← Back to paxID

Refund Policy

Last updated: 8 June 2026

1. Flights

paxID sells flights as an online travel agency. That means:

• Fare rules apply. Whether a ticket can be changed, cancelled, credited or refunded is determined by the airline's fare conditions and applicable law.
• The US 24-hour airline rule generally does not apply. The US airline 24-hour free-cancellation requirement applies to airlines, not to online travel agencies or other third-party ticket agents. paxID will tell you when a fare or promotion includes a free-cancellation window.
• Legally required refunds are honoured. Where applicable law requires paxID, the airline, or another merchant of record to provide a refund, we will process or assist with the required refund through the appropriate channel.
• Airline cancellations and significant changes. If an airline cancels or significantly changes your flight and you do not accept the alternative offered, you may be entitled to a refund, credit, re-routing or other remedy under airline rules or law. paxID will assist you in pursuing the remedy owed.
• Ancillary services. Bags, seats, priority boarding, meals and other extras follow the airline's rules and applicable law. Some fees may be refundable if the service is not provided; others may be non-refundable once confirmed.
• Service fees. Any paxID service fee disclosed at booking is non-refundable once the booking is made, except where required by law or where paxID states otherwise at checkout.

2. eSIM wallet and connectivity

• Wallet value does not expire. Your paxID wallet balance is virtual account credit with paxID. It remains available for future supported eSIM usage unless refunded, closed, suspended for misuse, or otherwise handled as required by law.
• Coverage can change. Supported countries, networks, price tiers, provider availability and fair-use terms may change. We will aim to give reasonable advance notice of material coverage changes where practical.
• Technical faults. If the eSIM or connectivity service we provide has a genuine technical fault we cannot resolve, we may refund affected wallet value, top-ups, or charges for unusable service.
• No refund for ordinary non-use. Because wallet value does not expire, unused wallet balance is not refunded merely because you did not travel, did not install the eSIM, changed destination, or used a different provider.
• Service unavailable. If paxID cannot provide eSIM service or a commercially reasonable substitute for paid wallet value, we may refund the affected wallet value or provide another remedy required by law.

3. Payments, declines and authorisations

Some payments may create temporary card authorisations before a supplier confirms a booking or product. If a transaction fails or is not completed, the authorisation may be released by your bank or card issuer rather than refunded by paxID. Release timing depends on your payment provider.

4. How to request a refund

Email privacy@paxid.com or use in-app support with your booking, order or wallet reference and a description of the issue. For eSIM faults, include your device model, location, approximate time, screenshots if useful, and what you tried. For flights, include the airline notice or reason for cancellation/change where available.

5. Processing

Approved refunds are returned to the original payment method where possible. Timing depends on the airline, supplier, payment processor, bank or card network. If the original payment method cannot receive a refund, we may offer another lawful refund method.

6. Chargebacks and disputes

If you dispute a payment with your bank, we may pause support or refund handling while the card-network process runs. Please contact us first where practical so we can investigate and resolve the issue faster.

7. Your statutory rights

Nothing in this policy affects mandatory consumer-protection, aviation, payment, telecoms or other statutory rights you may have under applicable law.