Refund policy

Last updated: October 23, 2026 · Nymbis Tech Solutions LLC, Fort Worth, Texas

This English version governs.

Flylo sells digital eSIM plans that are delivered by email within minutes and, once activated, are consumed as you travel. That makes refunds different from returning a physical product — but the principle is simple: if the fault is ours (or our supplier's), we make it right. If a plan worked as described, or the problem is a device that can't use eSIMs, a refund usually isn't possible. This policy is part of our terms of service.

Before you buy: the 30-second compatibility check

The #1 cause of refund requests is a phone that is carrier-locked or doesn't support eSIM — and no travel eSIM from any seller can work on such a phone. Before buying, please confirm your device (a) supports eSIM and (b) is carrier-unlocked. Most phones show an "Add eSIM" option in settings if they support it. Not sure? Email hello@flylo.co before you order — we'd much rather help you check than have you stuck at the airport.

You can get a full refund if…

• The eSIM could not be delivered or activated because of a technical fault on our side or our supplier's side — for example, the eSIM was never provisioned, the install credentials don't work, or the eSIM cannot connect at all due to a provisioning problem — and troubleshooting with us and our supplier (Airalo) does not fix it.
• Your order was never delivered: you paid, but no eSIM or delivery email ever arrived.
• The wrong plan was delivered: the eSIM you received doesn't match the plan you ordered, and we can't correct it.
• The plan was withdrawn before activation: the plan you bought was discontinued or became unavailable before you activated it.

Partial refunds and store credit — we review these case by case

• Activated, but a verified network problem ruined the plan: if our supplier confirms a network-side failure at your destination (not just slow speeds) that made the plan largely unusable and troubleshooting failed, we may refund the unused portion or issue store credit.
• Bought before checking, never installed: if your device turns out to be incompatible or locked and the eSIM was never installed or activated, contact us before your trip. Where our supplier approves the return of an untouched eSIM, we'll refund you or issue store credit — an installed or activated eSIM can't be returned this way.
• Wrong destination or wrong plan, never used: if the eSIM was never installed or activated, we can usually swap it for the right plan or hold the value as store credit.
• Duplicate purchase: if you accidentally bought the same plan twice, we'll refund or credit the duplicate, unused one.

We can't refund if…

• The plan was activated or data was used and it worked — including changing your mind mid-trip, finishing your trip early, or no longer needing the remaining data.
• Your device is incompatible or carrier-locked and the eSIM was installed or activated (or our supplier will not take the eSIM back). This is exactly why we ask you to check first — see above.
• The problem is outside our control at the destination — local coverage gaps, congestion, or outages on the destination's networks where the eSIM does connect and work, or speeds slower than at home.
• The plan was used outside its listed coverage (for example, a single-country plan used in a different country), or the installation steps weren't followed. Try support first — most "no data" cases are a roaming or APN setting we can fix in minutes.
• The plan's validity period has expired, including a plan that was never installed or activated within any stated window.

The exceptions: the lists above are our standard rules. Where applicable consumer law gives you a refund right in a specific situation, the law comes first — always.

How to ask

1. Email hello@flylo.co with your order ID, the email you used at checkout, and a short description of the problem (screenshots of any error message help a lot). Contact us as soon as you hit trouble — ideally while you're still traveling, so we can try to get you connected first.
2. We troubleshoot first, because most issues are fixable. If the problem looks technical, we review it together with our supplier, Airalo, which can include checking the eSIM's provisioning and usage records.
3. We answer every refund request within 14 days. If your refund is approved, it goes back to your original payment method via Stripe — we can't refund to a different card or account. How long it takes to appear after we issue it depends on your bank or card issuer.

A note about chargebacks

Please email us before starting a chargeback with your bank — a quick message almost always resolves things faster, and an open chargeback can lock your eSIM while it is investigated. If a chargeback is raised on a plan that was delivered and used, or after a refund was already issued, we may dispute it with the delivery and usage records for that eSIM.