Last updated:
If a purchase does not work as expected, we want the next step to be clear. This policy covers eSIMs and eligible top-ups bought directly from Ahlanet. It explains how to request help and how a refund is reviewed. It does not replace or restrict mandatory consumer rights.
Start with your order reference
Contact us through a support ticket or the support email displayed below. You do not need to place another order to report a problem. If you cannot access your account, use the email channel. Tell us whether the issue concerns payment, delivery, installation, network connection or a change of plans.
Information that helps us investigate
- Your order reference and the email used for purchase.
- Your device model and operating-system version, destination and the time the issue occurred.
- A clear description and relevant screenshots, with unnecessary personal information hidden.
- Whether the eSIM was installed, activated or used, and the troubleshooting already attempted.
Do not send passwords, full card details or a complete QR/installation code in ordinary email. We request additional information only when relevant to the review.
Failed delivery, incorrect supply or duplicate charges
If a verified payment did not result in the purchased service being supplied, or the delivered plan differs materially from the confirmed order, we investigate and offer an appropriate correction or refund where required. An actual duplicate charge or incorrect amount is corrected after verification. Two separate intentional purchases are not automatically duplicate charges; contact us if the second order was made by mistake.
Cancellation before activation
If your trip changes or you bought the wrong plan, contact us before installing or activating it. A voluntary cancellation depends on the plan's provisioning status and whether the supplier can cancel the unused service. We explain eligibility after checking the order; an unused plan is not automatically guaranteed a refund. Supplier restrictions never override a statutory cancellation or other mandatory right.
Connection problems after activation
Contact support while the problem is occurring, where possible. We may help you check the selected data line, roaming, APN, supported network and local coverage. Avoid deleting the profile while the case is under review. If a fault attributable to the supplied service cannot be put right, we assess the remedy and any refund due under the purchase and applicable law. Usage records help establish what service was received; they do not automatically defeat a valid complaint.
Circumstances that do not automatically qualify
A change of mind after use, unused allowance at normal expiry, an unsuitable device, a destination outside the disclosed coverage, or deletion of an otherwise working profile does not by itself establish a right to a voluntary refund. We still review errors in our description, failures in the supplied service and applicable legal rights. A claim is not rejected merely because a plan has been activated.
Statutory cancellation and withdrawal
Where consumer law grants a cooling-off period, that right applies independently of this policy. For example, qualifying distance purchases in the EU/EEA may carry a 14-day withdrawal right, subject to the contract type and lawful exceptions. Loss or limitation of that right requires the relevant legal conditions, including any necessary express request, consent or acknowledgement; payment, receipt of a QR code or activation alone must not be treated as an automatic waiver. Tell us clearly if you wish to exercise a statutory right.
Review, decision and payment
We review the order, payment, delivery, activation and relevant provider records, and explain the outcome and any further information needed. Please report an issue promptly to help diagnosis; this request does not shorten legal deadlines. Approved refunds are sent through the original payment method where available and permitted. The bank or payment provider determines when funds appear. We do not promise a fixed banking timeline or require you to accept store credit instead of a refund you are entitled to receive.
If you disagree with the outcome
Reply to the support case with the reason and any additional evidence so it can be reviewed. You retain the right to contact a competent consumer authority, an applicable dispute-resolution body, your payment provider or a competent court. Keep the order confirmation and correspondence until the matter is resolved.