Our goal is that every customer gets exactly what they paid for. Because eSIMs are digital goods delivered instantly, our refund policy is specific about what qualifies. Please read it before purchasing.
When you are eligible for a refund
You must request within 7 days of purchase.
✉️QR code not delivered
If you did not receive your QR code by email within 30 minutes of payment, contact us and we will resend it or issue a full refund.
⚙️Technical fault preventing installation
If the QR code is confirmed unscanned and cannot be installed due to a fault on our side, you are entitled to a full refund or a replacement plan.
💳Duplicate charge
If you were charged more than once for the same order, we will refund the duplicate charge in full immediately.
When refunds are not available
These situations fall outside our refund scope.
📲QR code already scanned
Once the QR code has been installed on a device, the eSIM is activated and the plan is non-refundable — regardless of data used.
📱Incompatible device
We display compatibility requirements clearly before checkout. We cannot refund orders where the purchaser's device does not support eSIM.
🔒Carrier-locked device
If your device is locked to another carrier and cannot accept a foreign eSIM, this is not a fault of our service and refunds cannot be issued.
📅Unused expired plans
We cannot refund plans that have passed their validity window without being used. Validity begins on first activation.
📶Network speed or coverage
Mobile network performance varies by location. Slow speeds or partial coverage in specific areas do not constitute grounds for a refund.
How to request a refund
- 1Email support@simologia.co with your order number and the reason for your request.
- 2We will respond within 24 hours.
- 3If approved, refunds are issued to your original payment method within 5–7 business days.