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# What is your refund policy?

NewSIM offers **prepaid eSIM services**.
In general, refunds are **not available** once a plan is purchased, except in cases of **technical issues or defective eSIMs**.

Below are the details of when refunds may or may not be approved.
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### When a Refund May Be Approved
You may be eligible for a refund in the following situations:

✅ **Defective eSIM**
If your eSIM cannot be activated, it may be considered defective.
Please contact our support team so we can verify the issue.

✅ **Service Issues**
If you experience **technical or service-related issues** that prevent you from using your eSIM as intended, our support team will review the case and determine whether a refund is appropriate.

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### When a Refund Is Not Available
Refunds will not be issued in the following cases:

**❌ Device Incompatibility**
Please make sure your device supports eSIM before purchasing.
If your device is not eSIM-compatible, we are unable to offer a refund.

**❌ Activated Plans & Plan Changes**
* Once an eSIM plan is **activated**, it cannot be canceled or changed.
* If you need a different plan, a new purchase is required.

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### Refunds – Special Cases
In exceptional situations, NewSIM may issue a full refund even after activation if:
* The eSIM is confirmed to be defective or has a verified technical failure
* All required troubleshooting steps have been completed
* The issue has been confirmed by the NewSIM support team

These cases are reviewed individually.

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### Refund Method & Processing Time
Approved refunds are processed within 3–5 business days to the original payment method:


* Credit Card payments → Refunded to the same credit card.
* NewSIM Wallet payments → Refunded back to the NewSIM Wallet.
* Purchases using Cashback + Wallet Top-Up → Refunded proportionally to both balances, based on the original payment split

Please note that processing time may vary depending on your bank or payment provider.

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### How to Request a Refund
If you believe you qualify for a refund, please follow these steps:

1. **Contact Support**
Reach out to us via email at services@newsimmobile.com or through our live chat and explain the issue you’re experiencing.
Please include any error messages or relevant details.

2. **Issue Verification**
Our support team will review the issue. We may ask for screenshots or additional information to help with troubleshooting.

3. **Approval & Processing**
If your request is approved, we will process the refund to your original payment method.



Thank you for choosing NewSIM.
We appreciate your understanding and are always here to help if you have questions or need assistance.