Request window
30 days
Submit the request within 30 days of purchase and, for service issues, while the plan can still be investigated.
Fair digital-product support
DALO Refund Policy
DALO reviews refund requests fairly based on whether the eSIM was issued, installed, activated or used and on the source of the problem.
Effective date: 28 July 2026
Refund method
Original payment
Approved refunds are returned to the original payment method used at checkout.
Customer rights
Always preserved
Mandatory rights for defective or incorrectly supplied digital products are not excluded.
Before digital delivery
Orders that have not been issued
If payment was completed but the eSIM has not been issued or its activation details have not been made available, contact DALO immediately. Unless fulfilment has already become irreversible or another legal exception applies, DALO can cancel the order and return the payment.
Full or partial refund may apply
Eligible situations
✓
eSIM not issued
Payment was completed but DALO or its fulfilment provider could not issue the purchased eSIM within a reasonable time.
✓
Confirmed technical defect
The eSIM cannot be installed or used because of a technical problem attributable to DALO, the supplied eSIM or the fulfilment provider, and reasonable troubleshooting does not resolve it.
✓
Incorrect product supplied
The delivered eSIM materially differs from the destination, data allowance or validity shown in the confirmed order.
✓
Duplicate or incorrect charge
The same order was charged more than once or the charged amount does not match the confirmed DALO checkout amount.
✓
Material service failure
A supported destination has no usable service for a substantial part of the plan because of a verified provider-side failure. Depending on usage, a full or proportional refund may be appropriate.
Normally not refundable
Situations outside DALO’s responsibility
Incompatible or carrier-locked device
The phone does not support eSIM, does not allow a new eSIM or is locked to another carrier, where compatibility requirements were clearly disclosed before purchase.
Wrong destination or plan selected
The customer selected the wrong country, region, data allowance or validity period and the eSIM has already been issued.
Change of mind after digital delivery
The activation details have already been supplied and immediate digital delivery began with the customer's request and acknowledgement where required by law.
eSIM deleted or instructions not followed
The customer deleted an installed eSIM, attempted unsupported transfers or did not follow the supplied installation and troubleshooting instructions.
Expired or unused data
The plan validity period ended, data expired or the customer did not use the purchased allowance before expiry.
Expected network variation
Speed, 4G or 5G availability, indoor coverage or congestion varies without amounting to a material failure of the purchased service.
Third-party costs
Roaming charges, device costs, replacement purchases or other expenses charged by a mobile carrier, bank, hotel or third party.
“Normally not refundable” does not override a mandatory legal right. DALO will consider the actual facts, product status and applicable consumer law.
Partial refunds
If a plan worked for part of its validity or some data was used before a verified provider-side failure, DALO may offer a proportional refund or replacement reflecting the unused service. No refund will exceed the amount paid for the affected order.
Fraud and unauthorised purchases
DALO may request verification before refunding a disputed or unauthorised purchase. Refunds may be refused where there is evidence of fraud, abuse, resale, manipulated evidence or a material breach of the DALO Terms and Conditions.
How to request a refund
Give support enough information to investigate
- 01
Contact DALO
Use the contact form within 30 days and identify the request as an order or refund issue.
- 02
Provide evidence
Include the order number, purchase email, destination, device model, screenshots and a description of the problem.
- 03
Complete troubleshooting
Keep the eSIM installed and cooperate with reasonable checks while the plan and network issue can still be examined.
Processing an approved refund
Approved refunds are submitted to the original payment method. The customer's bank or card issuer controls when the credit appears and may apply its own exchange rate. A typical card refund can take approximately 5–10 business days after DALO submits it, but timing is not guaranteed by DALO.
Seller
DALO ESIM SOLUTIONS LLC
16192 Coastal Highway
Lewes, Delaware 19958
United States
Delaware File Number: 7164048
Need help with an order?
Contact DALO before deleting the eSIM or purchasing a replacement. Early troubleshooting gives support the best chance to resolve the issue and verify refund eligibility.