Refund policy

General principle

SimGoFly undertakes to refund any Plan that could not be used due to a technical issue attributable to our services or our Provider (eSIMerge). Customer satisfaction is at the heart of our approach.

Right of withdrawal

In accordance with applicable law, you have a withdrawal period of fourteen (14) days from the date of your order to exercise your right of withdrawal without providing any reason.

However, your right of withdrawal is extinguished if the Plan has been activated or used before the end of the withdrawal period. Activation of the eSIM on a device is considered as use. We inform you of this clearly before you complete your order.

Technical issues

You may request a full refund in the following cases:

• The QR code or activation link does not work.
• The Plan cannot be activated despite following the instructions correctly.
• The Plan does not provide the data as described.
• The Plan was charged but never activated by the system.

How to request a refund

To request a refund, please contact us via the Contact page on the Site, providing:

We commit to responding to your request within 48 business hours.

Refund processing

Refunds are processed via AgentaOS, the payment provider. The amount is returned to the payment method used for the purchase.

Processing takes five (5) to ten (10) business days after the refund request is approved. The actual timeframe may vary depending on your bank.

Non-eligible cases

Refunds are not granted in the following cases:

• The Plan has been activated and used, even partially.
• The technical issue results from device incompatibility not verified by the Customer before purchase.
• The Customer provided incorrect activation information.
• The Plan was purchased more than 14 days ago and has not been activated (subject to Article 9 of the Terms).

Contact

For any questions about a refund, please contact us via the Contact page on the Site. We will do our best to resolve your issue as quickly as possible.