Refund Policy

1Our Refund Commitment

SimpleConnect sells digital travel products, so our refund rules are designed to be fair to both sides: generous enough that you can buy without worry, and clear enough that we can keep prices low. In short, unused eSIMs are refundable within 30 days of purchase, and once a plan is activated or used it becomes non-refundable. This condition is shown on every product page before you pay.

2The 30-Day Window

The refund window runs for 30 calendar days from the date of purchase, not from your travel date. Within that period, a plan that has never been installed or connected to a network can be refunded in full. After 30 days, or once the eSIM shows as activated on our system, the plan is no longer eligible.

Because most plans can be installed before you travel without starting the validity clock, you can order early, keep the refund option open, and only lose it when you actually activate or use the data.

3What Qualifies for a Refund

A refund request is approved when one of these applies:

• the eSIM is unused and unactivated and the request arrives within 30 days;
• we cannot provision or deliver a working eSIM because of a problem on our side;
• you ordered the wrong plan or destination and contact us before activating it;
• you were charged for an order we later cancelled or refused.

4What Does Not Qualify

To keep prepaid pricing honest, the following are not refundable:

• plans that have been activated or used, in whole or in part;
• requests made after the 30-day window has closed;
• top-ups or extra data already consumed on a functioning plan;
• reduced speeds or coverage that match what the product page described;
• personal change of plans once your eSIM validity has started.

5Faulty or Undelivered eSIMs

If your delivery email never arrives, the QR code does not work, or the plan cannot connect through no fault of yours, tell us and we will make it right. Where we can, we first offer a replacement eSIM profile. If a replacement is not possible, you receive a full refund for the affected plan. This applies regardless of whether the original plan was briefly activated while you were trying to get it working.

6How to Request a Refund

Refund requests are handled through the contact form on this Website. To speed things up, choose the "Refund request" topic and include:

• your order reference, which looks like SC-YYYYMMDD-XXXX and appears in your delivery email;
• the email address used at checkout;
• a short note on why you are requesting the refund.

Please do not send card numbers, PayPal passwords, or other payment credentials — we already have the order details needed to process a refund on our side.

7Review and Decision

We acknowledge every request and review it against this policy, normally within one business day. If we need to check the activation status of your eSIM with a network partner, that verification can take a little longer, and we will keep you informed. Once approved, we trigger the refund straight away and confirm it to you by email.

8How Refunds Are Paid

Approved refunds are returned to the original PayPal payment method used at checkout. We do not issue refunds to bank accounts, gift cards, or alternative wallets, because we never held your card details in the first place — PayPal did.

After we release a refund, the time it takes to appear depends on PayPal and your bank or card issuer and is typically 3 to 10 business days. The amount refunded matches what you paid for the affected plan in US dollars, including any tax we collected on it.

9Partial Use and Top-ups

A plan that has been used even once is treated as consumed and is not refundable, and top-ups added to a working plan follow the same rule. If you bought two separate plans and only used one, the unused plan can still be refunded on its own within the 30-day window.

10Exchanges and Plan Changes

If you realize you need a different destination, allowance, or validity period and your eSIM is still unused, contact us before activating it. Where possible we will swap your plan or guide you through buying the right one, and any price difference is settled through PayPal. Once a plan is activated, it cannot be exchanged.

11Chargebacks and PayPal Disputes

We would always rather solve a problem directly with you. If you believe a charge is wrong, contact us first — most issues are resolved within one business day. You keep your right to raise a dispute through PayPal's resolution center, and nothing in this policy limits that right. Filing a dispute while a refund request is already being handled can delay the outcome for everyone.

12Cancelled and Refused Orders

If we cancel or refuse an order after payment — for example due to a pricing error, an availability problem, or a failed fraud check — you are charged nothing or refunded in full automatically. No action is needed from you in these cases beyond waiting for the PayPal credit.

13Special Circumstances

Travel does not always go to plan. If a destination becomes unusable because of a network outage on our partner's side, or a sudden regulatory change blocks the service we sold, we will offer a replacement, a credit, or a refund as fairness requires. These situations are assessed individually, and we aim to treat every customer the way we would want to be treated abroad.

14Related Policies and Your Rights

This Refund Policy forms part of our Terms of Service and works alongside our Privacy Policy and Delivery Policy. Nothing here removes your statutory rights as a consumer under the law of your country of residence, including any longer withdrawal period that mandatory local rules may give you.