Effective date. Last updated September 30, 2026 — this policy is in effect now that billing is live. It applies to every purchase and subscription from day one.
Contents
1.The principle
We sell digital connectivity — there is no box to ship back and no restocking fee to hide behind. Our rule is simple: if you paid for something you couldn't use, through no fault of your own, you get your money back. Every refund request is decided by a human, on the merits, within the windows below.
2.Digital products, no physical returns
eSIMs, virtual numbers and Tele Agent are delivered digitally — by QR code, dashboard activation or account provisioning. There is nothing to mail back. "Returns" here means refunds and service cancellation, handled entirely online.
3.eSIM plans
- Not installed, not activated — 14 days. If you bought an eSIM plan but never installed or activated it, you can request a full refund within 14 days of purchase.
- Installed or activated. Once an eSIM is installed and the plan is activated, the data and number are consumed from a live network and cannot be returned to inventory. Refunds after activation apply where the service materially fails — for example the eSIM cannot connect on a compatible device and our support team cannot resolve it.
- Wrong plan bought by mistake? Tell us before activation and we'll swap it for the right plan or refund you — whichever you prefer.
- Refunds are void where the eSIM was obtained or used fraudulently.
4.Virtual numbers
- Unused numbers — 72 hours. A newly purchased virtual number that has not placed or received calls or messages can be refunded in full within 72 hours of purchase.
- Cancel anytime. Subscriptions can be cancelled from your dashboard at any time; the number stays active until the end of the paid period and does not renew. We do not refund partial months.
- Number released at period end. After cancellation, the number is released back to the numbering pool at the end of the paid period and may be reissued to someone else — export anything you need before then.
- If identity verification fails and we cannot issue your number, the purchase is refunded in full automatically.
5.Tele Agent
- No calls handled — 7 days. If Tele Agent has not answered any calls on your line within 7 days of subscription start, you can request a full refund of that period.
- Cancel anytime. Cancel from your dashboard at any time; Tele Agent keeps answering until the end of the paid period and does not renew. We do not refund partial months.
- Service failures. If Tele Agent materially fails to perform as described — for example it stops answering calls — and we cannot fix it within a reasonable time, the affected period is refunded or credited.
6.How refunds are issued
- Approved refunds go back to your original payment method through our payment provider.
- Refunds usually appear within a few business days; exact timing depends on your bank or card issuer.
- We never issue refunds as account credit unless you explicitly ask for it.
- You receive an email confirmation for every refund, with the amount and the original order reference.
We describe our payment processing in general terms only — for the provider's own policies, see the provider's documentation at checkout.
7.How to request a refund
- Email support@esimgomobile.com from the email address on your esimgomobile account.
- Include your order reference (from your purchase confirmation) and a sentence about what went wrong.
- We confirm receipt within 2 business days and give you a decision — approved, or declined with a clear reason and what you can do next.
If you disagree with a decision, reply and ask for a second review — a different team member re-examines it.
8.Exceptions
- Refunds are not available for services suspended or terminated for violations of our Terms of Service (for example fraud, spam or robocalling).
- Consumed usage — data used, minutes consumed, messages sent — is not refundable except where the service itself failed.
- Promotional or free-trial services carry no refund value.
9.Chargebacks
If something is wrong with a charge, talk to us first — we resolve refund requests faster and more fairly than a bank dispute, and a chargeback freezes your account while the bank investigates. Filing a chargeback without contacting us may result in account suspension until the dispute is resolved.
Refund questions, before or after purchase: support@esimgomobile.com — a human replies to every message.
Frequently asked
Can I cancel a monthly plan?
Yes — cancel from your dashboard any time. The plan runs to the end of the paid period and does not renew; we don't refund partial months.
I bought an eSIM but haven't installed it. Can I get a refund?
Yes — uninstalled, unactivated eSIM plans are refundable in full within 14 days of purchase.
How do I cancel a virtual number or Tele Agent subscription?
From your dashboard, any time. The service runs to the end of the paid period and does not renew; we don't refund partial months.
How long do refunds take to arrive?
Refunds go to your original payment method through our payment provider and usually appear within a few business days, depending on your bank.