Delivery and Refund Policy

This policy applies to payments, delivery, cancellations, and refunds for digital eSIM products provided by NBase Korea Co., Ltd. (“Company”) through the esimoa website and app. Product-specific terms and the policies of the relevant carrier or service provider may take precedence where separately disclosed.

Summary

• An eSIM is a digital product. Once payment and ordering are completed, its QR code and installation details are made available under My Data.
• You may request a refund for an eSIM that has not been activated and has no data usage.
• An activated eSIM may still qualify if the provider confirms zero usage. It is not refundable if usage cannot be verified or any data has been used.
• A full or partial refund may be issued when a verified technical fault prevents delivery or use of the service.
• Final eligibility and the refund amount depend on product status, actual usage, and the provider’s policy.

Payments

The Company processes payment after confirming that the order has been successfully accepted. Payment details are available in your order history, and separate notifications may be sent depending on the payment method.

If you are charged more than once or do not receive the product after payment, contact support so that we can review the order and payment records.

Delivery

eSIMs are digital products and require no physical shipment. Most products are delivered immediately after payment. The QR code and installation details can be found under My Data.

If the product does not appear after payment, refresh your order history and contact support. If delivery failed because of a Company or provider system issue, we will advise you about reissue or refund options.

When a refund may be available

You may request a refund when:

1. The eSIM has not been activated and no data has been used.
2. The eSIM is activated but the provider confirms zero usage.
3. A technical problem attributable to the Company or provider prevents delivery or normal operation and cannot be resolved through reasonable troubleshooting.
4. A duplicate charge for the same product is confirmed.

Refunds are generally made in full. A partial refund or rejection may apply if part of the service has already been delivered or used, or if provider charges apply.

When refunds are restricted

A refund may be unavailable when:

• Any data has been used.
• The order is completed or the product has expired.
• The customer deleted the eSIM, reset, lost, or damaged the device.
• The customer activated a product after incorrectly checking destination coverage, network support, device compatibility, or carrier-lock status.
• The request concerns ordinary variations in network quality, speed, or coverage disclosed in the product description.
• The customer does not provide order, device, or settings information needed for diagnosis.
• The order has already been refunded, cancelled, or failed at payment.

Requesting a cancellation or refund

Sign in and go to My Data → Request Refund, then select the order and reason. If you cannot submit the request or experience a technical issue, use support chat or email cs@nbasecorp.com with your order details and a description of the problem.

Approved refunds are returned to the original payment method. The time for the funds or credit limit to appear depends on the card issuer, bank, and payment method.

Limitation of liability

Unless applicable law requires otherwise, the Company’s refund liability is limited to the amount actually paid for the relevant product. Third-party costs and indirect losses caused by network outages, local network conditions, or inability to use the service are not covered.

Applicable mandatory law prevails if it conflicts with this policy.