Refund Policy

What we do when you are not connected

Message us on WhatsApp with the order number as soon as something is stuck. We will go through the phone, the destination, and the profile with you, and try to restore data before anyone talks about money. When the profile itself is faulty, the usual path is a new profile that works — not a refund.

A cash refund is for a plan we never delivered, or for a request we approve on a plan that never connected. It does not replace help getting online, and it does not cover leftover data or leftover days after the line has already gone live.

When a refund is not available

A network connection ends the refund. That includes a brief registration, a few seconds of signal, a test that uses the line, or any data, however small, that the supplier records. It does not matter that the phone later shows 0 MB, that you deleted the eSIM, that the trip was cancelled, or that most of the bundle is unused. After a connection there is no refund of leftover data or leftover days.

What “connected” means

A plan has connected when the supplier’s records show that a device registered on, attached to, or passed traffic through a mobile network using that profile. Seconds count. A status of in-use, activated with a network attach, or any consumed volume counts. The supplier’s logs and status are what we rely on, and they prevail over a screenshot that disagrees with them.

Installing the profile, scanning the QR code, or saving the manual code is not, by itself, a connection. It does mean the code is already with you and may already be bound to a handset. Those cases are still not an automatic refund. Simbo reviews them at its discretion, as described below.

If any device has connected, later use by the same or another device does not open a new refund, and removing the profile does not restore one.

If you have not connected yet

If the plan has not connected, you can write to us. Simbo may approve a refund, decline it, or offer a replacement profile or Coins instead. The choice is ours. We may still decline even with no connection, for example when the request arrives long after purchase, an identity check is missing, there is evidence the code was shared or installed on an unknown device, earlier refunds were abused, or the plan was delivered correctly and is still usable.

A change of mind, a cancelled trip, the wrong country, too much data, or discovering that a phone is locked or has no eSIM menu are cases we review, not a promised refund. A refund is possible only if we approve the request, and only if the plan never connected. Check the device and the destination before you pay. If something is unclear, write to us before you pay.

There is no time window that turns a request into a right. Write as soon as you know you will not use the plan, and before anyone turns the line on. After a connection the request is no longer eligible.

When we did not deliver the plan

If payment is captured and we never make the activation details available in the account or by email, because of a failure on our side or the supplier’s provisioning side, we refund the price paid for that item. That is a plan that never arrived, not a goodwill refund.

A delay while you are still at home, which we then fix by delivering a working profile, is not a failure to deliver. Write to us before you buy a second plan for the same trip — we would rather sort out the first one.

If something fails after you connect

Slow speeds, congestion, a weak indoor signal, fair-use throttling that was disclosed, a handset setting, data roaming left off, the wrong line selected for data, or a home-carrier bill are not grounds for a refund once the device has attached. In those cases we will help you point the phone the right way, but the money does not come back.

If the profile attached and then could not be used for a reason we verify as a fault in our delivery or in the supplier’s provisioning, we may, at our discretion, replace the profile or offer a credit. A replacement is the usual path. A refund after attachment is exceptional, is not owed, and is still our decision. Contact us while you are traveling, not weeks afterwards, and include the order number — that is when we can still fix the connection in time.

We do not refund unused balance on an unlimited or fair-use plan, and we do not refund because a day-pass day started when the phone attached.

A phone that does not fit, or is locked

Before you buy, check that the phone supports eSIM. Use the checker on the site, then confirm that the phone shows an option to add an eSIM and is not carrier-locked. If you have already connected, the plan cannot be refunded even if another phone of yours cannot use it.

If you never connected and the phone cannot install an eSIM, you may ask us to look. Approval stays at our discretion. We may ask for a screenshot of the model and the cellular menu. Buying without checking is not a defect in the product.

Top-ups, codes, and Coins

Top-ups follow the same rule. Once the profile has connected, or the top-up has been applied and any traffic has passed, the top-up cannot be refunded.

Discount codes and promotional prices are not repaid in cash if we decline a refund. If we approve a refund, we return the amount you actually paid to the original payment method. Coins you redeemed may come back to the Coins balance instead of being paid out as cash. Coins earned on that order may be reversed.

Simbo Coins themselves cannot be refunded for cash.

How to reach us

Message WhatsApp +972-55-259-4341 or email support@simbo.co.il with the order number, the email on the account, and a short note about what happened. If you want a refund request to stay possible, write before you turn the eSIM line on. Do not delete the profile before we reply, if we may need to see its status.

We may ask for screenshots of the cellular plan, the data used, and the device model. Sending a message is not an approval. We will write back with the decision.

If we approve a refund

An approved refund goes back to the original payment method. We do not send cash, transfer it to someone else, or move the value to another customer’s account, unless the original method cannot receive it and we agree otherwise in writing.

We submit approved card refunds within 10 business days of the decision. Your bank or payment provider may show the credit later. Fees your bank charged, or a currency conversion your card issuer applied, are outside our refund.

If Apple or Google billed the purchase, follow that store’s refund process as well. We cannot force the store to reverse its own charge.

Chargebacks

Write to us before you open a dispute with your bank. We would rather sort it out together. A chargeback on a plan that connected, or on a plan we were still ready to deliver, may lead us to suspend the account, cancel unused profiles, and recover the cost and fees to the extent the law allows. Fraudulent disputes are reported.

Rights under the law

Consumers may have rights that cannot be waived, including under Israel’s consumer-protection rules for distance contracts and digital content. A right like that still applies. Where the law allows the right to end once digital performance has started with your consent, it ends when we deliver the profile at your request and, in any event, when a device connects to the network.

By paying, you ask us to supply the digital profile immediately, before a general cooling-off period would otherwise run, and you acknowledge that a network connection ends the commercial refund path in this Policy.

This Policy does not limit a right that cannot be waived. It does mean that goodwill refunds, change-of-mind refunds, and refunds of leftover data are not promised.

How this sits with the Terms

This Policy is part of the Terms of Use. If this page and a marketing sentence disagree, this page decides the refund. The Privacy Policy explains how we use order and device data to decide these requests.