Refund & Cancellation Policy

We want you to travel with confidence. This policy explains when an eSIM purchase can be refunded or replaced.

1. When You Are Eligible for a Refund

• The eSIM was not installed and not activated, and you request the refund within 30 days of purchase.
• A verified technical problem on our side (or our network partner's side) prevented the eSIM from working, and our support team could not resolve it within a reasonable time.
• You were charged more than once for the same order (duplicate payment).

2. When a Refund Is Not Available

• The plan was activated and data was used (fully or partially), and the service worked as described.
• Your device is eSIM-incompatible or carrier-locked — please check compatibility before purchase.
• The validity period expired with unused data (unused data has no cash value).
• Connectivity issues caused by local network conditions, device settings (APN, roaming toggle), or violations of our Acceptable Use Policy.
• The eSIM was deleted from the device after installation (deletion destroys the eSIM).

3. Replacements First

For technical issues our first remedy is to fix or replace the eSIM (or provide an equivalent plan). If we cannot provide a working service, we will refund the affected purchase.

4. How to Request

Email support@nettogo.com (or use the Support page) with your order number, the email/phone used at purchase, your device model, and a short description (screenshots help). We respond within 1 business day.

5. Processing

Approved refunds are issued to the original payment method, normally within 5–10 business days depending on your bank. Statutory consumer rights in your country remain unaffected by this policy.