Refund Policy

This Refund Policy explains when and how you are entitled to a refund for eSIM products purchased from Avelis (hereinafter "we", "us", or "the Provider") through withavelis.com (hereinafter "Website").

Because eSIMs are digital products delivered and activated electronically, the ability to offer a refund depends on whether the eSIM has been installed or activated. Please read this policy carefully before making a purchase.

This policy applies to all purchase types we offer:

• One-time purchases (single data packages)
• Subscriptions (auto-renewing monthly or annual data plans)
• Top-ups (additional data or validity extensions added to an existing eSIM)

Our eSIM is considered activated — and the right to a refund generally ceases — at the earliest of the following moments:

• You scan the QR code delivered to you by email, OR
• You click the browser activation link and the eSIM profile is downloaded to your device.

Once the eSIM has been installed on your device, we are unable to revoke or re-issue it. This is a technical constraint inherent to how eSIM technology works, not a commercial choice. For this reason, we strongly encourage you to check device compatibility before purchasing (see Section 4).

Before purchasing, it is your responsibility to verify that your device:

• Is eSIM-compatible (supports embedded SIM technology)
• Is network-unlocked (not carrier-locked to a specific operator)
• Runs an operating system version that supports eSIM installation

A list of known compatible devices is available on our Website at withavelis.com/help. This list is indicative, not exhaustive. If you are unsure, please contact our support team before purchasing.

If you purchase an eSIM for an incompatible or locked device and have not yet opened or scanned the QR code or activation link, you are eligible for a full refund (see Section 5.2). Once you have scanned the QR code or opened the activation link, no refund can be issued for device incompatibility, as the eSIM profile may have been partially transmitted to your device.

5.1 Change of Plans (eSIM Not Activated)

If you purchased an eSIM but no longer need it — for example, your trip was cancelled or rescheduled — you are entitled to a full refund, provided:

• The eSIM QR code has not been scanned
• The browser activation link has not been opened
• The refund request is submitted within 30 days of the purchase date
• The eSIM was purchased directly from our Website (not through a third party)

5.2 Incompatible or Locked Device (eSIM Not Activated)

If your device turns out to be incompatible with eSIM technology or is carrier-locked, and you have not yet activated the eSIM, you are eligible for a full refund, provided:

• The QR code has not been scanned and the activation link has not been opened
• The refund request is submitted within 30 days of the purchase date
• You provide evidence of the incompatibility (e.g. a screenshot of your device settings showing no eSIM option, or the carrier lock status)

If you purchased an eSIM despite a clear compatibility warning shown during checkout, we reserve the right to decline the refund request.

5.3 Duplicate or Accidental Order (eSIM Not Activated)

If you accidentally placed a duplicate order or made a purchase in error, and the eSIM has not been activated, please contact us immediately. A full refund will be issued, provided:

• The QR code has not been scanned and the activation link has not been opened
• The request is submitted within 30 days of the purchase date

5.4 Technical Failure Attributable to the Provider

If the eSIM cannot be installed or used due to a technical error that is demonstrably on our side or on the side of our network partner — for example, a defective QR code, a failed eSIM profile, or a network partner outage in the destination country — we will offer:

• A full refund, if no data has been used
• A partial refund proportionate to the unused data, if data has been partially consumed
• A replacement eSIM of equivalent value, at your option

To be eligible, you must:

• Submit your refund request within 30 days of the issue arising
• Contact our support team promptly to report the issue (ideally while still in the destination country)
• Cooperate with our diagnostic process (e.g. provide screenshots of your device settings or network indicators)

We reserve the right to investigate the reported issue before approving a refund. We aim to respond to all technical refund requests within 5 business days.

5.5 Poor or Unstable Connection in Destination Country

eSIM connectivity depends on local network partners. Signal quality, speed, and coverage can vary by location and are outside our direct control. We do not guarantee uninterrupted connectivity.

If you experience persistent connection issues that appear to be caused by network infrastructure problems in the destination country, please contact our support team during your trip — not after. We may offer a partial refund or service credit on a case-by-case basis, taking into account:

• The proportion of data consumed
• Evidence of the connectivity issue (screenshots, network diagnostics)
• Whether troubleshooting steps were attempted

We cannot issue refunds for:

• Poor connectivity in remote areas or buildings (normal network variation)
• Issues caused by incorrect device settings (e.g. data roaming not enabled, APN misconfigured)
• Reports made after returning from the destination country without prior contact during the trip

5.6 Subscriptions

Subscriptions auto-renew at the start of each billing period (monthly or annually). The following rules apply:

Cancellation by you: You may cancel your subscription at any time via your account on our Website. Cancellation takes effect at the end of the current paid period. No refund is issued for the remainder of the current billing period — your subscription remains active until it expires.

