Refunds Policy

Last Updated: April 27, 2026

Return and Refund Policy

At Flow Go, we want you to have a reliable eSIM experience. These return and refund terms apply to purchases made through our online store, flowgoesim.com.

Flow Go sells digital eSIM products. eSIMs are not physical SIM cards and no physical return shipment is required. Refund and return requests are handled through our designated return contact point at service@flowgoesim.com.

Once your eSIM QR code has been sent, it cannot be physically recovered or returned. However, eligible orders may qualify for a full or partial refund under the conditions below.

Return and Refund Policy Summary

Refund requests may be submitted within 180 days of purchase for eligible orders.

• Eligible reasons may include device compatibility issues, trip cancellations, unused eSIMs, or unresolved connection issues.
• No physical return shipment is required for eSIM products.
• Refund and return requests must be submitted through our designated return contact point: service@flowgoesim.com.
• No cancellation, return, or restocking fees are charged for approved refund requests.
• Approved refunds are processed to the original payment method within 15 business days, depending on bank processing times and local public holidays.

Eligible Refund Situations

1. Device Compatibility Issues

If your device is not compatible with eSIM or is carrier-locked, you may request a refund if the following conditions are met:

• The eSIM QR code has not been scanned.
• The eSIM has not been activated.
• No data from the plan has been used.
• The eSIM was purchased within 180 days of the refund request.
• You provide screenshots or other information needed to verify the compatibility issue or device lock status.

2. Trip Cancellations or No Longer Needed

If you cancel your trip or no longer need the eSIM, a refund may be issued if the following conditions are met:

• The eSIM was purchased from the Flow Go website.
• The eSIM has not been activated or used.
• The refund request is submitted within 180 days of purchase.

If the eSIM has already been activated or used, we will review your case and may offer a partial refund, replacement eSIM, or store credit depending on the situation.

3. Connection Issues

If your eSIM does not work due to a problem with Flow Go or the connection provider, we may provide a full or partial refund.

Before processing a refund, please contact our support team at service@flowgoesim.com and provide screenshots, device information, and a description of the connection issue. Our team will first help check whether the eSIM has been correctly installed and configured.

• If the eSIM never connected to the internet and the issue cannot be resolved, we may offer a full refund.
• If the eSIM worked temporarily or stopped working during the validity period, we may offer a partial refund based on the unused portion of the service.
• In some cases, we may offer a replacement eSIM or store credit instead of a refund, depending on product availability and the nature of the issue.

Replacements and Exchanges

For eligible cases, Flow Go may offer a replacement eSIM, store credit, or another suitable solution. Replacement eSIMs are generally offered when the original eSIM cannot be used due to technical or connection-related issues that cannot be resolved.

Because eSIMs are digital products, exchanges do not require any physical return shipment.

Non-Refundable Situations

Refunds may not be granted in the following situations:

• No Communication: Refund requests may be rejected if you experience a usage issue but do not contact our support team or provide the information needed to investigate the issue.
• Expired Data Packages: Each data package has a validity period. After the validity period expires, any remaining data cannot be refunded.
• Third-Party Charges: We do not provide refunds or compensation for costs related to backup phones, backup SIM cards, other providers, hotel phones, roaming charges, or other expenses not directly related to your Flow Go eSIM order.
• Fraudulent or Abusive Activity: Flow Go reserves the right to deny refunds if there is evidence of abuse, fraud, violation of our terms, or misuse of Flow Go products or services.
• Unauthorized Purchases: Unauthorized purchase claims may be subject to investigation before any refund decision is made.
• Billing Errors: If you believe there is a billing error, please contact Flow Go within 7 days of receiving the invoice and provide details of the disputed amount.
• Third-Party App Registration: Flow Go eSIM services are primarily intended for internet connectivity. We do not guarantee the ability to register, verify, or receive OTPs for third-party applications such as WhatsApp, TikTok, Uber, or similar services. Refunds will not be granted for inability to use specific third-party apps if the data service is otherwise functional.
• Used or Activated eSIMs Without Technical Issues: Refunds may not be available if the eSIM has been activated, used, and the service is functioning as described.

How to Request a Refund

To request a refund, please contact us through our designated return contact point:

• Email: service@flowgoesim.com

Please include your order number, purchase email address, a description of the issue, and any relevant screenshots. If your request is related to a connection issue, please contact us as soon as possible so our team can help troubleshoot the problem.

For digital eSIM products, no physical return shipment is required. All refund and return requests are reviewed through our designated return contact point.

Refund Process

• Refunds are issued to the original payment method used for the purchase.
• In some cases, we may offer store credit or a replacement eSIM as an alternative solution.
• Approved refunds are processed within 15 business days, depending on bank processing times and local public holidays.
• No cancellation, return, or restocking fees are charged for approved refund requests.

Contact Us

If you need help with a refund or return request, please contact us:

• Email: service@flowgoesim.com