1. Digital product nature
Simpal sells eSIMs and digital connectivity plans. These are non-physical, non-returnable digital goods.
Once an eSIM activation code, QR profile, or installation details have been delivered, they cannot be returned, cancelled, or reused in the same way as a physical product.
Because of the nature of digital eSIM products, refunds are only available in specific and limited circumstances described in this policy.
2. Eligibility for refund
A refund may be approved only if one of the following applies:
- Non-delivery: your eSIM QR code, activation details, or installation information were not delivered to your registered email address within the expected timeframe, typically within a few minutes to 1 hour after payment.
- Technical issue on our side: you were unable to activate your eSIM due to a verified technical issue in our system, our fulfilment process, or an operator-side provisioning error, and our support team was unable to resolve it.
- Incorrect compatibility listing: the plan purchased was not compatible with your device, and that incompatibility was not clearly stated on our website or product description.
3. Non-refundable situations
Refunds will not normally be issued in the following situations:
- your device is locked, incompatible, or not eSIM-enabled where this was already stated or reasonably clear on our website;
- incorrect details were entered during purchase, such as a wrong email address or incorrect destination selection;
- activation instructions were not followed or support was not contacted for troubleshooting before requesting a refund;
- the eSIM was successfully delivered or activated, regardless of whether all data was used;
- you changed your mind after purchase;
- there was only partial usage of data or unused validity remained on the plan.
4. How to request a refund
To request a refund, please contact our support team within 48 hours of purchase.
Please include the following so we can review your case quickly:
- your order reference or order number;
- the email address used for purchase;
- a clear description of the issue;
- screenshots or error messages where available.
5. Refund processing
If your refund request is approved:
- the refund will be issued to your original payment method, such as Stripe, credit card, or debit card;
- processing time is usually 5 to 10 business days, depending on your payment provider;
- payment-provider fees, card fees, or exchange-rate charges may not always be recoverable.
6. Failed activations or network issues
If an eSIM fails to activate due to network provider issues, we will first assist with troubleshooting and review the case.
If the issue persists and is verified as not being caused by user error, unsupported hardware, or misuse, Simpal may offer a replacement eSIM or a refund at our discretion.
7. Fraud, abuse, and chargebacks
Simpal reserves the right to deny refunds or future service to customers who submit false or fraudulent claims, repeatedly abuse refund requests, or initiate chargebacks without first contacting us to attempt resolution.
Abuse of the refund process may result in refusal of future service, account restrictions where applicable, and further action if necessary.
