Legal
Refund Policy
Last updated: June 2025 · We want you to be satisfied with every purchase.
We stand behind our products. This policy outlines when refunds are available for our digital eSIM products and how to request one. Please read this policy before making a purchase.
Overview
Nomadoverse sells digital eSIM products — downloadable mobile data plans delivered electronically. Because these are digital goods that are delivered instantly and consumed electronically, our refund policy reflects the nature of this product category while remaining fair to our customers.
We aim to resolve all genuine issues promptly and fairly. If you experience a problem, please contact us before initiating a chargeback.
Digital Goods — General Policy
⚠️ General rule: eSIM products are digital goods delivered electronically. Once an eSIM profile has been issued and sent to your email, it is generally non-refundable — similar to a downloaded software licence or digital gift card.
This is consistent with:
- EU Consumer Rights Directive (Article 16(m)) — exception for digital content that has been supplied with prior consent
- UK Consumer Rights Act 2015 — digital content that has been downloaded or supplied
- US standard practice for digital goods
However, we recognise that genuine technical failures happen, and we handle each case fairly as outlined below.
Eligible for Refund
✓ We will issue a full refund in the following circumstances:
| Situation | Refund | Timeframe to Claim |
|---|---|---|
| eSIM profile was never delivered to your email (non-delivery) | Full refund | Within 7 days of purchase |
| eSIM profile delivered but technically non-functional (cannot install or activate) | Full refund or replacement | Within 7 days of purchase |
| Duplicate order (same eSIM purchased twice by error) | Full refund of duplicate | Within 48 hours |
| Significant product mismatch (wrong coverage area vs. what was advertised) | Full refund | Within 14 days, unused |
| eSIM ordered but device found to be incompatible (first-time buyer, contacted before use) | Considered case-by-case | Within 24 hours, before activation |
| Unauthorised transaction (reported within 7 days) | Full refund after investigation | Within 7 days |
In some cases, we may offer a replacement eSIM rather than a refund, at our discretion, if this resolves the technical issue.
Not Eligible for Refund
✗ Refunds will not be issued in the following circumstances:
- eSIM has been activated and data has been used — even partially
- Device incompatibility — you are responsible for verifying eSIM compatibility before purchase
- Change of mind after the eSIM profile has been issued
- Expiry of data — unused data after the plan's validity period expires
- Network quality complaints — speeds, coverage, or service quality in specific locations (subject to carrier network conditions beyond our control)
- User error — incorrect installation, deleting the eSIM, exceeding data limits
- Travel plan changes — purchasing for a trip you no longer take
- Late refund requests — claims submitted outside the timeframes specified above
- Violation of our Terms of Service
How to Request a Refund
Email us at [email protected]
Use subject line: "Refund Request — Order #[your order number]"
Include the following information
Full name, email used at purchase, order number, date of purchase, reason for refund request, and any supporting evidence (screenshots of error, etc.)
We review your request
We will review and respond within 2 business days. We may request additional information if needed.
Refund is processed
Approved refunds are processed within 5–10 business days back to your original payment method.
Refund Processing
Refund Method
All refunds are returned to the original payment method used at checkout. We cannot issue refunds to a different card or payment method.
Partial Refunds
In cases where some data has been used, we may offer a partial refund proportional to the unused data, at our discretion.
Currency
Refunds are issued in the original transaction currency. We are not responsible for exchange rate fluctuations.
Processing Time
| Step | Timeframe |
|---|---|
| We review your request | 1–2 business days |
| We approve and initiate refund via Stripe | 1 business day after approval |
| Stripe processes the refund | 5–10 business days |
| Funds appear in your account | Depends on your bank/card issuer |
Chargebacks & Payment Disputes
We strongly encourage you to contact us directly before filing a chargeback with your bank or card issuer. Most genuine issues can be resolved quickly and without the need for a chargeback.
Filing a chargeback without first contacting us:
- Causes unnecessary delays for both parties
- May result in your account being suspended
- May be considered abuse of the payment dispute system if the claim is not legitimate
We cooperate fully with all Stripe and card network dispute investigations and will provide full evidence for any fraudulent or illegitimate chargebacks.
EU Consumer Rights
If you are a consumer in the European Union, you have statutory rights under the EU Consumer Rights Directive (2011/83/EU) and applicable national consumer protection laws.
14-Day Right of Withdrawal
EU consumers generally have a 14-day right of withdrawal for distance contracts. However, this right does not apply to digital content (including eSIM profiles) where:
- The delivery of the digital content has begun; and
- You have given prior express consent; and
- You acknowledged that you will lose your right of withdrawal once the digital content delivery begins
By completing your purchase and confirming that delivery of the eSIM may begin immediately, you expressly consent and acknowledge the above. This is in accordance with Article 16(m) of the Consumer Rights Directive.
If an eSIM profile has not yet been issued, you may exercise your right of withdrawal by contacting us within 14 days of purchase.
UK Consumer Rights
UK consumers have rights under the Consumer Rights Act 2015. Digital content must be of satisfactory quality, fit for purpose, and as described.
If our eSIM product fails to meet these standards, you may be entitled to a repair, replacement, or refund. Contact us at [email protected] to exercise these rights.
Nothing in this policy limits your statutory rights under UK law.
Contact Us
For all refund requests and billing questions:
Subject line
"Refund Request — [Order Number]"
Response time
Within 2 business days
Entity
THE MIND GAUGE LTD (trading as Nomadoverse)
Nomadoverse is a trading name of THE MIND GAUGE LTD, registered in England & Wales.
Registered Office: Office 8321, 182-184 High Street North, East Ham, London E6 2JA, United Kingdom