Money Back Guarantee & Refund PolicyUpdated 7 months ago
100% Money Back Guarantee
What Does This Mean?
We always put our customers first in everything we do. We're here for you and will listen to your feedback.
We promise:
- To honour our money-back guarantee if you've cooperated with us. We just want to understand what happened so we can improve our services.
- To always try to make things right. We value great customer experiences and will do our best to provide that for you.
Why Do You Offer a 100% Money-Back Guarantee?
Manufacturing issues and network problems can happen, and sometimes they can’t be resolved. That’s why we offer a money-back guarantee for all our customers, ensuring you're protected in case of faulty SIMs or eSIMs.
It's very important to us that our customers aren't left empty-handed.
However, to claim your money-back guarantee, we need your cooperation. This means:
- Contacting us while you're overseas, via WiFi if necessary, if your SIM or eSIM doesn't work.
- If you’re unable to reach us during your trip, make sure to take screenshots of the error messages and your APN settings so we can assist you when you return.
Refund Policy for eSIMs
Refund for Change of Plans
If your travel plans have changed and you no longer need your eSIM, we’re happy to offer a full refund.
Requirements for a Full Refund:
- The eSIM must have been purchased directly from Simify or SimsDirect website.
- The eSIM has not been activated.
- If the eSIM has already been activated or used, we will review your case to provide the best possible solution.
- The purchase must have been made within the last 6 months.
Refund for Device Compatibility Issues
If you purchased an eSIM and discovered that your device is incompatible or locked, we will gladly issue a full refund.
Requirements for a Full Refund:
- The eSIM has not been installed.
- No data from the plan has been used.
- The eSIM was purchased within the last 6 months.
- You must provide a screenshot or relevant information to verify the incompatibility or lock.
Refund for Connection Problems
If your eSIM isn’t working due to connection issues or unstable network conditions in the destination country, we may offer a full or partial refund depending on the situation.
Before Requesting a Refund:
- Please contact our Customer Support Team at [email protected] or through our chat to report the connection issue.
- Refund requests made after your trip may not be eligible.
- A partial or full refund may be issued based on the data used.
Situations Where a Refund is Not Guaranteed:
- You didn’t read the product details or expected different features.
Refund Policy for SIM Cards
Refund for Faulty SIM Cards
We offer a full refund if your SIM card is not working as expected, provided you have followed the necessary steps.
Requirements for a Full Refund:
- You must download our SIM Guide and follow the correct activation process.
- You must follow all the troubleshooting steps provided.
- If troubleshooting doesn’t work, contact our Customer Support Team via Live Chat, Facebook, or email at [email protected] for assistance.
Refund for Change of Plans
If your travel plans have changed and you no longer need your eSIM, we’re happy to offer a full refund.
Requirements for a Full Refund:
- The SIM must have been purchased directly from SimsDirect website.
- The SIM has not been activated.
- You may need to send the SIM back to us.
- The purchase must have been made within the last 6 months.
Situations Where a Refund is Not Guaranteed:
- Your device is locked or incompatible with the SIM.
- You lose your SIM or phone.
- You activated the SIM too early, and the activation period expired before your trip ended.
- You used up all your purchased data.
- You forgot to change the activation date, and it has already passed.
- You change your mind or no longer need the SIM.
- You didn’t read the product details or expected different features.
How to Request a Refund
To request a refund for your eSIM or SIM card, please contact us and provide the following information:
- Your order number and the SIM/eSIM details.
- Your current location.
- The phone model and confirmation that it is unlocked.
- Screenshots of your APN and Network Settings and your data balance.
- A description of the issue you are experiencing.