Refund & Cancellation Policy

Last updated: 22 December 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, SimToRoam and SimAllOver), 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.