Refund & Cancellation Policy

Virtual SIM sells prepaid account credit that you can use to make international calls and send SMS, and subscriptions to virtual phone numbers. This policy explains when and how you can request a refund.

When we offer refunds

We want you to get what you paid for. If the product is not working as intended — for example, a top-up that was charged but not credited to your account, or a technical fault on our side that prevents you from using the credit or service you purchased — we will refund you.

Refunds are issued for the unused portion of the affected purchase. Once you have contacted us, we will investigate and, where the issue is confirmed, refund the amount to your original payment method.

What is generally non-refundable

• Credit that has already been used (for example, calls or SMS you have already made or sent).
• Purchases where the product worked as described and the request is simply a change of mind after the credit or service has been used.

Even in these cases, contact us — we review requests individually and try to be fair.

How to request a refund

Email support@virtualsimapp.com with:

• the email or phone number on your account,
• the transaction/order details or receipt, and
• a short description of the problem.

We aim to respond within a few business days. Approved refunds are returned to your original payment method; the time it takes to appear depends on your bank or payment provider.

Payments and Merchant of Record

Online payments are processed by our reseller and Merchant of Record, Paddle.com, who also handles order-related inquiries and refunds. When we approve a refund, it is processed back through Paddle to the payment method you used at checkout.

Cancellation

Account credit top-ups are one-time purchases and there is nothing to cancel once completed. For recurring number subscriptions, you can stop future renewals at any time from your account; cancelling stops future charges and does not refund the current period unless the service was not working as intended.