Refund & Cancellation Policy

Last Updated: October 2023

At NovaSIM, we want to ensure you stay connected during your travels. Since our eSIMs are digital products, our refund policy is designed to be fair to both our customers and our service providers.

1. When You ARE Eligible for a Refund

  • Non-Delivery: If the eSIM QR code was not delivered to your email address within 24 hours of purchase (please check your spam folder first).
  • Technical Failure: If the eSIM cannot be activated or used due to a verified technical issue with the network or our platform, and our support team is unable to resolve it within a reasonable time.
  • Pre-Activation Cancellation: If you purchased an eSIM but have NOT scanned the QR code or installed it on any device, you may request a refund within 30 days of purchase (a small processing fee may apply).

2. When You ARE NOT Eligible for a Refund

We cannot issue a refund in the following cases (User Error):

  • Device Compatibility: Your device does not support eSIM or is Carrier Locked. It is the customer's responsibility to check compatibility before purchase.
  • Wrong Destination: You purchased an eSIM for the wrong country or region.
  • Deleted eSIM: You accidentally deleted the eSIM from your device settings after installation. (eSIMs are usually one-time use).
  • Local Network Issues: Issues caused by local network coverage, dead zones, or temporary maintenance at your destination.
  • Incorrect Data Usage: You ran out of data sooner than expected or failed to turn on "Data Roaming."
  • Change of Mind: You no longer need the eSIM due to flight cancellations, trip changes, or other personal reasons once the QR code has been sent.

3. Mandatory Troubleshooting Requirement

Before any refund for technical issues is processed, you must contact our support team via [Your Support Email/Chat] while the issue is occurring. You must provide screenshots showing:

  1. Your device's eSIM settings.
  2. The specific error message (if any).
  3. The "Data Roaming" toggle state.

Without these screenshots, we cannot verify the technical failure and your refund request will be denied.

4. Refund Process & Timeframes

Once approved, refunds will be credited back to your original payment method. Please note that it may take 5-10 business days for the funds to appear in your account, depending on your bank.

Partial refunds may be considered at our sole discretion if a significant portion of the plan remains unused due to a verified service interruption.

Questions? Contact us at [support.novasim@gmail.com]