Refund policy

The short version #

An eSIM that was never installed, or never connected, can be refunded within 30 days of purchase. Refunds to your Simvito balance are in full; refunds to your original payment method have the payment fee deducted. If an eSIM doesn't work and our support team can't fix it, you can request a full refund to your original payment method. If an eSIM can't be issued, we refund you in full automatically.

1. eSIMs that have not been activated #

Applies to: an eSIM that was never installed, or was installed but never connected to a network.

Time limit: refundable within 30 days of purchase, no reason needed.

Several eSIMs: in an order with several eSIMs, each is assessed separately and we refund the unused ones.

Exception: if you confirmed at checkout that your phone supports eSIM, an eSIM that can't be installed because the phone doesn't support eSIM is not refunded (see section 3).

2. eSIMs that do not work #

If a plan fails for a technical reason and our support team cannot fix it, you get a full refund whether or not it was activated.

Blocked apps: if the plan’s network blocks an app you need, it counts as a plan that does not work.

Let us troubleshoot first: contact support while you are at your destination if you can, as some faults can only be diagnosed on the local network.

3. What is not refundable #

Plans that were activated and work as described, including when you did not travel, changed destination or used less data than you bought.

Plans that stopped working after activation because the device is carrier-locked, does not support eSIM, or the profile was deleted.

eSIMs that can't be installed because the phone doesn't support eSIM (for example most phones sold in mainland China), when you confirmed at checkout that it does. This applies even if the eSIM was never installed.

Connection problems caused by device settings (such as data roaming switched off or a wrong APN), a VPN or a firewall.

Data or days left over when a plan expires.

Plans whose validity starts at payment (the plan page says so), once the eSIM has been issued.

Plans we ended for breaching the acceptable use rules in our terms.

4. How to ask for a refund #

Online: sign in with the account you bought with, go to Account → Orders, open the order, choose Request a refund, then pick the eSIMs and where the money goes. After 30 days the option no longer appears on the order.

While we review: the eSIMs in the request cannot be installed, and the install deadline keeps running. Before the refund starts, you can withdraw the request from the order. If we do not approve it, you can add details and request again.

By email: write to support@simvito.com with your order number and the problem; screenshots help. Use email for an eSIM that was installed but never connected, one that does not work, a top-up order, or an eSIM that has been topped up.

Reply time: within one business day.

5. How you are refunded #

When you request a refund online, you can choose your Simvito balance or your original payment method.

To your balance: refunded in full. For some plans it arrives as soon as you submit; for others, once our support team confirms. Your balance is kept in USD and, like the rest of your balance, can only pay for Simvito eSIMs and top-ups. It doesn't expire, but it can't be withdrawn or moved back to your original payment method. A refund to your balance may come with extra balance; if so, the request page shows it.

To your original payment method: we deduct the payment fees on that payment that we can't get back, that is, the fee the payment provider charged when you paid plus any fee charged for the refund, based on the payment method. The request page shows the exact amount, and the total is never more than 5% of the refund plus USD 0.60 (or the equivalent). If this refund is less than USD 5 (or the equivalent), we don't deduct any fee. We submit the refund within one business day of approval; it usually arrives in 5 to 10 business days, depending on your bank or wallet.

No fee: if a plan doesn't work for a technical reason our support team can't fix, if our support team confirms the eSIM can't be installed because of the plan or network, if the eSIM can't be issued, or if we cancel the order, you get a full refund to your original payment method.

Orders paid with your Simvito balance are refunded to that balance.

Currency: refunds to your original payment method are made in the currency you were charged. If your card or wallet uses another currency, your bank or wallet provider sets the exchange rate.

After a refund: the plan is no longer yours. Do not install the QR code from your email; usage on a refunded plan breaches the acceptable use rules.

6. Chargebacks #

If you do not recognise a charge, contact support@simvito.com before disputing it with your bank or PayPal.

7. Your statutory rights #

This policy does not reduce your rights under applicable consumer law. If applicable law requires a refund to your original payment method without any deduction, contact support and we will refund it that way.