Refund Policy

1. How charging works

When you buy something, its price is held in your wallet, not charged. It is charged only when the item is delivered: a code arrives, an eSIM is issued, or our team completes your setup. If the order is cancelled before then, the hold is released and the money becomes available again straight away.

2. Virtual numbers

• No code: if no code arrives before the order's time runs out (normally 20 minutes), the order is cancelled and released automatically. You don't need to ask.
• Cancelling yourself: you can cancel an order with no code after a short wait (normally 2 minutes) and the price is released at once.
• Number refused by the app: if the app won't accept a number before any code has arrived (for example it says the number is banned), report it on your order and we refund it in full. Once a code has arrived on a number, the number has done its job and it isn't refunded as banned; if something went wrong with the code, write to us from Help and we'll look into it case by case. We review reports, and accounts that report falsely or unusually often may be put on hold.
• Code delivered: once a code reaches your order, the purchase is final, even if the other platform later rejects the account. We cannot control how other platforms treat numbers.

3. eSIMs

• Before it is issued: if your eSIM has not been issued yet, ask us and we will cancel it and release the price in full.
• After it is issued: an eSIM's activation code is unique and usually works only once, so issued eSIMs are not refundable for a change of mind, for unused data, or once the validity period has ended.
• If it doesn't work: if the eSIM will not install, or will not connect inside its stated coverage area, contact us within the validity period. Tell us your phone model and what happens, with screenshots if you can. If the cause is on our side or our supplier's, and we cannot fix it or replace the eSIM within a reasonable time, we refund it in full.
• Not covered: phones that don't support eSIM or are locked to one network, an eSIM deleted from the phone, wrong settings (for example data roaming left off), use outside the stated coverage area, and normal variation in speed.

4. Scripts, tools, websites and RMM seats

• Before setup starts: ask us to cancel and we release the price in full.
• After setup starts but before delivery: if you cancel, we may keep a fair amount for work already done, and we tell you the figure before charging it. If we cannot deliver what the product page describes, we release the full price.
• After delivery: if what we delivered is materially different from the product description, tell us within 7 days. We will fix it, and if we cannot, we refund you in full or in part to reflect the difference.
• Subscriptions: turning off auto-renew stops the next charge. We don't refund the part of a period you have already started, unless the service was unavailable for a significant part of it because of us.
• Acceptable use: if we end a seat, script or tool because it was used against our Acceptable Use Policy, we don't refund it.

5. Wallet top-ups

• A confirmed top-up becomes wallet balance to spend on SimBazaar. It is not refunded for a change of mind.
• If you were charged twice, or charged but not credited, contact us with the payment reference. Once the payment partner confirms the error, we credit or return the money.
• If you close your account, you can ask for any unspent balance from your own deposits to be returned to a Nigerian bank account in your name, as set out in the Terms.

6. Where refunds go

Refunds go back to your SimBazaar wallet, and you can see them in your history. We send money to a bank account only in the cases in section 5, or where the law requires it.

7. Chargebacks

Please contact us before disputing a payment with your bank: most problems are faster to fix directly. A chargeback on a top-up that was already spent may lead to the account being suspended while it is resolved (see the Terms, section 3).

8. How to ask for a refund

Email [email protected] with your account email, the order or purchase reference, and what went wrong. We aim to reply within 2 business days. This policy does not affect your rights under the Federal Competition and Consumer Protection Act 2018.