Refund policy
We stand behind every plan. If something goes wrong, we'll make it right.
Before activation — Full refund
If your eSIM has not been activated (never connected to a network), you can request a full refund within 30 days of purchase. No questions asked.
An eSIM is "activated" when your phone connects to a mobile network at your destination using the SimJu line.
After activation — Partial refund
For plans of 7 days or longer, we refund unused full days. For example: if you bought a 30-day plan and stopped using it after 10 days, we refund 20 days of remaining credit.
Plans shorter than 7 days and 1 GB plans are non-refundable once activated.
Technical issues — Always covered
If you experienced a technical failure on our end (no data despite being in a covered area, QR code not working, etc.) we will always issue a full refund or replacement regardless of activation status.
How to request a refund
- Email support@simju.com with the subject line "Refund Request".
- Include your order number (found in your purchase confirmation email).
- Briefly describe the reason for the refund.
- We'll confirm within 2 hours and process the refund within 3–5 business days to your original payment method.
Common questions
I accidentally activated my eSIM — can I still get a refund?
If you activated the plan but haven't used any data, email us as soon as possible. We review these case-by-case and will typically issue a full refund if data usage is 0 MB.
How long until I see the refund in my account?
After we confirm the refund, it takes 3–5 business days to appear on your card or payment method. Some banks take up to 10 days. If you haven't seen it after 10 business days, contact your bank first, then email us.
My plan didn't work in a country that's listed as covered. What do I get?
If you experienced a verified service outage or the country you traveled to showed no coverage, you're entitled to a full refund. Send us your order number and travel dates and we'll resolve it promptly.