Refund Policy

At Soovia, we want you to be completely satisfied with your purchase. Our refund policy is designed to be fair and transparent.

• Unused eSIMs: Full refund available within 30 days of purchase if the eSIM has not been activated.

• Activated eSIMs: Once an eSIM is activated (connected to a mobile network), it is non-refundable.

• Technical Issues: Refunds for technical issues caused by our service will be issued at our discretion after investigation.

• Device Incompatibility: If purchased unintentionally for an incompatible device, refund may be available upon review.

• Non-Refundable Cases: No refunds will be issued for intentional misuse of the service or policy violations.

To request a refund, please follow these steps:

1. Send an email to [email protected] from the email address used to purchase the eSIM.

2. Include the eSIM details you wish to refund (order number, eSIM ID, or purchase confirmation).

3. Provide a clear explanation of why you are requesting a refund.

4. Allow 3–5 business days for our team to review your request.

Once approved, refunds will be processed to your original payment method within 5–7 business days.

The typical refund process timeline is as follows:

• Request Received: We acknowledge your refund request within 24 hours.

• Review Process: 2–3 business days for our team to investigate and approve.

• Refund Processed: 5–7 business days to process the refund to your payment method.

• Bank Processing: Depending on your bank, it may take an additional 5–10 business days for the funds to appear in your account.

Please note the following exceptions:

• Refunds are only available for purchases made directly through Soovia. Third-party purchases must be handled through the original vendor.

• Network coverage issues caused by local network operators are not eligible for refunds.

• Promotional or discounted eSIMs may have different refund terms as specified at the time of purchase.

• Force majeure events or circumstances beyond our control may affect refund processing times.

If you have any questions about our refund policy or need assistance with a refund request, please contact us:

• Email: [email protected]

• Website: www.soovia.com/contact

• Response Time: Within 24–48 hours

Soovia LTD — Company Number: 16701646

Registered Office: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