Refund Policy

This document outlines the terms and conditions under which a customer can request and receive a refund for a SumoSim Subscription.

Refunds are not automatically processed through customer dashboard; SumoSim customers must contact a customer service agent for assistance with refunds. 

To request a refund, customers must contact a SumoSim customer support using the Chat Box while logged into their online account. 

After receiving the customer's issue details, a customer service agent will assess eligibility for a refund and determine the refund amount (refer to section below for eligibility). 

When submitting a refund case - please provide transaction details and any necessary evidence (e.g., billing statements, usage records) to the customer service agent. 

Eligibility for a Refund 

1. Customers must have paid for a subscription or subscriptions to be eligible for a refund. 
2. The circumstances where a customer may be provided with a refund are as follows: 

Customers may receive a refund if they successfully dispute the amount charged for a plan. To dispute a charge, customers must contact our customer service team and provide necessary evidence (e.g., bills, usage information). Resolution timelines will be communicated upon receipt of the dispute, or in the case of more complex disputes, it may take up to 5 days to respond. 

If a network disruption causes a lack of service for an extended period, customers may be eligible for a refund. Details regarding duration and eligibility criteria for such refunds will be communicated on a case-by-case basis. 

Customers will receive a refund for instances of unauthorised auto-renewal. Unauthorised auto-renewal refers to charges incurred without explicit customer consent or notification. Customers must report such incidents to our customer service team for resolution. This might occur due to technical issues in the app & associated technology. 

Refunds may be issued if port-in issues result in service delays exceeding two weeks. Customers experiencing such delays should contact our customer service team for assistance and refund eligibility. 

3. We do not provide refunds if a customer wants to terminate their service after it has commenced. They can pause their service but will not be provided with a refund. 

General

These terms and conditions are subject to change without prior notice. 

For any circumstances not listed above, please contact SumoSim via the Chat box on our website. 

Updated on: 27/06/2025