Refund policy

The short version: if you haven't installed your eSIM, you get a full refund. If you installed it and it doesn't work in Italy, we'll help you fix it, and refund you if we can't.

Full refund before installation

If you haven't scanned the QR code or installed the eSIM on any device, email us within 30 days of purchase and we'll refund you in full. No reason needed.

If it doesn't work in Italy

If you installed the eSIM and can't get a data connection in Italy, email us. Most issues are settings, such as data roaming being off for the Ciao Ciao Data line, and we can usually fix them quickly. If we can't resolve a problem on our side or our network partner's side, we'll refund you in full.

When we can't refund

• The eSIM was installed and worked, and some or all of the data was used.
• The plan has expired.
• The phone wasn't eSIM-compatible or was carrier-locked, and the eSIM was installed anyway.
• The eSIM was deleted from the phone after installation. Each QR code can be installed only once.

How to ask for a refund

Email support@ciaociaodata.com from the address you used to buy, or include it in your message. Refunds go back to your original payment method. Your bank usually shows them within 5–10 business days.