Refund Policy

This Policy explains how NXTL reviews eSIM connection failures, digital-delivery problems, duplicate payments, balance top-ups and other order concerns. The table above is a navigation summary, not an automatic eligibility decision.

Purchases, balance and service use are also governed by the Terms and Conditions. Nothing in this Policy removes a mandatory consumer right that cannot lawfully be excluded.

Because an NXTL eSIM is a digital service that may be delivered and provisioned shortly after payment, completed eSIM purchases and balance top-ups are generally final once the eSIM, QR code, activation details or balance have been delivered, provisioned, activated, installed, used, or made available to the account, except where this Policy, the Terms or applicable law require a review.

If NXTL will not connect in a supported destination, NXTL tests the eSIM, investigates the device and setup, and tries a replacement eSIM if needed. If that connection failure still cannot be resolved, NXTL refunds the full amount paid for the affected eSIM purchase, not only the unused balance included with it.

The published path is:

• Troubleshoot the eSIM, device, settings and connection.
• Arrange an eSIM exchange where appropriate.
• If the supported connection failure remains unresolved, refund the full affected eSIM purchase.

The guarantee does not promise uninterrupted service, a particular speed, 5G, or a signal in every location. A listed country does not mean coverage in every building, remote area or point along a route. Network availability depends on the device, location and local conditions. Check the destination’s listed networks on the coverage page before travel.

Keep the profile installed and contact support if the setup checks do not resolve the issue. Deleting a profile can make it harder to restore service, and a deleted profile is not by itself a reason for a refund.

The full process is on the Connectivity Guarantee page. Other transaction types follow the separate rules below.

NXTL reviews a refund request where payment was duplicated because of a technical error, or where the order was not delivered or provisioned because of an issue caused by NXTL.

Duplicate payment

NXTL checks whether two completed charges were created for the same intended purchase. A confirmed duplicate is corrected or refunded as appropriate.

Not delivered or provisioned

NXTL checks the payment, order and provisioning records. When NXTL caused the failure, the remedy may be delivery, re-provisioning, a refund, or another appropriate correction.

A declined, reversed or disputed payment, or a payment suspected of fraud, can be refused, held or reviewed. That is not the same as a confirmed duplicate or a failed delivery.

A separate balance top-up is reviewed as its own transaction: whether the top-up was charged and whether the balance was correctly credited or used. The Connectivity Guarantee does not automatically refund every top-up.

Correctly recorded consumed usage is generally not refundable. If the usage or rate records show a confirmed measurement or rate error by NXTL, or mandatory law requires a correction, NXTL corrects that error.

Unless the product page says otherwise, standard unused prepaid account balance does not expire. A balance that was correctly credited and not used is not a failed delivery.

NXTL does not normally issue refunds for:

• an unsupported device, or a device locked to another network;
• incorrect installation, or an eSIM profile that was deleted;
• poor local coverage outside NXTL’s reasonable control;
• user error, or failure to read the product information before purchase;
• lack of travel, or a change of mind after the digital service has been delivered.

Failure to check device compatibility before purchase does not automatically create a right to a refund once the eSIM has been delivered, provisioned, activated, installed, or made available, except where applicable law requires otherwise.

By purchasing an eSIM or balance top-up, you request that NXTL may begin the digital service immediately after payment confirmation. Where consumer law provides a withdrawal right, that right may be lost once the digital service has been fully delivered, activated, provisioned, or made available with your consent, to the extent permitted by applicable law.

Suspension or termination for fraud, abuse, unlawful use, or breach of the Terms does not entitle you to a refund, except where applicable law requires one.

Send the request to [email protected], or start it from Contact NXTL. Include the order number, account email, payment reference, device model, country of attempted use, screenshots where relevant, and a clear explanation of what happened.

Support confirms the outcome after reviewing the order and the service. The summary table does not decide eligibility by itself.

Order number:
Account email:
Payment reference:
Device model:
Country of attempted use:
What happened:

Nothing in this Policy or the Terms is intended to remove or limit a mandatory right under applicable consumer protection law.

If you are a consumer in the European Union, or in another place with mandatory consumer rights, those rights remain where they cannot lawfully be excluded. Because an eSIM may be delivered and activated immediately after payment, refund and withdrawal rights may be limited once delivery, provisioning, activation or use has started with your consent, to the extent permitted by law.

These rules sit alongside the refund clauses in the Terms and Conditions.

For a refund review, payment question, connection problem or question about this Policy, contact NXTL:

Company

NXTL, MB

Company code

306225619

Registered address

Perkūnkiemio g. 13-91, LT-12114 Vilnius, Lithuania

Email

[email protected]

Website

nxtlsim.com