Refund Policy

eSIMs are digital products delivered instantly. This policy explains when you can get a refund. It sits alongside your statutory rights as a consumer in the EU.

Right of withdrawal and digital content

EU consumers normally have a 14-day right of withdrawal. Because an eSIM is digital content delivered immediately, by completing your purchase you ask us to provide it right away and acknowledge that your right of withdrawal is lost once the eSIM has been installed or activated. Before activation, you can still request cancellation under the conditions below.

When we will refund

• The eSIM has not been installed or activated and you request a refund within 14 days of purchase.
• The eSIM is faulty or cannot be installed, and our support team can't resolve it.
• There is no usable coverage for your destination despite following our troubleshooting steps.
• You were charged in error or charged more than once for the same order.

When we can't refund

• The eSIM has been activated and used (data consumed), except where it was faulty.
• Your device wasn't compatible and compatibility wasn't checked before buying.
• The plan expired or its data ran out through normal use.
• Issues caused by incorrect device settings (for example, data roaming switched off) that support could have resolved.

How to request a refund

Email support@simcliq.com with your order number and a short description of the problem. We aim to respond within 2 business days. Approved refunds are returned to your original payment method, typically within 5–10 business days depending on your bank.

Help first

Most connectivity issues are quick to fix. Contacting support before requesting a refund usually gets you connected faster than a replacement would.