Refund Policy

This policy explains when an order is refunded and how. It is part of our Terms of Use. Refunds are paid to your SIMAREA Balance in US dollars, where you can spend them straight away, unless this policy says otherwise.

1. Virtual Numbers

• If we cannot set up the number after you pay, you get a full refund automatically.
• A number rented for all services can be canceled for a full refund shortly after you rent it, while it has received no SMS, as long as the provider still accepts the cancellation. The window is short, at most two hours and sometimes less. A number rented for one specific service cannot be canceled.
• After that window, or once the number has received an SMS, the rental is not refundable. A term that runs to its end is not refunded, because you had the number for all of it.
• If a number stops working during its term for reasons on the provider's side, contact us. We will replace it or refund the unused part of the term.
• Renewals follow the same rules as a new rental.

2. eSIM Data Plans

• If we cannot deliver the eSIM after you pay, you get a full refund automatically.
• An eSIM that has not been installed and has not connected to a network can be refunded on request within 30 days of purchase.
• Once an eSIM is installed or has used data, it is not refundable. This includes when the device turns out to be incompatible or locked, so please check your device before you buy.
• If an installed eSIM does not work on any supported network in its destination, contact us within the plan's validity. We will help you fix it, and if it cannot be fixed because of the network or the eSIM, we will refund it.
• For a multi-eSIM order, each eSIM is refunded at the price you paid for it, after the multi-eSIM discount.

3. Balance top-ups

• A top-up is a prepayment for our products, and your Balance does not expire.
• Unused Balance is not refundable as cash, except where the law requires it or a top-up was made by mistake. In those cases, contact us within 14 days of the top-up: we refund what has not been spent through the method you paid with, minus network and payment fees.
• A crypto payment that arrives below the invoice amount, in the wrong coin or after the invoice expired is not credited automatically. Contact us with the transaction ID and we will credit or return it.

4. Rewards

Cashback in your Bonus balance is not refundable or withdrawable. When an order is refunded, no reward is paid on it, and once a reward has been paid on an order, that order can no longer be refunded.

5. How to ask for a refund

Automatic refunds need nothing from you. For anything else, email [email protected] from your account's email address with the order number and what happened. Support replies around the clock, 24/7.

6. Chargebacks

Please contact us before opening a dispute with your bank or payment provider: most problems are solved faster that way. If a payment is charged back after we credited it, we may deduct it from your Balance and suspend the account until it is settled.