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Disclosure: We’re The SIM Shop, an Australian travel eSIM retailer. We compete with the providers discussed here.
Used a discount code? Check before installing
Nomad’s plan refund policy says a discounted purchase becomes non-refundable once the eSIM is installed or the plan is activated. If your trip changes, contact Nomad before taking either step. A connection fault is a different request: keep the profile installed and explain exactly what failed, so support can review the order under its applicable rules.
What Nomad’s terms cover
The terms describe requests before installation and activation, or a known technical problem originating from Nomad after activation. They direct customers to the plan description for eligibility and to the app/website help centre for support.
For an unused plan you no longer need, don’t install it to test anything while asking. For an existing fault, keep the installed profile and describe the actual failure.
Choose the refund form deliberately
Nomad’s refund help offers the original payment method for an eligible refund, with a stated three-to-five-business-day processing expectation, or points. Its refund points are worth US$1 per 100 points and don’t expire under that article. Ordinary loyalty points instead expire after six months. If you want the money returned to your payment method, ask for that explicitly before accepting points.
A request that doesn’t leave the key facts out
“Plan [name], order [reference], bought [date]. The eSIM is [not installed / installed but unused / used]. My request is because [changed trip, compatibility issue or exact technical fault]. Please confirm eligibility and return any approved refund to my original payment method.”
For a fault, add the phone model, destination, error time, whether another ordinary website loads and the troubleshooting completed. Hide QR and activation details in screenshots. Keep the ticket reference and don’t buy again before checking whether a remedy is already in progress.
If a promotional term is cited
Ask support to identify the exact term attached to that purchase and explain how it applies. Don’t rely on an unrelated coupon blog or another traveller’s order. Keep the offer and reply so the decision can be assessed against your actual purchase.
Applicable consumer guarantees are separate from a voluntary cancellation policy. An installed profile doesn’t automatically settle whether a promised service was supplied. For that distinction, read our consumer-law guide.
