Refund requests are reviewed based on the circumstances of the order, the condition of the digital eSIM product, and whether the purchased service has already been used or activated.

A refund may be considered when one or more of the following circumstances apply:

• The eSIM has not been installed or activated and the customer contacts us within a reasonable time after purchase.
• A duplicate purchase was accidentally completed for the same destination and plan.
• The purchased eSIM cannot be delivered because of a technical issue on the PabaGo side.
• The eSIM is confirmed to be defective or unusable due to a provisioning or technical issue attributable to the service.
• An order was incorrectly processed and PabaGo is unable to provide the purchased digital product.
• A refund is otherwise required under applicable consumer protection or payment rules.

Due to the digital nature of eSIM products, refunds may not be available after a plan has been successfully installed, activated, or materially used, except where required by applicable law or where a qualifying service failure is confirmed.

• The eSIM has already been activated and used successfully.
• The purchased data allowance has been partially or fully consumed.
• The validity period has started and the service has been used.
• The customer purchased an eSIM that is incompatible with their device after failing to check compatibility before purchase.
• The customer's device is carrier-locked or otherwise restricted from using eSIM technology.
• The customer entered an incorrect email address and the order was successfully delivered to that address.
• The customer changed travel plans after the eSIM has already been activated or used.
• The customer experienced network limitations caused by local coverage, roaming conditions, device settings, carrier restrictions, or third-party network availability.
• The customer failed to follow the provided installation or activation instructions.

Customers are responsible for checking eSIM compatibility before completing an order. Compatibility can depend on the exact device model, regional variant, operating system, carrier restrictions, network lock status, and manufacturer configuration.

If you are unsure about compatibility, we recommend contacting PabaGo before purchasing or activating the eSIM.

If you experience a technical problem with an eSIM, please contact PabaGo before requesting a payment dispute or chargeback whenever possible. This gives us an opportunity to investigate the issue and provide troubleshooting assistance.

Depending on the situation, we may request information such as the order number, device model, operating system, screenshots of relevant settings, installation status, or error messages.

If an issue is confirmed to be caused by an eSIM provisioning or service problem attributable to PabaGo or an applicable service provider, we may offer troubleshooting, replacement, service correction, or a refund depending on the circumstances.

If you accidentally purchase the wrong destination, data plan, or validity period, please contact PabaGo as soon as possible and before installing or activating the eSIM.

Where an eSIM remains unused and has not been activated, PabaGo may review the request and, where appropriate, offer a refund or another suitable solution.

Duplicate orders may also be reviewed when the duplicate eSIM has not been installed or activated.

To request a refund, contact PabaGo through the support channel available on the website. Please provide enough information for us to identify and review the transaction.

Once a refund has been approved, the refund will generally be sent back through the original payment method used for the transaction where the payment provider and transaction conditions allow this.

The time required for the funds to appear in your account may depend on the payment provider, bank, card issuer, transaction method, and applicable processing times.

PabaGo cannot control the exact posting time of a refund after the refund has been submitted to the applicable payment provider.

PabaGo supports transparent order handling and encourages customers to contact us first when they experience a problem with an order or digital eSIM service.

If a customer believes a transaction is incorrect, unauthorized, duplicated, or otherwise requires review, the matter may also be subject to the procedures, protections, and requirements of the applicable payment provider.

PabaGo will cooperate reasonably with payment-provider reviews and may provide relevant transaction, delivery, order, or support records where permitted and required.

eSIM services depend on telecommunications networks and infrastructure operated by third-party mobile network or connectivity providers. Availability, network quality, speed, roaming access, and service performance may vary by destination, location, device, network conditions, and local circumstances.

Temporary outages, congestion, network maintenance, local restrictions, device configuration, or third-party network conditions do not automatically qualify an order for a refund when the purchased eSIM itself is functioning as intended.

If you believe the service is not functioning because of a technical issue with the purchased eSIM, please contact PabaGo so the issue can be investigated.

Nothing in this Refund Policy is intended to remove, restrict, or override any mandatory consumer rights that may apply to you under the laws of your country or region.

Where applicable law provides rights or remedies that are more favorable to the customer than those described in this policy, those mandatory rights may continue to apply.

Refund eligibility may therefore vary depending on the customer's location, applicable consumer protection rules, payment method, and the circumstances of the transaction.

PabaGo may update this Refund Policy when necessary to reflect changes to our products, digital delivery process, payment methods, service providers, customer support procedures, or applicable requirements.

The current version published on this page will apply to relevant requests unless applicable law requires otherwise.