Fulfillment, Cancellation, and Refund Policy

1. Key Terms

• Bundle – an eSIM data plan or a top-up purchased from Helify. Each top-up is a separate Bundle.
• Installed – the eSIM profile has been downloaded and added to a device.
• Activated – the eSIM has connected to a mobile network for the first time.
• Used – any amount of data, however small (including 1 KB), has been recorded on the Bundle by our network provider. This includes background data that your device consumes automatically (for example, app updates or cloud sync). Our network provider's usage records are final for the purposes of this policy.

2. Fulfillment Policy

At Helify, we provide instant delivery of eSIM bundles upon successful payment. Once your payment is completed, the purchased Bundle becomes immediately available in the Helify app.

• Delayed delivery. If activating your eSIM takes longer than usual, within 15 minutes of payment you will either receive your eSIM or your payment will be refunded automatically in full. You don't need to submit a request.
• Failed payments. If a payment fails or is not completed, you are not charged and no eSIM is issued.
• One-time installation. An eSIM can be installed only once. If you remove it from your device, it can't be reinstalled, so please don't delete it until your Bundle has ended.
• Before you buy. You are responsible for making sure that your device supports eSIM and is carrier-unlocked, and that you have chosen the right destination and plan. You can check compatibility in the app or on our compatibility page.

If you do not receive your eSIM, please contact our support team via the in-app chat or by emailing [email protected]. Our support team is available 24/7 to help resolve any issues.

3. Cancellation Policy

A purchase can be canceled only when it qualifies for a refund under Section 4. When a purchase is canceled, the eSIM is permanently deactivated and the amount paid is refunded as described in Section 4.

A Bundle that has been Used can't be canceled.

To request a cancellation, please contact us through the in-app chat or by email at [email protected] (see Section 4.7).

4. Refund Policy

4.1 When we refund

We refund a Bundle only in the following cases:

1. Provider-side technical issue. A technical issue on our network provider's side prevents the eSIM from activating or connecting, the Bundle has not been Used, and the issue is not resolved within 72 hours after you reported it to us and completed the troubleshooting steps our support team gave you. If we identify an issue that affects several customers, we will notify them via an in-app alert.
2. Purchased by mistake. You bought the wrong destination, plan or duration, or the same plan twice, and the Bundle has not been Activated and has not been Used.
3. Duplicate charge. You were charged more than once for the same order because of a technical error. We refund the extra charge.
4. Failed delivery. The eSIM could not be delivered after payment (see Section 2). This refund is automatic.

Refund requests must be submitted within 30 days of the purchase date. Automatic refunds (case 4) don't require a request.

4.2 The usage rule

Once any data has been used on a Bundle – even 1 KB – the Bundle is considered Used and can't be canceled or refunded, in full or in part, for any reason, including the cases listed in Section 4.1.

If a provider-side technical issue appears after a Bundle has been Used, we will work with you and our network provider to fix it. Where it can't be fixed, we may, at our sole discretion, offer a replacement Bundle or a credit to your bonus balance. This is a goodwill gesture, not a refund, and it doesn't create an obligation in future cases.

4.3 What we don't refund

In addition to Used Bundles, we don't refund:

• a device that doesn't support eSIM or is locked to a carrier, or any other issue with your device;
• issues caused by device settings, such as data roaming being turned off, the Helify eSIM not being selected for mobile data, or incorrect network or APN settings;
• an eSIM that was deleted or removed from the device, installed on the wrong device, or lost because the device was reset, lost, damaged or replaced;
• weak signal, slower speeds or lack of coverage in specific places (for example indoors, in remote areas, at sea or in the air) where our partner network has limited coverage;
• reduced speed after the daily high-speed allowance is used on "Unlimited with daily high-speed" plans, as described in the plan details;
• unused data or days left when a Bundle expires, or a Bundle that has already expired;
• UAE Bundles purchased while you are already in the UAE (UAE eSIMs can only be purchased from outside the country, as stated at checkout);
• requests submitted more than 30 days after the purchase date;
• price differences if a price drops or a promotion starts after your purchase.

4.4 Top-ups

Each top-up is a separate Bundle and is assessed on its own usage. A top-up that is waiting in the queue and hasn't started yet can be refunded under Section 4.1 if it hasn't been Used. Top-ups included in a plan are part of that plan: they can't be refunded separately, and once the plan has been Used, its included top-ups can't be refunded either.

4.5 Promo codes, bonus balance and miles

• We refund only the amount you actually paid with your payment method.
• Any part of the price paid with bonus balance (miles) is returned to your bonus balance, not paid out in cash.
• Promo code discounts are not paid out, and a promo code used on a refunded order is not restored.
• Miles earned on a refunded purchase, and any referral reward credited to another account because of it, are canceled. If they have already been spent, we may deduct them from the current or future bonus balance.
• Bonus balance and miles have no cash value. They can only be used for Helify purchases and can't be withdrawn or refunded to a payment method.

4.6 Purchases for family members or other people

Only the account holder who paid for a Bundle can request a refund, and the refund is returned to that account holder's original payment method. Data Used by the person the eSIM was bought for counts as usage of the Bundle.

4.7 How to request a refund

Contact our 24/7 support team via the in-app chat or at [email protected] and include:

• the email address of your Helify account;
• the order number or the eSIM's ICCID;
• the reason for your request and, for technical issues, screenshots of the error and of your device's mobile network settings.

We review requests within 3 business days and may ask you for more information or to complete troubleshooting steps. We check the Bundle's usage with our network provider before approving any refund.

4.8 How refunds are paid

Approved refunds are returned to the original payment method used for the purchase (card, Apple Pay or Google Pay), in the same currency and for the same amount you were charged. We can't refund to a different card, account or person, or in cash. Depending on your bank, the refund appears within 2 to 10 business days. We are not responsible for exchange-rate differences or fees charged by your bank. Once a refund is issued, the eSIM is permanently deactivated.

5. Chargebacks and Misuse

Please contact us before disputing a charge with your bank – our support team can usually resolve the issue faster. If a chargeback is filed for a Bundle that has been Used or isn't eligible for a refund under this policy, we will provide the purchase and usage records to the bank, and we may deactivate the eSIM and suspend the account while the dispute is open.

We may refuse a refund and suspend an account in cases of fraud, misuse of promo codes or referrals, or repeated refund requests that indicate misuse of this policy.

6. Account Deletion

Please submit any refund request before deleting your Helify account. When an account is deleted, its bonus balance, miles and membership tier are permanently lost and are not refunded.

7. Pricing & Policy Updates

All prices are clearly stated in the Helify app and on our website at the time of purchase, in the currency you selected. Once a payment has been completed, no price adjustments can be made to that purchase, and promo codes can't be applied after payment.

Helify reserves the right to update this policy at any time; any changes will be published on our website and in the app with a new "Last updated" date. The version in effect on the date of your purchase applies to that purchase.

8. Your Legal Rights

Nothing in this policy limits any rights you have under mandatory consumer protection laws that apply to you. This policy is governed by the law set out in our Terms and Conditions. If this policy is translated into another language and the versions differ, the English version prevails.

9. Contact Us

For any questions or concerns, please reach out to our 24/7 support team via the in-app chat or by email at [email protected].

Vision N LLC, Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E.