Saily eSIM refund: How to cancel your Saily eSIM plan and get a refund

If you’ve purchased a data plan that you’re no longer intending to use, you may be eligible for a Saily refund under certain conditions. Whether you’ve accidentally purchased a plan for the wrong destination, experienced a change in travel plans, or are having trouble getting online due to issues on our end, you may be wondering what the Saily refund policy entails. This article will cover what makes you eligible for a Saily eSIM refund and how exactly to get one. 

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9 min read

Saily eSIM refund: How to cancel your Saily eSIM plan and get a refund

Can I get a Saily eSIM refund?

Getting a full or partial Saily eSIM refund within 30 days of purchase is possible, but it depends on whether you’ve activated your data plan, and if so, how much data you’ve used. If you a) haven’t installed your eSIM or b) have installed your eSIM but haven’t activated your data plan, then you should be eligible for a full refund. If, however, you’ve used a portion of your mobile data, Saily unfortunately cannot guarantee a full refund. That being said, you may be entitled to a full refund if more than 99% of your data is unused (in other words, you’ve used less than 1% of your data plan) or if you were unable to use your plan due to service quality issues on our end. The following section will explain the Saily refund policy in more detail. 

What is Saily’s refund policy?

Saily’s refund policy can be divided into two categories — 1) refunds for non-activated data plans and 2) refunds for activated data plans with unused or minimally used data. However, some restrictions apply to obtaining a full or partial Saily refund. Let’s take a closer look at what conditions need to be met for a Saily eSIM refund.

Refunds for non-activated data plans

According to Saily’s terms of service, you can get a full refund within 30 days of purchase if you a) have purchased an eSIM but have not yet installed it, or b) have installed your eSIM but haven’t used any of the data on your plan. A key variable to keep in mind is that you cannot activate your plan manually — it automatically activates once you arrive at your destination. In other words, you can only use your data if you’re in the country/destination you’ve purchased the plan for. 

For instance, let’s say you’ve purchased a plan for a trip but due to extenuating circumstances, you’ve had to cancel and never made it to your destination. Even if you’ve installed your eSIM already, your plan will not be activated. In this scenario, you shouldn’t have trouble getting a full or partial refund as long as you request one within 30 days of purchasing the plan because you wouldn’t have used any of your data. However, some exceptions apply

Refunds for activated data plans with unused or minimally used data

If you’ve used even a minimal amount of data on your plan, Saily unfortunately cannot guarantee a full refund. This clause of the Saily refund policy exists to prevent abuse from users seeking infinitely free data. However, the Saily support team carefully reviews each case to come to a fair conclusion. 

You may still be eligible for a full or partial refund if:

  1. You were unable to use much of your data because of quality issues related to Saily.

  2. You activated your data plan, but > 99% of the data is unused (you’ve used less than 1% of your data).

Ultimately, the Saily support team will use their discretion to decide whether you’re eligible for a full or partial refund based on your unique circumstances.

Saily refund restrictions

Even if you believe you’re eligible for a full or partial Saily refund, please note that certain restrictions exist that make you ineligible, including:

  1. Evidence of abuse: If the Saily support team concludes that you’ve abused the Saily refund policy (ex: through repeated refund requests), violated the Saily terms of service, or committed fraudulent activity according to the terms of service. 

  2. Deleted account: If you delete your account after purchasing a data plan and subsequently request a refund. 

  3. Unrelated charges: If you request a refund for charges incurred on other phones, other SIM cards, other providers, hotel phones, or any other charges not directly associated with your Saily account.

Now that we’ve covered the Saily refund policy, let’s take a look at how to actually get a refund. 

How to get a Saily eSIM refund

You’ll need to contact Saily support to submit a refund request. You can either do this by accessing our 24/7 live chat through the Saily app or by submitting a ticket through either the app or the help center on Saily’s website. 

To access the 24/7 live chat through the Saily app:

  1. Go to “Help.”

    How to get a Saily eSIM refund (24/7 live chat): step 1
  2. Select “Troubleshooting.”

    How to get a Saily eSIM refund (24/7 live chat): step 2
  3. Tap “Contact support.”

    How to get a Saily eSIM refund (24/7 live chat): step 3
  4. Here, you’ll be prompted to enter your name and email address, and a representative will get back to you within minutes.

    How to get a Saily eSIM refund (24/7 live chat): step 4

To submit a Saily support ticket through the app:

  1. Go to “Help.”

    How to get a Saily eSIM refund (support ticket): step 1
  2. Select “Account and payments.”

    How to get a Saily eSIM refund (support ticket): step 2
  3. Tap “Contact support.”

    How to get a Saily eSIM refund (support ticket): step 3
  4. Follow the steps prompted by the app, including describing your issue, entering your order number (an optional step), and attaching up to five media files to support your case. 

    How to get a Saily eSIM refund (support ticket): step 4
  5. A representative will get back to you in up to 24 hours via email. 

    How to get a Saily eSIM refund (support ticket): step 5

To submit a request through Saily’s website, you can fill out the Saily Help Center request form. A representative will contact you via email in up to 24 hours. 

How long does it take to get a Saily refund?

It usually takes up to five working days for Saily’s customer support representatives to make their decision about your refund request. You should receive your refund shortly after, but no later than 30 calendar days.

FAQ

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    saily blog author sabina carbajal
    Sabina Carbajal

    Sabina launched an embarrassing travel blog at the age of 18 to document her insatiable hunger for deep cultural immersion, new flora and fauna, and … food! She relies on her phone at all times while she travels. Between her bird ID app, light meter app for her broken film camera, and good ol’ Instagram, an eSIM gives her speedy mobile data to power her adventures.

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