If you're not happy with your eSIM from us, let us know.
Our eSIMs usually work great, but if there’s a problem and it doesn’t connect, we might be able to give you some money back.
There are some rules about this, so please read below to see how it works.
All this applies to eSIMs bought from our website, simvity.com.
When you buy an eSIM from us, we send you an email with a QR code to start using it. Once we send this out, we can’t take it back or stop anyone from using it. So, we can only give refunds in certain cases.
When you can get a refund:
If there’s a problem with our eSIM because of us or the network it’s supposed to connect to, we can talk about giving you a full or partial refund.
Before we do a refund, we need you to email our support team at contact.simvity@google.com and tell us what went wrong.
We also need some details and pictures to help us figure out the problem.
Our team is here to help all the time and we usually get back to you really fast.
If we can’t fix the connection issue, we’ll refund you. If the eSIM didn’t connect at all, we’ll give you back your money but keep a little bit for the trouble. If it connected for a while but then stopped, we’ll give you some money back for the time it didn’t work.
We keep a small fee for the refund process.
When you won't get a refund:
- If you gave us the wrong email when you bought the eSIM, we can't give you a refund. We can send the eSIM to another email, but if the wrong email uses it, we can’t give the money back.
- No refund if your phone doesn’t work with eSIMs or if it’s locked. We list phones that work with eSIMs on our site. You can always ask us if you’re not sure.
- No refund if you just change your mind or don’t need the eSIM anymore.
- We don't give refunds for reasons not listed here.
How to ask for a refund:
Just email us at contact.simvity@google.com.
If you’re having trouble with your eSIM connection, tell us right away. We'll check to make sure your eSIM is set up right. If it still doesn’t work, we’ll start the refund for you.
How you’ll get your refund:
We’ll put the money back the same way you paid. Or, if you prefer, we can give you store credit to buy something else from us later.
If you need more help, talk to us in our online chat or email us at contact.simvity@google.com.