Refund Policy

Buying a number on SimVoro happens in two steps, so that you pay only for numbers that actually receive a message:

1. Reserve. When you take a number, its price is reserved (held) from your wallet. Your available balance goes down, but nothing has been charged yet.

2. Charge. When the first SMS is delivered to the number, the reserved amount is charged and the purchase is complete.

Your wallet history shows reservations, charges, releases and refunds. This two-step SMS charging model is separate from travel eSIM fulfilment, described below.

You do not need to ask for anything in these cases — the reserved amount is released automatically and returns to your available balance:

• you cancel the number before an SMS arrives (your activation page shows when cancelling becomes available);

• you replace the number with another one before an SMS arrives;

• the activation window ends without an SMS;

• the number cannot be issued, or our telecom partner withdraws it before an SMS arrives;

• a technical failure on our side stops the purchase from completing.

Because the amount was only reserved, this is not a refund: you were simply never charged.

Once a message has been delivered to the number, the service has been provided and the charge is normally final. This also applies when a platform later rejects or restricts the account you verified, when the code was entered too late, or when the number was used in breach of our Terms of Service.

If you believe a charge is wrong — for example, the message received was clearly unrelated to the service you selected — contact us within 7 days with the order ID shown on your activation page. If we confirm the problem, we refund the charge to your wallet.

Approved refunds are credited to your SimVoro wallet balance and appear in your wallet history straight away, ready to use for another number.

You can ask us to return unused wallet balance to the original payment method. We review each request and may decline it where the balance came from promotional credit, where we suspect fraud or abuse, or where the payment provider can no longer refund the payment. Where the law allows, payment-processing fees may be deducted.

Each monthly auto top-up charge adds the same amount to your wallet, like a normal top-up.

You can cancel at any time on your wallet page. Cancelling stops future charges; it does not refund months already charged.

If a monthly charge was made by mistake and none of it has been spent, contact us within 7 days of the charge and we will refund it to your card. Otherwise the money follows Unused wallet balance.

Please contact us before disputing a payment with your bank — most problems can be solved quickly. While a chargeback is investigated we may suspend the account concerned, as described in our Terms of Service.

Before delivery. When you purchase a travel eSIM plan, the price is held from your wallet while we submit the order. If the supplier definitively cannot fulfil it, the hold is released. If the supplier response is uncertain, the order may remain pending while we check its status; contact support with your order ID rather than purchasing the same plan again.

After delivery. Once an eSIM profile and installation information have been issued, cancellation and refunds are not automatic. If you encounter an incorrect plan, non-delivery, installation failure or another service problem, contact support with the eSIM order ID and relevant details. We review whether a cancellation or refund is possible, taking account of the profile's installation, activation or usage status, what the supplier permits and applicable consumer law. A previously installed, activated or used eSIM may be ineligible for a discretionary refund, but that does not remove your statutory rights.

Refund method. Where an eSIM order is eligible for a refund and payment was captured, approved amounts are ordinarily credited to your SimVoro wallet; where law requires another remedy, that law takes precedence. If the order was never charged and the amount was only reserved, the reservation is released instead.

Nothing in this policy limits any mandatory consumer-protection or refund rights you have under applicable law. Rights to cancel a digital service or withdraw from a purchase, and any conditions on their loss following immediate fulfilment, vary by jurisdiction and are not waived merely by this page. Contact support if you believe a statutory right applies.

For refund questions or reviews, contact us using the details at the end of this page and include your SMS activation ID or travel eSIM order ID.