- NXTL Mobile
Products: eSIMs, Smart SIM Cards, Airtime or Credit Amount, Global WiFi Roaming, Smartphones/Tablets & other Devices
Shipping Carrier & Delivery Time
- eSIMs.
No Physical Shipping
No physical shipping of eSIMs. We deliver the eSIM QR Code file or Activation Code file to your email box. Upon successfully placing an order for an eSIM, you will receive a 2nd email with your subscriber info that will provide you your eSIM ICCID number, Login URL Link and Username (which is the eSIM internal MSISDN number and a default password) and in some instances an attachment of the eSIM QR Code as well delivered to your email box within 5 minutes to 24 hours with instruction on how to install and activate your eSIM in your Smartphone or Device and subscribe for a Mobile plan (DATA) or Mixed Subscription Plan (DATA, VOICE and SMS).

Even if you do not receive an attachment of the eSIM QR Code with the 2nd email received containing your Subscriber info, once you log into your eSIM Account Self-Care Portal with the User credentials provided, the eSIM QR Code will be waiting for you to capture and install in your Smartphone right from the Dashboard of your Self-Care Portal.
 
Refund Policy
* Our Refund Policy is 30 days’ money back guarantee should you not be interested in using our eSIM or SIM. This applies to all the international customers. However, products must be returned in good shape as it was delivered.

Cancellation/Return/Refund Policy
i) eSIMs:
If an eSIM QR Code is delivered to your email address box after your purchase/subscription, and you did not install it into your Smartphone or Device or try to install it and could not. You may request for cancellation of your eSIM order as long as it is within 30 days from the date of delivery to your email address box after you made the purchase. You may return via email the eSIM QR Code or Activation Code file sent to you to us. However, you should first of all, send us an email with the email address below with the subject: ‘’Cancellation and Return of an eSIM QR Code or Activation Code ordered’’ with the body of the email containing your full name, address, phone number, email address and the information (on why you want to cancel your eSIM order and return to us) if applicable for the eSIM QR Code or Activation Code emailed to you:

support@nxtlmobile.io

When we receive your Cancellation & Return Request, we will response to your email and check on our database to check and confirm your order details and to see if the return is within the Return & Refund timeframe. We will also want to know if your decision to cancel and return your eSIM order is as a result of technical challenges you are facing to install the eSIM, so we can have our tech team to see how further instructions could be provided for you to successfully install it or how you could successfully use it if it has to do with difficulties in using your eSIM.
We will also check in our database using the eSIM ICCID/IMSI to know if the eSIM has not been installed successfully in a Smartphone/Device by you. If it has not been successfully installed in a Smartphone or Device, we will know this in our database and will inform you accordingly. If it has not been installed successfully in your device, we will know and we will let you know. In this case, we will reply you to resend us the eSIM QR Code you received after your successfully placed order. and we will send your refund request to our Accounts Payable Team to process your refund.
If it has been installed successfully in your device, note that there is no refund as eSIM installed in a device is tied to that device. We are sorry, but the technology for eSIM for the eSIM has some little variations from that of a physical SIM Card. For this reason, it is important to read through our website on Devices that Support eSIM as there may be some devices that may support eSIM, but due to the country/region where that device is been used, the eSIM will not work in that device, even though it is installed.
For an eSIM ordered as a stand-alone, there is no refund of the amount paid if you have successfully installed it in your device.

eSIM Refund Amount in certain circumstances
Full Refund Amount – 100%
Please, note that you will be refunded 100% of the amount you paid for the eSIM if the reason for a cancellation, return and refund is applicable to no installation of the eSIM in your device, and your request for cancellation, return and refund is within 7 days from the date of order. If the eSIM is not installed in your device, you will be refunded 100% whether you order a stand-alone eSIM or an eSIM with a data bundle plan and/or mixed subscription plan.
No Refund of money if you cancel your eSIM order after 7 days from the date of purchased of the eSIM. Also, note that refund is not applicable to customers who received the eSIM QR Code or Activation Code and successfully installed in their Smartphone or Device.
Refund of money takes 10-12 business days from the date the eSIM QR Code or Activation Code is received in good conditions as stated in this policy, that is we check that it was not installed in a device.

Partial Refund Amount – 35%
However, if you order an eSIM with a data bundle plan and/or with a mixed subscription plan, and that eSIM was successfully installed in your device and you request for a cancellation and refund, there will be a refund of 35% of the amount you paid for that eSIM ordered with a plan.
You may decide to cancel your order after within 7 days if your eSIM QR Code or Activation Code has not been installed successfully into your device. However, if your eSIM order is placed on back order after your order, we will let you know as well if you wish to wait or want to cancel the order.
No Refund of money if you cancel your eSIM order after 7 days from the date of purchased of the eSIM. Also, note that refund is not applicable to customers who received the eSIM QR Code or Activation Code and successfully installed in their Smartphone or Device.
Refund of money takes 10-12 business days from the date the eSIM QR Code or Activation Code is received in good conditions as stated in this policy, that is we check that it was not installed in a device.

