Refund Policy

Last Updated: January 2025

1. Overview

At Simlio, we strive to provide excellent service and ensure customer satisfaction. This Refund Policy outlines the circumstances under which refunds may be issued for purchases made through our mobile application. All purchases are processed through Apple App Store (iOS) or Google Play Store (Android), and refunds are subject to their respective policies and our terms outlined below.

2. Refund Eligibility

You may be eligible for a refund of purchased credits under the following circumstances:

  • eSIM Not Received: If you purchased credits and did not receive the eSIM plan you purchased, you may request a refund of the credits used for that purchase
  • Technical Failure: If a technical issue on our end prevented you from receiving or activating your eSIM, you may be eligible for a refund
  • Duplicate Purchase: If you were charged multiple times for the same purchase due to a system error
  • Unauthorized Purchase: If a purchase was made without your authorization (subject to verification)

Refunds will only be issued for the credits used in the purchase. If you have already used the eSIM or consumed data from the plan, you are not eligible for a refund.

3. Refund Request Process

To request a refund:

  1. Contact our support team at support@simlio.app within 14 days of your purchase
  2. Provide the following information:
    • Transaction ID or purchase receipt
    • Device identifier or user ID
    • Description of the issue
    • Screenshots or evidence if applicable
  3. Our team will review your request within 5-7 business days
  4. If approved, the refund will be processed through the original payment method

Please note that refund requests are evaluated on a case-by-case basis, and approval is not guaranteed.

4. Non-Refundable Items

The following are not eligible for refunds:

  • Credits that have been used to purchase and successfully receive an eSIM plan
  • eSIM plans that have been activated and are in use
  • Data that has been consumed from an activated eSIM plan
  • Purchases made more than 14 days ago (unless required by law)
  • Refunds requested due to change of mind or dissatisfaction with service quality (if the service was delivered as described)
  • Credits purchased but not yet used (credits do not expire and can be used for future purchases)

Additionally, refunds for purchases made through Apple App Store or Google Play Store may be subject to their respective refund policies, which may differ from ours.

5. Refund Processing Time

Once your refund request is approved:

  • Refunds will be processed within 5-10 business days
  • The refund will be credited to your original payment method
  • Processing times may vary depending on your payment provider
  • You will receive a confirmation email once the refund is processed

Please note that it may take additional time for the refund to appear in your account, depending on your bank or payment provider's processing times.

6. Contact Us

If you have any questions about this Refund Policy or need to request a refund, please contact us at:

Email: support@simlio.app

Please include your transaction details and a clear description of your issue. We aim to respond to all refund requests within 48 hours during business days.