NOMORO CONSUMER TERMS & CONDITIONS

Last Updated: 18-06-2026

INTRODUCTION

General Provisions

Thank you for choosing NOMORO. Please read these Consumer Terms & Conditions ("Terms") carefully before using our services. These Terms govern your use of:

  • The NOMORO application (the "App") and the official NOMORO website (the "Website");
  • eSIM data packages ("Data Packages");
  • Additional features provided by third parties, if any.

Collectively, the above are referred to as the "Services".

These Terms apply to individual users for personal and non‑commercial use.

By downloading our app, accessing our website, or using our services, you acknowledge that you have read, understood, and agreed to the terms outlined in this document.

NOMORO’s Status as a Reseller

NOMORO is not a mobile network operator. NOMORO acts as an eSIM reseller, providing access to Data Packages supplied by partner network operators and/or global aggregators. Purchases of Data Packages are made through the NOMORO App and processed via third‑party payment gateways.

Amendments to the Terms

NOMORO reserves the right to update these Terms from time to time to comply with the laws and regulations of the Republic of Indonesia, regulatory policies, feature development, security requirements, or other operational reasons. Material changes will be notified through the App or by email. Continued use of the Services constitutes acceptance of the updated Terms.

USER ELIGIBILITY

By using the Services, you represent and warrant that you:

  • Are at least 18 (eighteen) years old;
  • Have the legal capacity to enter into a binding agreement under Indonesian law; and
  • Provide valid and legally binding consent.

USER ACCOUNT

To use the Services, you must create an account using accurate, complete, and up‑to‑date information. Your account is personal and non‑transferable. You are fully responsible for all activities conducted through your account.

ACCOUNT RESPONSIBILITY

Device Compatibility: It is the user's sole responsibility to ensure their device is carrier-unlocked and eSIM compatible before making any purchase. NOMORO does not provide refunds for purchases made on incompatible or locked devices.

Guest Use: NOMORO may allow you to access the App and purchase Services without creating a registered account ("Guest Use"). By choosing Guest Use, you acknowledge and agree to the following:

  • Data Persistence: NOMORO makes no guarantees regarding the persistence or backup of your purchase history, active Data Packages, or eSIM settings.
  • Risk of Loss: If you delete the App, clear your device cache, lose your device, or migrate to a new device without a registered account, you may permanently lose access to your purchases and active Data Packages.
  • Limitation of Liability: NOMORO is not responsible for any loss of data, unused quotas, or financial loss resulting from your failure to register an account. We cannot recover or transfer "Guest" purchases to other devices.
  • Support Limitations: Please note that technical support and troubleshooting are significantly more efficient with a registered account, as it allows our team to identify and verify your transaction history more quickly.

eSIM SERVICES & DATA PACKAGES

General Provisions

  • All Data Packages are prepaid.
  • The validity period and data quota of each Data Package are displayed prior to purchase.
  • Expired Data Packages or Data Packages with exhausted quotas are non‑refundable, except as otherwise provided under the Refund Policy.

eSIM Installation & Activation

  • In-App Provisioning: NOMORO uses "Direct Activation" technology. You acknowledge that no physical SIM card or QR code email is required. Digital delivery is considered complete and the service "delivered" once the eSIM profile is made available for installation within the App.
  • Installation: An active internet connection (Wi-Fi or mobile data) is required to download and install the eSIM profile. You do not need to be in the destination country to complete installation. We strongly recommend installing your eSIM before your departure.
  • Single-Install Nature: An eSIM profile can generally only be installed one (1) time. Deleting or removing the eSIM profile from your device's cellular settings may cause the eSIM to be permanently voided. NOMORO is not responsible for, and cannot recover, eSIMs deleted by the Customer.
  • Activation: Unless otherwise stated, your Data Package activates and its validity period begins only when your device connects to a supported network in the destination country.
  • Data Roaming: To use the Service, you must enable "Data Roaming" in your device settings for the NOMORO eSIM line.
  • Location Requirements: While installation is possible worldwide, the Service will only provide data connectivity within the specific countries included in your purchased Data Package.

Network Quality

Network quality, speed, and coverage depend heavily on the partner operators in each respective country. NOMORO does not guarantee any specific level of network performance.

Service Validity & Expiration

  • All NOMORO eSIMs must be installed and activated within 30 days from the date of purchase (the "Activation Window"). If the eSIM is not activated within this period, the profile will automatically expire and be voided.
  • Expired eSIMs due to failure to activate within the 30-day window are non-refundable and cannot be exchanged for new profiles or Points.
  • Once the eSIM is activated (connected to a local network at the destination), the specific data plan's validity period begins (e.g., 7 days, 15 days, or 30 days).
  • The validity period runs continuously and cannot be "paused," even if the device is turned off or data is not being used.
  • The service expires according to whichever comes first: the end of the time duration or the total consumption of the allocated data quota.
  • Any data remaining at the end of the validity period is automatically forfeited. It cannot be carried over to a new plan or converted into NOMORO Points.

PAYMENT

Payment Security

Payments are processed via third‑party payment gateways available in the App. NOMORO does not store users’ payment details.

Pricing & Taxes

All prices displayed in the NOMORO App exclude applicable taxes, unless expressly stated otherwise in accordance with Indonesian tax regulations. All prices are displayed in Indonesian Rupiah (IDR) unless otherwise stated. NOMORO reserves the right to adjust pricing at any time prior to purchase.

Additional Fees

Users acknowledge and agree that additional administrative fees may apply, including but not limited to payment gateway service fees and platform fees associated with payment methods such as QRIS, Virtual Accounts (VA), debit/credit cards, or other payment methods made available in the NOMORO App.

The amount of administrative fees may vary depending on the selected payment method and will be disclosed to users before the transaction is completed.

POINTS & CREDITS

Point Value and Usage

  • The value of NOMORO Points depends entirely on in-app offerings. NOMORO Points cannot be exchanged for cash, legal tender, or real-world currency, and hold no independent monetary value.
  • Points can be used to purchase any data package within the App. If your Point balance does not cover 100% of the transaction, the remaining balance must be paid via our integrated payment gateways.
  • To comply with payment gateway (DOKU) requirements, the minimum cash transaction is Rp10.000. If a Point redemption leaves a remaining balance of less than Rp10.000, the user must pay exactly Rp10.000, and any excess will be credited back to their Point balance.
  • NOMORO Points currently have no expiration date; however, NOMORO reserves the right to implement an expiration policy.

Earning Points

  • Points are earned through successful purchases (cashback %), successful referrals, or as a result of a processed refund.
  • If a transaction is refunded, any Points/cashback earned from that specific transaction will be automatically deducted from the user’s account.

REFUND POLICY

General Provisions: Refunds for Data Packages are granted at the sole discretion of NOMORO and are subject to the conditions outlined below. All refund requests must be submitted within 30 (thirty) days of the original purchase date.

Eligibility for Full Refund

A full refund may be issued only if:

  • Non-Installation: The eSIM profile has not been downloaded or installed on any device.
  • Non-Activation: The Data Package has not been activated (i.e., it has not connected to a network in the destination country).
  • System Failure: A verified technical issue originating from NOMORO or its partner network systems prevents the service from being used, provided the user has completed the Troubleshooting Requirement below.

Non-Refundable Circumstances

Refunds will not be provided in the following cases:

  • Used Data: The Data Package has been activated or any portion of the data quota has been consumed.
  • Incompatible/Locked Devices: The user’s device is not eSIM compatible or is locked to a specific carrier.
  • User-Initiated Deletion: eSIMs are Single-Install only. Deleting the profile from your settings voids the service and is non-refundable.
  • Account Deletion: The user account has been deleted by the user prior to the refund request completion.
  • External Costs: NOMORO is not responsible for, and will not refund, any charges incurred from alternate providers, roaming charges on other SIM cards, hotel phones, or local physical SIM cards purchased while the NOMORO service was unavailable.
  • Local Coverage: Weak or absent signal caused by geographical obstacles (mountains, oceans), building materials (basements, thick concrete), or local operator outages.
  • Delayed Notification: The user traveled and returned from their destination without ever notifying NOMORO support of a technical issue.
  • Policy Violation: Any evidence of fraudulent activity, resale, or violation of these Terms.

Troubleshooting Requirement

Users agree to cooperate with NOMORO’s technical support team to resolve connectivity or installation issues prior to requesting a refund. A refund request based on technical failure will only be considered if the user has:

  • Promptly notified support of the issue while in the destination country.
  • Followed all provided troubleshooting steps (e.g., checking APN settings, toggling Data Roaming, or restarting the device).

Refund Method

1. Points Refund

  • All approved refunds are issued primarily in NOMORO Points.
  • Automated Refunds are available only for eSIMs that have never been installed/activated within the first 30 days of purchase. These are issued as Points.
  • If a package is discontinued or out-of-stock at the time of provisioning, a refund will be issued in Points at 100% of the value.

2. Cash Disbursement

  • Refunds may be cashed out (returned to the original payment method) under certain circumstances.
  • All cash-out requests must be processed manually by NOMORO Support according to our manual review guidelines.
  • Cash-outs are generally reserved for system/provisioning failures or out-of-stock scenarios. Customer errors (wrong destination/wrong plan) are strictly refundable in Points only and cannot be converted back to cash.
  • In cases where a manual cash disbursement (return to bank account/original payment method) is approved, the refund amount will be subject to a deduction of the transaction fees charged by the payment gateway (e.g., DOKU) or the receiving bank.
  • The Customer acknowledges that the final amount received in their bank account will be the net amount after these administrative and gateway fees are deducted.
  • For the avoidance of doubt, these deductions do not apply if the customer chooses a refund in NOMORO Points, which remains at 100% of the package value.

3. Supporting Documentation

Users must provide proof of issue (screenshots) and cooperate with troubleshooting steps.

4. Non-Refundable Administrative Fees

Any Service Fees, Convenience Fees, and other administrative fees charged at the time of purchase are strictly non-refundable. These fees cover the operational and system costs of facilitating the digital transaction and are considered earned at the moment the transaction is confirmed, regardless of whether a refund for the data package is later approved.

FAIR USE & PROHIBITED ACTIVITIES

Users are prohibited from:

  • Using the Services for illegal, fraudulent, or commercial purposes;
  • Reselling Data Packages;
  • Interfering with or damaging network operations;
  • Excessive use of unlimited Data Packages in a manner resembling fixed broadband usage.

NOMORO reserves the right to restrict, throttle, or terminate the Services in the event of any violation.

On "Unlimited" data plans, local Network Partners reserve the right to apply a Fair Usage Policy where connection speeds may be automatically reduced if the Customer's data usage exceeds reasonable daily/monthly thresholds. This FUP is fully managed by the local operator in the destination country. The Service is provided purely for personal travel use; usage for mass commercial activities or heavy machine tethering is prohibited.

SUSPENSION & TERMINATION

NOMORO may suspend or terminate the Services without prior notice if:

  • There is a breach of these Terms;
  • Required by law or regulatory authorities; or
  • There are indications of fraud or misuse.

PERSONAL DATA PROTECTION

The processing of personal data is carried out in accordance with Law No. 27 of 2022 on Personal Data Protection (PDP Law) and the NOMORO Privacy Policy.

LIMITATION OF LIABILITY

To the fullest extent permitted under Indonesian law, NOMORO shall not be liable for:

  • Network disruptions caused by partner operators;
  • Data loss;
  • Indirect or consequential damages.

NOMORO’s total liability shall be limited to the amount paid by the user for the relevant Data Package.

The Service is provided on an "As-Is" and "As-Available" basis. You acknowledge that NOMORO is a digital service provider that partners with global networks and does not own or operate physical cellular towers.

Therefore, we do not guarantee that the service will be 100% uninterrupted or reach all geographical areas (such as remote regions, basements, or specific dead zones). NOMORO is exempt from liability for service interruptions caused by local operator maintenance, severe weather, or local regulatory restrictions in the destination country.

FORCE MAJEURE

NOMORO shall not be liable for any delay or failure of service caused by events beyond our reasonable control, including but not limited to: natural disasters, war, foreign government policies, global telecommunication system failures, or severed submarine internet cables.

INTELLECTUAL PROPERTY

All NOMORO trademarks, logos, app interface designs, proprietary text, and associated software are the exclusive property of NOMORO. Your use of the Service is limited to personal travel use and does not grant you any rights to copy, redistribute, reverse-engineer, or commercially exploit any part of our intellectual property. Any unauthorized use of the NOMORO brand or app assets will be subject to legal action under Indonesian Intellectual Property laws.

GOVERNING LAW & DISPUTE RESOLUTION

These Terms are governed by and construed in accordance with the laws of the Republic of Indonesia.

Any dispute shall first be resolved amicably through mutual discussion. If no resolution is reached, the dispute shall be submitted to the Surabaya District Court.

CONTACT

For assistance and inquiries: