T&C

Refund and Returns Policy

Overview

If you are not having a good experience with MIOWIFI, please let us know!

If you have purchased an eSIM and your travel plans have changed and you no longer need the eSIM, or if you have purchased an eSIM and it is not compatible with your phone, or you have poor connection due to poor local communications infrastructure causing an unstable connection, we can offer you a full or partial refund.

Conditions apply in each case, so be sure to review our terms below.

These cancellation and refund terms apply to all purchases made through the http://mioesim.com online store without exception.

When can you request a refund?

– If you regret the purchase and the eSIM was not installed.

– If you have purchased the eSIM but at the time of installation it turns out to be incompatible with your cell phone or your cell phone does not support eSIM.

– If the eSIM has a problem connecting to the local network in the country you are visiting due to a problem with MIOWIFI or with the local cellular operator, we can provide you with a full or partial refund, according to the specific case.

In all cases:
– The eSIM should NEVER have been installed in order to provide refund. If the eSIM was installed on any phone, no return or refund can be requested.

When will we not issue a refund?

We cannot issue a refund in the following cases:

– If in our system we verify that the eSIM was installed on any cell phone.

– If there was no claim before the end of the trip.

– If the purchase was made more than 6 months ago.

– In any other case not specified in this page.

 

How to request a refund?

To process the refund you must first contact our support team to report the problem and see if it can be solved during your trip.

To do this you can send an email to help@mioesim.com with the Subject: Refund – Order Number.

In the email provide information and screenshots so that our team can evaluate and identify the problem.

In case of incompatibility with your phone, you must send screenshots of the configuration, demonstrating the compatibility issue.

Our support team is available 24 hours a day, 7 days a week and we usually respond within an hour.

If the problem cannot be solved, MIOeSIM will provide a partial or full refund of your order.

 

When will the refund be made?

You should consider that our response time for a refund is 3 to 5 business days.

How will the refund be made?

Once you have received an affirmative answer from us, the corresponding credit note will be issued and the money will be refunded to the same credit card you used to make the payment. Depending on your bank, it may take 15 to 30 business days for the payment to be credited.

Alternatively, we can offer a credit in our store for another purchase in the future.

 

Changes

We do not accept changes to the destination of the eSIM. In case you need to change the eSIM destination, you must request a refund for the current eSIM and then make another purchase.
To apply for a refund, the refund conditions described above must be met.

For assistance, please contact us on our online chat or by email at help@mioesim.com.