NXTL eSIM — Refund Policy
LEGAL · REFUNDS AND REMEDIES
Refund Policy
This Policy explains how NXTL reviews eSIM connection failures, digital-delivery problems, duplicate payments, balance top-ups and other order concerns.
Connectivity Guarantee
Stage 1
We troubleshoot the eSIM, device and connection.
Stage 2
We arrange an eSIM exchange where appropriate.
Stage 3
Still unresolved? We refund the full affected eSIM purchase.
For a supported connection failure under the Connectivity Guarantee. Other transaction types follow the separate rules below.
FIND THE RIGHT PATH
Different problems need different reviews.
Start with what happened. This overview points to the relevant section; support confirms the actual outcome after reviewing the order and service.
| What happened | What NXTL does first | Possible outcome |
|---|---|---|
| Supported connection failure | Troubleshoot, investigate the device/settings/network and arrange an eSIM exchange where appropriate. | Full affected eSIM purchase refund if the connection failure remains unresolved. |
| Duplicate payment | Verify whether two completed charges were created for the same intended purchase. | Correction or refund of a confirmed duplicate as appropriate. |
| Order not delivered or provisioned | Check payment, order and provisioning records. | Delivery, re-provisioning, refund or another appropriate remedy when NXTL caused the failure. |
| Separate balance top-up concern | Review the top-up transaction and whether balance was correctly credited or used. | Correction or other remedy for a confirmed error; the Connectivity Guarantee does not automatically refund every top-up. |
| Consumed data or rate concern | Review usage and billing records for a confirmed measurement or rate error. | Correction when an NXTL billing error or mandatory law requires it; correctly recorded consumed usage is generally not refundable. |
| Changed plans after digital delivery | Review delivery/use state and any mandatory legal right. | Generally not refundable solely for change of mind or not travelling after delivery, unless applicable law requires otherwise. |
This table is a navigation summary, not an automatic eligibility decision. The complete Policy below controls.
A CONNECTION WITH A BACKUP PLAN
Choose NXTL knowing what happens if connection help is not enough.
NXTL helps troubleshoot first, may exchange the eSIM where appropriate and refunds the full affected eSIM purchase if a supported connection failure still cannot be resolved.
Support first · eSIM exchange where appropriate · full affected purchase refund if unresolved