Refund Policy

An eSIM is not a product we hold in stock. The moment you pay, the local carrier issues a profile that exists only for you, and the carrier charges for it at that point. That profile cannot be returned, transferred or resold, so once a plan has been bought it cannot be cancelled and its cost cannot be refunded — whether or not it has been installed or used.

We will refund you in full, to your original payment method, only if:

• Your eSIM was never delivered. Payment went through but you did not receive your QR code, and our support team is unable to deliver it to you.
• You were charged more than once. A duplicate or incorrect charge caused by a payment processing error is refunded in full.

No other situation qualifies for a refund, including the ones listed below.

Because every plan is a final sale, there is no refund or cancellation if, for example:

• You change your mind, or your trip is cancelled, shortened or rescheduled
• You bought the wrong destination, duration or data allowance
• Your device does not support eSIM or is carrier-locked — check first with the free compatibility checker
• The eSIM has been installed or activated, or any data has been used
• The eSIM was not installed and activated within 30 days of purchase and has expired
• The eSIM profile was deleted from your device, or lost when the device was reset, replaced or lost
• The plan’s validity period or data allowance has run out
• Coverage or speed at a particular location, or an outage on the local network — we will still help you and escalate it with the carrier

This applies to every plan we sell, including local-carrier, Orange, regional and global plans.

You have 30 days from the date of purchase to install and activate your eSIM. If it has not been installed and activated within those 30 days, it expires, can no longer be used and is not refunded.

You can install it before you travel. Your plan’s days begin when the eSIM first connects to a network at your destination, so installing early does not use up your plan.

Your eSIM profile is issued once. If it is deleted it cannot be reissued, recovered or replaced, and the remaining plan is lost.

• Don’t delete it to save battery or switch networks. Turn the line off instead — in your phone’s mobile or cellular settings you can switch an eSIM off and back on without removing it.
• Don’t reset or erase your phone during your trip. A full reset removes eSIM profiles unless you choose to keep them.
• Changing phones? Contact us before you move or remove anything.

• Your phone supports eSIM and is not carrier-locked (check here)
• The plan covers every country on your route
• The duration and data allowance fit your trip
• You can install it within 30 days, ideally on Wi-Fi before you leave

Not sure which plan is right? Ask us at support@simzzy.com before you buy — we are happy to help.

1. Contact support. Email support@simzzy.com or use the Contact page. Include your registered email and order reference number.
2. We check your order. Our team confirms whether the eSIM was delivered or whether you were charged more than once. This takes under 2 hours.
3. Refund issued. If your case is eligible, we start the refund to your original payment method.
4. Funds returned. Refunds typically appear within 5–10 business days, depending on your bank or card issuer.

Failed delivery: If a payment succeeds but your QR code is not delivered within 30 minutes, a refund is initiated automatically — you do not need to contact us.

Chargebacks: Please contact our support team before raising a chargeback with your bank. Chargebacks for plans that were delivered are disputed under this policy and may result in account suspension. We resolve every genuine problem quickly.

Currency: Eligible refunds are returned in the original currency and payment method used at checkout. Differences caused by exchange-rate changes are not covered.

Policy changes: We may update this policy. Purchases are covered by the policy in effect at the time of purchase.

This refund policy is operated by Simzzy Limited.

Questions about this policy? Contact us at support@simzzy.com.