Refund policy

1. Full refund — never installed or never connected

If you bought an eSIM and never installed it, or installed it but it never connected to a network, you can have all of your money back. Ask within 30 days of purchase.

We can see on the supplier side whether a profile was ever activated, so you do not need to prove anything. Plans change, trips get cancelled; that is fine.

2. It installs but will not connect

If the eSIM installs and then will not register on any network at your destination, message us immediately. We will work through it with you — APN settings, data roaming toggle, manual carrier selection, handset restart.

If support cannot get it working, you choose: a full refund, or a replacement eSIM covering the whole validity period you paid for, starting fresh. Not the remainder, the whole thing. Time lost to a defective profile is not time you bought.

3. When there is no refund

Once data has been used, the plan is not refundable, and there is no pro-rata refund for days or gigabytes you did not get around to using. A working connection you chose not to use is a service delivered.

There is also no refund where:

• the handset turns out to be carrier-locked or not eSIM-capable — please check before buying, and ask us if unsure;
• you were outside the plan's coverage, which is listed on every plan page before you pay;
• speed was slower than you hoped, but the connection worked — see "what we cannot control" in the Terms;
• the plan was suspended for breach of the acceptable-use rules.

4. Wrong destination or wrong duration

Bought Thailand instead of Taiwan, or 7 days when the trip is 15? As long as the eSIM is still uninstalled, we will swap it free. If the correct plan costs more you pay the difference; if it costs less we refund the difference. One swap per order.

5. How to ask — no forms

There is no refund form, no ticket portal and no account section to hunt through. Send us two things:

• your order number (it looks like 7781), and
• one line on what went wrong.

By WhatsApp on +91 98539 91791 or by email to support@airzippy.com. Either is fine; WhatsApp is faster.

6. Timing

• Approval or refusal within 2 working days of your request. If we refuse, you get the reason in writing, not a template.
• Money back in 5–7 working days once approved. Razorpay returns it to the original payment method; we cannot send it anywhere else.
• Your bank may take a little longer to show it. The Razorpay reference we give you is what to quote if you need to chase them.

7. Your statutory rights

This policy sits on top of your rights under the Consumer Protection Act, 2019 and does not replace them. If you think a refund has been wrongly refused, use the grievance procedure — it is answered within 48 hours and resolved within 30 days.