Policies
Last updated: January 2024. These policies apply to all purchases made through holflysiminfo.site.
Refund & Cancellation Policy
HolFly Info offers a full refund on eSIM purchases within 14 days of purchase, subject to the conditions below.
| Condition | Refund Available? | Notes |
|---|---|---|
| Within 14 days, eSIM not activated | Yes — full refund | QR code must not have been scanned |
| Within 14 days, eSIM activated | No | Digital goods exemption applies |
| After 14 days | No | Statutory cooling-off period expired |
| Technical fault (our side) | Yes — full refund | Must be reported within 30 days |
| Device incompatibility (not disclosed) | Case by case | Contact support within 7 days |
To request a refund, email [email protected] with your order reference number and reason for the refund request.
Fair-Use Policy
Unlimited data plans are subject to a fair-use policy to ensure network quality for all users. The following conditions apply:
- After reaching the daily fair-use threshold (typically 1–3 GB depending on the plan), speeds may be reduced to 1 Mbps.
- Full speeds are restored at midnight local time.
- The fair-use policy applies per calendar day, not per 24-hour period.
- Tethering/hotspot data may count separately towards the fair-use threshold on some plans.
- The fair-use threshold varies by country and plan. Check your specific plan details.
The fair-use policy is designed to prevent network congestion and ensure a good experience for all users. It is not intended to restrict normal travel use.
Service Limitations
- ●eSIM plans are data-only. Voice calls and SMS are not included.
- ●Each QR code can only be installed on one device and cannot be transferred.
- ●Plans do not auto-renew. You must purchase a new plan when your current one expires.
- ●Unused data does not roll over to a new plan.
- ●We are not responsible for network outages caused by the local carrier in any country.
- ●Coverage in remote areas may be limited or unavailable.
- ●Some countries may restrict certain internet services. We are not responsible for such restrictions.
- ●eSIM plans cannot be used on carrier-locked devices.
- ●We reserve the right to suspend service in cases of suspected abuse or violation of our terms.
Complaints Policy
We take all complaints seriously and aim to resolve them fairly and promptly.
| Stage | Action | Timeframe |
|---|---|---|
| 1. Submit complaint | Email [email protected] with details | Any time |
| 2. Acknowledgement | We confirm receipt | Within 2 business days |
| 3. Investigation | We review the complaint | Up to 10 business days |
| 4. Resolution | We provide our decision | Within 14 calendar days |
| 5. Escalation | Contact Citizens Advice if unsatisfied | After stage 4 |
Changes to Policies
HolFly Info reserves the right to update these policies at any time. Changes will be published on this page with an updated date. Continued use of our services after a policy change constitutes acceptance of the updated policy.
If you have questions about our policies, please contact us at [email protected].