Refund & Service Policy

Submit a Refund Request

1. Overview

This Refund and Service Policy explains how Nonstop handles refund requests, service issues, failed transactions, delays, and other purchase-related concerns.

This Policy applies to purchases made through Nonstop, including eSIMs, eVisa, ETA, ETIAS and other travel authorization services, and any other paid services offered through the app or website.

Refunds may depend on the type of service, the stage of processing, supplier rules, government fee rules, payment processor rules, and whether the issue was caused by user error, supplier error, government action, a verified failure to deliver or activate the purchased service, or Nonstop error.

This Policy is part of our Terms of Service. Capitalized words not defined here have the meaning given to them in the Terms of Service.

2. How to Request Help or a Refund

If you have a problem with a purchase or want to request a refund, contact us at Support@getnonstop.co.

When you contact us, please include enough information for us to review the issue, such as your account email, order details, the service purchased, the date of purchase, and a clear explanation of the problem.

We may ask for additional information, screenshots, device details, error messages, travel authorization status, or other details needed to review your request.

Submitting a refund request does not guarantee that a refund will be approved. We will review requests based on this Policy, the Terms of Service, supplier rules, payment processor rules, government fee rules, and the facts of the issue.

Refunds, where approved, will usually be returned to the original payment method unless we tell you otherwise.

3. eSIM Refunds

Refunds for eSIMs depend on whether the eSIM has been issued, installed, activated, or used, and whether the issue can be verified. In general:

• Uninstalled and unused eSIMs may be eligible for a full refund, subject to review.
• Installed but unused eSIMs will be reviewed case by case. Refund approval may depend on supplier or telecom-provider rules.
• Installed and used eSIMs will also be reviewed case by case and may not be refundable unless there is a verified service issue that qualifies for a refund.
• Device incompatibility, locked devices, incorrect destination selection, incorrect plan selection, deleted eSIM profiles, or failure to follow activation instructions may not qualify for a refund.
• Network coverage or performance issues will be reviewed based on the circumstances, including supplier feedback, local network availability, destination coverage, and troubleshooting steps taken.

We may ask you to complete reasonable troubleshooting steps before a refund is reviewed or approved.

4. eVisa, ETA, ETIAS, and Travel Authorization Refunds

Refunds for eVisa, ETA, ETIAS, access card, and other travel authorization services depend on the stage of the application and the reason for the issue. In general:

• Purchased but not started or submitted: refund requests will be reviewed case by case, depending on whether supplier processing has started or any non-refundable fees have been incurred.
• Submitted, pending, or in process: refunds are generally not available once the application has been submitted or processing has started.
• Approved applications: approved applications are not refundable.
• Delayed applications: delays do not automatically qualify for a refund, especially where the delay is caused by a government authority, government portal, supplier processing time, missing information, additional review, or circumstances outside Nonstop's control.
• Denied applications: denied applications are not refundable where the denial is caused by government decision, user error, incorrect information, unreadable documents, missing documents, outdated information, ineligibility, or failure to meet travel authorization requirements.
• Nonstop or supplier error: if an application fails or is denied solely because of a verified Nonstop or supplier error, we may provide a refund or another appropriate remedy.

Government fees are generally non-refundable once paid or submitted to the relevant government authority. Service fees may also become non-refundable once processing begins or the application is submitted.

5. Government Fees and Supplier Fees

Some purchases may include government fees, supplier fees, service fees, processing fees, or other third-party charges.

Government fees are generally non-refundable once they have been paid, submitted, or remitted to the relevant government authority. This applies even if an application is delayed, denied, cancelled, revoked, or not used.

Supplier fees and service fees may also become non-refundable once a supplier begins processing the service, an eSIM is issued, or a travel authorization application is submitted.

Where a fee has already been paid to a supplier, government authority, payment processor, or other third party, any refund may depend on whether that third party allows the fee to be returned.

6. Processing Delays and Service Issues

We try to help resolve service issues, but some delays or failures may be caused by suppliers, telecommunications networks, government authorities, payment processors, app stores, device settings, local coverage, government portals, or other systems outside Nonstop's control.

