Refund & Cancellation Policy

1. General Refund Policy

All eSIM purchases are considered final once the QR code has been delivered, as activation details are unique and non-revocable.

However, we recognize that unexpected situations can occur. Refunds may be considered on a case-by-case basis where the issue is verified and falls within the eligibility criteria below.

2. Eligible for Refund

You may be eligible for a full or partial refund if one of the following applies and we are able to verify the circumstances:

• The eSIM was not activated within 7 days of purchase and there is no record of data usage.
• Verified technical issues prevented activation despite following provided instructions (and the device is eSIM-compatible and network-unlocked).
• You made a duplicate purchase in error.
• The service was not available in the advertised coverage area, despite being configured correctly and used in a supported device.
• You cancelled the order within 24 hours of purchase, before the eSIM QR code was activated.

Approval of a refund is not automatic and remains at our reasonable discretion based on the facts of each case.

3. Not Eligible for Refund

Refunds will generally not be issued under the following circumstances:

• The eSIM has been activated or partially used.
• You changed or cancelled travel plans after the eSIM was activated.
• The device is not eSIM-compatible or is locked to another carrier.
• You did not follow the provided installation or configuration instructions.
• Connectivity issues occur in remote or rural regions with limited coverage, or due to local carrier constraints.
• Remaining or unused data after plan expiration.

4. Refund Request Process

To request a refund:

1. Contact [email protected] within 7 days of purchase.
2. Include your order number and a detailed description of the issue.
3. Attach relevant screenshots, error messages, or proof of non-activation if applicable.

Refund requests are typically reviewed within 5–7 business days. If approved, funds are returned to your original payment method within 10 business days, subject to your bank or card issuer’s processing times.

5. Cancellation Policy

• Before Activation: Orders cancelled within 24 hours of purchase may be eligible for a full refund if the eSIM has not been activated.
• After Activation: Once activation occurs, the eSIM is considered used, and refunds or cancellations are generally no longer possible.

6. Alternatives to Refund

Where a refund is not applicable, we may, at our discretion, offer:

• Plan upgrade with credit toward a higher data plan.
• Validity extension in certain cases.
• Device transfer (before activation, if technically supported).
• Store credit applicable to future purchases.

7. Technical Support Before Refund

Our support team is available to assist before any refund is processed. Many common issues (e.g. installation errors, QR scan failures, missing mobile data settings) can be resolved quickly with guidance.

We strongly encourage you to contact support first for troubleshooting and resolution before requesting a refund.

8. Payment Disputes

If you initiate a payment dispute or chargeback with your bank or card issuer without contacting us first, we reserve the right to temporarily suspend your account and any active eSIMs associated with it while the matter is under review.

Our goal is to resolve all legitimate refund or service issues directly and promptly whenever possible.

9. Force Majeure

simBalkans is not liable for disruptions or service failures caused by events beyond our reasonable control, including natural disasters, regional conflicts, government actions, large-scale network outages, or other force majeure events.

10. Contact Information

For refund requests or questions, please contact: