Refund Policy

Effective Date: March 17, 2026

Please read this Refund Policy carefully to understand your rights and our procedures for handling requests related to NOMORO e-SIM services.

Due to the nature of our product as digital goods with an instant activation system, this policy is designed with care to distinguish between technical system issues on our end and user errors or device limitations. There is no product exchange system available in our service.

1. Nature of Digital Products (No Exchanges)

Since NOMORO e-SIMs utilize a seamless in-app provisioning system:

  • Product Characteristics: All purchased e-SIMs are strictly non-exchangeable and non-cancellable once the activate/install button has been pressed and the e-SIM profile has been downloaded to your device.
  • First Step: If you experience any issues within the app before pressing the install button, please contact our support team immediately before taking any further action in your device settings.

2. Conditions for a Refund Request

Refunds will only be considered and processed under the following specific conditions:

  • Accidental Purchase (Uninstalled): If you accidentally purchase the wrong plan (e.g., selecting the wrong destination country), a full refund can only be provided if you report it immediately and our system verifies that the e-SIM installation process has not been initiated at all.
  • System Activation Failure: In cases where the e-SIM fails to install on your device despite using the official app and a supported device, we will conduct a technical investigation. A refund will be issued if the failure is proven to originate from NOMORO's servers or systems.
  • Service Technical Failure: If the e-SIM profile is successfully installed but completely fails to get a signal due to a technical error from NOMORO's network providers, and our technical team cannot resolve the issue within a reasonable timeframe.

3. Non-Refundable Conditions

NOMORO reserves the right to refuse a refund request under the following circumstances:

  • Already Installed: The e-SIM profile has been successfully installed on the device via the app, regardless of whether the data quota has been used or not.
  • User Error: Issues arising from customer negligence or mistakes, including but not limited to:
    • Accidentally or intentionally deleting/removing the e-SIM profile from the phone's settings (NOMORO e-SIMs can generally only be installed once).
    • Incorrectly altering cellular network or APN settings manually, violating the official app guidelines.
  • Device Incompatibility: If the e-SIM fails to install or function because your device does not support e-SIM technology or your device is network/carrier locked. It is the absolute responsibility of the buyer to check device compatibility before making a payment.
  • External Factors: Connectivity issues caused by local operator network problems in the destination country (such as regional outages) or if you are in a blank spot area (mountains, remote islands, basements) that is out of signal coverage.

4. Refund Claim Procedure

If you meet the criteria to request a refund or require technical assistance, please contact us through our official channels:

You must include the following information in your report:

  • Order ID.
  • Full details of the issue experienced.
  • Screenshots of the error message in the app or your phone's settings.

5. Processing Time

  • Initial Review: Once we receive your complete request, our team will conduct a review and technical validation on our system within 1 business day.
  • Fund Disbursement: If the refund is approved, the funds will be returned to your original payment method. This process may take 1-3 business days, depending on the processing speed of your bank or payment gateway provider.

6. Policy Changes

We may update this Refund Policy at any time. Any changes will be published on our app and website and will become effective immediately upon posting.