Refund policy

Refund & Exchange Policy

At asimgo, we bridge the world with seamless connectivity. We strive for excellence, but we understand that technical challenges can arise. Below is our policy regarding refunds and replacements to ensure a transparent experience.

1. Eligibility for Refund or Replacement

You may be eligible for a full/partial refund or a complimentary replacement under the following conditions:

  • 1.1 Technical Failure: If the eSIM cannot be installed, activated, or used due to a verified technical issue from asimgo or our network partners.

  • 1.2 Connectivity Disruption: If the service becomes consistently unstable or stops working entirely due to infrastructure issues, provided you contact our support team during the incident.

  • 1.3 Out of Stock: In the rare event that a plan becomes unavailable after your purchase.

2. Refunds Subject to Processing Fees

  • 2.1 Device Incompatibility / Carrier Lock: It is the customer's responsibility to ensure their device is eSIM-compatible and network-unlocked. If an order is canceled for these reasons, a processing fee of 2.50 SGD or 10% of the order total (whichever is higher) will be deducted to cover payment gateway and administrative costs.

3. Non-Refundable Situations

Refunds will not be issued in the following scenarios:

  • 3.1 Change of Mind: Once the eSIM is delivered, we cannot offer refunds for incorrect purchases or changes in travel plans.

  • 3.2 One-Time Installation: Each eSIM is a unique digital asset. It can only be installed on a single device and cannot be transferred. Deleting the eSIM profile after installation voids all refund eligibility.

  • 3.3 Data Expiration: No refunds for unused data after the plan’s validity period has expired.

  • 3.4 Wrong Information: asimgo is not liable for eSIMs sent to an incorrect email address provided by the customer at checkout.

  • 3.5 Local Service Interference: Issues caused by the user's hardware, local environmental factors, or third-party SIM interference are not covered.

  • 3.6 Expired Activation Window: eSIMs not activated within the designated validity window (typically 30-90 days from purchase) are considered expired and non-refundable.

4. Refund Claim Process

To ensure a swift resolution, please follow these steps:

  1. Contact Support: Reach out via our 24/7 Live Chat or email us at support@asimgo.com.

  2. Evidence: Provide your Order ID and screenshots of your device's "eSIM/Cellular Settings" and any error messages.

  3. Evaluation: Each request is evaluated case-by-case within 48 hours.

  4. Payout: Approved refunds are credited back to the original payment method. Please note that standard banking processing times (5-10 business days) apply.