Return & Refund Policy

NovaSIM ("we", "us", "our"), operated by LEOJIT THOUNAOJAM, sells prepaid travel eSIM data plans. An eSIM is a digital product delivered electronically — an activation QR code and instructions are sent to your email immediately after purchase. Because eSIMs are digital and provisioned on demand, they cannot be physically returned in the way a tangible product can. Instead, customer protection is provided through the refund and cancellation terms set out below.

Because our products are digital eSIMs delivered electronically, we do not accept returns. Once an eSIM has been issued and sent to your email, it cannot be returned or exchanged. Customer protection is instead provided through the cancellation and refund terms set out in this policy. If something goes wrong with your order, please contact our support team and we will work to resolve it promptly.

You may cancel an order for a full refund at any time before the eSIM QR code has been generated and emailed to you. Once the eSIM has been delivered, the Refund Eligibility terms in Section 4 apply. To cancel, contact us as quickly as possible with your Order ID so we can act before delivery.

You are eligible for a refund under the following conditions: • Late Delivery: If we fail to deliver your eSIM within 3 hours of a successfully completed payment, you will receive a 10% discount coupon toward a future purchase. (Late delivery is compensated with a coupon only and does not qualify for a cash refund.) • Activation Failure: You may request a full refund if the eSIM cannot be successfully activated within 3 days of purchase, provided the profile has not been installed on any device. • Technical Fault on Our Side: A full refund is available where there is a proven technical failure on our end that prevents the eSIM from connecting to the network. • Duplicate Charge: If you were charged more than once for the same order due to a technical error, the duplicate amount will be fully refunded.

Refunds are not available where: • The eSIM has been installed/scanned on a device and data has been used. • Your device is not eSIM-compatible or is carrier-locked. Please verify device compatibility before purchasing. • An incorrect destination/plan was selected by the customer after the eSIM was delivered and installed. • Loss of coverage was caused by factors outside our control (e.g., local network outages or your device settings). • The validity period of the plan has expired.

Approved refunds are processed to your original payment method and are initiated within 5–7 business days. Depending on your bank, card issuer, or UPI provider, it may take additional time for the amount to reflect in your account. Refunds are issued in the same currency as the original transaction. We will notify you by email once your refund has been processed.

To request a cancellation or refund, email support@thenovasim.com with: • Your Order ID (from your confirmation email). • The email address used for the purchase. • A brief description of the issue (and screenshots, if relevant). Our team will review and respond within 48 hours.

For any questions about returns, refunds, or cancellations, please contact us: • Business Name: NovaSIM (operated by LEOJIT THOUNAOJAM) • Registered Address: TOP MAKHA LEIKAI, POROMPAT, IMPHAL EAST, 795005, MANIPUR, INDIA • Email: support@thenovasim.com • Support Hours: 06:00 – 23:59 IST, 7 days a week.