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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 offer refunds only in cases where the eSIM fails to activate due to a verified technical issue on our side. 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.).
Refunding Started Bundles
If the bundle has already been started and you would still like to request a refund, you may still submit a request at AloOui Support. Our customer service team will review each case individually to determine if a refund is applicable.
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.