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Simvaya

Complaints policy

Last updated 13 October 2026

Effective date: [October 10 2026]

If something has gone wrong, we want to put it right quickly. This is how to tell us and what happens next.

How to complain

  • Dashboard > Support: open a ticket and choose the order it's about. This is the fastest way.
  • Email: [support email], with your order reference.
  • WhatsApp: the number on our contact page, during business hours.

Tell us what happened, when, and what you would like us to do.

What happens next

  1. We acknowledge your complaint within 1 working day.
  2. A member of our team looks into it, with our eSIM provider or carrier if needed, and keeps you updated.
  3. We aim to give you a full answer within 5 working days. If it takes longer, for example because a provider is investigating, we tell you why and when to expect an answer.
  4. If you're not happy with the answer, reply and ask for it to be reviewed by a manager. We reply within 10 working days.

If you're still not satisfied

You can contact:

  • the Federal Competition and Consumer Protection Commission (FCCPC) in Nigeria, at fccpc.gov.ng,
  • the Nigeria Data Protection Commission (NDPC), at ndpc.gov.ng, for complaints about personal data,
  • or the consumer or data protection body in the country where you live.

Using this process doesn't affect your legal rights, including going to court.

Complaints policy · Simvaya