REFUND / CANCELLATION / MODIFICATION POLICY

If the eSIM cannot be installed and utilized because of a Gohub-related technical issue, the customer has the right to request a refund or a modification.

1. REFUNDS AND CANCELLATION

1.1. POLICIES AND GUIDELINES

1.1.2. When the activation is no longer possible after thorough troubleshooting, a refund request may be made within thirty (30) days after the purchase date.

1.1.3. If the eSIM has already been activated and a problem develops that Gohub is to blame for and/or that the cell operator has acknowledged can’t be fixed quickly, a refund for the remaining data may be given.

1.1.4. The customer’s early cooperation in resolving the issue is absolutely important in order to receive a refund.

1.1.5. Each data package has its own validity period. The leftover data will not be eligible for a refund of any kind when the validity period expires.

1.1.6. Compensation: No refunds or payments of any type will be made because of charges from additional phones, additional SIM cards, or additional hotel phones (See section 7. LIABILITY AND WARRANTY in our Terms and Conditions).

1.1.7. Fraudulent purchases: If there is any indication of misuse, a breach of our terms and conditions, or any fraudulent actions related to utilizing Gohub products and services, Gohub retains the right to refuse any kind of refund.

1.1.8.Unauthorized purchases: Before processing any refunds, the matter will be investigated and approved. Any orders connected to fraud may be suspended by Gohub at its discretion.

1.1.9. Incorrect charges: If a customer reasonably and in good faith disputes an invoice or a portion of it, the customer must notify Gohub of the dispute within 10 working days of receiving the invoice. The notification must include information about why the customer believes the amount charged is incorrect as well as, if possible, the amount the customer believes is owed. (Read more about charges for use in section 4.2 of the terms and conditions.)

1.1.10. Gohub will not accept refund request in these cases:

  • Customers have deleted the eSIM and want to reinstall it.
  • Customer’s device does not support eSIM.
  • Customer’s phone is network locked.
  • eSIM past the expiration date (Expiration date is stated in the order confirmation email).
  • The country you are traveling to has events of force majeure (including but not limited to cases of natural disasters, earthquakes, epidemics, fires, wars, strikes, riots, changes in local legal policies, changes in government…).
  • The network infrastructure of the traveling country encounters issues, is not stable.
  • Customers do not proactively contact Gohub when an eSIM issue occurs.

1.1.11. Other Reasons: If the refund request does not fall under one of the aforementioned categories, we will look into it individually. If the refund is granted, there can be a processing charge. The most credit or refund a consumer may request must be equal to or lower than the entire price of their purchase.

1.2. REFUND PROCESS

Customers contact the Gohub support team via Gohub Whatsapp or send an email to cs@gohub.com to make a refund request. Please be aware that the aforementioned refund policy will apply. Customers may be asked for additional information to support their refund request, depending on the nature of the problem, such as screenshots of the device settings for technical problems, explanations of why the invoiced amount is incorrect, and, if possible, an estimate of how much the customer believes is owed. Regarding refunds for technical problems, please see section

1.2.1 of the same article. Customers can choose to receive a credit using their original payment method (Tazapay). The transaction may take 5 to 10 business days to complete. 

2. MODIFICATION

Once acquired, the eSIM data packages from Gohub cannot be changed or customized based on specific requirements; they are provided as-is.