1. Digital Product Notice
eSIM products sold through simtoken.com are digital products delivered electronically.
2. Eligible Refunds
A refund may be granted where:
- The eSIM has not been activated
- The QR code or activation credentials have not been used
- A verified technical issue prevents service delivery
- A duplicate payment occurred
- An incorrect product was delivered due to our error
3. Non-Refundable Situations
Refunds will generally not be issued where:
- The eSIM has been activated
- Data usage has started
- The customer's device is not eSIM compatible
- The customer's device is carrier locked
- The customer purchased an incorrect package
- The customer no longer requires the service after delivery
- Service quality is affected by local network conditions
- The customer failed to follow installation instructions
4. Device Compatibility
Customers are responsible for verifying device compatibility before purchase.
No refund is guaranteed for incompatible or carrier-locked devices.
5. Technical Issues
Customers experiencing service issues should contact contact@simtoken.com and provide:
- Order number
- Purchase email address
- Device model
- Description of the issue
- Screenshots where applicable
6. Refund Requests
Refund requests should be submitted within fourteen (14) days of purchase.
7. Processing Time
Approved refunds are generally processed within five (5) to ten (10) business days.
Actual receipt of funds depends on the payment provider and financial institution.
8. Fees
Where permitted by law, payment processing fees, banking fees, currency conversion fees, and blockchain transaction fees may be non-refundable.