Refund Policy
Last updated: September 8, 2026
We want you to be happy with GotoeSIM. Because eSIMs are a digital product delivered instantly, the rules below explain when a purchase can be refunded. This policy forms part of our Terms of Service.
Wallet top-ups
- Unused wallet balance can be refunded on request within 14 days of the top-up, as long as none of it has been spent on an eSIM.
- Refunds are returned to your original payment method via Paddle, our payment provider and merchant of record.
eSIM plans
- An eSIM plan can be refunded if it is faulty or could not be activated and our support team is unable to resolve the problem.
- We cannot refund a plan once its data has been used, or once it has been installed and activated and is working as described.
- We cannot refund a plan because your device is incompatible or carrier-locked — please check compatibility before buying.
How to request a refund
- Contact us through our support page with your account email and the order or top-up in question.
- We aim to review refund requests within 2 business days. Approved refunds are processed by Paddle and typically appear within 5–10 business days, depending on your bank.
Chargebacks
- If you believe a charge is wrong, please contact us first — we can almost always resolve it faster than a bank dispute. Fraudulent chargebacks may result in your account being suspended.
