Refund Policy

Eligibility for Refunds

You may request a full refund within 7 days of purchase if you have not installed, activated, or used your eSIM. If you chose the wrong country or bought a plan without SMS and voice when you wanted a phone number, we do not pay cash refunds; see the sections below for exchanges. Once an eSIM QR code has been scanned or installed on a device, or any data has been used, it is no longer eligible for a refund—even a single megabyte (1 MB) counts as use and means the eSIM is treated as activated. eSIM activation codes are single-use digital products and cannot be resold once installed.

Device Incompatibility

If you purchased an eSIM but discover your device is not compatible or carrier-unlocked, you may be eligible for a full refund provided you have not installed or activated the eSIM. Please verify device compatibility using our compatibility checker before making a purchase to avoid this situation.

Technical Issues

If you experience technical issues that prevent you from using your eSIM (such as installation errors, activation failures, or network connectivity problems), please contact our support team immediately. We will work with you to troubleshoot and resolve the issue. If we are unable to resolve the issue within 48 hours and it is determined to be a fault on our end, you may be eligible for a full refund or replacement eSIM.

Wrong Country or Destination

Each eSIM works only for the country or region named on the product. You are responsible for choosing the correct destination before you buy.

If you ordered an eSIM for the wrong country, we do not give a money refund. We may offer an exchange to a plan for a different country you need, only if the eSIM has not been installed or activated. Exchanges are for a plan of the same price or a lower price only—we do not give you a higher-priced eSIM as part of an exchange.

For other accidental purchases (not wrong country), you may request an exchange or refund within 24 hours of purchase, provided the eSIM has not been installed or activated. After 24 hours or once installed or used, the purchase is final.

How to Request a Refund

To request a refund, please contact our support team at [email protected] with the following information:

• Your order number or purchase confirmation email
• Reason for the refund request
• Confirmation that the eSIM has not been installed or activated

Our team will review your request and respond within 1-2 business days. Approved refunds are usually issued as Simless.pk wallet credit in USD, so you can immediately use the credited balance toward another eSIM purchase. Refunds back to the original payment method are handled only in exceptional cases, where supported by the payment provider and approved by support. Card refunds, when approved, typically take 5-7 business days after processing.

Phone Number, SMS, and Voice Plans

A phone number with SMS and voice is not included on every plan. Right now, only some packages for the UK, USA, and certain Global plans include this. Those plans appear when you select the "Data + Voice + SMS" tab. For every package that includes SMS and voice, we clearly show that on the site before you buy. Not all destinations or data-only plans include a number.

If you bought a plan that does not include SMS and voice but you expected a phone number, we do not issue a refund. We may offer an exchange to a Global (or other eligible) plan that includes SMS and voice, if one is available and your eSIM has not been activated, using the same exchange rules as elsewhere on this page (same price or lower only; no automatic upgrade to a higher-priced plan).

Non-Refundable Items

The following are not eligible for refunds:

• Installed or activated eSIMs
• eSIMs with any data usage, no matter how small (including 1 MB)
• Partially used data plans
• eSIMs purchased more than 30 days ago
• eSIMs purchased at a promotional or discounted price (unless stated otherwise in the promotion terms)
• eSIM plans that have expired due to validity period passing
• Cash refunds when you ordered the wrong country—we may offer an exchange instead, as described under Wrong Country or Destination
• Cash refunds when you expected a phone number or SMS and voice but bought a plan that does not include them—we may offer an exchange to an eligible plan instead

Refund Method and Processing Time

Most approved refunds are issued to your Simless.pk wallet as USD account credit. Wallet credits are usually available faster than card refunds and can be used to buy another eSIM on Simless.pk. Refunds to the original payment method may be offered only in exceptional cases at our discretion and where the payment provider supports it. Credit/debit card refunds, when approved, typically appear within 5-10 business days depending on your bank or card issuer.

Chargebacks and Disputes

If you initiate a chargeback or payment dispute with your bank or card issuer before contacting us, your account may be suspended pending resolution. We encourage you to contact our support team first to resolve any issues, as chargebacks incur fees and processing costs.

Exceptions and Special Cases

We reserve the right to make exceptions to this refund policy on a case-by-case basis for extenuating circumstances. Any exceptions will be at our sole discretion and do not set precedent for future refunds.