This Refund Policy explains when RYAN CONSULTING SG PTE. LTD. (“we”, “us”) may provide refunds for eSIM data plans purchased through LET'S GO (the “Services”). This Policy supplements our Terms of Service.
1. Digital nature of eSIMs
eSIM profiles are digital products delivered electronically. Once an eSIM has been issued to your account or delivered (for example, via QR code or activation details), the product may be considered consumed or partially consumed, which limits refund options.
2. Eligible refunds
We may approve a full or partial refund when:
- Technical failure on our side: we are unable to deliver a valid eSIM profile after payment, and the issue is not resolved within a reasonable time after you contact support;
- Duplicate charge: you were charged more than once for the same order;
- Plan materially not as described: the purchased plan’s validity, data allowance, or coverage materially differs from what was shown at checkout (subject to verification);
- Unused profile: the eSIM has not been installed, activated, or used, and you request cancellation within 24 hours of purchase (or before the validity period starts, if earlier).
3. Generally non-refundable cases
Refunds are usually not available when:
- The eSIM has been installed, activated, or has begun consuming data;
- The validity period has started or expired;
- Issues are caused by an incompatible, carrier-locked, or unsupported device;
- Poor coverage or speed is due to local network conditions, roaming limitations, or fair-use policies of the underlying operator;
- You purchased the wrong destination or plan variant by mistake after confirming checkout;
- You no longer need the plan for travel reasons unrelated to service delivery.
4. How to request a refund
Email [email protected] with:
- Order number or registered email;
- Destination/plan purchased;
- Reason for the request; and
- Screenshots or error messages, if applicable.
We aim to respond within 2 business days. Approved refunds are returned to the original payment method where possible; processing times depend on your bank or payment provider (typically 5–14 business days).
5. Chargebacks
If you initiate a chargeback without contacting us first, we may suspend your account while the dispute is investigated. Please contact support so we can resolve issues faster.
6. Partial refunds & credits
Where only part of a plan was unusable due to a verified service issue, we may offer a partial refund or account credit at our discretion.
7. Governing law
This Policy is governed by the laws of the Republic of Singapore. Disputes are subject to the courts of Singapore, subject to mandatory consumer protections in your country of residence.
8. Contact
RYAN CONSULTING SG PTE. LTD.
GATEWAY EAST, 152 Beach Road #11-005, Singapore 189721
[email protected]