No Refund Amount – 0%
However, if you order a Stand-alone eSIM or an eSIM with a data bundle plan and/or with a mixed subscription plan, and that eSIM was successfully installed in your device and you have accessed chargeable data, voice or text services with the eSIM, there is no refund for a cancellation, return and refund request we may receive from you since there has been a chargeable transaction recorded with that eSIM as we would easily know this in the system.
You may decide to cancel your order within 7 days if your eSIM QR Code or Activation Code has not been installed successfully in your device. However, if your eSIM order is placed on back order after your order, we will let you know as well if you wish to wait or want to cancel the order.
No Refund of money if you cancel your eSIM order after 7 days from the date of purchased of the eSIM. Also, note that refund is not applicable to customers who received the eSIM QR Code or Activation Code and successfully installed in their Smartphone or Device.
Refund of money takes 10-12 business days from the date the eSIM QR Code or Activation Code is received in good conditions as stated in this policy, that is we check that it was not installed in a device.

Cancellation/Return/Refund Policy
ii) Smart SIMs:
If you are not satisfied with NXTL Mobile Smart SIM Card purchased, you may request for cancellation of your Smart SIM Card order as long as it is within 30 days from the date of purchased and return the product in the right shape originally shipped to you. If you send the item back to us in the original box or container sent to you, NXTL Mobile will offer you a refund. Product to be returned must be in its original shape and package as the way it was received by you including manuals, documentation and registration information of the product. It is advisable to use a reliable courier company that you can keep track of the shipping until it is delivered at our address.
However, you should first of all, send us an email with the email address below with the subject: ‘’Cancellation and Return of Smart SIM Card ordered’’ with the body of the email containing your full name, address, phone number, email address and the information (on why you want to cancel your Smart SIM Card order and return to us)) if applicable for the Smart SIM Card shipped to you:

support@nxtlmobile.io

When we receive your Cancellation & Return Request, we will response to your email and check on our database to check and confirm your order details and to see if the return is within the Return & Refund timeframe. We will also want to know if your decision to cancel and return your Smart SIM Card order is as a result of technical challenges you are facing to insert the Smart SIM, so we can have our tech team to see how further instructions could be provided for you to successfully insert it or how you could successfully use it if it has to do with difficulties in using your Smart SIM.
We will also check in our database using the Smart SIM ICCID/IMSI to know if the Smart SIM has not been inserted and used successfully in a Smartphone/Device by you. If it has not been successfully inserted and used in a Smartphone or Device, we will know this in our database and will inform you accordingly. If it has not been inserted and used successfully in your device, we will know and we will let you know. In this case, we will reply you to return to us the Smart SIM Card with the original package sent to you and we will send your refund request to our Accounts Payable Team to process your refund.
If it has been inserted and used successfully in your device, we will also know and let you know. In this case, we will inform you and provide you with our Cancellation, Return and Refund Policies.
You may decide to cancel your order within 14 days for domestic/national shipment within the (US or applicable jurisdiction) or after 21 business days for international shipment after your order if your Smart SIM has not been delivered to your mailing/shipping address. However, if your Smart SIM Card order is placed on back order after your order, we will let you know as well if you wish to wait or want to cancel the order.
Please, note that you will be refunded 100% of the amount (less shipping and handling fee) you paid for the Smart SIM if the conditions for a cancellation, return and refund are fulfilled by you as explained above.
No Refund of money if you cancel your Smart SIM Card order after 30 days from the date of purchased of the Smart SIM Card. Also, note that refund is not applicable to customers who received the Smart SIM Card and successfully inserted and used in their Smartphone or Device to receive their UK and/or US Phone number.
Refund of money takes 10-12 business days from the date the Smart SIM Card is received at our mailing address n good conditions as stated in this policy.
Smart SIM Refund Amount in certain circumstances
Full Refund Amount – 100%
Please, note that you will be refunded 100% of the amount you paid for a SIM Card if the reason for a cancellation, return and refund is applicable to inability to use the SIM or you change your mind without breaking the SIM from the SIM CARD Holder and have not inserted into your device or Smartphone, and your request for cancellation, return and refund is within 30 days from the date of order. If the SIM is NOT INSERTED in your device, you will be refunded 100% whether you order a stand-alone SIM or an SIM with a data bundle plan and/or mixed subscription plan.
No Refund of money if you cancel your eSIM order after 30 days from the date of purchased of the SIM. Also, note that refund is not applicable to customers who received the SIM Card and successfully inserted it in their Smartphone or Device and had chargeable transaction with the SIM data, voice, and text services – Any of the service (DATA, VOICE, or TEXT) accessed by the customer is taken to be chargeable transaction or event. When we check our system, we will know if a chargeable event has been recorded in that SIM mailed or shipped to you.
Refund of money takes 10-12 business days from the date we receive the return SIM Card back to us exactly the way it was mailed or shipped to you, by following the instructions provided above for a return of the SIM Card.

