Before installation or activation
If the eSIM is still unused and within the eligible cancellation window, you may request a refund review under the rule shown on the plan page.
Non-refundable situations
Plans are usually not refundable once installed, activated, attached to a network, partially used, fully used, expired, or blocked by an incompatible or carrier-locked device.
Top-ups (recharging an existing eSIM)
A top-up adds data and validity to your existing eSIM. If the top-up fails to land, it is fully refundable before it is credited. Once the top-up has landed (data and validity are added instantly), it is non-refundable.
Refund amount and settlement
An approved refund may have a payment processing fee deducted, based on your payment method and the rate at the time of purchase. The checkout and refund-request pages show the estimated net refund. Full refunds apply when the issue is on our side or by agreement.
Refunds are returned to your original payment method. Card refunds usually arrive within 5â10 business days, depending on your bank.
Network and app access disputes
Local coverage, 5G availability, indoor reception, congestion, exit IP routing, and third-party app policies can change. We review credible service failures, but these factors do not automatically qualify for refund.
How to request a refund
Email support@sohogoto.com with your order ID, checkout email, device model, destination, screenshots, and a short issue description. We may ask for diagnostic steps before making a decision.