1. Before digital delivery
If your order has not yet been provisioned or delivered, contact us immediately. We will cancel and refund it where cancellation is still technically possible.
2. After delivery or activation
An eSIM is a digital product supplied electronically. Once installation details have been delivered, or the eSIM has been installed, activated or used, the order is generally not refundable for change of mind to the extent permitted by law. At checkout, you may be asked to request immediate digital delivery and acknowledge that statutory withdrawal rights can end when performance begins or the digital content is supplied.
3. Problems eligible for review
We will review refund or replacement requests when:
- we charged you more than once for the same order;
- the purchased eSIM was not delivered and we cannot deliver it within a reasonable time;
- the eSIM is materially different from the purchased plan;
- a confirmed technical fault attributable to GetSimGo or its provider prevents use and cannot be remedied; or
- a refund is required by applicable law.
4. Situations generally not refundable
- The device is locked, incompatible or does not support eSIM.
- The destination, plan or email address supplied by the customer was incorrect.
- The eSIM was deleted, damaged by device changes or installed incorrectly after successful delivery.
- Coverage or speed varies because of local network conditions, device settings or temporary carrier availability.
- Unused data remains after the plan validity period ends.
We will still provide remedies required by mandatory consumer law.
5. How to request a refund
Email support@getsimgo.com with the order email, order number, eSIM ICCID if available, a description of the issue and relevant screenshots. Please do not send full payment card details. We may ask you to complete reasonable troubleshooting before deciding the request.
6. Approved refunds
Approved refunds are initiated without undue delay and within any deadline required by law, normally to the original payment method. Your bank or payment provider may need additional time to show the funds. We do not charge a refund fee, but currency conversion or external bank fees are outside our control.
7. Statutory rights
Nothing in this policy limits consumer rights that cannot be waived. Where applicable law gives you a withdrawal period or stronger remedy, that law prevails.