Simpal Refund Policy

1. Digital product nature

Simpal sells eSIMs and digital connectivity plans. These are non-physical digital goods delivered electronically.

Once an eSIM activation code, QR profile, installation details, or mobile plan has been installed, activated, or used, it cannot be returned in the same way as a physical product.

2. Return window

Refund requests for eligible unused eSIM purchases must be made within 14 days of purchase.

To qualify under this return window, the eSIM must not have been installed, activated, or used.

3. Eligibility for refund

A refund may be approved if one of the following applies:

• Unused purchase within 14 days: the eSIM has not been installed, activated, or used, and the refund request is submitted within 14 days of purchase.
• 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.

4. Non-refundable situations

Refunds will not normally be issued in the following situations:

• the eSIM has already been installed, activated, or used;
• 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;
• you changed your mind after installation details were issued and the eSIM was activated or capable of being used;
• there was only partial usage of data or unused validity remained on the plan.

5. How to request a refund

To request a refund, please contact our support team as soon as possible and include your request within the relevant eligibility period described above.

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.

6. 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.

7. 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 following review by our support team and subject to this policy and applicable consumer law.

8. 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.

9. Business information

Simpal.org is a trading name of Inserpso Limited, a company registered in England and Wales.

Company number: 09772026

Registered office:
Warwick Business Centre, Hawkes Drive,
Heathcote Industrial Estate,
Warwick, England, CV34 6LX,
United Kingdom

10. Contact information

If you have questions about this Refund Policy or need help with a refund request, please contact Simpal support: