Refund Policy

This policy is part of the StayOn Terms of Service. StayOn is a trading name of Emodas LTD (Cyprus, reg. No. HE459036). Contact: hello@getstayon.com.

1. When you can get a full refund

We will refund your order in full if:

• the eSIM has not been installed on any device and the plan has not been activated, and you request the refund within 14 days of purchase; or
• we are unable to deliver your eSIM after payment; or
• the eSIM could not be installed or activated due to a fault on our or our network partner's side that our support could not resolve within a reasonable time.

2. When a refund is not available

• The plan has been activated (first network connection) or any part of the data has been used — the service is considered performed. Exception: confirmed technical fault on our side that prevented use of the service.
• The validity period has expired, in whole or in part.
• Your device is eSIM-incompatible or carrier-locked. Compatibility is stated as the customer's responsibility at checkout; however, if the eSIM was never installed, clause 1 still applies — contact us within 14 days.
• Poor speed or limited coverage in a specific location where the local network otherwise functions, as coverage depends on third-party operators.
• The eSIM profile was deleted from the device after installation (an installed profile cannot be reissued; contact support before deleting anything).

3. Troubleshooting first

Most connectivity issues are resolved by settings (enabling data roaming for the eSIM line, correct APN, restarting the device). Please contact support before requesting a refund — we usually get you online within minutes.

4. How to request a refund

Email hello@getstayon.com from the address used for the order, with the order number and a short description. We respond within 24 hours and, where a refund is due, process it to the original payment method within 5 business days (bank posting times may add a few days).

5. Top-ups

Data top-ups added to an existing eSIM are non-refundable once applied to the line, except in cases of a confirmed technical fault.

Your statutory rights under EU and Cyprus consumer law remain unaffected.