Refund Policy

An eSIM is delivered the moment we issue it, and the operator charges us for it straight away. For that reason, refunds are generally not available, including for plans, renewals, eSIM credits and Lighthouse credit.

The only exceptions are the limited cases below, and they are always at our sole discretion.

We may refund a purchase only if all three of these are true:

• It's a refundable product. Today that means travel eSIMs fulfilled through our partner eSIM Access, such as some data bundles bought with an eSIM credit or outright. Other plans, including local lines, unlimited plans and Lighthouse, can't be refunded because our suppliers don't refund them.
• The eSIM hasn't been installed on any device. We can see whether it has.
• There's a valid reason, for example the data genuinely doesn't work and our support team couldn't fix it.

• Your phone doesn't support eSIM, is carrier-locked, or doesn't support the local bands. Checking compatibility is your responsibility before you buy; use our compatibility check.
• You changed your plans, didn't travel, or didn't use the data or time.
• You bought the wrong plan or destination.
• The eSIM was deleted from your phone, or installed and then removed.
• Slower speeds or fair-use limits described on the plan page.
• Service was ended because of a breach of our Terms of Service.

If something isn't working, email arya@haxzu.io with your account email, the plan, and what you're seeing. Most problems are settings, such as data roaming being off or the wrong line chosen for data, and we'll help you fix them. We only consider a refund once we've tried to resolve the problem with you.

• Where our supplier allows it, we cancel the eSIM with them first.
• Approved refunds are refunded in full, including any fees, to your original payment method.
• In exceptional cases we may also refund a purchase that doesn't meet the conditions above, at our sole discretion. Doing so once doesn't oblige us to do it again.
• Speed caps or traffic policies applied by an upstream provider that weren't disclosed to us aren't by themselves grounds for a refund (see Unlimited data and fair use).
• A cancelled eSIM stops working and can't be reinstated.
• Your bank may take 5 to 10 business days to show the refund.
• If you paid with eSIM credits, approved refunds are returned as credits, not money.

Cancel auto-renew in your client portal at least 7 days before the renewal date. Renewal charges made because auto-renew wasn't cancelled in time aren't refundable.

Please contact us before disputing a charge with your bank. If a valid charge is disputed, we may suspend the eSIMs and credits linked to it while the dispute is open.

Nothing in this policy limits any right to a refund that the law where you live gives you and that can't be waived.