Refund Policy
Last updated: February 7, 2026
At Vivafone, we strive to provide excellent service and high-quality eSIM products. If you're not satisfied with your purchase, please review our refund policy below. We want to ensure you have a positive experience with our services.
1. Refund Eligibility
You may be eligible for a refund under the following circumstances:
Technical Issues
If the eSIM fails to activate or connect due to technical issues on our end
Service Unavailability
If the purchased data plan is not available in the selected destination
Duplicate Orders
If you accidentally purchased the same plan multiple times
Change of Plans
Refunds are not available for change of travel plans or unused data
2. Refund Timeframes
Before Activation
Within 24 hours of purchase
Full refund available if the eSIM has not been activated
After Activation
Within 7 days of purchase
Case-by-case review for technical issues or service problems
Extended Period
Up to 30 days
Only for confirmed technical failures or service unavailability
3. How to Request a Refund
Contact Support
Email us at support@vivafone.net with your order reference and reason for refund
Provide Details
Include your order number, purchase date, and detailed description of the issue
Review Process
Our team will review your request within 24-48 hours and respond with our decision
Refund Processing
If approved, refunds are processed within 5-7 business days to your original payment method
4. Refund Methods
Refunds are processed using the same payment method used for the original purchase:
- Credit/Debit Cards: Refunded to the original card (may take 3-5 business days to appear)
- PayPal: Refunded to your PayPal account
- Bank Transfer: Refunded to your bank account (may take 5-7 business days)
5. Partial Refunds
In some cases, we may offer partial refunds:
- Used Data: Pro-rated refund for unused portion of data plan
- Service Fees: Administrative fees may be deducted
- Technical Support: Cases requiring extensive troubleshooting
6. Non-Refundable Items
The following are generally not eligible for refunds:
- Purchased data that has been consumed or expired
- Change of travel plans or destination
- Device compatibility issues (please check our compatibility list first)
- Expired or time-sensitive promotions
- Third-party charges (currency conversion fees, bank charges)
7. Contact Information
For refund requests or questions about this policy:
8. Alternative Solutions
If a refund is not possible, we may offer alternative solutions:
- Plan Extension: Additional validity period for your current plan
- Plan Upgrade: Credit towards a higher data allowance
- Store Credit: Credit for future purchases
- Technical Support: Extended assistance to resolve connectivity issues
9. Important Notes
- All refund requests are reviewed on a case-by-case basis
- We reserve the right to deny refunds that violate our terms of service
- Processing times may vary depending on your payment provider
- International refunds may be subject to currency conversion fees
- This policy applies to purchases made through vivafone.plus
Need Help with Your Order?
Our support team is here to help resolve any issues with your eSIM purchase.
Contact Support