Termination by us: If we discontinue a subscription plan or terminate your subscription for reasons other than a breach of our Terms and Conditions, we will issue a pro-rata refund for the unused portion of the current billing period.

Price changes: If you cancel your subscription within the notice period following a price change notification (see our Terms and Conditions, Section 6), we will refund any amounts paid for the period after the price change takes effect.

5.7 Top-Ups

Top-up purchases are treated as separate one-time purchases. Once a top-up has been credited to your active eSIM, it is non-refundable, regardless of whether the data has been used. If a top-up fails to apply due to a technical error on our side, we will re-apply it or issue a full refund.

To be unambiguous: refunds will not be issued in any of the following circumstances:

• The eSIM has been activated (QR code scanned or activation link opened), regardless of data usage
• The data allowance has been partially or fully consumed
• The eSIM is not working due to the customer's device being incompatible or carrier-locked, where the QR code or activation link has already been used
• The customer failed to follow the installation instructions provided
• The customer activated data roaming on their primary SIM card, incurring roaming charges — this is the customer's sole responsibility
• Network outages or speed reductions caused by third-party network partners in the destination country that are outside our control
• The purchase was made through a third-party reseller — refund requests must be directed to that reseller
• The eSIM was purchased more than 30 days before the refund request (unless a different deadline applies under mandatory consumer law)
• Top-up purchases that have already been credited to the eSIM
• Promotional, discounted, or gift voucher purchases, unless the issue is due to a technical error on our side

If you are purchasing as a consumer resident in the EU or EEA, you have a statutory 14-day right of withdrawal under EU Directive 2011/83/EU, implemented into German law via §§ 312b, 355 BGB.

However, by completing your purchase, you are asked to expressly consent to the immediate delivery of the digital content (the eSIM) and acknowledge that your right of withdrawal is lost once the eSIM has been installed on your device. This consent is obtained via a checkbox at checkout and is required before you can proceed to payment.

If you have not yet activated the eSIM and are within the 14-day withdrawal period, you may withdraw without giving a reason. In this case, a full refund will be issued. The fastest way is our electronic withdrawal function: withdraw your contract here. You will receive a written acknowledgement by email. You may also contact us at support@withavelis.com.

This statutory right of withdrawal does not override the other conditions of this Refund Policy — for example, the requirement to contact us within 30 days still applies.

To submit a refund request, please follow these steps:

Step 1 — Contact us

Email us at support@withavelis.com with the subject line "Refund Request – your order number". Alternatively, use the support chat on our Website.

Step 2 — Provide the required information

Include the following in your request:

• Order number and date of purchase
• Email address used for the purchase
• Reason for the refund request
• Evidence where applicable (e.g. screenshot of device settings for incompatibility claims, or screenshots of connectivity issues)

Step 3 — We review your request

We aim to review all refund requests within 5 business days. We may contact you for additional information during the review process.

Step 4 — Refund processed

If your refund is approved, it will be issued to your original payment method within 5–10 business days. Please note that processing times may vary depending on your bank or payment provider:

• Credit / Debit card (Stripe): 5–10 business days
• PayPal: 3–5 business days
• Apple Pay: 5–10 business days (to the original card)
• Google Pay: 5–10 business days (to the original card)
• Shopify Payments: 5–10 business days

We do not offer cash refunds or refunds via a different payment method than the one used at the time of purchase.

If you believe a charge on your account is unauthorised, please contact us at support@withavelis.com before initiating a chargeback with your bank or payment provider. We will investigate promptly and, where appropriate, issue a refund directly.

Initiating a chargeback without first contacting us may result in the suspension of your account. We cooperate fully with all chargeback investigations and reserve the right to contest chargebacks where we determine that the refund request does not meet the criteria of this policy.

This policy applies exclusively to purchases made directly through withavelis.com. If you purchased an eSIM through a third-party reseller, travel agent, or marketplace, you must contact that third party directly to request a refund. Avelis is not a party to contracts made through third parties and cannot process refunds for such purchases.

We reserve the right to update this Refund Policy at any time. Material changes will be communicated on our Website and, where applicable, by email. The version in force at the time of your purchase will apply to your refund request.

For refund requests or any questions about this policy, please contact our Customer Support team:

This Refund Policy is governed by the laws of the Federal Republic of Germany. It does not affect any mandatory consumer rights you may have under the laws of your country of residence.