Refund & Cancellation Policy

Zimly is committed to treating customers fairly. This policy explains when and how refunds are available for eSIM plan purchases made through our website.

This policy is governed by UK consumer protection legislation, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

eSIM profiles are classified as Digital Content under UK consumer law. This is important because different rules apply to digital content compared to physical goods.

Under the Consumer Rights Act 2015, digital content must be:

• Of satisfactory quality: The eSIM profile should function as expected and provide the described data connectivity.
• Fit for purpose: The plan should provide coverage in the stated countries for the stated duration.
• As described: The data allowance, speed, validity, and coverage must match the plan description.

If the digital content fails to meet these standards, you have the right to a repair, replacement, or refund as appropriate.

Under the Consumer Contracts Regulations 2013, when you purchase online you normally have a 14-day cooling off period during which you can cancel for any reason.

However, for digital content (such as eSIM profiles), the law allows you to waive this right if:

• You give your express consent to the immediate supply of the digital content.
• You acknowledge that you will lose your right to cancel once the eSIM profile is delivered.

At checkout, you agree to these conditions by checking the "I agree to the Terms and Privacy Policy" box. Once your eSIM QR code is generated and made available in your dashboard, the digital content has been supplied and the cancellation period ends.

If your eSIM has not yet been delivered (e.g., due to a processing delay), you retain your full 14-day cancellation right and can cancel for a full refund.

Refunds may be issued in the following circumstances:

Full Refund

• Activation failure: The eSIM profile fails to install or activate on a confirmed compatible device, and our support team cannot resolve the issue.
• Delivery failure: You completed payment but the eSIM QR code was never delivered to your dashboard.
• Duplicate purchase: You were inadvertently charged twice for the same plan.
• Service not as described: The plan does not provide coverage in the advertised country or region.

Partial Refund or Credit

• Significant service degradation: The network experiences prolonged outages or severely reduced speeds that substantially impact your experience, verified by our support team.
• Goodwill: At Zimly's discretion, in exceptional circumstances.

Refunds will generally not be issued in the following cases:

• Data consumed: If you have already used data on the plan, even partially.
• Plan expired: If the plan's validity period has ended, regardless of remaining data.
• Incompatible device: If your device does not support eSIM and you did not check compatibility before purchase (our compatibility checker is available before checkout).
• User error: If the eSIM was deleted from the device (QR codes are single-use), or incorrect installation steps were followed without contacting support.
• Change of mind: After the eSIM QR code has been delivered and the digital content supplied.
• Policy violation: If your account was terminated for violating our Terms of Service or Acceptable Use Policy.
• Local coverage gaps: Temporary or localised signal issues inherent to mobile networks (e.g., rural areas, underground, indoors).

To request a refund:

1. Contact support at support@zimly.co.uk or through our in-app chat assistant.
2. Provide details including your account email, the plan purchased, the date of purchase, and a description of the issue.
3. Allow investigation — our support team may request additional information or ask you to perform troubleshooting steps before issuing a refund.

We aim to resolve all refund requests within 5 business days of receiving all necessary information.

Once a refund is approved:

• The refund will be issued to the original payment method used for the purchase.
• Credit/debit card refunds typically take 5–10 business days to appear on your statement, depending on your bank.
• In some cases, we may offer account credit instead of a monetary refund, with your agreement.
• You will receive a confirmation email when the refund is processed.

If your refund has not appeared after 10 business days, please contact your bank first, then reach out to us at support@zimly.co.uk.

Data top-ups (additional data purchased for an existing active plan) follow the same refund rules as the original plan purchase. Once a top-up has been applied to your plan and data consumption has begun, it is not eligible for a refund.

If a top-up fails to apply to your plan, please contact support for a full refund of the top-up amount.

We strongly encourage you to contact our support team before initiating a chargeback with your bank. We are committed to resolving disputes fairly and promptly.

Fraudulent or unjustified chargebacks may result in your account being suspended pending investigation. If a chargeback is found to be invalid, we reserve the right to recover the disputed amount plus any fees incurred.

For refund requests or questions about this policy:

Your statutory rights under UK consumer protection law are not affected by this policy.