Cancellation policy
Requesting cancellation before and after issuance, without confusing technical status with legal rights.
Request cancellation by email
Send your cancellation request to support@vaylio.io, the support address for CONSULT FUSION LTD, which operates Vaylio. Clearly state that you wish to cancel and include the order reference and associated email if available to help identify it. There is no need to post a request, visit the registered office, use particular wording or give a reason where the legal right requires none. You can follow up through your account support ticket. These instructions do not restrict legally valid notices or cancellation deadlines, and operational review does not delay the legal effect of a valid notice. Receiving a request does not establish that issuance already in progress has technically stopped.
Before payment and issuance
Where a local cancellation button is available for an unpaid test order whose issuance has not started, it stops that order according to its status. Closing checkout or quote expiry is not confirmed cancellation. If the button is unavailable, payment was made, or payment/issuance is unclear, contact support instead of placing another order. A technical button restriction does not remove a statutory right.
After issuance, before installation
We review issuance records, supplier restrictions, whether service can be stopped and payment status. Sending a QR is not itself a waiver; inability to cancel with the supplier does not remove the seller's duty to return money where legally required.
After installation
We review whether service actually started and what valid information/consents were provided when contracting. Installation alone does not automatically remove cancellation rights. Do not delete a profile to demonstrate cancellation; reinstalling may not be possible.
After activation
We examine the activation trigger/time and service supplied. Starting a service does not always mean full performance, and does not automatically remove remedies for faulty or misdescribed service.
After data consumption
We review usage, service already provided and any lawful basis for an amount due. Consumption alone does not mean blanket rejection or an automatic deduction; defect and non-conformity rights remain.
Consumer rights
For contracts covered by UK cancellation rules, a 14-day period normally runs from the day after a service or non-tangible digital-content contract is concluded, subject to statutory conditions, exceptions and any required extension. Early service performance and digital-content supply have different rules; not every eSIM is assumed to be downloadable content. Accepting terms, opening email or scanning a QR is not treated as a separate rights-waiving consent. Any charge for service supplied or loss of cancellation rights requires its legal conditions to be met; this policy creates no blanket waiver.
Outcome and refunds
We explain whether the order stopped and the remedy/refund due under the refund policy and law. Cancellation/refund actions for previous orders marked as tests do not transfer money or cancel with a live supplier. For statutory cancellation of a service contract under UK rules, repayment due is made without undue delay and no later than 14 days after the day you notify us, through the same method without a refund fee unless you expressly agree otherwise. Promotional credit does not replace it without valid agreement.
Following up and requesting a review
Keep a copy of your cancellation email and its sending date. We follow up through the same email conversation, explaining the order status, decision, reasons and next step. If unresolved or you wish to challenge the decision, email complaints@vaylio.io with the order or earlier correspondence reference. Do not send passwords, card details or eSIM installation credentials.