Refund Policy

Overview

Nusio aims to ensure every traveller has a smooth experience. If something goes wrong with your order, we will work with you to find a fair resolution.

Eligible for Refund

• Order cancelled before KYC submission
• eSIM QR not delivered within the agreed timeframe due to our error
• Technical fault that prevents eSIM activation on a compatible, unlocked device

Not Eligible for Refund

• Change of mind after the eSIM QR has been delivered
• Inability to install due to a carrier-locked or incompatible device (please check compatibility before purchasing)
• KYC submission rejected due to documents that do not meet requirements
• Unused data at the end of the plan validity period

How to Request a Refund

1. Contact us via WhatsApp or email with your order number and the reason for your request.
2. Our team will review your request within 2 business days.
3. Approved refunds are processed to your original payment method within 5–10 business days, depending on your bank.

Refunds are processed in IDR to the original payment method. Exchange rate differences are not covered.

Contact

To initiate a refund or ask a question, contact us via WhatsApp. Our team is based in Bali and typically responds within a few minutes — our support team is staffed around the clock.