REFUND POLICY.

An eSIM is delivered the moment you pay, and once installed it cannot be returned in any meaningful sense — the plan is bought from the network on your behalf. So the honest rule is simple: if we could not deliver, or you could not use it, you get your money back.

Always refunded, in full

• We failed to issue your eSIM. If payment cleared and no working profile reached you, that is our problem, not yours. We can see this in our own records and we do not need you to prove it.
• You were charged twice for the same order.
• Your device turned out to be incompatible, provided the eSIM has not been installed.

In the first case we will normally offer to reissue first, because that is usually what you actually want. If you would rather have the money, say so and you get it.

Refunded if the eSIM has not been installed

Changed your mind, bought the wrong country, or bought the wrong number of days? Ask within 14 days of purchase and we will refund you in full, so long as the eSIM has not been installed on a device.

Installation is the line, not activation. Once a profile has been installed we cannot return it to the supplier, and the cost has already left us.

Not refunded

• An installed eSIM, whether or not you used the data.
• A plan that has expired because you did not get around to using it. Validity begins on first connection, so an unused plan does not quietly run down — but once its window has passed it is spent.
• Coverage or speed being worse than you hoped in a particular place. We resell other operators' networks and cannot control them. If you believe a plan is broken rather than merely disappointing, tell us and we will look at it properly.
• Data used up before the end of the period.

Partial refunds

We do not do them. A plan is refunded in full or not at all — we would rather give the whole amount back in a borderline case than argue about a fraction of it.

How to ask

Email support@usekili.com with your order reference — it starts with KILI- and is on your confirmation page and in My eSIMs. Tell us what happened. We aim to answer within one working day.

How you get the money

Refunds go back to the card or account you paid from. We cannot send a refund somewhere else. Once we issue it, how long it takes to appear is up to your bank or provider — typically a few working days, sometimes longer for international cards.

When a refund is issued, any eSIM on that order is cancelled and will stop working. If it was still working when you asked, say so, and we will make sure you are not left mid-trip without a connection.

Your legal rights

This policy sits alongside your rights under Ethiopian consumer law; it does not replace them. Where the law gives you more than this page does, the law wins.