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Complaint & Refund Policy
Complaint Policy
At AloOui, we are committed to delivering high-quality mobile data services for global travelers. While certain service components are powered by external providers, we take full responsibility for your overall experience and are dedicated to resolving any issues promptly and fairly.
If you experience any problems with our service, please contact our Customer Support team through one of the following methods:
Live Chat: Look for the chat bubble at the bottom right corner of our website at alooui.comNote: As a fully digital company, we do not process complaints via postal mail. Please use our online support form or live chat for the fastest assistance.
Our Complaints Resolution Process:
1. Acknowledgement
We’ll confirm receipt of your complaint within 2 business days and inform you of the next steps.
2. Resolution
We aim to resolve all complaints within 10 business days. If additional time is needed, we’ll keep you informed throughout the process.
3. Escalation
If you're not satisfied with the resolution or your issue is urgent, you can escalate it by selecting a higher urgency level when submitting your request here. Our team prioritizes escalated cases accordingly.
Refund Policy
We’re here to ensure your experience with AloOui eSIM meets and exceeds expectations. If your issue hasn’t been resolved to your satisfaction, please reach out again. We’re committed to making things right.
At AloOui, your satisfaction is our priority!
We provide refunds only when the eSIM cannot be activated due to a verified technical issue on our side. All approved refunds will be issued in the form of store credit that you can use for any future AloOui purchase.
If the eSIM cannot be used due to an incompatible or locked device, refunds to the original payment method are not available.
In this case, and only if requested within 30 days of purchase, we will issue the full amount as store credit to your account. Store credit does not expire and can be used for any future plan once a compatible device is available.
Please keep in mind: Please note:
- No refunds are available for incorrect purchases or change-of-mind.
- No refunds once data is partially or fully used.
- For refund eligibility, you must contact us within 3 days of purchase and provide proof (screenshots, error messages, etc.). Our team will review the details carefully and determine whether store credit can be provided.
How to Request a Refund
Submit a refund request at AloOui Support with your order number.
Need help? Check our step-by-step guide: Request a Refund – AloOui Support
We aim to resolve refund requests within 3–5 business days.