Refund Policy

Last updated: August 2026

1. Eligible for a refund

You're generally eligible for a full refund if:

• Your eSIM fails to install or activate due to a technical fault on our or our wholesale partner's side — not a device compatibility issue.
• You cancel before the eSIM has been installed on any device.
• We're unable to fulfill your order at all (for example, a destination becomes unavailable after purchase).

2. Not eligible for a refund

Refunds generally aren't available once:

• The eSIM has been installed and its data allowance activated or partially used.
• The activation failure is caused by your device not being eSIM-capable or not carrier-unlocked.
• The plan was suspended or cancelled for violating our Acceptable Use Policy.
• You simply changed your mind after the eSIM was delivered and installed.

3. Top-ups

Top-up data packs follow the same rules as regular plans: refundable before use, not once the added data has started being consumed.

4. How to request a refund

Email simhop@vixelcreativestudio.com with your order number and a short description of the issue. We review every request individually — installation and troubleshooting steps may be suggested first if they could resolve the issue without a refund.

5. Timeline

We aim to respond to refund requests within a few business days. Approved refunds are returned to your original payment method and may take several business days to appear, depending on your bank or card issuer.

6. Chargebacks

If something's wrong with your order, please contact us first — most issues can be resolved faster through direct support than through a card chargeback, and chargebacks made in bad faith may result in account suspension.

7. Contact

Questions about this policy? Email simhop@vixelcreativestudio.com.