Refunds

Revision of 02.10.2026

This page is part of the User Agreement (Public Offer) and the only source of refund terms.

1. Full automatic refunds

Double payment. If two payments went through for one order (for example, by different methods), the extra payment is refunded automatically.
Payment for an order that has already been refunded is refunded automatically.

If a payment arrives after the 30 minutes allowed for payment, it still counts and the eSIM is issued.

2. The eSIM could not be issued

The Service retries automatically; no new payment is needed. If the eSIM is never issued, the order amount is refunded in full — contact support with the order number.

3. Unpaid order

Nothing to do: no money is charged and the order closes after 30 minutes.

4. The eSIM was issued but not yet installed

If the eSIM has not been installed or activated yet, contact support with the order number — we will refund the full amount and the eSIM of the order will be deactivated.

5. The eSIM was installed or activated

If an installed eSIM does not work through the fault of the Service or the network supplier and support could not fix the problem, the order amount is refunded. If the eSIM works but the coverage or speed of the local operator did not meet expectations, no refund is made: connection quality depends on the country’s operator (see section 3 of the User Agreement).

6. How to get a refund

Contact support on Telegram: @esimgosupport and include the order number from “My orders”.
Money is returned by the same method the order was paid with, through the payment provider. The time to receive it depends on the payment provider and the bank.
After a refund, the eSIM of the order is deactivated.