2. When a Refund May Be Available

A refund may be considered when an order meets the applicable conditions below and the eSIM has not been used in a way that makes the digital service non-reversible.

• The eSIM has not been installed or activated.
• The eSIM has not been used for mobile data or other network services.
• The order was duplicated due to a confirmed technical or payment issue.
• A purchased eSIM cannot be provisioned or delivered due to a confirmed service-side issue.
• A technical problem attributable to the supplied eSIM prevents activation and cannot reasonably be resolved.
• A refund is otherwise required under applicable consumer protection law.

Refund eligibility is determined after reviewing the relevant order and service status.

3. Refunds Before Installation or Activation

If you change your mind after purchasing an eSIM but before it has been installed or activated, you may contact us to request a refund.

The request will be reviewed based on the eSIM's current status and the conditions of the specific product.

4. After Installation or Activation

Once an eSIM has been installed, activated, or used, a refund may generally not be available because the digital service may already have been provisioned or consumed.

However, if the eSIM has a confirmed technical problem that prevents the purchased service from functioning and the issue cannot be resolved through reasonable troubleshooting, the order may be reviewed for an appropriate remedy.

5. Technical Issues & Connectivity Problems

Before requesting a refund for a connectivity issue, customers may be asked to complete basic troubleshooting so that the cause of the issue can be identified.

• Confirm that the device supports eSIM technology.
• Confirm that the device is not carrier or network locked.
• Confirm that the correct eSIM is selected for mobile data.
• Check whether data roaming needs to be enabled.
• Confirm that the destination is included in the purchased plan.
• Check the APN or network settings where applicable.
• Refresh the mobile connection or restart the device.
• Confirm that the eSIM validity period and data allowance have not expired.

If the issue remains unresolved, our support team may review the order and technical information available to determine whether the problem is related to the supplied service.

6. Circumstances That May Not Qualify

A refund may not be available in circumstances such as:

• The eSIM has already been successfully used or consumed.
• The plan has expired after the validity period has ended.
• The purchased data allowance has been consumed.
• The device is incompatible with eSIM technology.
• The device is carrier or network locked.
• The destination is not covered by the purchased plan.
• The customer did not follow the supplied installation or activation instructions.
• The customer entered incorrect information or selected an unsuitable plan.
• The customer no longer needs the eSIM after it has been installed or activated.
• The eSIM was purchased for travel plans that were later cancelled after activation or use.
• Problems are caused by device settings, unsupported hardware, local network conditions, or third-party network limitations outside GoPlus's reasonable control.

These examples do not limit rights that may apply under mandatory consumer protection laws.

7. Duplicate Orders & Duplicate Payments

If you believe you have been charged more than once for the same order, please contact support with the relevant order information.

Confirmed duplicate transactions may be reviewed for refund or correction. Payment-provider processing times and verification requirements may apply.

8. How to Request a Refund

To request a refund, please contact GoPlus support and provide enough information for us to identify and review your order.

9. Refund Review

Refund requests may be reviewed using information such as:

10. Refund Processing Time

Once a refund has been approved, the refund is generally returned through the original payment method where possible.

The time required for the funds to appear in your account may depend on the payment provider, card issuer, bank, transaction type, and applicable processing procedures.

11. Consumer Protection Rights

Nothing in this Refund Policy is intended to exclude or restrict any mandatory rights you may have under applicable consumer protection, payment, or other laws.

Where applicable law provides rights that differ from this policy, those mandatory legal rights will continue to apply.