Refund policy
How to request cancellation or a refund, with case review and statutory rights preserved.
Scope
CONSULT FUSION LTD, operating Vaylio, reviews refunds against the facts, plan terms and statutory rights. Previous orders marked as tests contain no real payment or connectivity; a simulated refund transfers no money. Submitting a review request does not mean approval or execution. Automated refunds through a live payment gateway are not currently available.
Making a request
Use the refund-review action for an eligible order in your account, or email support@vaylio.io, including if you cannot sign in. We may request the order reference, account email, device model, redacted screenshots, error messages, eSIM status and reasonable troubleshooting. Do not send passwords, complete card details or QR credentials. No particular form is required where the law permits a clear statement.
Before and after issuance
Requests are reviewed against payment, issuance, installation, activation and usage status, and the information supplied before purchase. Eligibility for review does not mean that supplier cancellation or a payment refund has occurred. Your rights do not automatically end when an email is sent, a QR is displayed or instructions are downloaded.
eSIM not delivered
We check payment, issuance and delivery. Where we or the supplier failed to deliver, we consider supplying the service or refunding the amount due under applicable law; buying again is not a required fix.
Installation failure attributable to us or the supplier
We investigate the technical fault and device details, try reasonable troubleshooting and identify the remedy due. Unsuitable troubleshooting is not a condition for rights relating to faulty service.
Incompatible or locked device
We review compatibility disclosures, information supplied to you, service status and cancellation rights. A selection error is neither automatic rejection nor an unconditional refund promise.
Wrong destination or plan
Contact us before installation or activation where possible. We review correction or cancellation options without changing your plan or price without agreement. Transfer to another country is not guaranteed.
Already installed
Installation alone does not remove refund rights. We check usability, faults and any relevant contractual acknowledgement.
Already activated
We review when and why activation occurred, plan conditions and the problem. Activation is not automatic rejection or proof that all service was supplied.
Data already consumed
We examine usage amount, timing and service quality. Any amount for service supplied depends on the law and valid terms; usage alone does not trigger an automatic percentage deduction.
Duplicate purchase
Provide both order references. We distinguish intended separate purchases from unintended duplication and check each eSIM's status and available remedy.
Coverage complaint
Provide location, time, device, network and settings. We compare these with disclosed coverage and investigate outages or non-conformity. Variable signal is not a reason to disregard a genuine fault.
Duplicate payment
We distinguish a pending authorisation from two completed charges and verify references with the payment provider before arranging correction. Do not send full card details.
Fraud or unauthorised transaction
Notify support and your payment provider promptly and secure your account. We investigate and cooperate without restricting your bank dispute rights or deadlines.
Rights and remedies
A remedy may involve proper performance, an agreed replacement, price reduction or refund according to the facts and law, not automatic entitlement to every option. Supplier decisions do not replace our responsibility to you. The cancellation policy explains stage-specific rights; this policy does not remove rights relating to faulty or misdescribed service.
Returning money and follow-up
We explain the decision, reason and amount due. Where real payment must be returned, it goes to the original method where required, without substituting promotional credit without your agreement. Statutory deadlines apply; the bank may take further time to show an executed return. For an unresolved case, contact complaints@vaylio.io.