A delay or service issue does not automatically qualify for a refund. We will review the issue based on the service purchased, the cause of the issue, the stage of processing, supplier rules, government fee rules, and any troubleshooting or support steps available.

For eSIMs, this may include checking device compatibility, installation status, activation status, network availability, destination coverage, supplier feedback, available usage records, and any delay, discrepancy, or limitation in how eSIM usage, balance, or data consumption is displayed in the app.

Usage, balance, or data-consumption information shown in the app may depend on supplier or carrier reporting and may not always update in real time. A delay or discrepancy in the in-app usage display does not, by itself, mean that the eSIM failed or that a refund is owed.

For eVisa, ETA, ETIAS, or other travel authorization services, this may include checking whether the application has been started, submitted, placed under review, delayed by a government authority, approved, denied, or affected by missing or incorrect information.

Where we confirm that a service issue was caused by Nonstop or a supplier, we may offer a refund, replacement, credit, resubmission, or other reasonable remedy depending on the circumstances.

7. User Error, Incorrect Information, and Device Issues

Refunds may be denied where the issue is caused by user error, incorrect information, incomplete information, unreadable documents, unsupported devices, locked devices, incorrect settings, or failure to follow instructions.

For eSIMs, this may include buying the wrong plan, selecting the wrong destination, using a device that does not support eSIMs, using a carrier-locked device, deleting an eSIM profile after installation, sharing the QR code with the wrong person, or failing to follow activation steps.

For eVisa, ETA, ETIAS, and other travel authorization services, this may include incorrect passport details, wrong travel dates, incomplete application answers, unreadable uploads, missing documents, outdated information, ineligibility, or information submitted without proper permission from the traveler.

We may still review the issue and try to assist, but we are not required to provide a refund where the problem was caused by user error or information provided by the user, traveler, or account holder.

8. Chargebacks and Payment Disputes

If you believe a charge is incorrect, please contact us first at Support@getnonstop.co so we can review the issue.

If you file a chargeback or payment dispute with your bank, card issuer, or payment provider, we may suspend the related service, pause any pending request, restrict your account, or delay further processing while the dispute is reviewed.

Submitting a chargeback does not change the refund rules in this Policy. If a chargeback is found to be improper, fraudulent, or inconsistent with this Policy, we may take reasonable steps to recover the amount, dispute the chargeback, or restrict future use of Nonstop.

9. Refund Method and Timing

Where a refund is approved, we will usually issue it to the original payment method used for the purchase.

Refund timing may depend on Stripe, your bank, your card issuer, or another payment provider. Once we approve and process a refund, it may take additional time for the amount to appear in your account.

If the original payment method is no longer available, we may offer another refund method where possible and permitted.

10. Credits, Replacements, and Alternative Remedies

In some cases, instead of a cash refund, we may offer a replacement service, account credit, resubmission, technical support, or another reasonable remedy.

For example, if an eSIM issue can be resolved by troubleshooting or replacing the eSIM, we may offer that before approving a refund. If a travel authorization issue was caused by a verified Nonstop or supplier error, we may offer a refund, resubmission, or other appropriate remedy depending on the circumstances.

Any credit or alternative remedy will be provided at our discretion unless required by law.

11. Changes to This Policy

We may update this Refund and Service Policy from time to time as our services, suppliers, payment processors, refund rules, or legal requirements change.

If we make material changes, we will take reasonable steps to notify users, such as by posting the updated policy on the Platform, updating the effective date, sending an email, or providing an in-app notice.

The updated policy will apply from the date stated in the updated version. Refund requests will generally be reviewed under the policy in effect at the time of the relevant purchase, unless applicable law requires otherwise.

12. Contact Us

If you have questions about this Refund and Service Policy, a purchase, a service issue, or a refund request, contact us at:

Nonstop Travel LLC, 8 The Green, Suite B, Dover, Delaware 19901, United States

Email: Support@getnonstop.co · Website: GetNonstop.co

Last Updated: May 2026