At GIGAGO, we want you to feel confident when buying a travel eSIM. That’s why we offer a simple, transparent, and customer-friendly refund policy.

If something doesn’t work as expected, here is how our refund process works.

1. Refund Eligibility & Coverage

Full Refund (100%)

You’ll receive a 100% refund if:

  • The eSIM has not been installed (the QR Code has not been scanned or installed on any device), and the refund request is submitted within 30 days from the purchase date.
  • Your eSIM doesn’t work properly, despite following setup instructions; and the issue is verified and confirmed by the GIGAGO Technical/Support team.

Partial Refund (Up to 100%)

In some cases, you may be eligible for a partial refund if your connection is unstable or interrupted during usage. Our Customer Support team will assist in checking your settings and confirm a refund if the issue cannot be resolved.

👉 We’ll review your case and provide a fair refund based on unused value or impact. The maximum refund amount is up to 100% of the eSIM value.

2. Non-Refundable Scenarios

Refunds may not be granted under the following conditions:

  • Wrong Purchase & Installed: Buying the wrong plan/country eSIM and already scanning or installing it.
  • Unsupported Devices: Installing the eSIM on incompatible devices such as Wi-Fi routers, tablets (e.g., iPads), laptops, or carrier-locked phones.
  • Non-Compliance: Not following GIGAGO’s setup instructions or altering internal device configurations incorrectly.
  • Out-of-Coverage Usage: Attempting to use the eSIM outside the covered destination/country.
  • Events Beyond Our Control: Network outages caused by force majeure, severe weather, war, or sudden local regulatory/policy changes.

3. How to Request a Refund (4 Simple Steps)

If you encounter any issues and need a refund, follow these 4 quick steps:

  • Step 1: Contact Support – Reach out to our Customer Support team via Live Chat, WhatsApp, or Email.
  • Step 2: Provide Order Info – Share your Order ID along with a brief description and screenshots of the issue/error.
  • Step 3: Troubleshooting Assistance – Cooperate with our tech team to verify settings (if required).
  • Step 4: Confirmation & Refund – Once approved, you will receive an official refund confirmation from GIGAGO.

4. Processing Time & Payment Method

  • Processing Schedule: Refund requests submitted before Wednesday are processed every Thursday.
  • Turnaround Time: Funds will arrive in your account within 3–5 business days, depending on your bank or payment gateway.
  • Safe and secure Refund Method: All approved refunds are automatically returned to your original payment method.

5. Our Promise

We’re here to make your travel experience smooth from start to finish. If something doesn’t go as expected, we’ll do our best to make it right.

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