Before your eSIM is prepared
If you cancel before Alaveno sends the eSIM order to the provider, we refund the full customer payment. A failed, duplicate or confirmed uncaptured payment is never treated as a completed purchase.
Delivered but unused
You may request a full change-of-mind refund within 14 days of purchase while the eSIM and any top-up remain uninstalled, unactivated and unused. Supplier cost recovery is Alaveno's responsibility and is not deducted from an approved customer refund.
After installation, activation or use
A change-of-mind refund is normally unavailable after the eSIM or top-up has been installed, activated or used. This does not affect remedies when the service is faulty, not delivered or materially different from the plan sold.
When the service does not work
Contact us promptly and keep the eSIM installed while we check delivery, installation, network settings, activation and usage. If we cannot provide the purchased service within a reasonable opportunity to fix it, we offer an appropriate replacement or refund. We do not make mandatory consumer rights depend on provider reimbursement.
How refunds are returned
Card and wallet refunds return to the original payment method. A crypto refund uses the separately confirmed asset, network and destination required by the payment provider. We confirm the decision without undue delay; the provider or bank controls when a completed refund becomes visible.
When to contact us
Contact us if an eSIM was not delivered, could not be installed, failed to connect despite the correct steps, or does not match the plan confirmed at checkout.
What we check
We check payment, delivery, installation, activation, usage and support history. Eligibility can differ once an eSIM has been installed, activated or used.
Before requesting
Do not delete the eSIM, share its QR code or buy the same plan again. Attach the order in the contact form and complete the relevant troubleshooting steps where practical.
Outcome and timing
We explain whether the order can be fixed, replaced or refunded. An approved refund is returned to the original payment method; the payment provider and bank control when it appears.
Consumer rights
This policy does not limit mandatory cancellation, conformity or refund rights under applicable consumer law.