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Our rules are separated by why you are asking, not only by how much data you used. That matters: a plan that never worked is not the same as a plan you changed your mind about.
| Changed your mind 0–14 days, not installed |
Full refund. Nothing deducted. An unused eSIM costs us nothing to cancel with our supplier, so we do not pretend it does. |
|---|---|
| Changed your mind 15–90 days, not installed |
Refund less the payment processing fee we were actually charged on your order. We show you the exact amount. We do not deduct a flat administrative fee — a flat fee takes a much bigger bite out of a small order than a large one, which is not fair and we will not do it. |
| Installed, no data used |
We review it and come back to you. We can read your actual usage from the network, so "I never used it" is something we can check rather than something you have to prove. |
| It was faulty | Refunded regardless of how much data you used, in proportion to what was not usable. If it would not connect, or stopped working through no fault of yours, the amount of data that passed before it broke is not the point. |
| Used, and it worked | No refund. You received what you bought. |
We do not offer change-of-mind refunds after 90 days. An unused eSIM activates automatically 180 days after purchase, so after that point it is running whether or not you are using it. If something is genuinely wrong, the faulty rule above still applies and has no 90-day cut-off.
Email hello@gojowa.com with your order number and one line about what happened. You do not need a form or a template.
If the plan is not working, tell us while you are still travelling if you can. Most faults we can fix the same day, and a working eSIM is worth more to you than a refund.
We aim to decide within 2 working days and to send approved refunds the same day we decide. The money goes back to the card or account you paid with. How quickly it appears is up to your bank — usually a few days, occasionally longer.
This policy sits on top of your legal rights, it does not replace them. If you are a consumer, you are entitled to a service supplied with reasonable care and skill and to a digital product that is as described and fit for purpose. Nothing here removes that. In particular, the "used, and it worked" rule never applies to a plan that did not work.
At checkout we ask you to confirm that you want the eSIM supplied immediately and that you understand you thereby lose the 14-day statutory cancellation right. The first two rules above are our own commercial promise, given deliberately because they cost us little and are worth a lot to you.