Your next trip starts here.
Your cart is empty. Choose a destination to get started.
Browse destinationsIn this guide 5 sections
We're The SIM Shop, a competing eSIM retailer. This guide explains Saily's published process rather than predicting what it will decide about an individual order.
Which type of purchase do you have?
| Purchase or problem | What the published policy means for your request |
|---|---|
| One-off plan, not activated | Request within 30 calendar days. The terms also require that included Extras haven't been used, reserved or shared. Installation and plan activation are separate. |
| One-off plan, activated but generally unused | More than 99% of the balance must remain for this route, with complimentary Extras not activated or used. The 30-day purchase window still applies. Approval is conditional. |
| Service quality or connection problem | Contact Saily promptly with the order and fault evidence. Its help centre describes possible full or partial remedies depending on the case. Don't misdescribe a service fault as simply changing your mind. |
| Subscription such as Ultra | Separate conditions apply, including a 14-calendar-day window from purchase or recurring payment and its stated usage thresholds. Don't apply the one-off plan's 30-day rule. |
On a 5GB one-off plan, 1% is 0.05GB using decimal units, about 50MB. Because the rule requires more than 99% left, exactly 99% isn't the same condition. Use Saily's recorded balance rather than your phone's approximate counter when discussing eligibility.
That arithmetic explains the threshold. It isn't a reason to stop a necessary small connection test or to assume a genuine fault has no remedy once the threshold is crossed.
Keep the account and save the evidence
Don't delete the Saily account while a purchase or refund is unresolved. Its terms expressly restrict refunds after account deletion. Removing an installed profile is a separate action and can introduce a connection problem; leave it in place while support checks it.
Save the receipt, purchase date, plan name, activation status, remaining balance, current country and error. If the problem is technical, include the phone model, software version and settings screenshots with QR codes and private details hidden. Note when the failure first occurred and what you tried.
For initial recovery, use our Saily connection guide. Check the selected line and settings before running large downloads. Keep Australian-line data roaming off so troubleshooting doesn't quietly move traffic to your home carrier.
Submit the request
Start with Saily's refund guidance and the refund-request link it provides. Sign into the purchasing account, identify the order and describe the actual reason. If a self-service route marks the order unavailable or doesn't cover the fault, use the support request route in that help centre; in-app live chat is another option.
A useful message is:
I bought [plan] on [date], order [number]. It is [unactivated/activated] and the account shows [balance]. In [country], it [exact fault] from [time/date]. I've tried [steps]. Please review this as [an unused-plan request/a connection-quality complaint] and confirm the proposed refund amount and payment method.
If a bundled Extra was used, say so. Don't assume the short help-centre summary overrides the more detailed conditions in the terms of service.
When should you hear back?
Saily's terms state a decision within five working days after an eligible request. An approved refund is processed within a reasonable time and no later than 30 calendar days. Those are different milestones, not a promise that money reaches every bank within five days.
Keep the case reference and approved amount. If the stated decision or processing period passes, reply in the same case with the submission date and ask which step remains outstanding. Confirm the payment method and currency in that response rather than assuming every remedy is a card refund or a credit.
For an unresolved consumer complaint, a voluntary refund policy isn't the whole picture. The ACCC's refund and consumer-rights guidance explains the Australian framework. The applicable remedy depends on the transaction and problem; this guide doesn't decide a legal entitlement or promise recovery of another provider's charges.
Sources
Saily's terms of service and refund help, checked 30 October 2026. Subscription and phone-number products have their own conditions; the worked 5GB example here concerns a one-off data plan.
