Refund Policy

This Refund Policy explains how refunds and billing adjustments are handled for eSIM data plans purchased on SimSwift, available at simswift.io (the “Service”). All plans are prepaid: there is no subscription and no automatic renewal. This policy forms part of, and should be read together with, our Terms of Use of our Services.

Refunds are available only where you purchased the Services directly from SimSwift. Where you purchased them from a third party, you must contact that third party in relation to any refund request.

If you are purchasing as a consumer, you have the legal right to withdraw unilaterally from your purchase within 14 days, without giving any reason. That right expires on the earlier of:

If you have activated the Services but are unable to use them because of an error or omission on our part, or because we have decided to retire the Service, we will either provide a replacement Service or refund an amount equal to the price of the Service you purchased in full, at your option. This is subject to the following:

Subject to your statutory rights (see section 12), you will have no right to a refund or replacement of the Services in any other situation. In particular, once an eSIM has been activated or any of its data has been used, it is not refundable, because the data allowance is allocated to your device and cannot be returned or resold.

eSIM plans require an unlocked, eSIM-compatible device for which you are the sole responsible user. Please check compatibility and coverage before you buy. Purchasing a plan for a device that does not support eSIM is not, by itself, a ground for a refund once the plan has been activated.

You can submit a refund request by email to support@simswift.io, through our contact form, or by phone on +359886360883 (Monday to Friday, 9:00–18:00 UK time). Please state your order number. Our support team may ask you for further information to support the request, such as screenshots of your device settings.

Where a refund is due to you, it is paid back to your original payment method. If you paid with SimSwift points, the refund is made in SimSwift points.

If you suspect that any unauthorised purchases have been made with your account, you must notify our support team immediately. We reserve the right to suspend any account associated with fraudulent activity. Whether a refund is payable is at our sole discretion.

If you believe you have been charged an incorrect amount for Services provided, please contact our support team within 30 days of incurring the charge, giving details of why you believe the invoiced amount is incorrect. We will then investigate. Whether a refund is payable is at our sole discretion.

Refunds are issued to the payment method used for the payment, to the extent technically possible, or in SimSwift points if you paid with points. We process approved refunds without undue delay and at the latest within 14 days of approving your request (for withdrawals: within 14 days of receiving your withdrawal notice). Depending on your bank or card issuer, it may take a further 5–10 business days for the credit to appear.

If you believe you have been charged in error, please contact us first. We reserve the right to suspend an account while a payment dispute initiated without prior contact is investigated. This does not limit your right to contact your card issuer. See also the section “Disputes and chargebacks” in our Terms of Use.

Nothing in this Refund Policy limits or excludes any right you may have under the mandatory consumer protection laws of your country of residence. Where those laws grant you a right that is broader than this policy, that right prevails.

We may update this Refund Policy from time to time to reflect changes to our services or to applicable law. The terms in force at the time of your purchase govern that purchase. The current version is always published on our website with the date of the last update.

For any question about this Refund Policy, or to submit a refund request, please contact us: