Refund Policy

Effective Date: September 25, 2026
Applicable Domain: arrivesim.com & Mobile Applications
Legal Entity: SIMQARD LLC, 30 North Gould Street, STE R, Sheridan, WY 82801, USA

1. General Principles

This Refund Policy governs the terms and conditions under which SIMQARD LLC (operating as ArriveSIM, hereinafter referred to as ‘ArriveSIM’, ‘we’, ‘us’, or ‘our’) processes refund requests for services provided via arrivesim.com and associated mobile applications.

1.1. ArriveSIM provides prepaid mobile data connectivity through eSIM technology on a Pay-As-You-Go basis.

1.2. Charges are incurred strictly per megabyte (MB) based on real-time usage and local operator rates in the active country.

1.3. Once data has been consumed from your balance, no refunds will be issued for the used portion under any circumstances.

2. Eligibility for Refunds & Store Credits

2.1. Unused Wallet Balance

If you have topped up your ArriveSIM account balance and wish to request a refund for the unused funds:

  • Requests must be submitted within 14 calendar days of the original transaction date.
  • The eSIM profile associated with the top-up must not have been activated or used to consume data.

Refunds for unused balance can be issued via two options:

  • Original Payment Method: Subject to a deduction of non-refundable payment processing fees (e.g., credit card / Stripe fees, typically 3%–5%), unless the refund is caused by our service failure.
  • ArriveSIM Account Credit (Refund Balance): Issued as 100% store credit with no transaction fee deductions, available immediately for future use.

2.2. Technical Issues & Service Failures

If you experience a complete inability to connect or use mobile data due to technical issues originating from ArriveSIM or our underlying network providers:

You are eligible for a 100% refund of the affected unused balance to your original payment method or ArriveSIM Account Credit, with no processing fees deducted.

  • Troubleshooting Prerequisite: You must first contact ArriveSIM Customer Support within 48 hours of the issue occurring and allow our technical team a reasonable timeframe (up to 24 hours) to diagnose and resolve the issue.

Refunds will only be granted if our support team verifies that the failure was caused by a network or system fault on our end and could not be resolved.

3. Non-Refundable Cases

Refunds will NOT be issued in the following scenarios:

  • Incompatible or Locked Devices: You purchase or top up an eSIM for a device that does not support eSIM technology or is locked to a specific home carrier (Carrier Locked). It is the sole responsibility of the customer to verify device compatibility prior to purchase.
  • Accidental Deletion: You manually delete, remove, or erase the eSIM profile from your device settings after installation.
  • Unused Data / Expired Visits: You change your travel plans, choose not to use the service, or no longer need the remaining balance after the 14-day refund request window.
  • Failure to Follow Setup Instructions: Connection issues arising from incorrect APN settings, disabled Data Roaming, or improper device configuration where the customer refuses to cooperate with support instructions.
  • Third-Party Disruption: Network downtime or degradation caused by emergency maintenance, local government restrictions, or force majeure events beyond our direct control.

4. Fraud Preventative Clause & Abuse

4.1. ArriveSIM reserves the explicit right to refuse refund requests, suspend account access, or terminate service without notice if we detect or reasonably suspect:

  • Fraudulent activity or unauthorized payment usage.
  • Abuse of our refund policy or system exploits.
  • Bad-faith chargebacks or disputes initiated without prior contact with our support team.

4.2. In the event of a fraudulent chargeback, the associated account and eSIM profiles will be immediately blacklisted.

5. How to Request a Refund & Company Contact

To submit a refund request or contact legal support, please reach out via:

Please include the following information in your request:

  • Your account email address.
  • Order ID / Transaction ID.
  • Country of travel and device model.
  • Detailed explanation of the issue (including screenshots of device settings if reporting a technical issue).

Refund requests are evaluated and processed within 24–48 hours of submission. Approved refunds to payment cards may take 5–10 business days to reflect in your bank account, depending on your financial institution.

Legal Entity & Registered Address

SIMQARD LLC
30 North Gould Street, STE R
Sheridan, WY 82801
United States of America