Refund Policy

Nomie Travel ("the Studio") is committed to providing high-quality eSIM services. This Refund Policy outlines the conditions and procedures for refunds after purchasing eSIM products.

1. Digital Product Nature

eSIM activation codes are digital products. According to the Consumer Protection Act Article 19, Paragraph 2, digital content is not subject to the 7-day cooling-off period once downloaded or used. Once the eSIM activation code is sent to your email, the product is considered delivered.

2. Refund Conditions Summary

QR Code Not Scanned / eSIM Not Activated → Refund Eligible

If the purchased eSIM QR Code has not been scanned or activated, you may apply for a refund within 7 days of purchase. A processing fee (5% of the order amount, minimum NT$30) will be deducted, and the remaining balance will be refunded to the original payment method.

Technical Failure → Full Refund

If the eSIM has been activated but is completely unable to connect due to a technical failure, you must provide phone screenshots as proof (including: device model, eSIM settings screen, network connection status). After confirmation by our technical team that it is indeed a technical failure, a full refund will be issued.

eSIM Activated and Working → Non-Refundable

Once the eSIM has been scanned, activated, and is working normally, it is not eligible for a refund.

3. Other Eligible Refund Scenarios

In addition to the above, you may also request a refund in the following circumstances:

3.1 Activation Code Not Received

  • eSIM activation code not received within 24 hours after payment
  • Please check your spam folder and verify the email address provided
  • If still not received, contact customer service for resend or refund

3.2 Activation Code Invalid (Before Activation)

  • Activation code is malformed or invalid
  • Device cannot recognize QR code or manual input code
  • Must provide error screenshots and detailed description

3.3 Duplicate Purchase

  • Same product purchased multiple times due to system error or accidental operation
  • Must apply within 48 hours of purchase, and all activation codes unused

3.4 Product Description Mismatch

  • Received eSIM plan does not match product page description (e.g., data allowance, validity days, coverage countries)
  • Must provide order number and product page screenshot

4. Non-Refundable Scenarios

The following scenarios are not eligible for refunds:

  • eSIM has been activated (installed on device and started)
  • Personal reasons (e.g., trip cancellation, change of travel plans)
  • Your device does not support eSIM (should verify device compatibility before purchase)
  • Connection instability or slower speeds due to local carrier network issues
  • Refund request period has expired
  • Products purchased during promotions or discounts (unless otherwise stated)

5. Refund Request Process

Step 1: Contact Customer Service

Email customer-service@know.tw with the subject "Refund Request" and provide the following information:

  • Order number
  • Purchase date and amount
  • Reason for refund (please provide details)
  • Supporting documents (e.g., error screenshots, product page screenshots)

Step 2: Review Process

We will review your refund request within 3 business days and notify you of the outcome via email.

Step 3: Refund Processing

If your refund is approved, we will process the refund to your original payment method within 5-7 business days. Actual crediting time depends on your bank or payment provider.

6. Delivery Timeline

  • Standard Delivery: eSIM activation code will be automatically sent to your email within 5-10 minutes after payment completion
  • Delays: During peak periods or system maintenance, delivery may be delayed up to 2 hours
  • Overtime Handling: If not received within 24 hours, please contact customer service immediately

7. Special Circumstances

7.1 Exchange Service

If your purchased eSIM cannot be used due to technical issues (and has not been activated), we can provide an exchange service for the same or equivalent eSIM plan.

7.2 Partial Refund

In specific circumstances (e.g., severe service disruption confirmed to be our or supplier's responsibility), we may offer a partial refund. The specific amount will be evaluated on a case-by-case basis.

8. Consumer Rights Protection

We are committed to complying with consumer protection laws to safeguard your rights:

  • Clear display of product prices, specifications, and usage conditions
  • Comprehensive pre-sales consultation and after-sales service
  • Protection of personal data in compliance with privacy policy
  • Fair and reasonable refund review process
  • Multiple customer service channels (email, Facebook, Instagram)

9. Dispute Resolution

If you disagree with a refund decision, you may seek assistance through:
1. Contact our customer service for re-evaluation: customer-service@know.tw
2. File a complaint with consumer protection organizations (e.g., Consumer Protection Committee)
3. Resolve through consumer dispute mediation or legal proceedings

10. Policy Updates

We reserve the right to modify this Refund Policy at any time. Modified policies will take effect upon posting on the website and apply only to new orders placed after the announcement.

11. Contact Us

If you have any questions about this Refund Policy, please contact us:
Email: customer-service@know.tw
Service Hours: Monday-Friday 09:00-18:00 (Taiwan Time)
Facebook: facebook.com/know.tw
Instagram: @tw.know

Last Updated: February 2026