Refund Policy
Last updated: 27 June 2026
We want every traveler to land online. Because an eSIM is a digital product activated on your device, refunds follow the rules below. This policy is part of our Terms of Service.
✅ You're eligible for a refund or free replacement if:
- The eSIM fails to activate due to a technical fault on our or the network's side, and our support cannot resolve it.
- The eSIM was never installed and never used, and you request a refund within 30 days of purchase.
- You received the wrong plan (wrong country, data or validity) compared to what you ordered.
- Your device is incompatible — provided the eSIM has not been successfully installed/activated.
❌ Refunds are not available when:
- The eSIM was installed and activated and data has been used (fully or partly).
- The plan expired after its validity period, or data was used up.
- The issue is caused by a locked or unsupported device, or “Data Roaming” was left off — please check compatibility and follow the install guide first.
- Coverage limitations of the local carrier in a specific area (coverage is “best effort” on partner networks).
How to request a refund
Email support@airova.net or message us on Telegram with your order email and order number. We typically respond within 24 hours. Before refunding, our team will try to get you connected — most issues are solved in minutes.
How refunds are issued
Approved refunds are returned to your original payment method (card via Stripe) within 5–10 business days, or as account balance if you prefer. Crypto payments are refunded in the equivalent amount to a wallet you provide; network fees may apply.
Contact
airova — operated by our Thailand-registered entity. Questions about this policy: support@airova.net.