Refund Policy

1. For eSIM (Electronic SIMs)

Due to the nature of the product, eSIMs cannot be returned/refunded after payment on the Way2go website (https://way2gotravel.com)

Customers can request a refund if the eSIM is faulty and Way2go cannot fix it, or if the fault is confirmed by the network provider.

Way2go will process the refund for the customer within 5-7 working days after confirming the fault. The refunded amount will be transferred via bank transfer to the account provided by the customer through the registered email used when purchasing. The refund amount will be based on the actual payment made by the customer on the order.

Way2go encourages customers to contact us proactively to negotiate and resolve any issues arising in the refund transaction through the communication channels provided on the website.

Instances where a refund cannot be requested:

• eSIM is lost or has been used according to the Way2go system.
• Customer deletes the eSIM from their device and wants to reinstall it.
• Customer's device does not support eSIM.
• Customer's phone is network locked (lock version phone).
• eSIM has expired (30 days from the successful payment of the order).
• Change of mind about the purchase.
• The destination country has force majeure events (including but not limited to natural disasters, earthquakes, epidemics, fires, wars, strikes, riots, changes in the local country's legal policies, government changes, etc.).
• The network infrastructure of the destination country is unstable or problematic.