Refund Policy — Lakay Connect

We want you to travel with confidence. Because eSIM plans are digital products delivered electronically, our refund policy reflects both fairness to our customers and the realities of how eSIMs work.

1. Before Delivery

If you cancel your order before your eSIM has been delivered, you are eligible for a full refund. Please contact us as soon as possible at Info@lakayinnovations.com, and we will process your cancellation and refund promptly.

2. After Delivery, Before Activation

If your eSIM has been delivered but not yet activated/installed, and you no longer need it (e.g., travel plans changed), contact us within 24 hours of delivery, and we will review your request. Refunds at this stage are handled on a case-by-case basis, since eSIM codes are single-use and may already be reserved on our end.

3. After Activation

Once an eSIM has been activated or connected to a network, it is considered used and is non-refundable. This is standard practice across the eSIM industry, as activated data plans cannot be “returned” the way a physical product can.

4. Technical Issues & Our Guarantee

If you experience a genuine technical issue that prevents your eSIM from working as described — for example, it fails to install correctly, or does not provide coverage in the destination as advertised — contact us immediately at Info@lakayinnovations.com. We will work with you to troubleshoot the issue, and if we’re unable to resolve it, we will offer a replacement eSIM or a refund at our discretion.

We are not able to offer refunds for:

• Devices that are not eSIM-compatible or are carrier-locked (please confirm compatibility before purchasing)
• Data usage that runs out faster than expected due to normal usage
• Coverage or speed issues caused by local network conditions outside our control
• Buyer’s remorse after activation

5. Wrong Plan Purchased

If you accidentally purchased the wrong plan (wrong destination or data amount), contact us as soon as possible. If your eSIM has not yet been delivered, we can correct the order at no extra charge. If it has already been delivered but not activated, we will do our best to accommodate a change, though this may be subject to the third-party Provider’s own policies.

6. How to Request a Refund

Email us at Info@lakayinnovations.com with your order confirmation and a brief description of the issue. We aim to respond within 24 hours.

7. Refund Processing

Approved refunds will be issued to your original payment method within 5–10 business days, depending on your bank or card issuer’s processing times.