At Simify, we stand behind our service.
If something doesn’t work as expected and you’ve cooperated with our support team, we’ll do our best to make it right.
That may mean troubleshooting, a partial refund, or a full refund — depending on the situation.
100% money-back guarantee
Even with the best products, setup issues or network challenges can happen.
Our 100% Money-Back Guarantee means you’re protected if your eSIM genuinely doesn’t work — as long as you contact us and allow us to assist.
To qualify, we ask that you:
- Contact our support team during your trip (Wi-Fi is fine) if your eSIM isn’t working.
- Provide screenshots of any error messages or APN settings if requested.
- Allow us the opportunity to troubleshoot before requesting a refund.
We don’t want anyone left empty-handed — but we do need the chance to help first.
How to return my eSIM
eSIMs are digital products and cannot be physically returned.
There is no traditional “return” process. Any request to return an eSIM is treated as a refund request and evaluated under the policy below.
Refund for change of plans
If your travel plans change and you no longer need your eSIM, you may qualify for a full refund if:
- The eSIM was purchased directly from the Simify website
- The eSIM has not been activated
- The purchase was made within the last 6 months
If the eSIM has already been activated or partially used, we may review your case. A full refund is not guaranteed once activation has occurred.
Refund for device compatibility issues
If you purchased an eSIM and later discover your device is incompatible or locked, you may qualify for a full refund if:
- The eSIM has not been installed
- No data from the plan has been used
- The purchase was made within the last 6 months
- You provide confirmation (such as a screenshot) showing the device incompatibility or carrier lock
Refund for connection problems
If your eSIM does not work due to connection issues or unstable network conditions at your destination, we may offer a partial or full refund depending on the situation.
Before requesting a refund:
- Please contact our support team at hello@simify.com or via Live Chat
- Refund requests submitted after your trip may not be eligible
- Refund amounts may be adjusted based on data usage
Situations where a refund is not guaranteed
A refund may not be approved if:
- Product details were not reviewed before purchase
- The device is incompatible, locked, or restricted
- The eSIM was deleted after installation or installed on the wrong device
- All purchased data was used or fair usage limits were exceeded
How to request a refund
To request a refund, please contact our support team and include:
- Your order number and eSIM details
- Your current location
- Your phone model and confirmation that it is unlocked
- Screenshots of your APN settings, network settings, and current data balance
- A brief description of the issue
Providing complete information helps us review your case quickly.
Still have a question? We’re here to help. Contact us
