NovaLink Connect Refund Policy
Last Updated: June 2026
At NovaLink Connect, we aim to provide reliable eSIM services to our customers. Due to the digital nature of eSIM products, all sales are generally considered final once the eSIM has been delivered.
1. Eligibility for Refunds
Customers may request a refund if: The purchased eSIM cannot be installed or activated due to a verified technical issue attributable to NovaLink Connect or the network provider. The eSIM service is unavailable due to a technical fault that cannot be resolved by our support team within a reasonable period. The customer was charged incorrectly due to a billing error. All refund requests must be submitted within 30 days of purchase.
2. Conditions for Refund Approval
To be eligible for a refund, the customer must: Contact NovaLink Connect support within 30 days of purchase. Provide all requested information, screenshots, and troubleshooting details. Cooperate with our support team in attempting to resolve the issue. NovaLink Connect reserves the right to deny a refund if the customer refuses or fails to cooperate with troubleshooting efforts.
3. Non-Refundable Situations
Refunds will not be granted in the following circumstances:
• The eSIM has already been installed, activated, or used.
• The customer purchased the wrong destination, package, or data plan.
•The customer's device is not eSIM-compatible.
• The customer's device is carrier-locked or network-locked.
• The customer changes travel plans, cancels a trip, misses a flight, experiences visa issues, or no longer requires the service.
•The customer provides incorrect information during purchase.
• The validity period of the eSIM has expired.
• The customer has remaining unused data when the package validity period expires.
•Connectivity issues are caused by local network coverage limitations, device settings, or factors outside NovaLink Connect's control.
3.Unauthorized or Fraudulent Purchases
NovaLink Connect reserves the right to refuse refunds in cases involving:
•Fraudulent activity
•Abuse of promotions or services
•Violations of our Terms of Service
•Unauthorized or suspicious transactions
•Limitation of Liability
NovaLink Connect is not responsible for costs incurred through alternative internet services, alternative SIM cards, roaming charges, hotel internet charges, or any other third-party services used while attempting to access connectivity.
4. Refund Method
Approved refunds will be issued to the original payment method where possible. Processing times may vary depending on the payment provider and financial institution.
5. Contact Us
For refund requests, please contact:
support@novalink-connect.com
NovaLink Connect Group Pte. Ltd.
Singapore