Refund Policy
Last updated: 25 July 2026
Every SimJu eSIM comes with a 30-day money-back guarantee. If something goes wrong before you use your plan, we will put it right or give you your money back. This page explains exactly when a refund applies, when it does not, and how to ask for one. It covers every plan we sell: single-country, regional and global.
The golden rule: unused means refundable
If your eSIM has not been installed, or it is installed but has used no data at all, you can have a full refund within 30 days of purchase. Your plan only starts when it first connects to a network at your destination, so an eSIM sitting in your inbox or on your phone unused is always refundable inside that window. No forms, no awkward questions.
When we can't refund
Once your eSIM has used any data at all, even a small amount, the plan is considered consumed and cannot be refunded. Consumed data cannot be resold or restored, and to be completely clear, this applies even if you have used just 1% of your allowance.
We also cannot refund in these situations:
- Your plan's validity period has expired, whether or not you used the data.
- Your plan worked as described and you changed your mind after using it.
- More than 30 days have passed since your purchase.
Device compatibility
Most phones released from 2019 onwards support eSIM, but your handset also needs to be unlocked. If your device turns out to be incompatible or network-locked, and your eSIM is uninstalled and unused, you will get a full refund. We would rather save you the bother in the first place, so if you are unsure, ask our support team to check your model before you buy. They are available around the clock.
Connection problems
If you cannot get online at your destination, contact support first. Real humans are on hand 24/7, and many connection problems can be resolved with a quick settings change. If we cannot get you connected and your data remains unused, we will refund you in full. We ask you to come to us first simply because the fix is usually fast, and it means you keep your plan for the rest of your trip.
Billing errors
Mistakes on our side are always ours to fix. If you have been charged twice for the same order, or charged an amount you did not agree to, we will refund the duplicate or incorrect charge in full, every time. This applies whether or not the eSIM has been used.
How to request a refund
Email support@simju.com with your order number and a short note on what happened. That is all we need to get started.
- We reply within 24 hours, day or night.
- Approved refunds go back to your original payment method.
- The money typically arrives within 5 to 10 business days, depending on your bank.
You do not need an account with us to request a refund, just the order number from your confirmation email.
Your statutory rights
Nothing in this policy affects your rights under UK consumer law. Any remedies you are entitled to under the Consumer Rights Act 2015 or other applicable legislation sit alongside this policy and are not limited by it.