Refund policy
We understand that travel plans can change. Our goal is to keep this policy fair for both our customers and our operation, while recognizing that Pocket WiFi bookings involve limited inventory, date reservations, and, in some cases, shipping and return logistics.
1. Pocket WiFi cancellations
Pocket WiFi reservations are tied to specific travel dates, which means the device is removed from availability for other customers during that period. Because of this, cancellation fees may apply depending on timing and operational costs already incurred.
More than 72 hours before the rental start date
Cancellations requested more than 72 hours before the rental start date are generally eligible for a refund, minus any non-refundable payment processing fees and any shipping costs already incurred.
Between 24 and 72 hours before the rental start date
Cancellations requested between 24 and 72 hours before the rental start date are generally eligible for a partial refund of up to 70% of the order value, minus any non-refundable payment processing fees and any shipping costs already incurred.
Less than 24 hours before the rental start date, same-day cancellations, or no-shows
Cancellations requested less than 24 hours before the rental start date, same-day cancellations, or no-shows are generally non-refundable. At that stage, the device has already been reserved exclusively for your booking and may no longer be reallocated.
2. Orders that have already been shipped or dispatched
If the Pocket WiFi device has already been shipped, dispatched, or prepared for delivery, any refund will be reduced by the actual shipping, handling, and return logistics costs involved.
If a return shipment is required, the cost of recovering the device may also be deducted from any refund or credit issued.
3. Airport pickup reservations
For airport pickup reservations, the same cancellation windows apply. If our team has already been scheduled, dispatched, or incurred transportation or coordination costs, those costs may be deducted from any refund issued.
4. eSIM purchases
Because eSIM plans are digital products, they are generally non-refundable once the QR code or activation details have been sent.
If there is a verified technical issue on our side that prevents delivery or activation, we will review the case and may offer a replacement, store credit, or refund where appropriate.
We are not responsible for incompatibility caused by unsupported, locked, or carrier-restricted devices.
5. Changes to bookings
If your travel plans change, we encourage you to contact us as soon as possible. When operationally possible, we may be able to reschedule your booking instead of canceling it.
Rescheduling is subject to availability and may not always be possible, especially during busy travel periods.
6. Store credit
In some cases, we may offer store credit instead of a cash refund. This can be a helpful option when a cancellation happens close to the rental date but we are still able to support a future trip.
7. Refund timing
Approved refunds are processed back to the original payment method whenever possible. Please note that your bank or payment provider may take additional time to reflect the refund in your account.
8. Non-refundable charges
The following may be non-refundable depending on the circumstances:
- Payment processing fees
- Shipping or courier costs already incurred
- Return shipping or recovery costs
- Costs related to missed airport pickup coordination or failed delivery attempts caused by incorrect information provided by the customer
9. Incorrect address or missing travel details
Customers are responsible for providing accurate hotel, Airbnb, flight, and contact information. If delivery cannot be completed or extra coordination is required because of incomplete or incorrect information, additional charges may apply and refunds may be reduced accordingly.
10. Service issues
If you experience a service issue during your rental, please contact us as soon as possible so we can try to resolve it. Refunds or credits related to service issues are reviewed case by case and depend on the nature of the issue, troubleshooting steps taken, and whether the problem was within our control.
11. Contact us
If you need to cancel, reschedule, or request help with an order, please contact us as soon as possible. The earlier we receive your request, the more options we are likely to have to assist you.