Refund Policy

Learn about Simnity's refund and cancellation policy for eSIM purchases. Understand eligibility requirements, processing times, and how to request a refund for your digital eSIM products.

Last Updated: October 17, 2025

At Simnity, we strive to provide you with reliable eSIM connectivity solutions worldwide. This Refund Policy outlines the circumstances under which refunds or replacements may be available for eSIM purchases made through our platform.

1. Overview

This Refund Policy applies to all eSIM purchases made directly through Simnity at app.simnity.com. By purchasing an eSIM through our platform, you agree to the terms outlined in this policy.

Important: eSIMs are digital products that are delivered instantly upon purchase. Once you receive your eSIM QR code, the product is considered delivered and activated when installed on your device.

2. Eligibility for Refunds

2.1 Legal Right of Withdrawal (14-Day Period)

If you are purchasing as a consumer, you have the legal right to withdraw from your purchase within 14 days. However, this right expires on the earlier of:

  • 14 days after the date of purchase, OR

  • The date on which you install or activate the eSIM

Important: Once you install or activate your eSIM, you cannot exercise your right of withdrawal.

2.2 Technical Issues or Service Errors

You may be eligible for a refund or replacement if you are unable to use the eSIM due to:

  • Technical errors caused by Simnity or our service providers

  • Service unavailability due to provider issues

  • Incorrect eSIM delivery (wrong destination, wrong data plan)

  • eSIM activation failures not caused by device incompatibility

Conditions for eligibility:

  1. You must submit a refund request within 30 days of purchase

  2. You must cooperate with our support team's troubleshooting efforts

  3. Simnity must be unable to resolve the issue within 10 business days of receiving your request

  4. The issue must not be caused by user error, device incompatibility, or factors outside our control

2.3 Partial Data Consumption

If you have already consumed part of your eSIM data package, we will only refund the unused portion of the service based on:

  • Remaining data balance

  • Remaining validity period

  • Original purchase price

3. Non-Refundable Situations

No refunds will be issued in the following circumstances:

3.1 Customer Error

  • Purchased the wrong destination or data plan

  • Failed to check device compatibility before purchase

  • Purchased for an incompatible device

  • Misread plan details (validity period, data limits, coverage area)

3.2 Activated or Installed eSIMs

  • eSIM has been installed on your device

  • eSIM has been activated (data usage has started)

  • eSIM QR code has been scanned

3.3 Expired Validity Period

  • eSIM validity period has expired

  • Remaining data after validity expiration

  • No refunds for unused data after expiration

3.4 External Factors

  • Network issues caused by local carriers (not Simnity)

  • Government restrictions or network shutdowns

  • Device-related issues (locked devices, software problems)

  • Travel plan changes (trip cancellations, delays)

  • Force majeure events

3.5 Fraudulent Activity

  • Evidence of abuse or violation of Terms & Conditions

  • Unauthorized account sharing

  • Fraudulent payment methods

  • Chargebacks filed without contacting support first

4. Special Circumstances

4.1 Unauthorized Purchases

If you suspect unauthorized purchases on your account:

  1. Contact us immediately at [email protected]

  2. Provide details of the unauthorized transaction

  3. We will investigate and suspend the account if fraudulent activity is confirmed

  4. Refunds for unauthorized purchases are subject to investigation and approval

4.2 Incorrect Charges

If you believe you were charged an incorrect amount:

  1. Contact our support team within 30 days of the charge

  2. Provide details explaining why the charge is incorrect

  3. Include the amount you believe is correct

  4. We will investigate and process adjustments if applicable

4.3 Accidental Purchases

  • Refunds for accidental purchases are only available before installation

  • Once you install the eSIM (scan the QR code), it is considered used

  • No refunds will be issued after installation

5. How to Request a Refund

Step 1: Contact Support

Submit your refund request through one of the following channels:

  • Email: [email protected]

  • Live Chat: Available on app.simnity.com

  • Support Portal: Log in to your Simnity account

Step 2: Provide Required Information

Include the following details in your request:

  • Order number or transaction ID

  • eSIM ICCID (if applicable)

  • Date of purchase

  • Detailed description of the issue

  • Screenshots or evidence (if applicable)

  • Device model and operating system version

Step 3: Cooperate with Troubleshooting

Our support team may:

  • Request additional information

  • Ask for device settings screenshots

  • Provide troubleshooting steps to resolve the issue

  • Test alternative solutions

Important: Failure to cooperate with troubleshooting efforts may result in denial of your refund request.

Step 4: Refund Processing

If your refund is approved:

  1. You will receive confirmation via email

  2. Refund will be processed within 10 business days

  3. Funds will be returned via your original payment method

  4. Refunds may take up to 30 business days to appear in your account, depending on your bank or payment provider

6. Refund Methods

Original Payment Method

Refunds will be credited back to the original payment method used for purchase:

  • Credit/Debit Cards: 7-30 business days

  • UPI/Digital Wallets: 5-10 business days

  • Bank Transfers: 10-30 business days

7. eSIM Replacements

In certain situations, we may offer an eSIM replacement instead of a refund:

  • Same-value replacement for technical issues

  • Alternative destination if service is unavailable

  • Upgraded plan if original plan is discontinued

8. Processing Fees

  • Standard refunds: No processing fee

  • Case-by-case refunds: A processing fee may apply

  • Chargebacks: May result in account suspension and no future refunds

9. Maximum Refund Amount

The maximum refund amount cannot exceed:

  • The total amount you paid for the eSIM

  • The unused portion of the service

  • Any applicable taxes or fees (if refundable)

10. Third-Party Purchases

If you purchased an eSIM through a third-party reseller, travel agency, or partner:

  • Contact the reseller directly for refund requests

  • Simnity cannot process refunds for third-party purchases

  • Refund policies of the reseller will apply

11. Changes to This Policy

Simnity reserves the right to update this Refund Policy at any time. Changes will be effective immediately upon posting. Continued use of our services after changes constitutes acceptance of the updated policy.

12. Contact Us

If you have questions about our Refund Policy or need assistance:

Email: [email protected]
Website: https://app.simnity.com

13. Your Rights

This policy does not affect your statutory rights as a consumer under applicable law. If local consumer protection laws provide greater rights than those outlined in this policy, those laws will prevail.

Thank you for choosing Simnity. We're committed to providing you with reliable global connectivity