Refund policy
Refunds depend on whether a plan or device package has been issued, installed, or activated. This page explains the principles HI9 uses when you ask to cancel or change an order.
Last updated: October 19, 2026
1. Scope
This policy covers travel data, eSIM, and portable Wi-Fi plans arranged through HI9. It does not replace the issuer’s own activation rules when those rules are stricter and were disclosed before purchase.
2. Before issue or activation
If a plan has not been issued, installed, or assigned to a device, we will usually cancel on request and refund eligible charges, minus any non-recoverable third-party fees that were disclosed in advance.
3. After issue or install
Digital plans and device-bound packages often cannot be returned once the profile is delivered or the hotspot is provisioned. If the product cannot be used because of a documented HI9 or issuer error, contact us promptly with the device model, destination, and evidence of the failure.
4. Change of dates or destination
Unused validity does not always transfer. Ask before you install if dates change. A new destination may require a different plan rather than a modification of the original one.
5. How to request a refund
Use the contact page. Include order or inquiry reference, product type, destination, and whether the eSIM or hotspot plan was installed or used. We may need the issuer’s ticket number if they already reviewed the case.
6. Timing
Approved refunds follow the original payment method where possible. Bank and card timing is outside HI9’s control.
7. Contact
Refund questions go through the same contact path as plan support on hi9.com.