Refund Policy

Simbye Refund Policy

Effective date: 28.04.2026
Last updated: 15.09.2026

At a glance

Can I get a refund if my eSIM does not work?

Yes, you can get a refund if your eSIM does not work because of a problem caused by Simbye or the network provider, even if the eSIM is already installed. After we have checked the problem, the refund is partial or full, depending on the case. Problems caused by an incompatible or locked device, local eSIM restrictions or an installation the customer refuses to correct are excluded (see 2.1).

Can I get a refund for an eSIM I have not used?

Yes, you can get a full refund for an eSIM you have not installed, activated or used, if you request it within 30 days of the date of purchase (see 2.2).

Can I get a refund for a virtual phone number?

Yes, you can get a refund for a virtual phone number if it does not work because of a problem caused by Simbye or the number provider. If no SMS message has been received on the number yet, you get a full refund when you request it within 30 days of the date of purchase (see 4).

How do I request a refund?

To request a refund, email support@simbye.com with your order number and a short description of the problem. Refund requests are accepted for up to 180 days from the date of purchase.

How long does a refund take?

A refund usually takes 5–10 business days to reach your original payment method, depending on your bank or payment provider. PayPal refunds usually arrive within 24–48 hours.

1. Refund period

  • Refund requests are accepted for up to 180 days from the date of purchase. Requests for an eSIM that has not been installed or used must be made within 30 days (see 2.2).
  • Refund requests must be sent in writing by email to support@simbye.com with your order number.

2. eSIM plans (including Build Your Own eSIM)

2.1 eSIM not working – connection problems

  • If your eSIM does not work because of a connection problem caused by Simbye or the network provider, you can request a partial or full refund, even if the eSIM is already installed or activated.
  • Please contact our support team with a detailed description of the problem, including screenshots, the affected location and the time of the connection failure. We may ask you to try additional troubleshooting steps before issuing a refund.
  • Refunds are not granted for problems caused by:
    • incompatible or carrier-locked devices,
    • local regulatory restrictions or eSIM blocks (for example country-specific rules for tourist eSIMs),
    • incorrect installation or APN settings that the customer refuses to correct,
    • force majeure events outside our control.

2.2 eSIM not installed or used

  • A full refund is possible if the eSIM has not been installed or activated and no data has been used.
  • The request must be made within 30 days of the date of purchase.

2.3 eSIM already used

  • Once an eSIM has been activated and data has been used, a refund is generally not possible, except in cases of a verified network failure (see 2.1).

3. Top-ups

  • Top-ups added to an existing eSIM are non-refundable once they have been applied to the eSIM, because they are provisioned to the network immediately.
  • If a top-up was charged but never applied to your eSIM because of a technical error, please contact support for a full refund.

4. Virtual phone numbers (US and UK)

  • If your virtual phone number does not work because of a problem caused by Simbye or the number provider, for example because SMS messages or calls do not arrive, you can request a partial or full refund. We may ask you to try additional troubleshooting steps before issuing a refund.
  • A full refund is possible if no SMS message has been received on the number yet. The request must be made within 30 days of the date of purchase.
  • Once an SMS message has been received on the number, for example a verification code, a refund is generally not possible, except in cases of a verified technical failure.
  • If a number could not be provided for technical reasons, you automatically receive a full refund.
  • Auto-renewal can be turned off in the app at any time. We recommend turning it off at least 24 hours before the number expires.

5. Simbye Wallet

  • Wallet top-ups are not refundable in cash, but they remain available for any future purchase on Simbye and do not expire.
  • Cashback and referral rewards credited to the Wallet are not refundable in cash and can only be used to buy Simbye products.

6. Fraudulent or disputed transactions

Refunds are not issued for orders flagged as fraudulent or linked to chargeback abuse. If you believe a charge on your card is unauthorised, please contact us first before opening a chargeback, so that we can resolve the issue quickly.

7. Refund processing time

  • Approved refunds are paid back to the original payment method.
  • Processing usually takes 5–10 business days, depending on your bank or payment provider.
  • PayPal refunds usually arrive within 24–48 hours.

8. Contact

To request a refund or ask a question about this policy, email support@simbye.com with your order number and a short description of your request.

Simbye LLC
30 N Gould St Ste R, Sheridan, WY 82801, USA