Refund policy

Our refund policy applies worldwide and complies with legal requirements, especially in the EU and the United Kingdom. We sell digital eSIM data plans, whose usage period only begins once you activate them (user activation). Unactivated eSIMs remain valid for up to 180 days after purchase, giving you the flexibility to decide when you want to use them. Below you will find all details regarding returns, cancellations, and refunds.

Return Period and Conditions

We offer a 30-day return period for your eSIM purchase. This means you have 30 days from the date of purchase to request a refund—provided the eSIM has not been activated or used. An eSIM is considered unused as long as it has not been activated on your device and no data has been consumed.

Conditions for a Refund

  • Unactivated eSIM:
    The eSIM must not be activated. Once an eSIM is activated, it is considered used and cannot be refunded. This is standard practice for digital products.

  • Timely request:
    Your refund request must be submitted within 30 days of the purchase date. (This exceeds the statutory withdrawal period in many regions, e.g. 14 days in the EU/UK.)

  • Proof of purchase:
    Please have your order number or purchase receipt ready. We require a proof of purchase (e.g. order confirmation or invoice) to verify your request.

How to Request a Refund

You can easily request a refund by contacting us. Send an email to hey@simbul.app (or use the support section in our online shop) with the following information:

  • Order details:
    Include your order number and the email address used for the purchase.

  • Optional: Reason for return:
    A brief explanation of why you’re requesting a refund is not required, but it may help us improve (e.g. if there was a technical issue).

Once we receive your request, we will manually review your case. You will receive further instructions—no physical return is required, as this is a digital product.
Please do not send any unannounced physical returns—unactivated eSIMs do not need to be returned physically.

Technical Issues or Incorrect Delivery

Please check your eSIM data (QR code/profile) immediately upon receipt. Contact us at hey@simbul.app right away if there is an issue—such as receiving the wrong data plan or the eSIM not activating as intended.

If your eSIM cannot be activated due to a technical error on our side or from the network provider, we will of course issue a full refund, even if the issue occurs outside the usual 30-day period. We will investigate the issue and do our best to resolve it or issue your refund.

Exceptions and Non-Refundable Cases

The following cases are excluded from returns/refunds:

  • Activated/used eSIMs:
    Once your eSIM is activated and/or data has been used, no refund is possible. Activation marks the start of service delivery, and you waive your right of withdrawal (see section below).

  • Special offers & gift cards:
    We cannot issue refunds for discounted sale items or gift cards/credit codes. These purchases are excluded from the voluntary return policy.
    (Note: statutory rights, e.g. in cases of defects, remain unaffected.)

Exchange of eSIM Plans

A direct exchange of digital eSIM data plans is not possible.
If you want a different data plan or product, we recommend the following:

  1. Request a refund for the original (still unactivated) eSIM.

  2. Place a new order for the desired plan.

This ensures you get the right plan as quickly as possible.
If your original eSIM has already been activated, see the exceptions above—an exchange is no longer possible.

European Union & United Kingdom – 14-Day Right of Withdrawal

Customers in the EU and the UK have the right to withdraw from their online purchase within 14 days without giving any reason.

For our digital products, the following applies:

  • By purchasing an eSIM, you explicitly agree that we may begin providing the digital service immediately.

  • You waive your 14-day right of withdrawal once eSIM activation begins.
    This complies with the legal framework for digital content.

As long as you do not activate the eSIM, your legal withdrawal right remains intact.
This means: If you want to withdraw your eSIM purchase within 14 days and the eSIM is unused, we will cancel and refund your purchase according to consumer rights.
This legal right exists independently of our voluntary 30-day return period.
(Note: The 14-day period begins on the purchase/contract date of the digital product.)

Refund (Processing)

Once we've received and reviewed your return/withdrawal request, we will notify you by email. We will verify that the eSIM has not been activated and that all conditions are met.

If your refund is approved, we will issue the refund to your original payment method. Refunds are typically processed within 10 business days after approval. Please note that your payment provider or bank may take additional time to credit the funds (this is beyond our control).

If more than 15 business days have passed since our confirmation and you still haven’t received your refund, please contact us at hey@simbul.app. We will investigate and ensure you receive your money.

If you have any further questions regarding returns or issues with your eSIM data plan, feel free to reach out at any time. We're here to help and ensure you stay satisfied and connected. Your satisfaction is our top priority.

Sources:
Our policy follows common consumer rights and industry standards for digital products. For example, refunds for unactivated eSIMs within 14 days are standard practice, while activated eSIMs are excluded from withdrawal. These rules reflect the EU Consumer Rights Directive, under which the withdrawal right expires once the consumer agrees to the start of digital content delivery. Our goal is to provide a fair, transparent, globally applicable, and legally compliant solution.