Refund policy

Overview

At Simple eSIM PTE LTD, we strive to ensure customer satisfaction with all purchases made through our store. This Return and Refund Policy outlines the conditions under which refunds may be requested.

I. Scope of Application

This Refund Policy applies to all eSIM products and services purchased through our official website.

 

II. Description of eSIM Product Characteristics

An eSIM is a digital product delivered electronically on demand.

Delivery: Delivery is considered completed once the eSIM QR code or activation information has been successfully sent to the email address provided by the user.

Consumption: Due to the nature of eSIM technology, once an eSIM has been downloaded, scanned, installed, activated, or used on a device, it is considered consumed and cannot be reversed, reset, or transferred to another device.

Please ensure that the email address provided is accurate and accessible, and check your spam/junk folders, mailbox restrictions, and email filtering settings if necessary. We may be unable to guarantee successful delivery in cases involving incorrect or inaccessible email addresses, third-party email provider issues, or email filtering systems outside our reasonable control.


III. Refund Eligibility

You may request a refund within 7 days of the purchase date, provided that the eSIM has not been downloaded, scanned, installed, activated, or used.

Once an eSIM has been downloaded, scanned, installed, activated, or used on a device, the service is considered to have commenced and the product becomes non-refundable, except where required by applicable law.


IV. Refund Request Process and Refund Methods

To request a refund for an eligible unused eSIM, please contact our customer support team with your order information and relevant details for review.

If your refund request is approved, you may choose one of the following refund methods:

  • Store Credit: A full refund amount will be issued as store credit with no processing fee and no expiration date.
  • Refund to Original Payment Method: A processing fee of 20% will be deducted to cover payment processing, administrative handling, and related transaction costs. The remaining eligible balance will be refunded to your original payment method.

Please allow up to 30 business days for the refunded amount to appear in your account, depending on your payment provider or issuing bank.

All refunds are limited to the amount actually paid for the original order.


V. Circumstances Not Eligible for Refunds

To maintain fairness and operational efficiency, refund requests may not be approved in the following circumstances, except where required by applicable law:

  • Device Incompatibility: The device is carrier-locked, unsupported, or does not support eSIM functionality. Users are responsible for verifying device compatibility before purchase.
  • Used Products: The eSIM has already been downloaded, scanned, installed, activated, or used.
  • User Configuration Issues: Connectivity or usage issues caused by incorrect device settings or configurations, including disabled data roaming, incorrect APN settings, airplane mode, VPN interference, MDM restrictions, or similar device-related settings.
  • Delayed Troubleshooting Requests: Delayed reporting or failure to seek troubleshooting assistance from customer support within a reasonable period while the issue is occurring.
  • Abuse or Fraudulent Activity: Refund requests involving suspected abuse, misuse, fraudulent activity, or violations of our Terms of Service.


VI. Service Limitations and Circumstances Beyond Our Reasonable Control

Service interruptions, reduced speeds, or connectivity issues caused by factors outside our reasonable control are generally not eligible for refunds or compensation. Such factors may include, but are not limited to:

  • Local network coverage or signal quality
  • Device hardware or frequency band limitations
  • Environmental, geographical, or weather conditions
  • Third-party telecommunications service outages or restrictions
  • Temporary congestion, throttling, or restrictions imposed by local carriers, applications, or websites
  • Local laws, regulations, or actions by telecommunications authorities


VII. Customer Support and Issue Resolution During Travel

If you experience connectivity or service issues during your trip, we encourage you to contact our customer support team as soon as reasonably possible so that we may assist with troubleshooting and verify the issue under actual usage conditions.

If our technical review determines that the issue was primarily attributable to a technical fault on our side, such as an activation failure or system-related issue, we may provide an appropriate remedy depending on the circumstances. Such remedies may include a replacement eSIM, store credit, partial refund, or other reasonable compensation.

Please note that delayed reporting after the trip has ended may limit our ability to verify network conditions, device configurations, and actual usage circumstances at the time the issue occurred, which may affect refund eligibility or available support options.


VIII. Contact Us

If you have any questions regarding this Refund Policy or would like to request technical assistance or a refund review, please contact our customer support team at support@simpleesim.com

To help us process your request efficiently, please include your order number and any relevant screenshots or supporting information where applicable.