Fair help when a plan cannot be used.

Before delivery or installation

Contact us immediately if you ordered the wrong destination or package. Where fulfilment has not started, or where the supplier confirms an eSIM is uninstalled, unactivated and recoverable, we may cancel and refund the order.

When a refund may be available

• Merofly cannot supply the package you paid for.
• The eSIM or installation credentials are defective and support cannot repair or replace them within a reasonable time.
• The package is materially different from its pre-purchase description.
• A duplicate charge or confirmed unauthorised Merofly transaction occurred.
• Consumer law gives you a refund, price reduction or other remedy.

We may first troubleshoot, reissue or replace an eSIM where that is a reasonable and prompt remedy.

When a refund is usually not available

• the eSIM was installed, activated or substantially used and works as described;
• the device is carrier-locked, unsupported or a restricted regional variant, or the phone used differs from the one checked;
• installation instructions were not followed, the eSIM was deleted, or the installation deadline or validity period expired;
• coverage or speed varies within the range reasonably expected of the local network;
• travel plans changed after digital fulfilment;
• an unlimited plan is subject to a disclosed fair-use or hotspot policy.

We consider each request fairly and will not use this list to limit rights that cannot legally be excluded.

How to request help or a refund

Email support@merofly.com as soon as possible with your order number, purchase email, device model, destination and a short description of the problem. Screenshots may help, but never send a full payment card number.

We may ask for diagnostic details and evidence that the eSIM is not installed, activated or consumed. We aim to acknowledge requests promptly and provide a decision after supplier verification where needed.

How approved refunds are paid

Where you have a statutory cancellation right and cancel validly, we will refund the amount due without undue delay and no later than 14 days after we are informed of your decision. Refunds use the original payment method unless you expressly agree otherwise, and Merofly does not charge a refund fee. Bank processing times after release are outside our control. Rewards or commission attached to a refunded or disputed order are reversed.

Immediate supply and statutory rights

At checkout, you expressly request immediate digital supply and acknowledge that the 14-day cancellation right for digital content ends when supply begins. For any service element begun during that period, cancellation rules may require payment proportionate to what was supplied before cancellation.

None of this affects remedies for digital content or services that are faulty, not as described, not supplied with reasonable care and skill or otherwise fail to conform. Nothing in this policy limits mandatory consumer rights.

Model cancellation notice

If a cancellation right still applies, you may email us or copy the following wording. You do not have to use this form.