Refund & Cancellation Policy

This Policy applies to purchases and transactions made directly through SimConnecta. It should be read together with the Terms & Conditions, Purchase and Payment Policy, Privacy Policy and Cookie Policy.

Different rules may apply where a payment, eSIM or related service is provided through a third-party platform under separate terms, but your mandatory legal rights remain unaffected.

Because eSIMs and mobile data plans are digital products and services that may be delivered and activated rapidly, refund eligibility depends on the status of the eSIM, whether the service has been activated or used, the reason for the request, and any rights available under applicable consumer law.

SimConnecta will assess refund requests fairly and based on the circumstances of the relevant transaction. Where a refund is legally required, this Policy will not reduce or remove that right.

Where applicable law gives a consumer a statutory cooling-off or cancellation period for a distance contract, SimConnecta will honour that right in accordance with the applicable legal requirements.

Where a user expressly requests immediate supply, activation or performance of digital content or a digital service before the end of an applicable cancellation period, the user may be asked to provide the express consent and acknowledgement required by law. Depending on the nature and status of the supply, beginning or completing supply may affect or end the statutory right to cancel.

Any statutory rights relating to faulty, misdescribed or improperly supplied digital content or services continue to apply regardless of any change-of-mind cancellation rules.

A request to cancel an eSIM or mobile data plan may be eligible for approval where all of the following conditions are satisfied:

* the eSIM has not been activated or connected to a supported mobile network;
* no mobile data or other included service has been consumed;
* the eSIM or plan remains technically capable of being cancelled, disabled or returned within the relevant supplier system; and
* there is no indication of fraud, abuse or other prohibited activity.

Approval is subject to applicable law and the technical characteristics of the relevant eSIM product. Some eSIM profiles may become non-reversible once issued, installed or activated.

A refund or other appropriate remedy may be available where a user has successfully completed a purchase but the eSIM, activation information or purchased service is not delivered within a reasonable period and the issue cannot be resolved.

Before issuing a refund, SimConnecta may attempt to re-send the eSIM, correct account delivery, provide replacement activation details or otherwise complete the order where this can be done without significant inconvenience to the user.

A refund, replacement or other appropriate remedy may be available where a verified technical problem prevents the purchased eSIM or service from operating substantially as described.

Users should contact [email protected] as soon as reasonably practicable and allow SimConnecta a reasonable opportunity to investigate and, where appropriate, resolve the issue.

Depending on the circumstances, resolution may include troubleshooting, configuration assistance, replacement of the eSIM or plan, a partial refund, or a full refund where required or appropriate.

A refund or other remedy may be available where the eSIM or mobile data plan materially differs from the description provided before purchase, including where the purchased destination, data allowance, validity or other material feature was incorrectly represented by SimConnecta.

This does not apply where the information displayed before purchase was accurate and the issue results from the user selecting the wrong product or from a circumstance outside SimConnecta's reasonable control.

Users are responsible for checking that their device supports eSIM technology, is not subject to an incompatible carrier lock, and is suitable for the selected plan before purchase.

A change-of-mind refund will generally not be available where the eSIM cannot be used solely because the user's device is incompatible and the relevant compatibility requirement was clearly disclosed before purchase.

This does not affect any remedy available where SimConnecta provided materially inaccurate or misleading compatibility information.

Users should review the destination, data allowance, validity period and other plan details before confirming a purchase.

Where a user purchases the wrong destination or plan by mistake, a refund may be considered only if the eSIM has not been activated or used and cancellation remains technically possible. Once the service has been activated or consumed, a refund for user selection error will normally not be available unless required by law.

eSIM connectivity relies on third-party mobile networks. Network coverage, speed and availability can vary by location, device, local network conditions, congestion, maintenance and other factors.

A refund will not normally be available solely because a user experiences temporary network congestion, reduced speed or limited coverage in a particular location where the relevant plan is otherwise functioning as described.

Where there is a verified material failure of the purchased service that cannot reasonably be resolved, SimConnecta will consider an appropriate remedy in accordance with this Policy and applicable law.

