Refund policy

Refund Policy

Last updated: June 2026

get/lost sells digital products (eSIM data bundles). There is nothing physical to return. This policy sets out clearly when we will and will not issue a refund.

Digital goods and your right to cancel

eSIM bundles are digital goods delivered immediately by email. Under the Consumer Contracts Regulations 2014, you have a 14-day right to cancel digital purchases. However, this right is lost once you have expressly consented to immediate supply and acknowledged that cancellation rights are waived upon delivery of the digital content.

By completing your purchase, you expressly consent to us beginning supply immediately and acknowledge that your 14-day cancellation right is waived once your QR code has been delivered to your email address. This is recorded at the time of purchase.

When we will refund you

We will issue a full refund in the following circumstances:

  • QR code not delivered: Your QR code did not arrive within 60 minutes of payment and our support team cannot resolve the delivery issue. Always check your spam folder first.
  • eSIM fails to activate: Your eSIM cannot be activated despite following our installation guide correctly, and our support team cannot fix the issue within 24 hours.
  • Compatibility issue on our end: Your device was confirmed as compatible by our compatibility checker but the eSIM cannot be installed due to a fault on our side.
  • Duplicate charge: You were charged twice for the same order. Contact us within 1 hour of purchase.
  • Unactivated bundle: If your QR code has been delivered but you have not yet scanned or activated it, you may request a refund to account credit within 60 days of purchase. We consider these on a case-by-case basis.

When we will not refund you

We cannot issue refunds in the following circumstances:

  • eSIM has been activated: Once your QR code has been scanned and any data has been used, the product has been consumed. This applies regardless of how much data remains.
  • Change of travel plans: You no longer need the eSIM because your trip has changed or been cancelled. We recommend purchasing close to your travel date if your plans are uncertain.
  • Incompatible or locked device: Your phone was not eSIM-compatible or was locked to a carrier, and you did not check compatibility before purchasing, or you ignored our compatibility checker guidance.
  • Poor signal or coverage: Data speeds or coverage in a specific location were not as expected. Coverage depends on local network operators and is outside our control.
  • Installation errors: The eSIM was not installed or activated correctly. Our installation guide and support team are available to help before you declare a fault.
  • Permanent Roaming suspension: Your eSIM was suspended because it was used in a single country for 60 or more consecutive days, which is prohibited under our network agreement.

How to request a refund

Email us at support@gogetlost.co with:

  • Your order number
  • The email address used at checkout
  • A brief description of the issue

We aim to respond within 4 business hours. Approved refunds are processed within 5 business days and returned to your original payment method. Depending on your bank or card provider, it may take a further 3–5 business days to appear on your statement.

Disputes and chargebacks

If you believe you have been charged incorrectly, please contact us at support@gogetlost.co before raising a dispute with your bank. We resolve the vast majority of issues quickly and directly. Chargebacks raised without contacting us first may result in your account being suspended.

Contact

get/lost Ltd  ·  go wander · stay connected  ·  June 2026