Refund Policy

Last Updated: May 15, 2025

1. Introduction

This Refund Policy outlines the terms and conditions for refunds for services provided by London App Studio Ltd, operating under the brand name "Vayo". We are committed to ensuring your satisfaction with our eSIM services.

2. Company Information

Legal Entity: London App Studio Ltd

Brand Name: Vayo

Registered Address: 203, 5300 Lakeside, Cheadle, England, SK8 3GP

3. Eligibility for Refunds

Refunds may be provided in the following circumstances:

3.1. Service Not Activated

If you have purchased an eSIM plan but have not activated it, you are eligible for a full refund within 30 days of purchase.

3.2. Activation Failure

If you are unable to activate your eSIM due to technical issues on our end, you are eligible for a full refund.

3.3. Service Unavailability

If our service is completely unavailable in the region for which you purchased the eSIM, despite being advertised as available, you are eligible for a full refund.

4. Non-Refundable Circumstances

Refunds will not be provided in the following circumstances:

  • After the eSIM has been activated
  • If you experience poor network coverage or service in certain areas within a region
  • If you experience compatibility issues with your device that were not caused by our service
  • If you purchased the wrong plan or for the wrong region
  • If you no longer need the service for any reason after activation

5. Refund Process

To request a refund, please follow these steps:

  1. Contact our customer support team at support@usevayo.com
  2. Provide your order number and the email address used for purchase
  3. Explain the reason for your refund request
  4. Our team will review your request within 3 business days

If your refund request is approved, the amount will be credited back to the original payment method used for the purchase. Refunds typically take 5-10 business days to process, depending on your payment provider.

6. Partial Refunds

In some cases, we may offer partial refunds at our discretion, such as:

  • If there were significant service interruptions during your usage period
  • If there were substantial discrepancies between advertised and actual service performance

Partial refunds will be determined on a case-by-case basis after an assessment by our customer support team.

7. Exceptional Circumstances

We understand that exceptional circumstances may arise. In such cases, please contact our customer support team with details of your situation. We will review these requests on a case-by-case basis.

8. Changes to this Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this policy periodically for changes.

9. Contact Information

If you have any questions about this Refund Policy, please contact us at:

London App Studio Ltd
203, 5300 Lakeside
Cheadle, England, SK8 3GP
Email: support@usevayo.com