Company & policies
Plan, purchase and delivery information, your rights and how to contact us, all in one place.
Company information
The business behind Vaylio, contact details and complaints.
Terms and conditions
How the service works and the conditions for choosing and buying a plan.
Delivery and activation
Receiving your eSIM and invoice, and understanding issuance, installation and activation.
Refund policy
How to request cancellation or a refund, with case review and statutory rights preserved.
Privacy policy
Information used to provide and protect the service, and your rights over it.
Cookies and local storage
Device storage for sign-in, security and preferences, and how to control it.
Payment, prices and taxes
Currency, totals, discounts, invoices and available payment methods.
Offers, referrals and rewards
Coupon and referral credit eligibility, limits, and the effects of cancellation and refunds.
eSIM service terms
Compatibility, installation, activation, coverage and use of your selected plan.
Cancellation policy
Requesting cancellation before and after issuance, without confusing technical status with legal rights.
Acceptable use policy
Lawful and secure use of accounts, eSIMs and the platform.
Complaints policy
How to complain, how a case is reviewed and how to escalate an unresolved issue.
Have a question about your order?
Open a ticket from your account and include your order number. Do not share your eSIM installation code or payment details.