SimToGo Refund Policy
At SimToGo, we are committed to providing reliable and hassle‐free eSIM services. If, for any reason, you are unable to use your eSIM due to one of the following conditions, you may be eligible for a refund:
Unused eSIM:
If you have not activated your eSIM and no data usage has been recorded, you are eligible for a full refund.
Incompatible Device:
f your device is determined to be incompatible with our eSIM service (based on our compatibility guidelines), you are eligible for a full refund.
How to Request a Refund
To initiate a refund, please follow these steps:
Contact Customer Support:
Reach out to our support team via info@simtogo.app or contact our customer service via our website.
Provide your order number and a brief explanation of your situation (i.e. confirmation that you have not activated your eSIM or that your device is incompatible).
Verification Process:
Our support team will review your refund request and verify that the eSIM remains unused or that your device does not meet the compatibility requirements.
You may be asked to provide additional information or documentation (such as screenshots of your device’s compatibility settings).
Refund Processing:
Once your request is approved, the refund will be processed using the original payment method.
Please allow up to 14 business days for the refund to be reflected in your account.
Important Conditions
Refund Request Window:
Refund requests must be submitted within 30 days of the original purchase date.
Activation Clause:
Refunds are applicable only if the eSIM has not been activated. Once activation or any data usage occurs, the refund request may be denied.
Device Compatibility:
It is the customer’s responsibility to verify device compatibility before purchase. Refunds for incompatibility will only be granted upon confirmation that the device does not support eSIM functionality as specified by SimToGo.
Non-Refundable Situations:
If the eSIM has been activated and any data has been used, or if the refund request is made after the specified period, no refund will be issued.