Refund Policy
1. Overview
At Flyahoy, we want you to be fully satisfied with your purchase. This Refund Policy describes when and how refunds are issued for eSIM data plan purchases made through our Platform.
This policy is designed in accordance with Directive 2011/83/EU on consumer rights, as transposed into Portuguese law by Decreto-Lei n.º 24/2014.
Last updated: March 2026
2. Right of Withdrawal (EU Consumer Rights)
Under EU consumer protection law, you have the right to withdraw from a distance contract within 14 days of purchase without giving any reason. However, in accordance with Article 16(m) of Directive 2011/83/EU, the right of withdrawal does not apply to the supply of digital content which is not supplied on a tangible medium if the performance has begun with your prior express consent and acknowledgment that you thereby lose your right of withdrawal.
When you purchase and install an eSIM profile, the digital content delivery begins immediately. By proceeding with the installation, you expressly consent to the immediate performance of the contract and acknowledge the loss of your right of withdrawal for that specific purchase.
3. Eligibility for Refund
Notwithstanding the above, we offer refunds in the following circumstances:
3.1 Full Refund
- Uninstalled eSIM: If the eSIM profile has not been installed or activated on any device, you are eligible for a full refund within 30 days of purchase.
- Technical Failure: If the eSIM fails to work due to a platform-side or provisioning error confirmed by our technical team, and we are unable to provide a working replacement.
3.2 Partial Refund or Credit
- Service Disruption: If a significant, prolonged service disruption prevents you from using a substantial portion of your data plan, and the issue is attributable to our Network Partners.
- Duplicate Purchase: If a duplicate charge occurs due to a technical error, the duplicate amount will be fully refunded.
3.3 Non-Refundable Situations
Refunds are not available in the following cases:
- The eSIM has been installed and data consumption has begun;
- The request is made more than 30 days after purchase (for uninstalled eSIMs);
- Service issues are caused by device incompatibility, incorrect device settings, carrier locks, or user error;
- Network coverage limitations in specific areas within the destination country;
- Slow speeds due to network congestion, which is standard operator behaviour;
- The User failed to verify device compatibility before purchase (compatibility information is clearly provided on our Platform).
4. How to Request a Refund
To request a refund, please follow these steps:
- Contact our support team at [email protected] or via live chat;
- Provide your order number, the email associated with your account, and a clear description of the reason for your refund request;
- If applicable, include screenshots or evidence of any technical issues;
- Our team will review your request and respond within 48 hours.
5. Refund Processing
Once a refund is approved:
- Credit/Debit Cards: 5–10 business days for the refund to appear on your statement;
- PayPal: 3–5 business days;
- Other Payment Methods: up to 14 business days, depending on the payment provider.
Refunds will be issued to the original payment method used at the time of purchase. We are unable to process refunds to alternative payment methods.
6. Cancellations
You may cancel an order only if the eSIM has not yet been installed or activated. Once the eSIM profile has been delivered and installed, cancellation is not possible, as the digital content delivery has been completed.
7. Contact Us
For any questions about our refund policy, please reach out:
- Email: [email protected]
- Website: flyahoy.com
Our customer support team is available 24/7 to assist you.