. It is your responsibility to check compatibility before buying.
- No coverage in a country outside your plan’s covered list. Every plan’s covered countries are listed on its page before purchase behind View covered countries. A plan that works in its listed countries is working as described, even if it does not work somewhere else. We may still choose to help under Goodwill refunds below.
- Travel plans change after activation. Once the validity clock starts, it cannot be paused or reversed.
- Partial use. Plans are sold as a fixed package: either a fixed data bundle or a fixed number of days (Unlimited plans). We do not offer pro-rata refunds for unused data or for unused days once a plan is activated. If you may not need the full duration of an Unlimited plan, choose a shorter plan.
- Fair use or policy violations. If you exceed fair use limits or breach the Acceptable Use Policy, no refund is owed.
- Late pre-activation cancellation. If more than 30 days have passed since purchase and you have not activated, the cooling off period has expired.
Faulty eSIMs: your rights under the Consumer Rights Act 2015
If the digital content we supply is not of satisfactory quality, not fit for purpose, or not as described, you are entitled to a remedy under the Consumer Rights Act 2015.
Halo will attempt a replacement first by issuing a new eSIM profile at no charge. If a replacement is not possible or does not resolve the issue, we will issue a full refund.
These rights apply regardless of the 30-day cooling off period. A faulty eSIM is a faulty eSIM, whether you report it on day 1 or day 20.
How to request a refund
Chat with Hal. This is the fastest way to ask, and the one we monitor most closely. Hal can look up your order straight away and hands anything it cannot resolve to a human team member together with your conversation, so you do not have to explain it twice.
Have this ready:
- Your order number
- The email address you used at checkout
- A brief description of the issue
For technical faults, please also include:
- Your device model and OS version
- The destination country where you attempted to use the eSIM
- The approximate time of your first attempted use
- Any error messages or screenshots
In writing. A refund request sent by email is a valid request, and the response times below apply to it exactly as they do to a request made in chat. legal@haloesim.com is for legal matters: a complaint you want on record, a data protection request, or a formal notice. It is not a support inbox, and an ordinary refund question sent there will be answered more slowly than the same question asked in chat.
Response times
| Step | Timeframe |
|---|---|
| Acknowledgment of your request | Within 48 hours |
| Initial response and troubleshooting (if needed) | Within 3 business days |
| Refund decision | Within 14 days of request |
| Refund payment to your original payment method | 5 to 10 business days after decision |
Refunds are processed through Stripe and returned to the original payment method. The time it takes to appear on your statement depends on your bank or card issuer.
Goodwill refunds
Halo may issue refunds outside this policy at our discretion in cases where we believe it is the right thing to do. These are goodwill gestures and do not set a precedent or create entitlement in future cases.
Chargebacks
If you have a problem with your order, please contact us before initiating a chargeback with your card issuer, either in chat or by email to legal@haloesim.com. We would rather resolve the issue directly and can usually do so faster than the chargeback process.
Chargebacks initiated without prior contact may result in restrictions on future purchases.
Australian customers
If you are in Australia, the Australian Consumer Law guarantees apply to your purchase. Products must be of merchantable quality, fit for the purpose for which they are sold, and match their description. Nothing in this policy limits or excludes those statutory rights.