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Terms and Conditions

Last Updated: March 8, 2026

Welcome to SiMClaire ("the Company," "we," "us," or "our"). We are a Canadian-based provider of digital connectivity solutions, operating through simclaire.com. By purchasing or using our eSIM profiles and related data services, you agree to be bound by these Terms and Conditions.

1. Device Compatibility & Customer Responsibility

It is the Customer's sole responsibility to ensure their device is technically capable of using the service.

  • eSIM Compatibility: Your device must be eSIM-compatible and network-unlocked.
  • Software Integrity: Service is not guaranteed on devices that have been jailbroken (iOS) or rooted (Android).
  • Regional Restrictions: Certain hardware models (e.g., from Mainland China) may not support eSIM. No refunds will be issued for purchases made for incompatible or locked devices.

2. Payments & Fraud Prevention

  • Verification: We reserve the right to trigger 3D Secure (3DS) authentication or request additional identity verification (KYC) for transactions flagged as high-risk.
  • Chargeback Policy: Before initiating a dispute with your bank, you must contact SiMClaire Support.
  • Blacklisting: Fraudulent chargebacks ("Friendly Fraud") will result in the immediate and permanent blacklisting of your Device ID (IMEI) across our global partner networks.

3. Refund & Cancellation Policy

Our refund policy is strictly governed by the following criteria:

  • Unactivated eSIMs: A full refund may be requested within 30 days of purchase, provided the eSIM has not been installed or activated on any device.
  • Technical Issues: A refund may be requested within a 30-day window specifically for verified technical issues that prevent service use.
  • Non-Refundable Scenarios:
    • Accidental purchases are strictly non-refundable once the eSIM has been installed or the QR code scanned.
    • Unused data remaining after the plan's validity period expires.
    • Accidental deletion of the eSIM profile from the device.

4. Technical Support & Cooperation

  • Resolution Window: If a technical service failure occurs, SiMClaire has a 7-day window to attempt to resolve the issue from the time it is first reported.
  • Mandatory Cooperation: To be eligible for a refund or credit, the customer must "cooperate" fully with the Support team. This includes, but is not limited to, providing screenshots of device settings, diagnostic logs, and following troubleshooting steps as directed. Refusal to cooperate voids any claim for a refund.

5. Usage & Fair Usage Policy (FUP)

  • Prohibited Use: You may not use the service for illegal, abusive, or fraudulent activities.
  • Network Quality: Service is provided on an "as-is" basis. For "Unlimited" plans, speeds may be throttled if usage exceeds a threshold that impacts network stability for others.

6. Data Usage and Speed Restrictions

Service is subject to a daily Fair Usage Policy to prevent network congestion. For "unlimited" data offerings, high-speed data is limited to 2 GB per day within Europe and 1 GB per day for all other global destinations. Once the daily limit is exceeded, the user will experience reduced speeds (128 kbps - 256 kbps) until the daily reset. We reserve the right to prioritize network integrity during periods of high demand.

7. Limitation of Liability

To the maximum extent permitted by law:

  • Liability Cap: The total aggregate liability of SiMClaire for any and all claims arising out of or related to the service shall be strictly capped at $100.00 USD.
  • Exclusions: We are not liable for any indirect, incidental, or consequential damages, including loss of profits, travel delays, or roaming charges incurred from other providers (e.g., your home carrier) while troubleshooting.

8. Governing Law

These Terms and Conditions are governed by the laws of the Province of Ontario and the federal laws of Canada. Any disputes shall be submitted to the exclusive jurisdiction of the courts located in Ontario, Canada.

9. Contact Us

For technical assistance or billing inquiries, please contact us at:

  • Website: simclaire.com/support
  • Support: Available via our official WhatsApp and email channels as listed on our site.
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