Simoo Refund and Replacement Policy

Last updated: 6 October 2026

Because an eSIM is a digital product that is provisioned specifically for you and can be copied or activated the moment it is delivered, all sales are final once a QR code / eSIM profile has been issued, except as set out below.

We will provide a replacement or a full refund if, and only if:

• the eSIM profile Simoo delivered to you was defective, corrupted, or otherwise never installable due to an error on Simoo's or the Vendor's side, and
• you contact support@simoo.store within 7 days of purchase, and
• you have not already installed and successfully connected the eSIM to a network.

We will investigate every claim in good faith, and may ask you to confirm your device model and installation steps taken so we can diagnose the issue. Refunds, once approved, are issued to your original payment method and may take up to 14 business days to appear, depending on your bank or card issuer.

We do not offer refunds or replacements for:

• a device that is locked, not eSIM-compatible, or otherwise unable to run the eSIM (see §3 of the Terms of Service);
• unused data remaining on an activated or expired plan;
• data speed, coverage, or network quality in a particular location, since these are outside our control;
• change of mind after the eSIM has been installed or activated;
• failure to use the plan within its validity window.

If you never received your eSIM at all (no email, nothing in "My eSIMs") within a reasonable time of a confirmed payment, contact us — this is treated as a delivery failure, not a change-of-mind request, and is eligible for a full refund or reissue regardless of the 7-day window.