Refund Policy

The principle

If you paid for data and could not use it through no fault of your own, you get your money back. We would rather refund someone occasionally than build a business on people who feel cheated.

We refund in full

• The eSIM never installed. You bought a plan and the profile could not be installed on your device, and we could not fix it.
• No usable service. The eSIM installed but never connected in your destination, and you used less than 100 MB.
• Bought and unused. You bought within the last 30 days, the plan was never activated, and no data was used.
• We charged you twice. Obviously, and we will find these ourselves where we can.
• We described it wrong. The coverage, speed or allowance materially differed from what we told you before you bought.

We refund in part

Where service worked for some of your trip and then failed for reasons on our side, we refund pro-rata for the unusable days.

Where you used a meaningful amount of data and then hit a problem, we will usually refund the unused portion. Ask.

We generally cannot refund

• Data you used. Once it is consumed, our supplier has billed us for it.
• Plans that expired unused after activation. Validity periods are shown before purchase and we are billed on the same basis.
• Problems caused by a locked or non-eSIM phone, or by data roaming being switched off. We flag both of these before you buy and again during install.
• A change of travel plans. We will usually offer a credit instead, ask.

How to ask

Email hello@bilbymobile.com with the email address you paid from, roughly when you bought, and what went wrong. You do not need to quote this policy at us.

We aim to respond within 2 business days and to process approved refunds within 5. Refunds go back to your original payment method.

Your rights under Australian Consumer Law

This policy is in addition to your rights under the Australian Consumer Law, not instead of them. Nothing here limits them.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure you are entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss. For a failure that is not major, you are entitled to have it fixed in a reasonable time, and if that does not happen, to a refund. If you are not satisfied with how we handle a complaint, you can contact the ACCC or your state consumer affairs body.