Contact us
A real inbox, read by people in Dublin, answering for the plans they sold.
Support
| support@fadoesim.com | |
| Postal address | Dublin, Ireland |
| Legal entity | Fadó |
| Company number | TODO_COMPANY_NUMBER |
| VAT number | TODO_VAT_NUMBER |
We aim to reply within one working day. If your message is about an order, put the order reference in the subject line; it is in your order email and on your order page, and it is the first thing we need to find your order.
What to tell us
- Your order reference.
- What you were trying to do, and what happened instead.
- Your phone model and its operating system, if it is about installing.
- Whether you are travelling, and to where, if it is about coverage.
If you are asking for a refund, the refund policy explains what to write and what happens next. You do not need to argue your case: an unused plan inside the refund window is refunded.
If you are not happy with our answer
Reply to the same email and say you are not satisfied, and we will take it further. If we still cannot sort it out, you have other options:
- A dispute about your order can be taken to the Irish courts, including through Ireland's small claims procedure, which is designed for claims of this size.
- If you live in another EU or EEA country, you can take proceedings in the courts of the country you live in, and your country's European Consumer Centre can help you. Under the EU's rules on jurisdiction in consumer contracts (Regulation (EU) No 1215/2012) you cannot be required to sue us in Ireland. You never have to go to a court in Hong Kong.
- A data-protection complaint can go to the Data Protection Commission, the Irish data protection authority, at https://www.dataprotection.ie. Complaints are made in writing through the Commission's online form at https://forms.dataprotection.ie/contact.
Asking us for a refund is always the faster route, and we will not make you go through anybody else to get one. We do not use a third-party claims company, and we will not ask you to pay anyone to claim what you are owed. Our complaints process does not limit any of your legal rights.
Privacy
Questions about your data go to privacy@fadoesim.com, or to support@fadoesim.com if that is easier. The privacy notice sets out what we hold, who processes it, and how to exercise your rights.