Refund policy

JazGo Refund Policy

Last Updated: 20 August 2026

At JazGo, we understand that plans can change and that sometimes a purchase may not go as expected.

This Refund Policy explains when you may cancel a JazGo eSIM purchase, when a refund may be available, and the options available to you.

Our goal is to make refunds simple, transparent, and fair while protecting the integrity of our digital connectivity services.

This policy applies to eSIM plans purchased through the official JazGo website, mobile application, or other official JazGo channels.

1. Refund Eligibility

JazGo allows cancellation and refund requests for eligible eSIM purchases before the eSIM has been activated.

All JazGo eSIM plans currently have a 180-day pre-activation validity period.

This means that an eSIM must be activated within 180 days of purchase. During this period, an eSIM that has not been activated may be eligible for cancellation and refund.

Once an eSIM has been activated, the standard pre-activation cancellation and refund eligibility no longer applies.

2. 180-Day Pre-Activation Validity

The 180-day period applies before activation and should not be confused with the service validity of the purchased data plan.

For example:

180 days to activate
15 days of service after activation

The service validity after activation depends on the specific plan purchased and is displayed before purchase.

If an eSIM is not activated within its 180-day pre-activation period, it may expire and may no longer be eligible for cancellation or refund.

3. Cancellation Before Activation

If you change your mind, purchase the wrong plan, or no longer need the eSIM, you may request cancellation before activation.

Where eligible, you may be offered one of the following options:

Exchange

Exchange the eligible eSIM for another available JazGo plan.

JazGo Wallet

Receive the eligible amount as credit in your JazGo Wallet.

Wallet credit is generally the fastest option and can be used toward eligible future JazGo purchases.

Original Payment Method

Receive the eligible refund through the original payment method used for the purchase.

The time required for the refund to appear depends on the payment provider, card network, bank, and financial institution.

4. Activated eSIMs

Once an eSIM has been activated, the standard cancellation and refund option available for unused eSIMs before activation is no longer applicable.

Activation may occur according to the activation conditions of the applicable plan.

If you experience a problem with an activated eSIM, please contact JazGo Support before deleting the eSIM.

Our support team will help troubleshoot the issue and determine the appropriate resolution based on the circumstances.

5. Unused eSIMs

An eSIM that has not been activated may be eligible for cancellation and refund within its 180-day pre-activation period.

Unused does not mean the eSIM can remain unused indefinitely.

The 180-day period begins from the applicable purchase/order date and represents the period available to activate the eSIM.

After this period, the eSIM may expire and may no longer be eligible for cancellation or refund.

6. Accidental Purchases

If you purchased an eSIM by mistake, contact JazGo Support as soon as possible.

If the eSIM has not been activated, we can review the purchase and, where eligible, provide an available cancellation, exchange, Wallet credit, or refund option.

If the eSIM has already been activated, the standard pre-activation cancellation refund does not apply.

7. Wrong Destination or Wrong Plan

If you accidentally purchase the wrong destination or data plan, contact JazGo Support as soon as possible.

If the eSIM has not been activated, JazGo may provide an eligible:

• Exchange
• JazGo Wallet credit; or
• Refund to the original payment method.

Once activated, changing the destination or plan may not be technically possible.

8. Duplicate Charges

If you believe you have been charged more than once for the same purchase, contact JazGo Support.

We will review the relevant transaction information.

If a duplicate transaction is confirmed, JazGo will arrange an appropriate refund or correction.

9. Technical or Connectivity Problems

A connectivity problem does not automatically mean that a refund is available.

If your eSIM does not connect or work as expected, please contact JazGo Support before deleting the eSIM.

Our team may help you check:

• eSIM installation
• Mobile Data settings
• Data Roaming settings
• Network selection
• Device compatibility
• APN settings, where applicable; and
• Other relevant device settings.

If the issue cannot be resolved, JazGo may review the circumstances and determine an appropriate resolution.

Depending on the circumstances, this may include:

• Troubleshooting assistance
• Replacement
• Exchange
• JazGo Wallet credit; or
• Refund, where applicable.

10. Data Usage

JazGo plans are digital connectivity services, and refund eligibility is primarily determined by the activation status of the eSIM and the applicable conditions of the purchase.

Data usage may also be considered when reviewing a technical or service-related complaint.

An eSIM that has already been activated is not automatically refundable simply because little or no data has been consumed.

