1. Refund request period
The user has 15 calendar days from the date of purchase to request a refund of an eSIM package, provided that all the conditions set out in section 2 are met.
2. Eligibility conditions
For a refund to be applicable, the following conditions must be simultaneously met:
- ✅ You have not received the activation QR code.
- ✅ You have not scanned the QR code.
- ✅ You have not activated the eSIM on the device.
- ✅ You have not consumed data from the purchased package.
- ✅ The request is submitted within 15 calendar days of purchase.
If any of these conditions is not met, the refund cannot be processed. This is due to the digital nature of the service: once delivered and/or activated, the QR code cannot be revoked or reused.
3. Request process
To initiate a refund process, the user must send an email to contacto@movilizamas.com including the following information:
- Full name of the purchaser.
- Order number.
- Date of purchase.
- Reason for the request.
- Payment method used.
4. Evaluation and response
Once the request is received, our support team will evaluate the case within a maximum of 3 business days and will send a response to the email registered with the purchase. If approved, you will be provided with instructions to complete the process.
5. Refund time
Once the refund is approved, the amount will be returned using the same payment method used in the original purchase, within 5 to 10 business days, depending on the issuing bank or financial institution.
6. Cases not eligible for refund
A refund will not apply in the following cases:
- ❌ The QR code was delivered and/or scanned.
- ❌ The eSIM was activated or data from the package was consumed.
- ❌ The request is submitted after the 15 calendar day period.
- ❌ Device compatibility issues (check before purchasing).
- ❌ Limited coverage of the local operator in the area of use.
- ❌ Change of mind after the service has been used.
7. Disputes with the local operator
Moviliza+ acts as an intermediary between the user and the eSIM network provider (Airalo). Any dispute related to the quality of the service, speed, or coverage must be channeled through our support center, and we will make the necessary arrangements with the provider.
8. Changes to this policy
Moviliza+ reserves the right to modify this Refund Policy at any time. Modifications will be effective from their publication on this website.
9. Contact
For any questions about refunds, write to contacto@movilizamas.com or use our Help Center.