Refund Policy

Overview

The NeoSIM service operates on a prepaid basis. When you add funds to your NeoSIM Wallet, you are paying in advance for data connectivity. We want to be fair and transparent about when refunds are available and how the process works.

In general terms: unused wallet balance is refundable; consumed data is not. EU and UK consumers have additional statutory rights as described in Section 3.

Eligibility

You are eligible for a refund in the following circumstances:

• Account closure: when you choose to close your NeoSIM account, any unused wallet balance above USD $1.00 will be refunded automatically to your original payment method.
• Voluntary refund request: you may request a refund of your unused wallet balance at any time, subject to the minimum balance threshold of $1.00 and the conditions set out in this Policy.
• Service unavailability: if the NeoSIM service is unavailable for a continuous period exceeding 72 hours due to a fault on our side, you may request a credit or refund proportional to the affected period.
• Termination by NeoSIM without cause: if we terminate your account without you having breached these Terms, your unused wallet balance will be refunded in full.

EU Consumer Rights

If you are a consumer resident in the European Union or the United Kingdom, you have additional rights under applicable consumer protection legislation, including the EU Consumer Rights Directive (2011/83/EU) and equivalent UK law.

14-day right of withdrawal: you have the right to withdraw from a purchase of NeoSIM Wallet top-up credit within 14 days of the transaction date, without giving any reason, provided that:

• You have not used any of the added credit to purchase data connectivity; and
• You have not expressly requested that we begin performing the service immediately (in which case your right of withdrawal is proportionally reduced by any amount already consumed).

To exercise your right of withdrawal, you must notify us within 14 days using the contact details in Section 8. We will confirm receipt of your withdrawal request. Your refund will be processed within 14 calendar days of receiving your request.

If you expressly requested early performance of the service and some credit has been consumed, you will receive a partial refund for the unconsumed portion only.

How to Request a Refund

To request a refund, please:

1. Contact our support team through the contact form and include "Refund Request — [your registered email address]" in the message;
2. Include the following information: your registered email address, the date(s) of the top-up transaction(s) you wish to refund, and the reason for your request (if exercising EU withdrawal rights, state this clearly);
3. We will acknowledge your request within 2 business days;
4. Approved refunds will be credited back to your original payment method. If the original payment method is no longer available, we will contact you to arrange an alternative.

You may also initiate account closure and automatic balance refund directly through the NeoSIM app under Settings → Account → Delete Account.

Processing Time

Once a refund is approved, the timeline for funds to appear in your account depends on your payment method:

• Credit and debit cards: 5–10 business days from the date of approval, depending on your card issuer.
• Digital wallets: 3–5 business days from the date of approval.

For EU/UK withdrawal requests, refunds are processed within 14 calendar days of receiving your withdrawal notice, as required by law.

NeoSIM will notify you by email when your refund has been processed. If you have not received your refund within the timeframes above, please contact your card issuer before contacting us, as processing times may vary.

Non-Refundable Items

The following are not eligible for refund:

• Consumed data: charges for data already transmitted through the NeoSIM network are final and cannot be refunded, even if the connection quality was poor (unless the failure was due to a confirmed fault on our side).
• Balances below $1.00: unused wallet balances of less than $1.00 are below our minimum refund threshold due to payment processing costs. These amounts will be forfeited upon account closure.
• Refunds more than 12 months after purchase: top-up transactions older than 12 months are not eligible for refund unless required by applicable law.
• Accounts terminated for cause: if your account is suspended or terminated due to a material breach of our Terms of Service (including prohibited uses such as commercial resale or network abuse), any remaining wallet balance may be forfeited.

Partial Refunds

Where you are entitled to a refund but some credit has been consumed, we will refund only the unconsumed portion. For EU/UK consumers exercising the right of withdrawal who requested early performance of the service, the refund will be calculated proportionally:

Refund amount = Total credit added − (Credit consumed × price per MB in applicable country)

All partial refund calculations will be clearly itemised in the refund confirmation email we send to you.

Contact

For refund requests or questions about this Policy, use the contact form. In your message, include "Refund Request — [your email]".

For related policies, see our Terms of Service and Privacy Policy.