Customer support
Refund Policy
Fair help when a digital eSIM cannot be supplied or used as described.
Before installation or activation
Contact Merofly promptly when an order is wrong or cannot be used. Where fulfilment has not started, or the eSIM is confirmed uninstalled, unactivated and recoverable, cancellation or refund may be possible.
When a remedy may be available
A remedy may be available when Merofly cannot supply the purchased package, installation credentials are defective and cannot be repaired or replaced, the package is materially different from its description, a duplicate charge occurred, or consumer law requires a remedy.
When a refund is usually unavailable
Refunds are normally unavailable after a working eSIM has been installed, activated or substantially used, when the device is incompatible or carrier-locked, when instructions were not followed, when travel plans change, or where coverage and speed vary within the disclosed local-network limitations.
How refunds are paid
Approved refunds are returned to the original payment method unless another lawful arrangement is expressly agreed. Partner rewards attached to refunded, disputed, fraudulent or ineligible transactions are reversed.
Request help through Merofly Support. Nothing in this policy limits mandatory consumer rights.