This Policy explains how refunds work at SimVala. Because we accept cryptocurrency only, refunds are handled as store credit.
Store credit, not off-platform refunds
Crypto payments are irreversible, so we do not refund to external wallets. Where a refund is due, we return the amount to your SimVala wallet balance, which you can spend on any product. Your balance does not expire.
Verification not completed
If an order needs identity verification for a specific country and it is not completed, the order is cancelled and the amount is returned to your wallet balance as store credit.
Faulty or undelivered orders
If a product is not delivered or does not work as described, contact support. After review, we will re-issue the product or return the amount to your balance.
Non-refundable cases
Used data, activated eSIMs, consumed SMS or voice usage, and completed number rental periods are non-refundable. Top-up bonuses are promotional and non-refundable.
How to request
Contact support@simvala.com with your account email and order details.