Refund Policy

If you're not happy with your Sim Card experience, please let us know!

Our Sim Card usually work without a glitch, but if you experience connection issues we can provide a full or partial refund.

Some conditions do apply so make sure to review our terms below.

These cancellation and return terms apply to all purchases made through the online store without exception.

When you can receive a refund:

If your Sim Card does not work due to a problem with Balisim or the connection provider, we can provide a full or partial refund.

Before processing a refund, we ask that you:

Contact our support team ( to report the connection incident
Provide information and screenshots so our team can identify the problem
Our support team is available 24/7 and we usually respond within a couple of minutes.

If the connection problem cannot be solved, Balisim will reimburse your order.

If the sim card never connected to the internet, we can offer a full refund minus a small admin fee. If the eSIM stopped working or only worked temporarily, we can provide a partial refund for the number of days you were without internet connection, discounting the days in which you had connection.

In both cases, Balisim reserves the right to deduct a small administration cost from refunded amounts.

When you can’t receive a refund:

We cannot issue a refund if you give us the wrong email address during the purchase. We can can forward the Sim Card to a different email address, but we cannot guarantee that it will not be used by the owner of the incorrect email address, in which case it cannot be refunded.
We cannot issue a refund if your device is not compatible with Sim Card or is not unlocked. Balisim provides a list of compatible devices on its website and customers can ask if their device is compatible by contacting our customer team.
We cannot issue a refund if you have changed your mind or if you no longer need the Sim Card.
We cannot issue a refund in any other case not specified on this page.

How can I request a refund?

Please contact

If you experience a connection problem with your Sim Card, contact us the moment the issue occurs. Our team will first ensure that your Sim Card is correctly configured. If the problem persists once the Sim Card is correctly configured, our team will continue with the refund process.

How will I be refunded?

Refunds will be made to the payment method you used when making the purchase.

Alternatively, we can offer credit on our store for another Sim Card purchase.

For help, please contact us in our online chat or by email at