Simbye Refund Policy
Effective Date: 28.04.2026
Last Updated: 28.04.2026
At Simbye, we strive to provide you with an excellent experience and reliable mobile connectivity. We understand, however, that there are situations in which a refund may be appropriate. This Refund Policy outlines the conditions under which refunds are granted for our different products and services.
1. Refund Period
- Refund requests are accepted for up to 180 days from the date of purchase.
- Refund requests must be submitted in writing via email to social@simbye.com with your order number.
2. eSIM Plans (incl. Build Your Own eSIM)
2.1 Unactivated eSIMs
- A full refund is possible if the eSIM has not been installed or activated and no data has been used.
- Requests must be submitted within 30 days from the date of purchase.
2.2 Activated eSIMs — Connection Issues
- If you experience connection problems caused by Simbye or the network provider, you may request a partial or full refund.
- Please contact our support team and provide a detailed description of the issue, including screenshots, the affected location, and the time of the connection failure. We may request additional troubleshooting steps before issuing a refund.
- Refunds are not granted for issues caused by:
- incompatible or carrier-locked devices,
- local regulatory restrictions or eSIM blocks (e.g. country-specific tourist eSIM regulations),
- incorrect installation or APN configuration that the customer refuses to correct,
- force-majeure events outside our control.
2.3 Used eSIMs
- Once an eSIM has been activated and data has been consumed, refunds are generally not possible, except in cases of verified network failure (see 2.2).
3. Top-Up Purchases
Top-ups added to an existing eSIM are non-refundable once they have been applied to the eSIM, as they are immediately provisioned to the underlying network. If a top-up was charged but never applied to your eSIM due to a technical error, please contact support for a full refund.
4. US Virtual Phone Numbers
- Virtual phone numbers (currently 14.99 EUR / 14.99 USD per 30 days) are non-refundable once the number has been allocated to your account, as the number is reserved exclusively for you for the entire validity period.
- If a number could not be provisioned for technical reasons, you will receive a full refund automatically.
- Auto-renewal can be turned off at any time in the App. We recommend disabling auto-renewal at least 24 hours before expiry.
5. Simbye Wallet
- Wallet top-ups are non-refundable in cash but remain available for any future purchase on Simbye and do not expire.
- Cashback and Referral rewards credited to the Wallet are non-refundable in cash and may only be used to purchase Simbye products.
6. Free Trial / 100MB Free eSIM
The 100MB free eSIM is provided at no cost (one per device). As no payment is made, no refunds apply.
7. Fraudulent or Disputed Transactions
Refunds will not be issued for orders flagged as fraudulent or related to chargeback abuse. If you believe a charge on your card is unauthorized, please contact us first before opening a chargeback so we can resolve the issue quickly.
8. Refund Processing Time
- Approved refunds are processed back to the original payment method.
- Processing typically takes 5–10 business days, depending on your bank or payment provider.
- For PayPal refunds, funds are usually returned within 24–48 hours.
9. Contact
To request a refund or ask questions about this policy, please email us at social@simbye.com with your order number and a brief description of your request.
Simbye Ltd
71-75 Shelton Street, Covent Garden
London, WC2H 9JQ, United Kingdom