1. Introduction

This Cancellation Policy explains when an order placed through Simora may be cancelled and the circumstances in which cancellation requests may no longer be accepted.

Simora provides digital eSIM products that are delivered electronically. Because eSIM products may be generated and delivered shortly after payment, cancellation rights may be limited once digital delivery has begun.

2. Cancellation Before Digital Delivery

Customers may request cancellation of an order before the eSIM activation details, QR code, installation information, or other digital credentials have been generated or delivered.

If the cancellation request is approved before digital delivery begins, the order may be cancelled and any eligible refund will be processed according to our Refund Policy.

3. Cancellation After Digital Delivery

Once an eSIM has been delivered electronically, cancellation will generally no longer be available.

An eSIM is considered delivered when any of the following occurs:

• The QR code has been sent by email;
• The eSIM details are visible in the customer's account;
• Installation or activation information has been provided;
• The eSIM profile has been generated and made available to the customer.

This applies even if the customer has not yet installed or activated the eSIM.

4. Activated or Used eSIMs

Orders cannot be cancelled once the eSIM has been installed, activated, connected to a network, or used for mobile data services.

Activated or used eSIM products are treated as consumed digital services and are not eligible for cancellation except where required by applicable law.

5. Automatic Order Processing

Simora uses automated systems to process and deliver digital eSIM products. In many cases, delivery may begin immediately after payment confirmation.

Customers should therefore review the following information carefully before placing an order:

• Destination country or region;
• Data allowance;
• Validity period;
• Device compatibility;
• Network lock status;
• Product price and currency.

6. Incorrect Product Selection

Customers are responsible for selecting the correct eSIM plan before completing checkout.

Cancellation may not be available where the customer selected the wrong destination, data package, validity period, or product and the digital eSIM has already been delivered.

7. Device Compatibility

Customers must verify that their device supports eSIM technology and is network unlocked before placing an order.

Cancellation will generally not be available after delivery solely because the customer's device:

• Does not support eSIM technology;
• Is carrier locked;
• Has software or configuration limitations;
• Does not meet the technical requirements for the purchased eSIM.

8. Duplicate Orders

If a customer accidentally places a duplicate order, the customer should contact Simora as soon as possible.

Where the duplicate eSIM has not yet been delivered or activated, Simora may cancel the duplicate order at its discretion.

9. Orders Under Review

Simora may temporarily place an order on hold for fraud prevention, payment verification, security review, or regulatory compliance purposes.

Simora reserves the right to cancel an order before delivery where:

• Payment cannot be verified;
• Fraudulent or unauthorized activity is suspected;
• Required verification is not completed;
• The product becomes unavailable;
• Cancellation is required by law or regulatory obligations.

10. Simora-Initiated Cancellations

Simora may cancel an order if the purchased eSIM cannot be supplied due to technical, supplier, network, compliance, or availability issues.

Where Simora cancels an order before successful delivery, any amount paid for the affected product will be handled in accordance with the applicable Refund Policy.

11. How to Request a Cancellation

To request cancellation, customers should contact Simora as soon as possible using the email address below.

Please include:

• Order number;
• Email address used for the purchase;
• Reason for the cancellation request;
• Any relevant details that may help us identify the order.

12. Cancellation Request Review

Submission of a cancellation request does not automatically mean that the order has been cancelled.

Simora will review the status of the order and determine whether digital delivery has already begun or been completed.

Customers will be informed whether the cancellation request has been accepted or declined.

13. Refunds Following Cancellation

Where an order is successfully cancelled and qualifies for a refund, the refund will be processed in accordance with our Refund Policy.

Approved refunds will normally be returned to the original payment method, subject to payment provider processing times.

14. Digital Content and Immediate Delivery

By placing an order, the customer requests that Simora begin processing and delivering the digital eSIM product without unnecessary delay.

Where permitted by applicable law, the customer acknowledges that cancellation or withdrawal rights may be limited or cease once digital delivery or performance of the service has begun.

15. Contact Information

16. Governing Law

This Cancellation Policy shall be governed by and interpreted in accordance with the laws of England and Wales.

Nothing in this policy limits any mandatory consumer rights that cannot lawfully be excluded.