Before you activate your eSIM, you can request a full refund within 30 days of purchase, no questions asked. After you activate your eSIM, no refund is available unless the eSIM is faulty.
Refund eligibility
| Situation | Refund |
|---|---|
| eSIM not installed and not activated | Full refund |
| eSIM installed but not activated, no data used | Full refund |
| Activated eSIM, no fault found | Not eligible |
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 full list of situations where Halo will and will not refund is in the refund policy.
How to request a refund
Chat with Hal. This is the fastest way to ask, and the one we monitor most closely. Hal will take the details the team needs and pass your conversation to a real person, so you do not have to explain it twice.
Have this ready:
- Your Halo order number (starts with HALO-)
- The reason for your refund request
- Whether the eSIM has been installed or activated
We will acknowledge your request within 48 hours and reach a refund decision within 14 days of the request.
If you would rather put your request in writing, the formal route is set out in the refund policy. That address, 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.
When an approved refund arrives
Approved refunds are returned to your original payment method 5 to 10 business days after the decision. Refunds are processed through Stripe, and 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.
Consumer rights
Halo eSIM Ltd is a UK-registered company. Your purchase is covered by UK consumer protection law.
When you purchase an eSIM and consent to immediate supply at checkout, your 14-day cooling-off right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ends once the digital content is supplied. This is explained at checkout before you complete your purchase.
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.
For customers in Australia: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.