Refund policy

The short version #

Not installed and not activated? Full refund within 30 days, no reason needed. Activated but genuinely broken? Full refund. Activated and working, but you changed your plans? We cannot refund that, because the allowance has already been bought from the network on your behalf.

1. eSIMs that have not been activated #

If you have not installed the eSIM profile, or have installed it but it has never connected to a network, you may cancel and receive a full refund within 30 days of purchase.

An order for more than one eSIM is assessed one eSIM at a time. If you installed and used one of them and left the others untouched, we refund the untouched ones.

Write to support@simvito.com with your order number. We check the activation status with our platform partner, which usually takes less than one working day.

2. eSIMs that do not work #

If a plan fails for a technical reason attributable to us or to our network partners, and our support team cannot resolve it, you receive a full refund whether or not the eSIM was activated.

Please give us a fair chance to fix the problem first: contact support@simvito.com from the destination if you can, since some faults can only be diagnosed while the phone is on the local network.

3. What is not refundable #

Plans that have been activated and are working as described, including where you did not travel, travelled somewhere else, or used less data than you bought.

Plans that were activated and then failed because the device is carrier-locked, does not support eSIM, or had the profile deleted by the user. If the profile was never installed or never connected, section 1 applies instead and the plan is refundable.

Data or validity remaining when a plan expires. Unused allowance has no cash value.

Plans terminated by us for a breach of the acceptable use section of our terms of service.

Plans where a third-party app (such as TikTok) does not work on the network the plan uses. Known app restrictions are shown in the order summary before you pay.

4. How to request a refund #

Email support@simvito.com with the order number, the email address used at purchase, and a short description of the problem. You do not need a form or an account.

If you are signed in, you can also choose Request a refund on the order page and pick the eSIMs to refund. We answer it within the same times as an email.

We acknowledge within 24 hours and give a decision within three working days. If we need information from a network partner, we tell you rather than leaving you waiting.

5. How refunds are paid #

Refunds go back to the original payment method. We do not issue store credit unless you specifically ask for it.

We submit the refund within three working days of approving it. How quickly it appears on your statement is up to your bank or wallet provider, typically 5 to 10 working days.

Refunds are made in the currency of the original charge. If your card is in another currency, the amount you receive may differ slightly from the amount you paid because of exchange rate movement between the two dates. That difference is set by your bank and is outside our control.

A refunded plan is no longer yours to use. If the QR code is still in your inbox after a refund, do not install it. Data used on a plan we have refunded breaches the acceptable use section of our terms of service.

6. Chargebacks #

If you do not recognise a charge, please contact support@simvito.com before disputing it with your bank. A direct refund is almost always faster than a chargeback, and it lets us find out what went wrong.

7. Your statutory rights #

This policy sits alongside, and does not reduce, the rights you have under the consumer law that applies to you.