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If your eSIM is still unused, you may request a full refund within 30 days of purchase. Once an eSIM has been installed, activated, or used — or once it has been revoked while in use — it is not refundable, except where mandatory law requires otherwise.

This policy applies to Simchao purchases operated by Private Enterprise Papiian. Monobank processes card payments; refunds of eligible unused eSIMs are returned to the original payment method via Monobank. Historical WayForPay-paid orders are refunded manually.

You are eligible to request a refund if all of the following are true:

• You request the refund within 30 days of the original purchase date.
• The eSIM related to the order is unused — it has not been installed on a device, activated on a network, or consumed for data (including any use of a top-up on that eSIM).
• The plan has not already expired as unused-expired, been cancelled, or been refunded.
• You can provide enough order details for us to locate the purchase (email used at checkout and order or payment reference).

Refunds are not available in these cases (unless required by law):

• The eSIM has been installed, activated, or used for any data.
• You request a refund more than 30 days after purchase.
• The eSIM was revoked or force-removed after it was already in use (revocation is not a refund path).
• A top-up by itself, while keeping the parent eSIM (see Section 4). Top-ups are refunded only when you cancel an unused parent eSIM.
• The issue is caused by an incompatible device, incorrect install steps, local network outage, or travel change after the eSIM was used or activated.
• Partial refunds for partially used data allowances (not offered).
• Promo or goodwill adjustments outside this policy, unless we expressly agree in writing.

Our connectivity partner cannot cancel or refund a single top-up while the eSIM stays active. You cannot refund a top-up by itself through self-serve Cancel eSIM & refund.

If you applied unused top-ups while the parent eSIM was still unused (not installed, activated, or used), cancelling that unused eSIM under Section 2 within 30 days cancels the profile with our partner and refunds the original plan plus each unused top-up payment that is still inside its 30-day window.

Once the parent eSIM has been installed, activated, or used — or once any data from a top-up has been consumed — related top-ups are not refundable, except where mandatory law requires otherwise.

For eligible unused eSIMs paid via Monobank, we cancel the unused eSIM with our partner and ask Monobank to refund the charged amount for that eSIM and any unused in-window top-ups on the same profile.

Your order is marked refunded only after Monobank confirms the refund. Refund timing to your original payment method depends on Monobank and your bank or card issuer (often several business days).

Historical orders paid through legacy providers (if any appear in your history) may need to be refunded through that provider or by support; contact us and we will explain the process for that order.

If you were charged and did not receive activation details within a reasonable time, contact support immediately with your payment reference. We will either complete delivery or refund the order. A delivery delay alone does not mean the charge failed.

Please contact us before filing a payment dispute so we can help resolve unused-plan refunds quickly. Unjustified chargebacks on delivered or used eSIMs may result in account restrictions and collection of evidence with our payment and connectivity partners.

Nothing in this Refund Policy limits any non-waivable rights you may have under the consumer laws of your country of residence. If those laws require a broader remedy, we will honor that requirement.

We may update this Refund Policy from time to time. The version published on this page with the latest “Last updated” date applies to new purchases. For an existing purchase, the policy in effect on your purchase date generally applies, unless a change is required by law.