Refund Policy - Money Back Guarantee | steveSIM

At SteveSIM, we are committed to providing a reliable and efficient mobile data experience for international travelers. As our products are digital and delivered instantly, our refund and return policy differs from that of physical goods.

Please read this policy carefully before making a purchase.

1. Scope of This Policy

This Refund and Return Policy applies to all digital eSIM data plans purchased through our website (stevesim.com). It outlines the circumstances under which refunds may be granted, eligibility criteria, and the procedure for requesting a refund.

2. Nature of eSIM Products

All products sold on our platform are delivered digitally. Once an eSIM activation profile is generated and issued, it is tied to a unique user and cannot be reused or reassigned.

Important: We are only able to offer refunds in limited and clearly defined situations due to the digital nature of our products.

3. Eligibility for Refund

3.1 Technical Failure

You may be eligible for a full or partial refund if:

The eSIM cannot be activated due to a technical issue caused by our system or our telecom provider.
Our support team is unable to resolve the issue within 48 hours after you submit all required information.

3.2 Device Incompatibility

A refund may be granted if:

Your device is confirmed to be incompatible with eSIM technology.
The eSIM profile has not been downloaded, scanned, or activated.
You report the issue within 14 days of purchase.

3.3 Lack of Coverage

You may qualify for a refund if:

Your plan includes a country in which you receive no service at all.
The issue is reported within 72 hours of attempted use.
Our support team confirms the issue and cannot restore coverage.

3.4 Duplicate Orders

A refund may be issued if:

The same plan was purchased more than once by mistake.
The second eSIM was not downloaded or activated.
You notify us within 7 days of the duplicate purchase.

4. Non-Refundable Situations

We do not offer refunds in the following cases:

The eSIM has been scanned, downloaded, or activated.
Your device is incompatible, locked, or restricted.
You purchased the wrong plan or coverage area.
Your travel plans changed after purchase.
The local network provides limited speed or performance.
The eSIM was purchased during a non-refundable promotional offer.

5. eSIM Generation Fee

Important Fee Information:

In all approved refunds, a non-refundable eSIM generation fee will be deducted from the refund amount.

This fee covers the cost of securely provisioning the eSIM profile, which cannot be reused once issued. This amount is not shown at checkout, but you will be informed of the deduction when your refund is approved.

6. How to Request a Refund

To request a refund, please contact our support team at support@stevesim.com and provide the following:

Required Information:

Full name
Order number
Email address used for purchase
Device make and model

Additional Details:

Description of the issue
Screenshots or documentation (if available)

Response Time: You will receive a response within 2 business days. In some cases, additional troubleshooting or verification may be required.

7. Refund Processing

If your request is approved:

Refund Method

The refund will be issued to your original payment method.

Processing Time

Processing may take 5–10 business days depending on your bank or payment provider.

Fee Deduction

The eSIM generation fee will be deducted from the total amount refunded.

8. Policy Abuse and Enforcement

SteveSIM reserves the right to deny refunds in cases of suspected fraud or abuse.

This policy may be updated at any time without prior notice. The latest version will always be available on our website.

9. Contact

SteveSIM Support

Email: support@stevesim.com

Business Hours:
Monday – Friday
09:00 – 18:00 CET

Before Contacting Support:

• Have your order number ready
• Prepare device information
• Take screenshots if applicable
• Review this policy

Refund & Returns Policy