Refund Policy

1. Scope

This policy covers refunds for eSIM data plans bought on simcielo.com, operated by Private Media TV. It works together with our General Terms and Terms of Use.

2. Digital products and immediate delivery

eSIM plans are digital products delivered instantly after payment. When you order, you consent to immediate performance and acknowledge that any right to cancel under applicable withdrawal rules ends once the eSIM has been delivered to you.

3. When can you get a refund

• Your eSIM cannot be activated because of a fault on our side (for example, an invalid or failed QR delivery), reported before any data use — full refund.
• Your device is not eSIM-compatible, and you tell us before activation or first data use — full refund.
• Your plan was never activated and remains completely unused — refund on request within 14 days of purchase.
• You were charged twice or ordered the same plan in error — refund of the duplicate charge.

4. When refunds are not available

• Plans that have been activated and partly or fully used, unless the problem is our fault.
• Requests made after you continue using data despite the issue.
• A change of destination once a plan has been activated (buy a plan for the destination you need).

5. How to request a refund

Email us with your order number, the email used at checkout, your device model and a description of the issue. Our customer support team is available 24/7 and will confirm whether your request is approved.

6. Processing refunds

Approved refunds are returned to the original payment method, typically within 5–10 business days; exact timing depends on your payment provider.

7. No recurring charges

Plans are one-time purchases and never renew automatically. If you ever see an unexpected repeat charge, contact us and we will investigate.

8. Abuse

Fraudulent chargebacks or repeated bad-faith refund requests may lead us to refuse future orders, as set out in the Acceptable Use Policy.

Contact

Questions about refunds or billing: email us.