Refund and Cancellation Policy

1. Who this policy covers

This policy applies to eSIMs and eSIM top-ups sold by SIM Priest, a sole proprietorship operating the Simpriest brand from 15 York Street, Toronto, Ontario M5J 0B2, Canada. It does not replace any mandatory consumer right that applicable law does not allow us to exclude or limit.

2. Voluntary 30-day cancellation window

We will approve a full cancellation refund when all of the following are true:

• we receive the request no later than 30 calendar days after purchase;
• the eSIM has not been installed, downloaded to a device, activated, used, depleted, deleted, transferred, or expired;
• the supplier still reports the profile as unused and cancellable—for example, in an issued/released state equivalent to GOT_RESOURCE and RELEASED—and has not reported installation or use; and
• the supplier accepts the cancellation and reverses the affected supplier charge.

A request made within 30 days does not by itself make an installed, activated, used, or provider-locked profile refundable. We will check the provider status before deciding the request.

3. Delivery, defect, and order-error remedies

Subject to reasonable verification, we will provide an appropriate remedy when:

• payment was captured but the purchased eSIM was not provisioned or delivered within the stated or a reasonable time;
• the same order was charged more than once;
• Simpriest supplied a materially different plan or destination from the order confirmation;
• the supplied QR code or activation credentials are corrupted or invalid;
• a supplier-confirmed technical defect prevents installation or activation and troubleshooting does not resolve it; or
• applicable law requires cancellation, repair, replacement, a price reduction, or a refund.

Where reasonable, we may first troubleshoot or offer an equivalent replacement or reissue. We will not use troubleshooting or replacement to delay or remove a mandatory legal remedy. If a suitable remedy cannot be supplied, the refund may be full or proportionate to the affected part of the order, as required by the circumstances and applicable law.

4. Situations normally not eligible for a voluntary refund

Except where a defect, misleading description, service failure, or mandatory legal right applies, we do not provide a voluntary refund for:

• an eSIM that was installed, activated, used, depleted, deleted, transferred, or expired;
• a change or cancellation of travel plans;
• selection of the wrong destination, plan, validity period, email address, or device;
• a carrier-locked, network-incompatible, or non-eSIM-capable device where the compatibility requirement was disclosed before purchase;
• coverage, speed, latency, or network variation caused by geography, congestion, local operators, device capability, or a disclosed fair-use policy;
• failure to enable data roaming, configure the required APN, select a supported network, or follow reasonable installation instructions; or
• fraud, abuse, prohibited resale, policy circumvention, or another breach of the Terms of Service.

5. Top-ups

A top-up for an active, installed, or used eSIM is normally final once provisioned. A top-up may be refunded if it was not provisioned, is defective, was charged more than once, or must be refunded by law. If the supplier accepts cancellation of a still-new parent eSIM and automatically reverses linked top-ups, we will refund the corresponding amount we received for those reversed top-ups.

6. How to request help or a refund

Open a case in the protected support portal or email [email protected] from the order email address. Include:

• the Simpriest order number and purchase date;
• the destination, device make/model, and operating-system version;
• a clear description of the problem and troubleshooting already attempted; and
• screenshots of the error and relevant device settings, where useful.

Do not send a full card number, password, account recovery token, eSIM QR code, or complete activation code by ordinary email. We may request additional evidence reasonably needed to verify the profile status, defect, identity, or payment.

7. Review and refund timing

We aim to acknowledge a complete request within one business day. Some decisions require supplier or network confirmation. When a refund is approved, we aim to initiate it within five business days to the original payment method and in the original transaction currency. Stripe and the card issuer or bank commonly require a further 5–10 business days to post it. We do not control issuer processing time, exchange-rate movement, or third-party bank fees.

8. Digital delivery and withdrawal rights

At checkout, you may expressly request immediate digital fulfilment before an ordinary withdrawal period ends and acknowledge that starting or completing supply can end an ordinary right of withdrawal where applicable law permits. That consent does not remove remedies for non-delivery, defects, material non-conformity, or any other non-waivable right.

9. Payment disputes and abuse

You keep any right to dispute a charge with your payment provider. We ask that you contact support first so we can investigate quickly. If a charge is disputed, we may pause access or fulfilment connected to the disputed order while the payment provider investigates, preserve relevant records, and submit accurate evidence. We do not treat the filing of a lawful dispute as a waiver of statutory rights.

10. Decisions, records, and contact

Refund decisions are based on the order record, payment record, provider profile status, installation/usage status, troubleshooting evidence, this policy, and applicable law. For customer and refund support, contact [email protected]. For legal or formal notices, contact [email protected].