Refund Policy
This Refund Policy explains when refunds are available, how to request them, and the processing timeline. This policy complies with consumer protection laws including the EU Consumer Rights Directive.
Last updated: February 2, 2026
1. 14-day right of withdrawal (EU/UK customers)
If you are located in the European Union or United Kingdom, you have the right to cancel your purchase within 14 days of the date of purchase without giving any reason, provided the eSIM has not been activated. By activating the eSIM, you expressly waive your right of withdrawal as you have requested immediate performance of the digital service.
2. Eligibility for refunds
Full refunds are available in the following cases: (a) eSIM not activated: within 14 days of purchase for any reason; (b) Technical failure: eSIM fails to activate due to our system error; (c) Service not as described: coverage or speed materially differs from our published specifications; (d) Duplicate purchase: you accidentally purchased the same plan twice. Partial refunds may be considered on a case-by-case basis for unused data due to severe service disruptions on our end.
3. Non-refundable cases
Refunds are not available in the following situations: (a) eSIM already activated and data consumed (except where legally required); (b) Device incompatibility or user error in installation; (c) Carrier network issues beyond our control; (d) Dissatisfaction with speed or coverage within normal network parameters; (e) Change of travel plans or failure to use the service; (f) Requests made more than 30 days after purchase date.
4. How to request a refund
To request a refund, email support@novasim.al within the eligible timeframe with: (a) Your order number or email address used for purchase; (b) Date of purchase; (c) Reason for refund request; (d) Screenshots or details of any technical issues (if applicable); (e) Device model and operating system version. Our support team will review your request and respond within 2 business days.
5. Refund processing
Once your refund is approved: (a) You will receive confirmation via email; (b) The refund will be issued to your original payment method within 5-10 business days; (c) Bank processing may take an additional 3-7 business days depending on your financial institution; (d) Currency conversion fees charged by your bank are not refundable. If you do not receive your refund within the stated timeframe, please check with your bank first, then contact us at support@novasim.al.
6. Chargebacks and disputes
If you initiate a chargeback or payment dispute without first contacting us, we reserve the right to suspend or terminate your account and deny future service. We encourage you to contact support@novasim.al to resolve any issues before filing a dispute with your payment provider.
7. Exceptions and legal rights
This policy does not affect your statutory rights under applicable consumer protection laws. In jurisdictions where mandatory consumer protection laws provide greater rights than this policy, those legal rights shall prevail.