Refund policy

The short version #

Not installed, or never connected: full refund within 30 days. Activated but not working: full refund. Working, but your plans changed: no refund. Plans that start at payment: no refund once the eSIM is issued.

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: full refund 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.

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.

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 and pick the eSIMs. 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. 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 #

Original method: card and wallet payments are refunded to the card or wallet you paid with; orders paid with your Simvito balance are refunded to that balance.

Timing: 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.

Currency: refunds 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.