Refund Policy

This Refund Policy explains the conditions under which you may request a refund for eSIM products purchased through SimOn.

1. General Principle

Digital products (eSIM profiles) are non-refundable once the QR code has been generated and delivered to the customer, as they cannot be returned to the inventory.

2. Eligibility for Refunds

Refunds are possible only if the eSIM profile is technically defective and our support team confirms the issue cannot be resolved after reasonable troubleshooting.

Any request for a refund must be submitted within 14 days from the date of purchase. Requests submitted after this period will not be eligible.

3. Non-Refundable Cases

You are not eligible for a refund if:

• The QR code for the eSIM profile has already been generated and delivered and the service is technically functional;
• The 14-day period from the date of purchase has expired;
• Service quality is impacted by local network conditions, device incompatibility, or coverage limitations outside our direct control;
• Incorrect country, region, or data package was selected at the time of purchase.

4. How to Request a Refund

To request a refund for an eligible case, please contact our support team at help@simon.holiday with the email used for purchase, order ID, and a detailed description of the technical issue.

5. Processing Time

Once your request is approved, we will initiate the refund via the original payment method. Processing times may vary depending on your bank or payment provider.

6. Contact

If you have any questions about this Refund Policy or your eligibility, please contact us at help@simon.holiday.