Withdrawal, cancellation and complaints
Activation alone does not remove your rights.
Version 2026-10-13.2
Order confirmation
Ordering availability is shown during checkout. A basket or estimate is not a confirmed order. Confirmation is sent after the order is recorded and payment confirmed. Keep it together with the terms you accepted.
Withdrawal: 14 days
For the internet access service, you have 14 days from conclusion of the contract to withdraw without giving a reason. For a physical SIM sale, the period relating to the goods starts on receipt. The starting day is not counted; a deadline on a Saturday, Sunday, public holiday or non-working day extends to the next working day. Choosing a fixed date, receiving a QR code or merely installing an eSIM does not remove these rights.
Early start of service
If activation falls before the withdrawal period ends, an express early-start request and a separate acknowledgement of its consequences are needed, with no pre-ticked boxes. You keep the right to withdraw until full performance; only service already supplied at your express request may be charged proportionately to the agreed price, if you were informed. The service right is lost before the 14 days end only after full performance, with your prior express agreement and prior acknowledgement of that loss. Without the express request or legally required information, no charge is due for early performance following withdrawal. Providing a QR code is not treated here as standalone digital content immediately removing your rights.
How to exercise the right
Before the deadline, use “Request withdrawal” or send a clear statement to contact@francesimcard.com or Smartrends Technologies, 15 rue des Blés, 93210 Saint-Denis, France. The model form below is optional; no reason is required. Keep proof of sending. Declarations submitted through the withdrawal function receive an email acknowledgement. Every request is reviewed manually, including for an active plan.
Refunds and returns
For valid withdrawal, we process the refund manually without undue delay, within 14 days of receiving your decision, using the original payment method unless you expressly agree otherwise without fees. Applicable standard delivery charges are refunded, not the extra cost of a more expensive option you chose. Service already supplied at your express request is deducted proportionately to the agreed price under the law, with no penalty or repricing. You do not need to return the physical SIM: no return cost or receipt of the card is required for the refund.
Model form (optional)
To Smartrends Technologies, 15 rue des Blés, 93210 Saint-Denis, France, contact@francesimcard.com. I notify you of my withdrawal from the contract for: [offer/service or goods, reference]. Ordered on: [date]. Received on, for goods: [date]. Consumer name and address: [details]. Date: [date]. Signature only for paper submission. Delete as appropriate. Do not include QR, LPA, PIN, PUK or full card numbers.
Contact and complaints
Contact Smartrends Technologies: contact@francesimcard.com, +33 7 52 66 44 88, 15 rue des Blés, 93210 Saint-Denis, France. Include your order reference if available. Never send full card details, eSIM QR codes, LPA, passwords, PIN or PUK codes. A complaint does not restrict your statutory rights.
Mediation and disputes
Smartrends Technologies is a member of the Médiateur des communications électroniques scheme for France SIM Card. After a prior written complaint to Smartrends Technologies and the applicable internal complaint steps, consumers may refer the dispute free of charge within one year of that written complaint, subject to admissibility conditions. Postal address: CS 30342, 94257 Gentilly Cedex, France. Conditions, steps and referral form: https://www.mediation-telecom.org/saisir-le-mediateur. Access to the competent courts remains available.