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Refund Policy
SIMPLECONNECT
Refund Policy
Clear, simple and fair guidelines for refunds, cancellations and eSIM-related issues.
Our Refund Approach
We review refund requests based on the order status, eSIM activation status, usage and the specific issue reported. Please contact us as soon as possible if you experience a problem with your purchase.
REFUND ELIGIBILITY
When can you request a refund?
ELIGIBLE
01
eSIM Not Delivered
If your payment was completed but your eSIM was not delivered due to a technical or delivery issue, please contact support for assistance.
ELIGIBLE
02
eSIM Cannot Be Activated
If the eSIM cannot be activated because of a confirmed technical issue attributable to the service, we may offer a refund after troubleshooting and verification.
ELIGIBLE
03
Service Not Available
If the purchased service is confirmed to be unavailable in the supported destination due to an issue on our side, the order may qualify for a refund.
REVIEW
04
Duplicate Purchase
Accidental duplicate purchases may be reviewed if the additional eSIM has not been installed, activated or used.
NON-REFUNDABLE CASES
When a refund normally does not apply
01
eSIM Already Used
Refunds are generally unavailable after the eSIM has been activated and used.
02
Incompatible Device
Customers are responsible for checking device compatibility before purchase.
03
Incorrect Installation
Refunds may not apply when problems result from incorrect installation or device settings.
04
Expired Plan
Unused data remaining after the plan validity period has expired is not refundable.
05
Unsupported Device or Region
Refunds may not apply when the device, regional model or network configuration is unsupported.
06
Customer-Caused Issues
Issues caused by device damage, network restrictions, misuse or incorrect information may not qualify.
REFUND PROCESS
How to request a refund
01
Contact Support
Go to our Contact page and submit your refund request.
02
Provide Order Details
Include your order number, purchase email, eSIM information and a short description of the issue.
03
Verification
Our team may check the order, activation status, usage and technical details to determine eligibility.
04
Refund Decision
If approved, we will confirm the refund and process it through the original payment method where possible.
05
Refund Processing
After approval, the payment provider may require additional processing time before the refunded amount appears in your account.
Refund Processing Time
Approved refunds are normally submitted promptly. The time required for the funds to appear may depend on the original payment method and payment provider.
Important
Please do not delete or reset the eSIM before contacting support when troubleshooting an issue. Additional information may be required to verify the order and determine the appropriate resolution.
Need a refund?
Request Support
Let us review your order.
Contact our support team and provide your order details for assistance.