Full refund while the eSIM hasn’t connected to a network
If the eSIM hasn’t connected to any network yet, ask for a refund within 30 days of purchase and we’ll refund the full payment. This also applies if you chose the wrong destination or plan, or if your phone turned out to be incompatible: what matters is that the eSIM never connected.
Installing is not the same as activating. Activation is the eSIM’s first connection to a mobile network, not the moment you scan the QR code. Installing the profile at home changes nothing: the plan can be refunded until it’s used. That’s why you can install the eSIM before you travel and switch the eSIM line on after you leave the UAE.
If the eSIM has already connected
After the first connection to a network, there is no refund: the plan is in use and can’t be recovered or resold. That’s how the product works, not a choice we make.
There is one exception. If the eSIM doesn't work and it isn't your phone's fault, we refund the payment whether or not it was installed. Write to us on WhatsApp or by e-mail with the order number and tell us what the phone showed; a screenshot helps.
How to ask for a refund
Ask on WhatsApp or by e-mail at support@esimgo.ae, with the order number and the e-mail you used to buy. The order number is in the subject line of the e-mail with your eSIM. Without those two details we can’t find your payment or your eSIM.
Refunds aren’t automatic. We review the order and check with our eSIM network partner whether it connected to a network. If the refund applies, we send it through Stripe to the same card. When it reaches your account depends on your bank.
We don’t publish a response time for support. If you asked for a refund and haven’t heard back, write again with the order number.
The refund goes back to your card in AED
We charge in UAE dirhams through Stripe, and the refund goes back the same way: to the same card, in dirhams. We refund the amount you actually paid, after any discount coupon. On your card statement the charge appears as “JET SHARING”, the payment name of the seller, JET SHARING MOBILITY INC (United States).
Whether a fee your bank added to the payment (for example a foreign-merchant fee, because the seller is registered outside the UAE) is reversed is up to your bank. If the amount on your statement differs, check with your bank first. More on how card payment works.
If we can’t agree
This policy doesn’t limit your rights as a consumer. If support hasn’t solved your problem, write to us again with the order number and “Complaint” in the subject line. [Where to take a complaint in the UAE — pending legal review]
The full terms of sale are in the terms and conditions; more ways to reach us are on Contact.