11. Refund Options

Where a refund or alternative resolution is available, JazGo may provide the following options:

A. Exchange

You may exchange the eligible purchase for another available JazGo eSIM plan, subject to availability and applicable conditions.

B. JazGo Wallet

You may receive the approved amount as JazGo Wallet credit.

Wallet credit is generally available faster than refunds processed through banks or card networks.

C. Original Payment Method

You may receive an approved refund through the original payment method.

The refund will generally be returned through the payment method used for the original transaction.

12. JazGo Wallet Refunds

If you choose JazGo Wallet credit:

• The approved amount will be credited to your JazGo Wallet
• The credit can be used toward eligible JazGo purchases
• Wallet credit is generally available faster than a bank/card refund; and
• The amount credited will correspond to the approved refund amount.

Wallet credit is subject to the applicable JazGo Wallet terms.

13. Refund to Original Payment Method

If you choose a refund to your original payment method and the request is approved, JazGo will initiate the refund through the applicable payment-processing channel.

Once initiated, the time required for the funds to appear in your account depends on the payment provider, bank, card network, and other financial institutions involved.

JazGo cannot guarantee the exact date on which the refunded funds will appear in your account.

14. Refund Processing Time

JazGo aims to process approved refunds as quickly as reasonably possible.

The time required depends on the refund method.

JazGo Wallet

Wallet credit is generally the fastest refund option because it is applied directly to your JazGo account.

Original Payment Method

Refunds to the original payment method may take several business days and, depending on the payment provider or financial institution, may take up to approximately 14 days to appear.

Any processing time controlled by banks, card networks, or payment providers is outside JazGo's control.

15. Promotional Purchases

Purchases made using promotional codes, discounts, credits, referral rewards, or special offers may be subject to additional conditions.

A refund does not automatically restore an expired promotional offer, discount, or promotional credit.

Where applicable, the refund amount may be based on the actual amount paid after the applicable discount.

16. Top-Ups

Where JazGo offers top-up services, top-ups are separate digital purchases.

Top-ups may have different refund conditions from the original eSIM purchase.

A top-up that has already been applied to an eSIM or made available for use may not be refundable.

Any top-up refund request will be reviewed according to its status and applicable conditions.

17. Expired eSIMs

An eSIM that has passed its 180-day pre-activation validity period may expire.

An expired eSIM is generally not eligible for cancellation or refund.

Customers are responsible for activating their eSIM within the applicable pre-activation period.

18. eSIM Deletion

Customers should not delete an installed JazGo eSIM unless instructed to do so by JazGo Support.

Deleting an eSIM does not automatically cancel the purchase or create a refund entitlement.

If you accidentally delete your eSIM, contact JazGo Support before attempting further changes.

19. Non-Refundable Circumstances

A refund may generally not be available where:

• The eSIM has already been activated
• The 180-day pre-activation period has expired
• The customer did not activate the eSIM within the applicable period
• The customer deleted an installed eSIM without contacting JazGo Support
• The customer's device is not compatible with eSIM
• The customer's device is carrier-locked where an unlocked device is required
• The customer selected an unsuitable plan after being provided with the relevant plan information
• The service was used in violation of the JazGo Acceptable Use Policy; or
• The issue resulted from circumstances outside JazGo's reasonable control.

This does not limit any mandatory rights or remedies available to consumers under applicable law.

20. Fraudulent or Abusive Refund Requests

JazGo may refuse or restrict refund requests where there is evidence of:

• Fraud
• Misrepresentation
• Repeated abusive refund requests
• Unauthorized use
• Deliberate misuse of the service
• Manipulation of the refund process; or
• Attempts to obtain an improper financial benefit.

This does not affect legitimate consumer rights under applicable law.

21. Chargebacks and Payment Disputes

If you believe a transaction was unauthorized or incorrectly charged, please contact JazGo Support where possible so that we can investigate and assist you.

Nothing in this section limits any rights you may have under applicable law or applicable payment-network rules.

22. Consumer Rights

Nothing in this Refund Policy is intended to remove, restrict, or override any mandatory consumer rights or legal remedies that apply to you under the laws applicable to your purchase.

Where applicable law provides you with rights that are more favorable than this policy, those rights will continue to apply.

23. Changes to This Refund Policy

JazGo may update this Refund Policy from time to time to reflect changes to our services, technology, payment processes, legal requirements, or business practices.

The latest version will be published through the JazGo website and application.

Changes will not retroactively remove rights that have already arisen under applicable law.