Refund Policy

1. Start with the 60-second check

If the issue looks like a device or settings problem, Kiki first asks you to confirm:

• the Kiki eSIM is selected as the mobile-data line;
• data roaming is on for that line;
• airplane mode is off, or has been toggled once; and
• a VPN or firewall is temporarily off.

Most settings issues resolve in minutes. If you still need a refund after completing the checks, you can request review without an argument about the troubleshooting outcome.

2. Goodwill refund allowance

• Tier 1 standard: 1 no-questions-asked refund per cycle.
• Tier 2 verified crew: 2 no-questions-asked refunds per cycle.
• Tier 3 roster subscriber: 3 no-questions-asked refunds per cycle.

Each cycle is 12 months from your signup anniversary. One refund means one country/regional pack or, at most, one roster-bundle month—not any number of purchases or an unlimited amount. The app shows the allowance remaining for the current cycle.

Repeat patterns indicating abuse can override automatic goodwill even within the allowance. A genuine problem caused by Kiki is not limited by the goodwill quota.

3. Before activation

Cancel before the plan activates and it qualifies for a full refund. This is the supplier's true pre-activation refund window. A failed install also qualifies for a full refund: if the package never activated it follows this route; if it activated before an app-side install failure, Kiki treats the genuine app failure as Kiki's responsibility.

4. After activation

Once a plan is active, the connectivity supplier does not reverse the package cost. Kiki still covers genuine problems:

• Kiki error: a verified wrong package, duplicate issue or app-caused install failure qualifies for a full refund or credit and is not quota-capped.
• Verified network/supplier failure: you may choose a full refund or credit; the case is logged for supplier follow-up.
• Device/settings issue: Kiki guides you through troubleshooting first. An unresolved claim may use the goodwill allowance, including the approved under-24-hour/under-50-MB protection where evidence supports it.
• Airline schedule change: the normal outcome is credit toward a later trip because the package can remain valid; cash review follows the under-24-hour/no-usage protection or another applicable genuine-fault rule.

Unused data in an activated pool normally becomes pro-rata store credit rather than cash. Subscription downgrade treatment is a pro-rata credit, subject to the subscription terms shown in the app.

5. Beyond the allowance

When the goodwill allowance is used, Kiki reviews the evidence: order/activation state, data usage, install confirmation, roster context and support history. Kiki-caused errors remain covered. Verified supplier faults remain eligible for refund or credit. User/settings or schedule-change cases may be offered credit or manual review.

6. Request status

A submitted request is requested / pending review; it is not confirmation that money or credit has been issued. The current app build stores the request locally and consumes one displayed allowance. The authenticated backend request/review flow is prepared separately but is not yet connected to the app, so this build does not issue a refund.

7. Contact

Reach customer support at .