1. The short version
- Not yet installed? You can request a full refund before the eSIM profile has been installed or activated on a device.
- Already installed or used? We cannot refund an eSIM once it has been installed or used, unless it fails to work due to a defect on our side.
- Doesn't work? If a properly installed eSIM is genuinely defective, we will fix it, replace it, or refund it.
2. Refunds before activation
Because an eSIM is a digital product, your purchase is eligible for a full refund only while it remains unused — that is, the QR code has not been scanned and the eSIM profile has not been installed or activated on any device. If you bought the wrong plan or changed your mind before installing, contact us and we will refund the original payment.
3. No refund after installation or use
Once an eSIM has been installed or activated, the connectivity has been provisioned by the network operator and the digital good is considered delivered and consumed. For this reason, installed or used eSIMs are not refundable. This includes situations where a plan was activated but only partly used, or where the validity period has begun. The one exception is a genuine defect, described below.
4. Defective eSIMs
If your eSIM was installed correctly on a compatible, carrier-unlocked device in a covered location, with data roaming enabled for the Simfiy line, but it still fails to connect or does not deliver the data or service you paid for, that is a defect we stand behind. After working through basic troubleshooting with our support team, we will repair the profile, issue a replacement eSIM, or provide a refund. Issues caused by an incompatible or locked device, being outside the plan's coverage area, or local network outages are not considered defects.
5. How to request a refund
- Email support@simfiy.com or use the Help center, ideally from the email on your account.
- Include your order number, the plan name, and a clear description of the problem.
- For a defect, tell us your device model, the country you are in, and any error messages, so we can troubleshoot quickly.
6. Processing time
Approved refunds are returned to your original payment method. Card refunds processed through Stripe typically appear within 5 to 10 business days, depending on your bank. Cryptocurrency refunds are sent in USDT to a wallet address you confirm, at the value of the original payment; network fees and exchange-rate movement may apply. Telegram Stars purchases are refunded according to Telegram's applicable rules.
7. Chargebacks
Please contact us before opening a chargeback or payment dispute — most issues are resolved faster directly. Filing a chargeback for an eSIM that was successfully delivered and used may result in your account being suspended pending review. We are always happy to investigate a genuine problem first.
8. Your statutory rights
Nothing in this policy limits any non-waivable consumer rights you have under the law of your country of residence.