Refund Policy

This Refund Policy applies to purchases of eSIM plans and related digital connectivity services made through Skylano. Skylano is operated by HONG KONG YUANHUA NETWORK TECHNOLOGY CO., LIMITED.

By placing an order with Skylano, you agree to this Refund Policy.

1. Our Refund Principle

Skylano sells digital eSIM products that are delivered electronically. Because an eSIM can become usable shortly after delivery, refund eligibility depends mainly on whether the eSIM has been activated or used.

In general:

• unactivated eSIMs may be eligible for a refund;
• activated eSIMs are not refundable, except where required by law or where Skylano confirms a qualifying technical or service failure;
• each eSIM or plan in a multi-item order is reviewed separately.

2. Installation Is Not the Same as Activation

For refund purposes, "installation" and "activation" have different meanings.

Installation means that you have scanned the QR code, entered the manual activation details, or added the eSIM profile to your device. Installation alone does not necessarily mean the eSIM has been activated.

Activation means that the eSIM has connected to a supported mobile network at the destination and mobile data service has become available, or that the plan status, supplier record, carrier record, or usage record shows that the plan has started.

If you have only installed the eSIM on your device but have not connected to the supported destination network and the plan has not started, the eSIM will be treated as unactivated for refund review purposes.

3. Refund Eligibility for Unactivated eSIMs

You may request a refund for an eSIM if all of the following conditions are met:

• the refund request is submitted within 90 days from the purchase date;
• the eSIM has not been activated;
• the eSIM has not been used to access mobile data;
• the plan validity period has not started according to Skylano, supplier, carrier, or usage records;
• the order is not connected with fraud, abuse, chargeback misuse, unauthorized resale, promotional abuse, or other improper activity;
• you provide the information reasonably requested by Skylano to verify the refund request.

Eligible situations may include:

• your travel plans changed before activation;
• you purchased the wrong destination, data amount, duration, or plan type and the eSIM remains unactivated;
• your device is not eSIM-compatible or is carrier-locked, provided that the eSIM has not been activated;
• you installed the eSIM before travel but did not activate it at the destination;
• you placed a duplicate order by mistake;
• the eSIM was not delivered due to a Skylano-side or provider-side issue.

4. Activated eSIMs

Activated eSIMs are generally not refundable.

An eSIM will be treated as activated if any reliable record shows that the plan has started, connected to a supported network, generated data usage, or made mobile data service available.

Refunds will not usually be provided where:

• the eSIM has been activated;
• the eSIM has consumed any data;
• the validity period has started;
• the eSIM expired after activation or after the validity period started;
• you deleted the eSIM after activation, reset your device, changed devices, disabled required settings, or otherwise made the activated eSIM unusable;
• the issue was caused by device incompatibility, carrier lock, incorrect device settings, lack of roaming settings, weak signal, local coverage limitations, network congestion, building or underground coverage limitations, government restrictions, third-party app restrictions, or other factors outside Skylano's reasonable control;
• you did not contact Skylano support in a reasonable time while the issue could still be investigated;
• you refused to provide reasonable troubleshooting information.

5. Technical or Service Issues

If an activated eSIM does not work because of a verified Skylano-side, supplier-side, carrier-side, or destination network issue, Skylano may provide one or more of the following remedies after review:

• troubleshooting support;
• replacement eSIM;
• alternative plan;
• service credit;
• Lanocoin credit;
• partial refund;
• full refund where no reasonable alternative remedy is available.

The remedy depends on the evidence available, usage records, device settings, network records, destination coverage, supplier confirmation, and the nature of the issue.

To preserve refund eligibility for a technical issue, you should contact Skylano support as soon as the issue occurs and before the trip or plan validity period has ended whenever possible.

6. Daily Plans and Total Data Plans

Skylano may offer different plan types, including total data plans and daily data plans.

For a total data plan, refund review considers whether the plan has activated, whether the validity period has started, and whether any data has been used.

For a daily data plan, a day may be treated as used once the plan is activated and the relevant daily usage period begins. Used days and consumed data are generally not refundable.

7. Multi-Item Orders

If an order contains multiple eSIMs, destinations, plans, or quantities, refund eligibility is reviewed item by item.

Activated items are not refundable unless a qualifying exception applies. Unactivated items may be eligible for refund if they meet the conditions in this Policy.

If only part of an order is eligible, Skylano may issue a partial refund or equivalent account credit for the eligible portion only.

8. Promotions, Coupons, Free eSIMs, Referrals, and Lanocoin

If a refunded order involved a coupon, discount, free eSIM campaign, referral reward, Lanocoin, bonus data, promotional credit, or other benefit, Skylano may cancel, reverse, deduct, or adjust the related benefit.

If Lanocoin was earned from a refunded purchase, the related Lanocoin may be removed from your account. If Lanocoin was used to pay for an order, the approved refund may be returned in Lanocoin, the original payment method, or a combination of both, depending on how the order was paid and what is technically available.

Promotional benefits are not exchangeable for cash unless Skylano expressly states otherwise or applicable law requires otherwise.

9. How to Request a Refund

To request a refund, contact Skylano support at support@skylano.com.

Please include, where applicable:

• account email address;
• order ID or transaction reference;
• purchase date;
• destination and plan purchased;
• device model and operating system version;
• whether the eSIM has been installed;
• whether the eSIM has connected to a destination network;
• screenshots of the eSIM status, network settings, error messages, or order page;
• a clear description of the issue;
• troubleshooting steps already attempted.

Skylano may request additional information if reasonably necessary to verify the request.

10. Review and Processing Time

Skylano reviews refund requests on a case-by-case basis. We aim to provide an initial response within 3 business days after receiving the required information.

If a refund is approved, Skylano will usually process it within 5 to 10 business days. The time required for the funds to appear in your account depends on your bank, card issuer, payment provider, or payment method.

11. Refund Method

Approved refunds are generally issued to the original payment method where technically available.

If refunding to the original payment method is not available, Skylano may provide an alternative remedy, such as Lanocoin credit, account credit, replacement service, or another reasonable solution.

Bank fees, card issuer fees, foreign exchange differences, payment provider fees, and other third-party charges may be outside Skylano's control.

12. Chargebacks and Payment Disputes

If you experience an issue, please contact Skylano support before initiating a chargeback or payment dispute.

If a chargeback or payment dispute is opened without giving Skylano a reasonable opportunity to review the issue, Skylano may suspend the relevant account, restrict future purchases, challenge the dispute, or take other actions permitted by law.

13. Abuse Prevention

Skylano may refuse any refund request that we reasonably believe is fraudulent, abusive, repetitive, manipulative, inconsistent with normal personal travel use, connected with unauthorized resale, or intended to obtain free service.

14. Statutory Rights

Nothing in this Refund Policy excludes, restricts, or limits any mandatory consumer rights that cannot be excluded under applicable law. Where applicable law gives you more favorable rights, those rights will apply.

15. Language

This Refund Policy may be made available in different languages. If there is any inconsistency between the English version and any translated version, the English version will prevail to the extent permitted by applicable law.

16. Updates to This Policy

Skylano may update this Refund Policy from time to time. The updated version becomes effective when posted on the Skylano website or on the stated effective date.

17. Contact Us

Operator: HONG KONG YUANHUA NETWORK TECHNOLOGY CO., LIMITED

Website: https://www.skylano.com

Support: support@skylano.com