Refund and Cancellation policies and guidelines for Clients

eSIMs:

The Client has the right to request a refund or eSIM replacement if the eSIM cannot be installed or used. Most issues can be resolved through email or chat ([email protected]).

Refunds are subject to the following conditions:
  • Once the refund is processed, it may take 5-15 business days for the amount to reflect on the Client’s payment card statement (if the payment was made via credit card). For PayPal payments, refunds appear within several minutes after issuance.
  • Refunds will be issued to the same payment method used for the purchase (credit card or PayPal).
  • All refunds (except for crypto payments) are subject to a 10% processing fee due to credit card and other payment system charges, as well as administrative costs.
  • Refills are not refundable.
  • Once the Client scans the provided QR code and/or installs the eSIM, it will be considered used, and no refunds will be provided.
  • Additionally, unactivated (unused) eSIMs will be removed from the account after sixty (60) days from the date of purchase or top-up, except for Lifetime packages. For Lifetime packages, the validity period is 365 days from the date of purchase or top-up.

Hotspots:

  • To return a hotspot, it must be in an unused condition and include the original packaging with all tags. Simfinity Telco will provide a return address, and the Client will be responsible for all shipping fees.
  • Simfinity Telco will inspect all returned hotspots and issue a refund based on the condition of the hotspot and the Client’s remaining data balance.
  • Simfinity Telco reserves the right to terminate services at any time due to circumstances such as network collapse or the cessation of maintenance by network operators, which may prevent the company from providing service in any destination covered by its service list. In such cases, no refunds will be provided.

Crypto payments:

Crypto payments are generally non-refundable. However, under specific circumstances, the Simfinity Telco crypto processor may issue refunds if funds remain in the system wallet. Refunds for crypto payments are possible in cases such as:


  • Erroneous or duplicate payments made to the wallet due to overdue payment forms.
  • Payments made in unsupported currencies.
  • The Client assumes responsibility for any network fees or commissions associated with reversing the crypto transaction. By acknowledging this responsibility, the Client can proceed with the refund request with full knowledge of potential costs.
  • To initiate a refund for crypto payments, Clients must submit a comprehensive request to customer support, including the transaction hash and the wallet to which the payment was sent.
  • If a payment is made with an insufficient amount, the Client should immediately contact Simfinity Telco’s customer support to rectify the payment discrepancy and transfer the missing amount.
  • Supported networks for crypto payments include: Ethereum, Tron, BNB Smart Chain, Avalanche C-Chain, Solana, Polygon, Arbitrum One.
  • Supported cryptocurrencies include: ‘USDT (TRC20)’, ‘BTC’, ‘BUSD’, ‘DAI’, ‘AXS (ERC20)’, ‘DASH’, ‘DOGE’, ‘ETH’, ‘LTC’, ‘TUSD (ERC20)’, ‘USDC (ERC20)’, ‘USDT (ERC20)’, ‘XRP’, ‘TRX’, ‘AXS (TRC20)’, ‘HT (TRC20)’, ‘ETH (TRC20)’, ‘BUSD (BEP20)’, ‘ETH (BEP20)’, ‘DAI (BEP20)’, ‘USDT (BEP20)’, ‘DESU (BEP20)’, ‘ADA (BEP20)’, ‘USDC (BEP20)’, ‘BTCB (BEP20)’, ‘CSC’. Please note that there is a minimum payment limit for each cryptocurrency.

Additional Refund and Cancellation Terms Policy and Guidelines

  • A refund request can be made within thirty (30) days from the date of purchase if, after all reasonable troubleshooting efforts, the activation of the eSIM remains impossible.
  • To qualify for a refund, the Customer’s cooperation is required in the troubleshooting process to resolve the issue.
  • Data packages have an expiration date. Once this period has passed, no refund will be provided for any remaining unused data.
Compensation

Refunds and compensation of any kind will not be provided for charges related to other phones, SIM cards, third-party providers, hotel phones, or any other charges not directly associated with the eSIM account from Simfinity.

Fraudulent Purchase

Simfinity reserves the right to deny a refund if there is evidence of misuse, violation of our Terms and Conditions, or other fraudulent activities associated with the use of Simfinity products or services.

Unauthorized Purchase

Any refund for unauthorized purchases will be reviewed and investigated. Simfinity reserves the right to suspend the account associated with fraudulent activities.

Accidental Purchase

An eSIM is considered used once it is installed by the Customer, and no refund will be offered in this case.

Incorrect Charges

If the Customer disputes a charge in good faith, they must notify Simfinity of the dispute within twelve (12) days of receiving the invoice, providing details of why the charge is incorrect and, if possible, the correct amount.

Replacement

eSIMs purchased with bonus credits or through coupons can only be replaced within 30 days of the purchase date.

Unactivated eSIMs

Unactivated (unused) eSIMs will be removed from the account after sixty (60) days from the date of purchase (or top-up). This does not apply to Lifetime packages.

Lifetime Package Validity

For Lifetime packages, the validity period is 365 days from the date of purchase or top-up.

Other Reasons

If a refund request does not fall under the conditions listed above, it will be reviewed on a case-by-case basis. If a refund is approved, a processing fee may apply. The maximum refund credit a Customer can claim will be equal to or less than the total amount paid.

Eligibility for refund DOES NOT APPLY in the following cases:

Failure to seek assistance:

Customer did not contact Simfinity to get the situation diagnosed and get support with activating the service,

Customer Induced Damage:

Whether willingly or by mistake, the customer has damaged / invalidated the product (e.g, deletion of the eSIM, damaged or lost device, reset to factory settings, etc),

Wrong purchase:

Customer purchased and activated a wrong product by mistake, including cases where the customer is in non-covered country, or there is no coverage of the network listed in the product description.

Partially used products and services:

Including the cases where the customer has moved out of eligible network coverage area.

Dissatisfaction with the service performance of the network