Refund policy

Contents (8)

1. Which rule applies to you
2. Our 30-day money-back guarantee
3. Right of withdrawal (consumers in the EU, EEA, UK and Serbia)
4. Extensions (top-ups)
5. How to ask for a refund or withdraw
6. Common questions
7. Your statutory rights
8. Version history

1Which rule applies to you

2Our 30-day money-back guarantee

This guarantee is voluntary. It applies to every customer, wherever you live, in addition to your statutory rights, and it does not limit them.

• Condition 1: your eSIM has not been installed on any device.
• Condition 2: you ask for the refund within 30 days of purchase.
• You do not need to give a reason. This also covers the case that your device turns out not to support eSIM.

We check the installation status with our technical provider. The guarantee covers the price of the plan. It does not apply to extensions, because they are added to an eSIM that is already installed.

3Right of withdrawal (consumers in the EU, EEA, UK and Serbia)

This section applies if you are a consumer and live in the European Union, the European Economic Area, the United Kingdom or Serbia.

How we calculate the part already provided

• Unlimited plans and their extensions: the time that has passed between the start of your plan and your withdrawal, compared with the full duration of the plan.
• Data packages, long-term plans and their extensions: these are sold as a fixed amount of data, so we compare the data used up to your withdrawal with the data included.
• Plan not started yet (the eSIM has not connected to a network): you pay nothing.

We use the status and usage data of our technical provider for this. For data plans you can see the data used on your My eSIM page.

Your contract ends with your withdrawal. After checking your withdrawal, we may deactivate the eSIM concerned. We tell you in our reply.

When the right of withdrawal ends early

If, before the service started, you asked us to start it right away and confirmed that you know about this rule (with the tick box before checkout), your right of withdrawal ends before the 14 days are over once the service has been fully provided. That is the case when all days of your plan have passed or, on a data plan, when all included data has been used or its period has ended. We confirm your request in the order confirmation.

How we handle your withdrawal

• We record every withdrawal, whichever way you send it, and confirm its receipt by email.
• A person from our team then checks it: whether it arrived within the withdrawal period, whether the statutory right of withdrawal applies to you and how much of the service had been provided. Nothing is decided automatically.
• We reply by email, usually within 3 working days, with our decision. If a refund is due, we tell you the amount and how we calculated it. If we need more information, for example your order number, we ask you.
• If a refund is due, you receive it at the latest 14 days after we received your withdrawal, to the payment method you used.
• We can decline a withdrawal only for a reason the law provides: the withdrawal period had already ended, your right of withdrawal had already ended because the service had been fully provided, or the statutory right of withdrawal does not apply to you. In the last case we check whether our money-back guarantee applies. An order that has already been refunded is not refunded again. We always tell you the reason, and you can reply if you see it differently.

Model withdrawal form

Adding your order number helps us find your order faster. It is not required.

4Extensions (top-ups)

• An extension is a separate purchase. It is added to your existing eSIM right after payment. If it cannot be added, we refund it in full.
• Consumers in the EU, the EEA, the UK and Serbia can withdraw from an extension within 14 days from the day they order it, as described in section 3. Before you pay for an extension, we ask you to tick a box to request that we add it right away. If you did so and withdraw after it has been added, you pay for the part already provided. Your right of withdrawal then ends once the extension has been fully provided.
• If you withdraw from a plan, the extensions bought for it end as well. For an extension that has already started, you pay the part already provided, calculated in the same way.
• The money-back guarantee does not apply to extensions.

5How to ask for a refund or withdraw

1. Withdrawal: use Withdraw from contract here, write to support@aerosims.com or tell Sky in the chat. Money-back guarantee and other refunds: write to support@aerosims.com, use our contact form or ask Sky in the chat.
2. Give us the email address you used at checkout and, if you have it, your order number. You do not need to give a reason.
3. We confirm receipt by email. If you withdraw online, the confirmation arrives straight away and shows the content, date and time of your withdrawal.
4. We check your request personally and reply by email with our decision, usually within 3 working days.
5. If a refund is due, we refund to the payment method you used, at the latest 14 days after we receive your request. We do not charge any fee.

6Common questions

My phone does not support eSIM. Can I get my money back?

Yes. If the eSIM has not been installed and you ask within 30 days of purchase, you get a full refund.

I installed the eSIM, but my trip was cancelled. What now?

If you are a consumer in the EU, the EEA, the UK or Serbia and you ordered the plan less than 14 days ago, you can withdraw. If your plan has not started yet, you pay nothing. If it has started, you pay only for the part already provided (how we calculate it). In all other cases an installed eSIM is refunded if it does not work and we cannot fix it.

My unlimited plan got slower in the evening. Is that a reason for a refund?

Not on its own. Each unlimited plan includes a daily amount of high-speed data. After it, data continues at a reduced speed until the daily amount renews the next day. The values for each destination are on our Daily data allowance page. If you are a consumer in the EU, the EEA, the UK or Serbia and ordered the plan less than 14 days ago, you can still withdraw and pay only for the part already provided.

Do I have to give a reason?

No. Neither for the money-back guarantee nor for a withdrawal.

7Your statutory rights

This policy does not limit your statutory rights, including any statutory warranty for services that do not work as agreed. What we do when a plan does not work is described in our Terms of Service.

Version history

AeroSims · Switzerland · support@aerosims.com
Terms of Service · Refunds and withdrawal · Privacy · Delivery · Contact · Legal notice