Refund Policy

1.How refunds work

In short: Refunds are credited to your balance, which you can spend on anything.

Crypto payments are irreversible, so we do not send refunds to external wallets. Where a refund is due, we credit the amount to your SimVala balance, which you can spend on any product. Your balance does not expire.

2.Automatic refunds

In short: Some refunds happen on their own, with nothing for you to do.

• One-time SMS codes: if no code arrives, the charge is returned to your balance automatically.
• Cancelled orders: if an order is cancelled, the amount goes back to your balance automatically.

3.Orders that fail or do not work

In short: Tell us, and we re-issue it or credit your balance.

If a product is not delivered or does not work as described, contact support with the order details shown in your dashboard. After we look into it, we will re-issue the product or return the amount to your balance.

4.Identity check not completed

In short: Skip a required ID check and the money comes back to your balance.

If an order needs identity verification for a specific country and you choose not to complete it, the order is cancelled and the amount is returned to your balance.

5.What cannot be refunded

In short: Anything already used, and crypto sent to the wrong place.

• Data already used, or an eSIM that has been activated.
• An SMS code that was delivered.
• Calling minutes already used.
• Virtual number rental time already used.
• The one-time reseller account fee. The starting credit that comes with it stays in your balance to spend.
• Crypto sent to the wrong address or on the wrong network. We never receive it, so we cannot recover or refund it.

6.Your legal rights

In short: This Policy never takes away rights the law gives you.

Nothing in this Policy limits any mandatory rights you have as a consumer under the law that applies to you.

7.How to ask for a refund

In short: Email support with the order details. Never your account number.

Email [email protected] with the order details shown in your dashboard and a short description of the problem. Never send us your account number: it is your login, and we will never ask for it.