# Refund & Cancellation Policy
Last updated: 21 November 2025
This Refund & Cancellation Policy explains when you may be entitled to a refund or cancellation of services purchased from The Very Good Telephone Company Limited (VGTELCO and SimToRoam), including eSIM products.
## 1. Digital services and right to cancel
Our eSIM products and connectivity services are **digital services**.
Under UK consumer law, you may have a right to cancel certain distance contracts within 14 days. However, this right can be lost or reduced if you request immediate performance of the service.
Where you:
– Purchase an eSIM or service from us; and
– Request or use the eSIM activation and start using the service within the cancellation period,
you acknowledge that you have requested immediate performance of the contract and that:
– You may lose your right to cancel once the service has been fully provided; and
– We may deduct a proportionate amount for the service used up to the time of cancellation.
We will make this clear at or before checkout where applicable.
## 2. When we offer refunds
We will generally offer a refund or credit in the following situations:
– We are unable to provide the service you have purchased (for example, technical failure not caused by your device or misuse).
– The eSIM fails to activate due to an issue within our control or that of our partners, and we are unable to resolve it within a reasonable time.
– The service is not as described and cannot be corrected within a reasonable time.
In such cases we may offer:
– A full or partial refund; or
– A credit or alternative product, by agreement.
## 3. When refunds may not be available
We may not be able to offer a refund where:
– The eSIM has been successfully delivered and activated, and the service has been used as described.
– The issue is due to your device not being eSIM-compatible or not correctly configured, where we have clearly stated compatibility requirements.
– The issue is caused by factors outside our control, such as local network restrictions, deliberate misuse or unauthorised modifications.
– You simply change your mind after requesting immediate activation and significant use of the service has occurred.
Your statutory rights in relation to faulty services are not affected.
## 4. How to request a refund
If you believe you are entitled to a refund, please contact us at admin@vgtelco.com with:
– Your name and contact details.
– Order number and purchase date.
– Details of the issue and any troubleshooting already carried out.
We may ask you for additional information (for example, screenshots or device/network details) to help us investigate.
## 5. Processing refunds
Where we agree a refund is due, we will process it as soon as reasonably possible, usually via the original payment method.
Timescales may depend on your bank or payment provider.
## 6. Changes
We may update this Refund & Cancellation Policy from time to time. The latest version will be published on our website.