Last Updated: April 29, 2026
At Simnity, we strive to ensure our travelers stay connected 24/7. However, we understand that technical issues can arise. Because we sell digital telecommunications products, our refund policy is strictly governed by the conditions below.
1. General Refund Eligibility
Refund requests are evaluated on a case-by-case basis. To be eligible for a refund, you must contact us at contact@simnity.com or via the "Open Ticket" portal in your Simnity Dashboard within 30 days of the original purchase date.
1.1. Full Refunds
A full refund (100%) will be granted if:
The eSIM package was purchased, but never installed or activated on any device, and the request is made within 14 days of purchase.
A technical issue on Simnity’s side (or our partner carrier’s network) prevents the activation of the service, and our support team is unable to resolve the issue within 24 hours of being notified.
1.2. Partial Refunds
A partial refund may be issued if:
The eSIM was activated, but due to a network outage or technical failure, the service was unavailable for a significant portion of the planned duration. The refund amount will be calculated based on the remaining data or days left on the plan.
2. Non-Refundable Scenarios (User Responsibility)
Simnity cannot issue refunds for issues outside of our direct control. You will not be eligible for a refund in the following cases:
Device Compatibility: Your device does not support eSIM technology. (It is the user's responsibility to check our [Compatibility List] before purchase).
Locked Devices: Your device is locked to a specific carrier (SIM-locked).
Data Consumption: You have already used more than 10% of the data bundle or used the voice/SMS credits.
Wrong Destination: You purchased a plan for the wrong country or region.
User Deletion: You accidentally deleted the eSIM from your device settings (eSIMs can generally only be installed once).
Poor Local Coverage: You are in an area with poor signal strength due to local geography, building interference, or carrier "dead zones."
3. Refund Process
To initiate a refund, follow these steps:
Open a Ticket: Go to your Simnity Dashboard > Support > Open Ticket.
Provide Evidence: For technical issues, you must provide screenshots of your device settings (APN settings, Data Roaming toggle, and any error messages).
Review: Our technical team will investigate the network logs for your specific ICCID.
Approval: Once approved, refunds are processed back to the original payment method (Credit Card, UPI, PayPal) or credited to your Simnity Wallet.
4. Processing Times & GST (India)
Approval Time: We typically review all requests within 48 business hours.
Credit Back: Once approved, it may take 5 to 10 business days for the funds to appear in your bank account, depending on Indian banking cycles.
GST: For Indian customers, the GST amount collected at the time of purchase will be refunded in accordance with Indian Tax Laws.
5. Chargebacks & Disputes
By purchasing a Simnity eSIM, you agree to contact our support team to resolve any issues before filing a dispute with your bank. We reserve the right to suspend any account associated with "friendly fraud" or unwarranted chargebacks, as this prevents us from providing low-cost data to the global traveler community.
6. Contact Us
For all refund inquiries, please reach out to our team
Email: contact@simnity.com