Last updated: 13 October 2026
Space Sim (space-sim.com) · Operated by AUREVISTAS UI LIMITED
This Refund, Cancellation & Complaints Policy explains when you can cancel a purchase and obtain a refund for eSIM Plans and Top-ups bought on Space Sim at https://space-sim.com, and how we handle complaints. It forms part of the Terms and Conditions of AUREVISTAS UI LIMITED (the "Company", "we", "us"). Capitalised terms have the meaning given in the Terms.
1.1 If you are a consumer, your rights under the Consumer Rights Act 2015 and, where applicable, the mandatory consumer laws of your country of residence apply in addition to this Policy. Nothing in this Policy limits those rights.
1.2 Plans are supplied immediately at your request. Once a Plan has been activated, the 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 no longer applies, as you acknowledge when you buy the Plan.
2.1 You are entitled to a full refund of a Plan if all of the following apply:
2.2 The same applies to a Top-up if you request the refund within 30 days of purchase and none of the Top-up data has been used.
2.3 Installing the eSIM on your device does not by itself prevent a refund. What matters is whether the Plan has been activated.
3.1 Once a Plan has been activated, it is not refundable because you have changed your mind, changed your travel plans or used less data than expected.
3.2 Plans that have expired, or whose data has been used up, are not refundable, except under section 4.
4.1 If your eSIM cannot be installed, does not connect or does not work as described because of a problem caused by us or our network partners, contact [email protected] as soon as possible. Please include your order number, your device model, a description of the problem and screenshots of your mobile data settings and, for speed problems, of a speed test.
4.2 We will first try to fix the problem, for example by giving installation instructions, issuing a new eSIM profile or moving you to another available network.
4.3 If we confirm a technical problem that we cannot fix within a reasonable time, we will, at your choice, provide a replacement Plan or refund the price of the Plan. If you have already used part of the Plan, the refund will reflect the part of the data or validity period that you could not use.
4.4 Section 4 does not apply where the problem is caused by:
5.1 Non-delivery. If we cannot deliver the eSIM details for your order, we will refund you in full.
5.2 Duplicate payments and errors. If you were charged twice for the same order, or a Plan was shown at an obviously incorrect price, we will refund the amount charged in error.
5.3 Orders we cancel. If we cancel an order or suspend a Plan before Activation for reasons not caused by you, we will refund you in full.
5.4 Breach of the Terms. If we suspend a Plan because you breached the Terms, for example by reselling it or using it fraudulently, no refund is due for the Plan, except where the law requires otherwise.
6.1 Send your request to [email protected] from the e-mail address registered on your Account, or use the contact form on the Website. Please include your order number and the reason for the request.
6.2 We check the status of the Plan with our network partners, including whether and when it was activated and how much data was used. We will tell you our decision by e-mail.
8.1 If you believe a payment was unauthorised or incorrect, please contact us first so that we can resolve it quickly. A chargeback is handled by your card issuer under card scheme rules and is separate from this Policy.
8.2 If a chargeback is raised for a Plan that was delivered and used, we may provide the order, delivery and activation records to the payment service provider, suspend the Plan and the Account while the chargeback is open and, if the chargeback is unjustified, recover the amount from you.
9.1 You can make a complaint by e-mail to [email protected], through the contact form on the Website or by post to the Company's registered office. Please give your name, the e-mail address or phone number on your Account, the order number and a description of the problem.
9.2 We will acknowledge your complaint, investigate it fairly and tell you the outcome in writing, with our reasons.
9.3 If you are a consumer and your complaint has not been resolved within 8 weeks, or we have sent you a final response saying that we cannot resolve it, you may refer the complaint to an independent alternative dispute resolution (ADR) scheme free of charge. Details of the scheme will be given in our final response. You can also bring proceedings in a competent court.
10.1 E-mail: [email protected]. Registered details: AUREVISTAS UI LIMITED, company number 17503026, registered office: 50-54 St Paul's Square, Birmingham, United Kingdom, B3 1QS.