Partial Refund Amount – 35%
However, if you order a SIM with a data bundle plan and/or with a mixed subscription plan, and that SIM was successfully inserted in your device and you request for a cancellation and refund, there will be a refund of 35% of the amount you paid for that eSIM ordered with a plan.
You may decide to cancel your order within 30 days if your SIM has not been inserted successfully into your device and there is no evidence of the SIM recorded a chargeable event or transaction by you, as we could easily check this in our system. However, if your SIM order is placed on back order after your order, we will let you know as well if you wish to wait or want to cancel the order.
Refund of money takes 10-12 business days from the date we receive the return SIM Card exactly the way it was mailed or shipped to you, by following the instructions provided above for a return of the SIM Card.

No Refund Amount – 0%
However, if you order a Stand-alone SIM or an SIM with a data bundle plan and/or with a mixed subscription plan, and that SIM was successfully inserted in your device and you have accessed chargeable data, voice or text services with the SIM, there is no refund for a cancellation, return and refund request we may receive from you since there has been a chargeable transaction recorded with that SIM as we would easily know this in the system.

Cancellation/Return/Refund Policy
iii) Airtime and/or Credit Amount:

If you are not satisfied with NXTL Mobile Airtime or Credit Amount purchased and/or top up to our eSIM or SIM account, you may request for cancellation of your order as long as it is within 30 days or not more than 30 days from the date of the Airtime and/or Credit Amount purchased and/or top up to our eSIM or SIM account. You may send us an email to:
support@nxtlmobile.io
Please, note that you will be refunded 100% of the amount you paid for the airtime. No Refund of money if you cancel your order after 30 days from the date of purchased of the Airtime and/or Credit Amount. No refund if you have used up to 5 cents of the airtime purchased for either the VOICE, SMS & DATA or DATA only SIM. If you have started using the Airtime or Credit Amount purchased and/or top up to your SIM account, there is no refund of such half or whole of the initial Airtime or Credit Amount added to your SIM account.
Refund of money takes 10-21 business days from the date the Airtime and/or Credit Amount is deducted you’re your eSIM or Smart SIM account.

Cancellation/Return/Refund Policy
iii) Global WiFi Roaming Plans
If you are not satisfied with NXTL Mobile Global WiFi Plan in partnership with any of our Global WiFi Network Providers, you may cancel your Global WiFi plan/subscription within 3 days of activation of the voucher promo code by letting us know so we could disable/cancel your account and refund would be made to you in full amount of the subscription fee paid. However, there would be no refund of the Global WiFi subscription fee paid after 3 days from the date of activation. Please, note that if you have started accessing the Global WiFi subscription, this could be detected in our Database/System and there will be no refund whatsoever if it has been accessed from anywhere in the world. To cancel your Global WiFi subscription/plan, please send us an email to: support@nxtlmobile.io indicating the Voucher Promo Code sent to which you have redeemed as well as the email address used to logged in. You could also copy all returns/refunds requests to: Email: support@nxtlmobile.io
Cancellation/Return/Refund Policy
iv) Smartphones/Tablets & Other Devices

Resellers who are also selling devices should structure the cancellation, return and return policies for these devices according to their business selling model and as per their wholesale devices provider terms and conditions for a cancellation, return and refund policies. Also, it is advisable Resellers contact the OEM of these devices on their cancellation, return and refund policies so they could draft/restructure their own devices cancellations, return, and refund policy for their end-users/buyers/customers.

Cancellation/Return/Refund Policy
v) Order Cancellation, Return & Refund Procedures:

- Credit/Debit Cards would be refunded through Credit Cards
- Bank ACH/SEPA/EFT or Wire methods would be refunded using the same method.
- Digital Currencies such as Bitcoin, Ethereum, Litecoin, etc. method would be refunded through digital currencies    

You should send all returns/refunds requests to: Email: support@nxtlmobile.io

Cancellations, Returns & Refunds Policy
(vi) Returns/Refunds Information:

All refunds are made in the same method of payment received when product was ordered. Payment made via credit card purchased will receive refund via the same credit card used to purchase the product initially. Payment made via digital currency e.g., bitcoin will be refunded in the same digital currency. We may mail you a check or may send you electronic funds via one of our electronic funds processing firms instead of refunding through credit card at our own discretion. For bank wire transfer, refund will be made using bank wire transfer and all bank wire fees will be at the expense of the party to which the refund is to be made. Bank wire refund charges are determined by the local bank from which the refund is to be made. We reserve the right to make refund to a customer by any of the following methods: credit card, digital currency, electronic funds transfer, check, western union, or bank wire no matter the method the customer used to purchase the product or service. If we are to refund via bank wire transfer to a customer who is due a full refund, bank wire fees are to be our responsibility and not to be passed to the customer. For check payment, refund will be made via a cashier’s check or official check.