Once an eSIM has been activated, connected to a supported network or used to consume mobile data, a change-of-mind refund will normally not be available.

This restriction does not apply where the user has a mandatory legal right to a remedy, including where the service is faulty, materially not as described, or otherwise fails to meet applicable statutory requirements.

If a user is charged more than once for the same intended transaction, or an incorrect amount is charged due to a verified processing error, the user should contact SimConnecta promptly.

After verification, SimConnecta will correct the error and, where appropriate, refund the duplicate or incorrectly charged amount using the original payment method, unless the user expressly agrees to another method or applicable law permits another method.

To request a refund or cancellation relating to an eSIM, activation or technical issue, contact:

[email protected]

For payment or other account-related refund matters, contact:

[email protected]

To help us investigate efficiently, please provide:

* the email address associated with the SimConnecta account;
* the relevant order or transaction reference, where available;
* the eSIM or plan concerned;
* the date of purchase;
* a clear description of the issue;
* screenshots or error messages, where relevant; and
* any additional information reasonably requested to verify the issue.

Users should submit requests as soon as reasonably practicable after discovering a problem. Any suggested reporting timeframe is intended to assist investigation and does not limit mandatory statutory rights.

For technical eSIM issues, SimConnecta may ask the user to complete reasonable troubleshooting steps before a refund is approved. This may include checking device settings, roaming settings, APN configuration, network selection, eSIM installation status and supported coverage.

A user will not be required to complete troubleshooting that would be unreasonable, unsafe or cause significant inconvenience. Where a technical issue cannot reasonably be resolved, SimConnecta will assess the appropriate remedy.

Where a monetary refund is approved or legally required, SimConnecta will process it without undue delay and within any timeframe required by applicable law.

Where applicable consumer law requires a refund within a specific period, SimConnecta will comply with that period. For qualifying refunds of digital content under UK consumer law, this may require payment within 14 days from the date on which SimConnecta agrees that the consumer is entitled to the refund.

A monetary refund will normally be made using the same payment method used for the original payment unless the user expressly agrees otherwise or another method is permitted by applicable law.

Where a payment was made in a currency other than EUR or involved conversion by a bank, card issuer or payment provider, the amount ultimately received after a refund may be affected by exchange-rate movements or third-party conversion charges outside SimConnecta's control.

SimConnecta will not impose a refund fee where doing so is prohibited by applicable law.

SimConnecta may delay or decline a discretionary refund while investigating reasonable indications of fraud, unauthorised activity, account manipulation or other prohibited conduct.

This does not remove any mandatory right to a refund or other remedy that the user may have under applicable law.

Users are encouraged to contact SimConnecta first where they believe a payment or service issue can be resolved directly. This does not prevent a user from exercising any lawful right to dispute an unauthorised or incorrect payment with their payment provider.

If a transaction is reversed through a chargeback or other payment dispute, SimConnecta may restrict access to the eSIM or service arising directly from the affected order where appropriate and permitted by applicable law.

If you are dissatisfied with the handling of a refund or cancellation request, you may submit a complaint to [email protected]. Please include the relevant order or transaction details and explain the outcome you are seeking.

Submitting a complaint does not affect any statutory rights or other remedies available to you.

SimConnecta may update this Policy where reasonably necessary to reflect changes to its products, payment methods, suppliers, legal requirements or operational procedures.

Material changes affecting existing users will be communicated where required by law. The current version will be published on simconnecta.com with its effective date.

This Policy is governed by the laws of England and Wales, subject to any mandatory consumer protection rights available to users under the laws applicable to them.

If you are a consumer residing outside England and Wales, you may also have mandatory rights under the laws of your country of residence that cannot lawfully be excluded by this Policy.

MIRAXIS LTD
Company Number: 17460571
Registered Office: 167-169 Great Portland Street, 5th Floor, London, United Kingdom, W1W 5PF
Website: simconnecta.com
General & Account Enquiries: [email protected]
eSIM & Technical Support: [email protected]
Telephone: +44 7537 132358