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Refund Policy

This Refund Policy applies to all eSIM products and related services purchased by users through AirZlink. If you need to request a refund after purchasing an eSIM product, you must follow the procedures and conditions specified in this Policy.

We may update this Policy from time to time. When we do, we will revise the “Latest Update/Effective Date” at the bottom. Please check the full Policy regularly.

This Policy may be translated into other languages for reference. In the event of any inconsistency or conflict between the English version and any other language version, the English version shall prevail.

1. Refundable Circumstances and Conditions

Technical issues preventing use: If the eSIM cannot be installed, activated, or used normally due to technical failures on the part of AirZlink, and the problem remains unresolved after full assistance from the AirZlink technical support team, you are entitled to apply for a full refund. You must email support@airzlink.com within 7 business days after discovering the issue, describing the problem in detail and providing relevant screenshots and other supporting materials for verification and processing.

Compatibility issues: If you did not confirm your device’s compatibility with eSIM before purchase, you may apply for a refund if all of the following are met:

  • The eSIM QR code has not been scanned;
  • No data from the package has been used;
  • The purchase date is within the past 30 days from the submission date; and
  • You can provide valid materials (e.g., screenshots of device settings, device model information) proving the device is incompatible with eSIM or locked such that eSIM cannot be used normally.

Trip cancellation / No longer needed: If you cancel your trip or no longer need the purchased eSIM for other reasonable reasons, and the eSIM has not been activated or used, and the purchase date is within the past 30 days from the submission date, you may apply for a refund. Please provide relevant proof (e.g., screenshots of flight/hotel cancellation orders) or a reasonable explanation.

2. Non‑Refundable Situations

Activated and used: Once the eSIM is activated, regardless of whether it is used normally, refund requests due to personal reasons (such as change of mind or finding a more favorable package) will not be accepted unless otherwise specified in this Policy. Activation indicates you have started using our services and corresponding resources have been allocated and configured.

Data package expiration: Each eSIM data package has an expiration date. After expiration, no refund is provided regardless of remaining data. Validity periods are set according to product characteristics and the service agreement. After expiration, the service terminates automatically; there is no refund mechanism for unused portions.

User error or failure to follow instructions: If the eSIM cannot be used due to failure to follow AirZlink’s installation/activation instructions or user‑specific reasons (e.g., incorrect device settings, software conflicts), no refund is provided. For example, installing an eSIM intended for a specific phone model on an incompatible device falls under user responsibility.

Fraudulent purchases or violations: If there is evidence of fraudulent purchases or violations of AirZlink’s terms (e.g., illegal activities, malicious order fraud), AirZlink reserves the right to refuse refunds and pursue legal responsibilities.

3. Refund Process

Submit an application: Email your request to support@airzlink.com with the subject “AirZlink eSIM Refund Application – [your order number]”. Include your name, registered email, order number, purchased eSIM details, refund reason, and supporting materials.

Review stage: The AirZlink customer service team will conduct a preliminary review within 7 business days after receiving your application. If materials are incomplete or require further verification, we will contact you to provide additional information. We will determine eligibility based on this Policy and the evidence provided.

Result notification: After review, you will receive an approval result by email within 2 business days, whether approved or not. If approved, the notice will include the estimated refund time; if not approved, the notice will explain the reasons.

Refund execution: If approved, the refund will be returned to the original payment account. The arrival time depends on the payment platform’s processing speed. If you have not received the refund after the expected time, please contact customer service for assistance.

4. Update / Effective Date

Last updated: Nov 10, 2025

Effective date: Nov 10, 2025