Returns & Refund Policy
We aim to be fair and transparent. Because eSIMs are digital services, they cannot be physically returned, and refund eligibility depends on whether the eSIM has been delivered, installed, activated or used.
Returns Before Activation
You may request a return or cancellation, up to 179 days, if the eSIM has not been installed, activated or used. Digital prepaid travel eSIMs may be purchased up to 180 days before travel. Customers may cancel for a full refund within 179 days if the eSIM has not been installed or activated. There is no physical return — cancellation only applies before digital delivery/activation.”
If you purchased the wrong plan or no longer need the service, please contact us as soon as possible.
After Installation or Use
Once an eSIM has been successfully installed, activated or used, it is considered delivered and may no longer be eligible for return or refund.
Where service has already started, cancellation rights may be reduced or lost.
If Something Goes Wrong
If the eSIM fails to activate due to an issue within our control, or if the service is not as described and cannot be corrected within a reasonable time, we may offer:
- a full refund
- a partial refund
- credit or an alternative product
When a Refund May Not Apply
- the eSIM has been delivered and used successfully
- the issue is due to device incompatibility
- the issue is caused by incorrect device setup
- the problem is outside our reasonable control
How to Request a Return or Refund
For the fastest support, please contact us first through Simmy in the Simtoroam app or Simmy webchat on simtoroam.com.
Our assistants can help check your order, eSIM status, device compatibility, installation issue or refund eligibility.
If you still need support by email, contact support@simtoroam.com and include:
- your full name
- your order number
- the email address used at checkout
- your purchase date
- details of the issue
- any screenshots or supporting information
Processing Refunds
Where a refund is approved, it will usually be made to the original payment method.
Approved refunds are normally processed within 3–10 working days, although timings may vary depending on your bank or payment provider.