Version 1.1 dated 16 October 2026
Effective upon publication.
Seller: GOODLINE SOFTWARES W.L.L., Commercial Registration No. 175788-1, Office 33, Building 114, Road 383, Block 316, Manama, Kingdom of Bahrain. Contact: support@simpie.me.
1 General provisions
1.1. This Policy applies to eSIM plans purchased from SimPie.
1.2. SimPie does not provide an additional contractual right to return a properly supplied plan merely because the user changes their mind, changes travel arrangements, purchases another plan or no longer needs the service. This applies before and after activation, subject to mandatory statutory rights.
1.3. Before payment, users must check device compatibility, coverage, included services, restrictions, plan validity and the eSIM installation and activation deadlines.
1.4. Mandatory rights to withdraw, obtain a refund or price reduction, or seek another remedy remain unaffected by this Policy.
2 Activation and use
2.1. Starting to use a service confirms that performance has begun. It does not automatically establish that performance is complete or that all statutory rights have been lost.
2.2. Where the service is properly supplied, activation, partial use, expiry or exhaustion of an allowance does not independently create a refund entitlement.
2.3. Where applicable law provides a withdrawal period, the consequences of starting performance during that period are determined by that law and the user’s separately expressed request. Activation is not treated as a universal basis for extinguishing a statutory withdrawal right.
3 Grounds for considering a refund
3.1. Grounds may include:
- failure to deliver within the stated maximum period;
- supply of a plan materially different from the order;
- a technical defect or material unavailability of the paid service;
- restriction of plan operation for sanctions-related, regulatory or territorial reasons beyond the user’s control;
- an erroneous duplicate charge;
- another ground established by mandatory law.
3.2. Depending on the circumstances and applicable law, a remedy may include correction, provision of the proper plan, replacement, a proportionate price reduction, or a partial or full refund. For restrictions under clause 2.8 of the Terms of Service that are unrelated to a user’s breach of those Terms, a permitted replacement or a refund for the unused part of the plan is offered, subject to clause 6.6. Replacement requires the user’s agreement and does not displace a mandatory refund.
3.3. Reasonable technical checks may be requested. Their duration must take account of the plan’s validity and the nature of the problem. Checks will not be used to delay a mandatory refund unjustifiably.
3.4. A refund the Company is legally required to provide is not conditional on supplier approval or recovery of funds from the supplier.
4 Circumstances that do not independently establish entitlement
4.1. In the absence of a breach by SimPie or another legal ground, these include:
- an unsupported or carrier-locked device where requirements were disclosed before payment;
- use outside the stated coverage;
- exhaustion of the allowance, reaching a disclosed speed restriction, plan expiry or missing an eSIM installation and activation deadline disclosed before payment;
- deletion of the eSIM profile, loss of the device or failure to follow installation instructions;
- cancelled travel or changed personal plans;
- an allowance lost through a knowingly confirmed package replacement after advance disclosure;
- restrictions resulting from an established breach of the terms by the user.
4.2. These circumstances do not exclude claims arising from an inaccurate description, an undisclosed material restriction or mandatory law.
5 Submitting a request
5.1. Email support@simpie.me with the account email, order number, a description of the problem and, where available, relevant error messages or screenshots.
5.2. Do not send a full card number, card security code, password or banking login credentials.
5.3. SimPie may request further information necessary to verify the order and the reason for the request. The scope of that information must be proportionate to the problem.
5.4. Requests should be submitted without undue delay after discovering a problem. This recommendation does not shorten statutory claim periods.
6 Amount and payment of refunds
6.1. The amount depends on the legal ground, the service actually provided and the nature of the breach. Calculations based on unused allowance or time are used only where appropriate and must not reduce mandatory compensation.
6.2. SimPie does not impose an arbitrary penalty for exercising a mandatory refund right.
6.3. Refunds are made through the original payment method where technically possible and lawful. Another method will be agreed with the user where necessary.
6.4. The Company complies with applicable statutory refund deadlines. The time before funds appear in the user’s account also depends on the payment service and bank.
6.5. Contacting a bank or payment service does not remove the right to have SimPie consider the claim. The same amount will not be reimbursed twice.
6.6. Where applicable law prohibits a refund, replacement or other transaction involving funds, or requires funds to be blocked or competent-authority authorisation, the Company complies with those requirements. The reason and available next steps are communicated to the user to the extent legally permitted. A sanctions-related or territorial restriction does not, by itself, constitute confiscation of funds by the Company or extinguish user claims preserved by law. Any refund due is made when legally permitted, in accordance with applicable requirements and deadlines.
7 Language
The English version prevails in the event of inconsistency, except where mandatory law requires otherwise.