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Refund, Delivery and Cancellation Policy

Last updated: 11 October 2026

This policy explains how OrbitexGo delivers eSIMs and how cancellations and refunds work. It is part of our Terms and Conditions (https://orbitexgo.com/terms).

Delivery

  • OrbitexGo sells digital products only. Nothing is shipped and there are no delivery fees.
  • Your eSIM is delivered immediately after payment, usually within a few minutes, in the app (My eSIMs) and by email to the address you entered at checkout, with a QR code and installation instructions.
  • We deliver to customers worldwide, except where restricted by sanctions (see our Terms). Each plan works only in the countries listed in its coverage.
  • If you have not received your eSIM within 24 hours, contact us. We will deliver it or refund you in full.

Cancellation

  • You can cancel any order as long as the eSIM has not been installed on a device or activated on a network, within 30 days of purchase, and receive a full refund.
  • Once an eSIM has been installed or activated it is tied to your device and cannot be cancelled, except in the cases listed under "Full refunds" below.

Full refunds

You receive a full refund when:

  • the eSIM has not been installed or activated and you ask for a refund within 30 days of purchase;
  • the eSIM cannot be installed or does not connect because of a technical problem on our side or our network partner's side, and our support team cannot fix it within a reasonable time (your device must support eSIM and be carrier-unlocked, and we may ask you for screenshots to find the problem);
  • your eSIM was not delivered within 24 hours of payment;
  • you were charged twice or charged the wrong amount.

If a plan stops working part-way through because of a network problem we cannot fix, we will refund the unused part of the plan or give you a replacement plan of the same value, as you prefer.

When we cannot refund

  • Data that has already been used, and plans that have expired.
  • An eSIM you deleted from your device.
  • Reduced speed on unlimited plans after the daily high-speed allowance, as described on the plan.
  • A change of travel plans after the eSIM has been installed or activated.

How to request a refund

  • Email [email protected] with your order number (it starts with OG-), the email address you used and a short description of the problem.
  • We reply within 24 hours and decide within 3 business days.
  • Approved refunds go back to the original payment method, in the original currency, without any fee from us. Banks usually show the refund within 5–10 business days.
  • If a promo code was used, the refund is the amount you actually paid.

Before disputing a charge

Please contact us before disputing a charge with your bank. We resolve most problems within a day, and a dispute can take your bank weeks.

Contact