Refund Policy

All SIMNOVA products are digital eSIMs delivered by email. Because an eSIM is digital content that can be used as soon as it is installed, refunds are limited to the situations described below. Please read this policy before you buy.

Before you buy: make sure your device supports eSIM and is carrier-unlocked. An eSIM installed on an incompatible or locked device cannot be refunded.

1. The general rule

Once an eSIM has been installed, activated, scanned, or used, the sale is final and it cannot be refunded, except where the eSIM is faulty (see section 5) or a refund is required by law (see section 7). Each eSIM is unique and cannot be cancelled, recalled, or reused once it has been installed.

2. Unused eSIMs

You may request a refund within 7 days of purchase if your eSIM has not been installed, activated, scanned, or used in any way — for example if:

  • you bought the wrong plan or destination by mistake;
  • your device turns out not to support eSIM, or is locked to another carrier; or
  • your travel plans changed.

Please note that scanning the QR code counts as use, even if the installation does not complete.

3. When we cannot give a refund

Refunds are not available where:

  • the eSIM has been installed, activated, scanned, or used (unless it is faulty — see section 5);
  • more than 7 days have passed since purchase for an unused eSIM;
  • an incorrect email address was entered at checkout and the eSIM has already been used;
  • the eSIM was installed on an incompatible or locked device;
  • you changed your mind after installation or activation;
  • performance was affected by local network coverage, congestion, or a fair use speed limit; or
  • data remained unused when the plan's validity period ended.

4. How to request a refund

Email us at support@getsimnova.com with:

  • your order number;
  • your full name;
  • a brief description of the issue; and
  • your device model and any screenshots, if relevant.

We aim to reply within 24–48 hours. Approved refunds are returned to your original payment method; how long they take to appear depends on your bank or payment provider.

5. Faulty eSIMs

If your eSIM is genuinely faulty — it does not work for a reason that is down to us or our connectivity provider, and not to your device, network coverage, incorrect installation, or a fair use speed limit — we will replace it or refund it, at our option, even if it has been installed. Please report a suspected fault as soon as possible, and within 7 days of the problem arising, with your order details, so we can investigate.

6. European Union and United Kingdom customers

If you are a consumer in the European Union or the United Kingdom, you may have a right to withdraw from a purchase of digital content within 14 days. By installing or activating your eSIM within that period, you ask us to start the service immediately and acknowledge that you lose that right once activation has started.

7. Your consumer rights

This policy is in addition to your rights under the New Zealand Consumer Guarantees Act 1993, the Australian Consumer Law, and any other consumer law that applies to you. Nothing in this policy limits rights that cannot be excluded by law.

8. Contact us

Email: support@getsimnova.com
Venture Bytes Limited
PO Box 56256, Dominion Road, Auckland 1446, New Zealand

Last updated: 16 September 2026

SIMNOVA is a service of Venture Bytes Limited, New Zealand.