Refund Policy | SimbaSIM

The honest summary: if it never worked, you get everything back. If it worked and you used it, you do not.

At a glance

Situation	What you get
The eSIM will not install on your device	Full refund, no questions
It installed but never connected to a network	Full refund
You bought the wrong destination and have not connected	Full refund, or we swap it
A fault on our side or the network’s meant it did not work	Full refund once we have confirmed it
Connected and used some data, plan still valid	Pro-rata refund of unused data within 30 days
Plan expired, or you used the data	No refund
You deleted the profile from your phone	No refund — the plan is destroyed with it

1. If it never worked, you get everything back

This is the case we care most about being generous on, because it is the one thing you cannot check before buying. If the QR code will not install, or it installs and never registers on a network at your destination, email us within 30 days and we refund the full amount.

We do not ask you to prove a negative. We can see from our own records whether a profile ever connected, so in most cases the check takes minutes.

2. If you used some of it

Within 30 days of purchase, and while the plan is still valid, we refund the unused share of the data. A 5 GB plan with 4 GB left is a refund of roughly four fifths, less any amount already consumed.

Once the validity period has ended, the plan is spent whether or not you used the data — the same way a train ticket is spent when the train has gone. That is why we tell you the average trip uses about 5 GB before you choose, rather than after.

3. When we say no

The data was used and the plan has expired.
You deleted the eSIM profile from your device. Each QR code installs once, so deleting it ends the plan permanently. Please do not delete a profile you might still want.
Your phone is locked to a carrier and you knew before buying. If you did not know, we will still refund you — see section 1.
Coverage in a specific building, valley, or basement did not meet your expectations, while the network was otherwise working. We buy access to local operators and cannot warrant their coverage everywhere.
The purchase was fraudulent, or the plan has been resold.

4. How to ask

Email support@simbasim.com with your order reference — it is on the confirmation email and on the install page. Tell us what happened in a sentence. You do not need to argue a case.

We aim to decide within one business day. Approved refunds go back to the original payment method and take 5 to 10 business days to appear, depending on your bank. We refund in the currency you paid; if your bank’s exchange rate has moved, the figure in your own currency may differ slightly, and that difference is not something we control.

5. Your statutory rights

If you are a consumer, this policy sits on top of your legal rights and does not replace them. In some places you have a statutory right to cancel a digital purchase within a cooling-off period; where that applies and you have not yet connected to a network, we will honour it.

Once you have connected and started using data, the service has begun and that cancellation right may no longer apply — but our own unused-data refund in section 2 usually gives you more than the statutory position anyway.

6. Please email before you chargeback

If something has gone wrong, ask us first. A chargeback takes weeks, freezes the order while it runs, and we would almost certainly have refunded you on the same day. We have never made money by fighting a refund and do not intend to start.