Refund policy

Effective date: 22 October 2026

1. Overview

We want every SimSwift customer to be able to install and activate the eSIM they purchased. This policy explains when an eSIM purchase is eligible for a refund.

2. What “unused” means

An eSIM is considered unused when it has not successfully activated or connected to a supported mobile network and no mobile data has been consumed, as confirmed by our carrier or supplier records.

Downloading or installing an eSIM profile does not, by itself, make the eSIM used.

A top-up is considered unused only if it has not been applied to an eSIM. Once a top-up has been applied, activated, or used in whole or in part, it is non-refundable, except where required by law.

3. 30-Day Activation Guarantee

You may request a full refund within 30 calendar days of purchase if your eSIM cannot be installed or activated and all of the following apply:

  • The eSIM remains unused as defined above.
  • Your device is eSIM-compatible and carrier-unlocked.
  • You purchased the correct plan for your destination.
  • You followed the installation and activation instructions.
  • You contacted SimSwift Support before deleting the eSIM and completed reasonable troubleshooting requested by our team.
  • The activation problem could not be resolved and was caused by the eSIM, its provisioning, or the supported service rather than device incompatibility, an incorrect purchase, or customer error.

If these conditions are met, you may choose a replacement eSIM or a full refund to your original payment method.

4. Other Eligible Refunds

We may also provide a refund in the following cases:

  • Non-delivery: you did not receive the eSIM QR code or activation details within 24 hours of purchase, and we are unable to deliver them after investigation.
  • Duplicate purchase: you accidentally purchased the same plan more than once and the duplicate eSIM remains unused.
  • Top-up failure: a purchased top-up could not be applied because of a technical or provisioning error and remains unused.

Requests under this section must be submitted within 30 calendar days of purchase.

5. Non-Refundable Cases

A refund is generally not available when:

  • The eSIM has successfully activated, connected to a supported network, or consumed any data.
  • You changed your mind after purchase.
  • You purchased the wrong destination, plan, data allowance, validity period, or top-up.
  • Your device is not eSIM-compatible or is carrier-locked.
  • Activation was attempted outside the plan's supported destination or coverage area.
  • The eSIM was incorrectly installed, deleted, transferred, reset, or otherwise made unusable through customer action.
  • The request is made more than 30 calendar days after purchase.
  • The issue concerns ordinary variations in speed or coverage after successful activation, rather than an inability to activate or use the service.
  • A top-up has already been applied to an eSIM.

These exclusions do not limit any rights you may have under applicable consumer law.

6. How to Request a Refund

Contact hello@simswift.com within 30 calendar days of purchase and provide:

  • Your order number and purchase email address.
  • Your device make and model.
  • Your current location and intended destination.
  • A description of the problem.
  • Any error messages or screenshots requested by our support team.

Please contact us before deleting the eSIM, as deletion may prevent troubleshooting and verification. We aim to review requests within 3–5 business days.

7. Refund Processing

Approved refunds will be issued to the original payment method. We will initiate the refund promptly after approval. Depending on your bank or payment provider, it may take an additional 5–10 business days to appear.

Nothing in this policy excludes or restricts rights that cannot lawfully be excluded under applicable consumer law.