Withdrawal and refund Before you write.
When you buy, you agree that we provide the eSIM immediately. Once the QR code is with you, withdrawal is usually no longer possible. If something about the service is wrong, write to us.
In short
As a consumer you generally have 14 days for a withdrawal. Because the eSIM is provided right after purchase and you agree to that in the order review, this right ends when it is provided. You see the QR code on the Payment Successful page and in the email. If something is wrong, write to support@sim.do. We look at the case.
Your 14-day withdrawal
As a consumer you generally have 14 days to withdraw. The exact wording is in section 6 of the Terms.
If you want to withdraw, a clear email to support@sim.do is enough, for example with the sentence “I withdraw my purchase of …”. Simply not installing does not count as a withdrawal.
What you confirm in the order review
The eSIM is digital content. Once we provide it, withdrawal usually ends.
Before payment you confirm that we may start providing the eSIM before the 14 days end, and that your right of withdrawal ends with that. That is the usual rule for digital content. The wording is in the Terms, with the reference to Article 16(m) of the Consumer Rights Directive.
The eSIM is provided as soon as you have the QR code on the Payment Successful page or in the email. Not only when you use data for the first time on holiday.
After it is provided
Once the QR code is with you, a withdrawal is usually no longer possible. If the service does not match the plan, write to support@sim.do. We will find a solution.
If something is wrong
If the plan description is wrong, or the fault is on our side, write to support@sim.do. Name the email address of the order and the ICCID. We check the case and find a solution.
Weak signal on site usually comes from the local network, not from a wrong description. The checks are under eSIM not working.
We cannot refund a deleted eSIM that was already activated. What you can do then is under eSIM deleted.
How to write if you want to report a case
- 1
Write briefly
An email to support@sim.do or the contact form. Name the email address of the order, the approximate time, the ICCID, and in one sentence what it is about.
- 2
Read the Terms if you need them
The legal wording is in section 6 of the Terms. You do not need to memorise it for the email.
- 3
One message is enough
Write once, clearly. A second order does not replace a withdrawal.
Questions about withdrawal and money
The questions that come up most often.
Can I cancel as long as I have not scanned the QR code?
The eSIM counts as provided as soon as the QR code is on the Payment Successful page or in the email, even if you have not scanned it yet. With the consent in the order review, withdrawal ends at that moment. If you are unsure, write to support@sim.do with the ICCID.
In how many days is the money back?
After it is provided there is no automatic refund. If something about the service is wrong and you write to us, we reply with the result.
The plan does not load at the destination. Is that automatically a fault?
First go through the checks on the page eSIM not working. Weak network on site is not an error in the plan description. If something stays unclear or the description is wrong, write to support@sim.do.
Where is the legal wording?
In section 6 of the Terms, through the link on this page. You can write to support@sim.do.
Read next
Order and invoice
Order, invoice, top-up
Buy without an account, invoice in the email, top up in the Dashboard or through the link, ICCID for support.
Something is not working
eSIM deleted
Deleting is final. The old QR code does not work a second time. How to report the case.
Something is not working
eSIM not working
The profile is there, the internet is not: data line, roaming, APN, and restart, in that order.
Do you want to write to us?
An email to support@sim.do with the ICCID is enough. Open the Terms if you want to read the exact wording.