Users may request a refund or modification of their eSIM purchase under conditions that align with Velome’s policies.
Requests must be submitted within 60 days from the date of purchase if activation becomes impossible, despite troubleshooting with Velome support.
Refunds are not applicable once the eSIM is installed and used, except for unresolved technical issues caused by Velome.
Users must cooperate promptly with troubleshooting for a refund to be granted.
Refunds do not cover unused plan validity or charges from alternate devices/services unrelated to Velome eSIM services.
Fraudulent or unauthorized purchases may be denied refunds, and associated accounts may be suspended pending investigation.
Accidental purchases resulting in eSIM installation and/or use are final, with no refunds applicable.
Disputed charges must be reported within 14 days of invoice receipt, with detailed explanations for consideration.
Refund requests outside the specified criteria will be reviewed case-by-case.
To initiate a refund, contact Velome support via Contact Us page, call, chat, WhatsApp, or email at support@velome.travel.
Additional evidence may be required, such as screenshots of technical issues or disputed charges.
Refunds will be credited to the original payment method within 21 days, subject to bank processing times.
Purchased eSIM data packages cannot be modified or customized, but plan duration can be extended upon user request.
For any questions, email support@velome.travel.