Purchase, Cancellation and Refund Policy

At a glance

• Unused Plan, within 30 days of purchase: refund it in the app and get Avena Credit instantly, or email us for a refund to your card.
• Plan that has started or used data: not refundable, unless the service did not work because of a problem on our side or our Provider’s side.
• Unused purchased Avena Credit: refundable to your original card on request.
• Promotional credit, such as coupons and referral rewards: never refundable.
• No subscriptions: nothing renews and nothing needs cancelling.

1. Purchase

(a) General

• Plans are one-time purchases. The price, data amount, validity and covered destinations are shown before you pay. The amount shown at checkout is what you are charged.
• You authorise us to charge the selected payment method for the purchase, including any taxes we are required to charge.
• We accept cards and, where available, Apple Pay and Google Pay. You can also pay with Avena Credit.
• Avena does not store payment credentials. Card data is processed and stored by Stripe, a licensed payment provider.

(b) Purchases in the Avena app and website

All purchases are made directly with Avena and processed by Stripe. Avena is the seller and handles cancellations and refunds itself.

(c) App stores

Avena does not sell Plans through Apple or Google in-app purchase. Your App Store or Google Play account is never charged for Avena Plans, so refund requests always come to us, not to Apple or Google.

2. Avena Credit

• You can add Avena Credit with a card. Each top-up is between USD 5 and USD 1,000.
• Avena Credit can only be used in the app for Plans and eSIM Services, such as moving your eSIM to a new device or renewing an eSIM profile (currently USD 1 each).
• It has no cash value, cannot be transferred to another account, cannot be withdrawn and does not expire.
• Unused purchased credit can be refunded to the card it was paid with. Email us to request it. Any bonus received with that top-up is removed with the refund.
• Promotional credit (coupons, referral rewards of USD 3 when an invited friend makes a first purchase, and other bonuses) has no cash value and is never refundable. We may remove it if it was obtained through abuse, such as self-referrals or fake accounts.
• Credit is lost when you delete your account. Ask for a refund of purchased credit first.

3. Plan validity

A Plan’s validity starts when it is first used on a supported network in a covered destination, not when you buy it. It ends when the validity period is over or the data is used up, whichever comes first. Plans you buy while another is active are kept and start when they are used.

4. Running out of data

When a Plan’s data is used up, mobile data stops until you buy a new Plan. On daily unlimited Plans, speed is reduced after the daily full-speed quota until the next day. No refunds, credits or price reductions are given because data was used up, except where Applicable Law requires.

5. Price changes

We may change prices at any time. Changes apply only to purchases made after the change and never to Plans you already bought.

6. Failed and reversed payments

If a payment fails, is disputed or is reversed, we may suspend the related Plans or your account until it is resolved, and offset the amount against your Avena Credit, subject to Applicable Law. Payments are not refundable or transferable except as this policy says.

7. Cancellation

• You can cancel an unused Plan (not started, no data used) within 30 days of purchase. Cancelling is the same as the refund in section 8.
• Once a Plan has started, it cannot be cancelled. It stays usable until it ends.
• Deleting the app, removing the eSIM from your phone or deleting your account does not cancel or refund a Plan.

8. Refunds

Unused Plans

Within 30 days of purchase, an unused Plan can be refunded in the app from the order details. The refund is added to your Avena Credit straight away. If you would rather have the money back on your card, email [email protected] within the same 30 days with your order number. Card refunds usually arrive within 5 to 10 business days, depending on your bank.

Plans that have started

Plans that have started or used data are not refundable, except when the service did not work because of a problem on our side or our Provider’s side. In that case, contact support with your order number and a description of the problem and we will offer a refund or Avena Credit for the unused part.

Device and setup problems

Please check that your phone supports eSIM and is unlocked before buying (see compatible devices). If you cannot install the eSIM, contact support before the Plan starts: an unused Plan remains refundable under the rules above.

Plans paid with Avena Credit

Refunds for Plans paid with Avena Credit go back to Avena Credit.

Currency

Charges and refunds are made in US dollars. Prices shown in other currencies are for convenience only. Differences caused by your bank’s exchange rates or fees are not refundable. We may correct obvious pricing errors and cancel or refund the affected purchases.

Statutory rights

If you are a consumer in the EU or UK, asking us to deliver a Plan to your eSIM right away is a request for immediate performance. Your right of withdrawal ends once the Plan has started. Before that, the 30-day refund above applies.

9. How this policy relates to the Terms

This policy is part of the Terms of Service and governs payments, Avena Credit, cancellations and refunds. If it conflicts with the Terms on these topics, this policy prevails. Nothing in it limits rights you have under mandatory consumer law.

10. Changes to this policy

We may update this policy to reflect changes to the Services, payment methods, prices or the law. Changes apply from the date published here and do not reduce refund rights you already had for earlier purchases.

11. Contact

Questions about a purchase or refund: [email protected], or use the support options in the app.