Refund Policy

1. Overview

SimTrekGo provides digital eSIM products, not physical SIM cards. Once eSIM credentials such as a QR code, LPA or activation code have been generated or delivered, they cannot be returned in the same way as a physical product. Change-of-mind refunds therefore become limited after issuance, but verified technical or service failures may still be reviewed.

This policy does not limit consumer rights that apply under applicable law.

2. Before Your eSIM Is Issued

If payment has succeeded but your eSIM credentials have not yet been issued or delivered, contact support@simtrekgo.com or use the Contact page as soon as possible to request cancellation or a refund.

Whether cancellation is possible depends on the order’s processing status. If processing has already entered an irreversible purchase or issuance stage, cancellation may no longer be available. Sending a request does not guarantee that cancellation will succeed.

3. After Your eSIM Is Issued

Once a QR code, LPA or activation code, ICCID, or other installation credential has been issued or delivered, refund options are more limited.

Change of mind or cancelled travel

If you change your mind, cancel your trip or no longer need the eSIM after it has been issued, a refund is generally not available.

Wrong destination, data, validity or plan type

If you selected the wrong country, region, data allowance, validity period or plan type, a refund is generally not available after issuance. If the eSIM has not yet been issued, request a review under Section 2.

Device incompatibility or carrier lock

You are responsible for checking that your device supports eSIM and is carrier-unlocked where required. When compatibility requirements were correctly disclosed, incompatibility or a carrier lock is generally not a refund reason. If the product information was materially incorrect, contact support for review.

Genuine service or technical failure

An issued eSIM may still be reviewed if it cannot be installed, its QR or activation information is invalid, it cannot be activated, it materially fails to provide the purchased service, or there is a verified provisioning or fulfillment failure.

4. Technical Problems and Troubleshooting

Contact support@simtrekgo.com or use the Contact page before deleting the eSIM or repeatedly changing device settings. We may ask for:

• your order number and purchase email;
• your device model and carrier-lock status;
• screenshots and the exact error message;
• the network or activation status; and
• the troubleshooting steps already attempted.

We may ask you to complete reasonable troubleshooting using the Installation Guide. If the eSIM itself cannot be used, the delivered service is materially different from what was purchased, or provisioning or fulfillment failed and there is no reasonable workaround, SimTrekGo may offer a replacement or alternative eSIM where available, or approve a refund. The appropriate remedy depends on the verified circumstances and is not guaranteed in advance.

5. Situations Where Refunds Are Generally Not Available

Subject to applicable consumer rights, a refund is generally not available when:

• the eSIM was correctly installed, activated or used and the purchased service is functioning;
• you changed your mind, changed or cancelled your trip, or no longer need the eSIM;
• you selected the wrong destination, plan, data allowance, validity period or plan type;
• your device does not support eSIM or is carrier-locked and the compatibility requirements were correctly disclosed;
• you did not follow the installation instructions or did not contact support before taking steps that prevent reasonable troubleshooting;
• the issue is a normal variation in local coverage, congestion, speed, roaming availability or temporary network conditions while the plan remains usable;
• the issue is caused by a VPN, device setting or personal network environment rather than the eSIM service; or
• a substantial portion of the plan’s data has already been used.

Each request is reviewed on its own evidence and circumstances.

6. Duplicate or Accidental Purchases

If you accidentally place a duplicate order or appear to be charged more than once for the same transaction, contact support promptly. SimTrekGo will review the relevant order and payment records.

An unused or unissued duplicate is more likely to be eligible for a remedy. If the duplicate eSIM has already been issued, activated or used, refund options may be limited. A confirmed duplicate payment charge may be refunded as appropriate after review.

7. How to Request a Refund

Email support@simtrekgo.com or choose Refund request on the Contact page. Where available, include:

• your order number;
• the email address used for the purchase;
• the destination and plan;
• a short explanation of the request; and
• relevant screenshots or error messages.

Do not send passwords, your complete payment card number or complete eSIM activation credentials.

8. Approved Refunds

If a refund is approved, it will generally be returned to the original payment method. The time it takes to appear in your account depends on your payment provider or card issuer; SimTrekGo does not promise a fixed arrival time.

A resolution may be a full refund, a partial refund or a refund limited to the affected eSIM in a multi-eSIM order. The decision depends on the verified issue, fulfillment state and any use of the service. No fixed refund amount or percentage is promised.

9. Fraud, Abuse and Payment Disputes

If you believe there is a payment error or service problem, contact support@simtrekgo.com first where practical so it can be investigated. This does not remove any right you may have to raise a payment dispute with your card issuer.

If SimTrekGo reasonably suspects fraudulent use, an unauthorized payment or abusive refund activity, processing may be paused while the relevant order, payment and service records are reviewed.

10. Applicable Consumer Rights

Nothing in this Refund Policy is intended to limit any non-waivable consumer rights available under applicable law.