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Disclosure: We’re The SIM Shop, an Australian travel eSIM retailer. We compete with the providers discussed here.
Start with the reason for the request
Holafly’s refund page has separate routes for changed plans, an incompatible or locked device, and connection problems. Its six-month headline doesn’t make all three unconditional.
If your plans changed
The published route covers a direct website/app purchase made no more than six months ago when the eSIM hasn’t been activated. Activated or used cases are assessed individually. If you haven’t installed it, leave it untouched while asking about the order.
If the phone is incompatible or locked
That route requires no QR scan, no data use, purchase within six months and the information needed to verify incompatibility or lock. Send the exact model and a cropped screenshot of the relevant error. Don’t scan the QR repeatedly on other phones to see whether one works.
If it doesn’t connect during the trip
Contact Holafly during the trip and keep the case reference; it says it can’t guarantee a refund if the issue is first reported afterwards. A connection problem may qualify for a full or partial refund, depending on the circumstances and data used. Its page also mentions a US$3.50 fee under “all other cases”, which doesn’t establish that every faulty-service refund has that fee. Ask for the proposed amount, any deduction and the reason in writing. Applicable consumer guarantees remain separate.
What to send
- Order reference, purchase date and exact plan.
- Whether it is installed, activated or used.
- Phone model, destination and the exact problem.
- Relevant cropped settings/error screenshots with QR and activation details hidden.
- The remedy you’re asking for and a request for the final refund amount in writing.
For example: “My [plan] failed in [city] at [time]. Other websites on Wi-Fi work, but [specific mobile-data result]. I have kept the eSIM installed. Please help resolve it and confirm the refund assessment if it can’t be fixed.”
Keep the result, not just the chat window
Save the support reply, approved amount and original-payment reference. Holafly’s policy describes refund processing in three to five business days, but submission is not approval. Follow up against the case if an approved payment doesn’t arrive.
Don’t treat one retailer’s six-month window as a ranking of every provider. Compare the same situation and eligibility, including whether installation changes the voluntary route.
