Airnova Refund Policy

Version: 1.0
Last updated: August 13, 2026
Effective date: August 13, 2026

This Refund Policy applies to eSIM products purchased through the Airnova website, mobile applications, or other sales channels operated directly by Airnova. It forms part of the Airnova Terms of Service.

Airnova is operated by BluePeak DEV LLC. In this Policy, "Airnova," "we," "us," and "the Platform" refer to BluePeak DEV LLC and the Airnova services it operates.

If this Policy conflicts with mandatory consumer-protection law in your country or region, your non-waivable statutory rights will prevail.

1. Summary of Refund Eligibility

Unless this Policy or applicable law states otherwise:

| eSIM status or product type | General rule | |---|---| | eSIM not installed | Eligible to request a full refund | | eSIM installed but not enabled or activated | Eligible to request a full refund | | eSIM enabled, activated, or used | Generally non-refundable; verified connectivity failures are reviewed under Section 4 | | “Local” native/local eSIM series | Final sale and non-refundable due to product characteristics, subject to mandatory law |

Eligibility is determined using Airnova and partner records, including product type, installation, activation, enablement, network connection, and data-usage status.

2. Full Refund Eligibility

2.1 eSIM not installed

You may request a refund of the amount actually paid for an eSIM that has not been installed on any device, unless:

  • the product belongs to the “Local” native/local eSIM series;
  • the order, account, payment, or request presents fraud, abuse, chargeback, or other material risk; or
  • applicable law permits the refund to be declined for another reason.

2.2 Installed but not enabled

You may request a full refund where an eSIM has been installed but has not been enabled, activated, connected, or used, unless one of the exclusions above applies. Do not enable, activate, or use the eSIM while a refund request is under review. Eligibility will be assessed using the latest verifiable service status.

3. eSIMs Are Generally Non-Refundable After Enablement

Once an eSIM is enabled or activated, it is generally non-refundable except for a verified service failure under Section 4 or where applicable law requires another remedy.

An eSIM may be treated as enabled or used when provider or Platform records show that:

  • the plan has activated or its validity period has started;
  • the eSIM connected or attempted to connect to a supported mobile network;
  • data usage has occurred; or
  • an upstream eSIM or network provider identifies the product as enabled, activated, in use, or an equivalent status.

Deleting an eSIM, disabling data roaming, changing the selected data line, resetting a device, or temporarily stopping use does not return an enabled eSIM to an unused state.

4. Connectivity Problems and Service Failures

If an enabled eSIM cannot connect or materially fails to operate as described, contact Airnova support before requesting a chargeback or purchasing an unnecessary replacement. We may ask you to complete reasonable troubleshooting, including confirming device compatibility and carrier-lock status, installation, data-roaming and APN settings, supported coverage, plan validity, remaining allowance, device model, operating-system version, errors, network status, and relevant screenshots.

After verification, we may provide one or more appropriate remedies:

  1. further technical support;
  2. a replacement eSIM or alternative plan;
  3. an extension, reasonable additional data, or another equivalent remedy;
  4. a partial refund for the portion of service not properly provided;
  5. a full refund where the service could not be provided and no reasonable remedy is available; or
  6. another remedy required by applicable law.

A replacement or refund is not automatic. We consider service records, coverage, cause, actual usage, the user's cooperation with troubleshooting, and available remedies.

Conditions normally outside Airnova's control include an incompatible or carrier-locked device, incorrect installation or settings, purchase of the wrong destination or plan, use outside advertised coverage, local congestion or signal obstruction, disclosure or deletion of installation credentials, expired validity, exhausted allowance, or restrictions imposed by a device, operating system, local network, or public authority.

5. Special Rule for “Local” Products

“Local” native/local eSIM products are final sale and cannot be returned or exchanged after purchase because provider resources may be allocated immediately and the product may include destination-specific activation or identity restrictions. This rule applies even if the product has not yet been installed or enabled, except where mandatory law requires a remedy or Airnova fails to deliver the purchased product.

6. How to Request a Refund or Support

Contact Airnova through an official support channel:

  • Email: [email protected]
  • Help center: https://airnova.app/help
  • Address: 30 N Gould St, Ste N, Sheridan, WY 82801, United States
  • Telephone: (307) 401-8230

Please provide your Airnova account email, order number or eSIM identifier, reason for the request, device and operating-system information, country or region, time of the issue, network conditions, screenshots, and other information reasonably necessary to verify the order and service status.

Submitting a request does not mean it has been approved. We may require identity, order, payment, and eSIM-status verification and reasonable technical troubleshooting. Do not send passwords, verification codes, complete card numbers, card security codes, or unnecessary sensitive information through ordinary email or chat.

7. Refund Amount

A full refund generally means the amount actually paid for the eligible eSIM product. It does not include fees retained by banks, card issuers, payment processors, foreign-exchange providers, or other third parties; amounts paid for unrelated products; or rewards, discounts, commissions, or credits that must be reversed as a result of the refund.

For multi-item orders, only eligible items are refunded. Partial refunds may consider the portion of service unavailable, actual usage, elapsed validity, duration of a verified failure, and any replacement or equivalent remedy already provided.

8. Refund Method and Timing

Approved refunds are normally returned to the original payment method. If that is unavailable, if wallet balance was used, or if another special circumstance applies, we may provide another method supported by the Platform and permitted by law.

After Airnova submits a refund, posting time is controlled by the payment processor, acquiring bank, card issuer, and the user's location. Airnova cannot guarantee a third party's processing time but may provide reasonable assistance in checking the status.

9. Duplicate Payments, Non-Delivery, and Platform Cancellation

Contact us promptly if you were charged more than once, payment succeeded but no order or eSIM was delivered, Airnova cancelled a paid order because of unavailability, an obvious pricing error, security, or compliance, or the charged amount or currency differs from the confirmed checkout. Once verified, we may correct the record, re-deliver the product, cancel the order, or refund the affected amount.

10. Fraud, Abuse, and Chargebacks

You must not misuse this Policy through false statements, duplicate accounts or requests, use followed by a false claim of non-activation, abusive chargebacks, or other deceptive conduct. Where permitted by law, we may request evidence, delay processing during an investigation, reject an ineligible or fraudulent request, reverse related rewards or commissions, limit account functions, suspend or terminate an account under the Terms of Service, or report suspected unlawful activity to payment providers or authorities.

11. Statutory Consumer Rights

Nothing in this Policy excludes or limits non-waivable rights under applicable law. Some jurisdictions provide additional remedies for digital content, distance sales, misrepresentation, non-delivery, or services that do not conform to contract. Statutory withdrawal rights for digital eSIM products may be limited or end after you consent to immediate delivery, receive installation credentials, install or enable the eSIM, or begin using the service, subject to applicable law and checkout disclosures.

12. Policy Changes

We may update this Policy to reflect changes in products, partners, payment channels, law, or operations. The updated version and effective date will be published on the Platform. Changes do not reduce rights already vested under mandatory law.

13. Contact Us

  • Operator: BluePeak DEV LLC
  • Brand: Airnova
  • Email: [email protected]
  • Help center: https://airnova.app/help
  • Address: 30 N Gould St, Ste N, Sheridan, WY 82801, United States
  • Telephone: (307) 401-8230