Refund Policy
Our refund policy and terms for eSIM plans
Refund Policy
Understanding our refund terms and conditions
At Simzy, we strive to provide the best possible service to our maritime customers. We understand that sometimes plans may not work as expected, and we have a fair refund policy to address such situations.
Refund Conditions
When refunds are available
Unactivated Plans
Full refund available within 24 hours of purchase if the eSIM has not been activated.
- Must be requested within 24 hours of purchase
- eSIM must not have been scanned or activated
- Refund processed within 3-5 business days
Technical Issues
Partial refund available for technical issues that prevent proper usage.
- Must be reported within 48 hours of activation
- Technical support must verify the issue
- Refund amount based on unused portion
Coverage Issues
Partial refund available if coverage is not available in the promised area.
- Must be verified by our technical team
- Coverage must be confirmed unavailable
- Refund amount based on unused portion
Activated Plans
No refunds available for plans that have been activated and used.
- Once activated, plans cannot be refunded
- Usage is considered acceptance of service
- Exceptions only for technical issues
Refund Process
How to request a refund
Contact Support
Reach out to our support team via email, phone, or WhatsApp to initiate your refund request.
Provide Information
Provide the following information to help us process your refund:
- Order number or transaction ID
- Reason for refund request
- Date of purchase
- Whether the eSIM was activated
Review & Approval
Our team will review your request and determine eligibility based on our refund policy.
- Review typically takes 24-48 hours
- Additional information may be requested
- You'll be notified of the decision
Refund Processing
If approved, your refund will be processed to the original payment method.
- Refunds processed within 3-5 business days
- Refund amount based on policy terms
- Confirmation email sent upon completion
Important Notes
Things to keep in mind
Refund Timeline
Refunds are processed within 3-5 business days after approval. The time for the refund to appear in your account depends on your bank or payment provider.
Payment Method
Refunds are processed to the original payment method used for the purchase. We cannot process refunds to a different payment method.
Policy Updates
This refund policy may be updated from time to time. The policy in effect at the time of your purchase will apply to your refund request.