Refund Policy
Effective date: October 8, 20261. Scope
This policy explains how NUMERA handles refund requests for eligible purchases. Purchase terms, processor rules and mandatory consumer rights also apply. NUMERA does not treat every purchase as universally refundable or universally non-refundable; eligibility depends on the product, purchase channel, transaction state, applicable provider rules and applicable law.
2. Direct NUMERA purchases
For purchases processed directly by NUMERA or its payment processors, contact NUMERA Support with the transaction reference and a concise description if a purchase was erroneous, duplicated, unauthorized or did not provide the purchased service as expected. NUMERA reviews the transaction, payment status and entitlement state. Approved refunds are submitted through the original payment processor where possible.
3. Apple App Store purchases
If the purchase was made through Apple’s App Store, Apple’s applicable purchase and refund process governs the transaction. NUMERA cannot override Apple’s platform-controlled refund decision or settlement process. NUMERA may assist with product or entitlement issues and may provide transaction information reasonably needed to investigate a problem.
4. Google Play purchases
If the purchase was made through Google Play, Google’s applicable purchase and refund process governs the transaction. NUMERA cannot override Google’s platform-controlled refund decision or settlement process. NUMERA may assist with product or entitlement issues and may provide transaction information reasonably needed to investigate a problem.
5. Telecom and eSIM purchases
NUMERA Pay & Go is a one-time eSIM purchase and does not require a Traveller or Connect subscription. eSIM and phone-number plans may differ in coverage, validity, activation, calling, messaging, cancellation and refund conditions. Restrictions applying to a particular plan, including limitations on cancellation or refunds following number issuance, must be disclosed for that selected plan before payment. These restrictions do not automatically apply to other eSIM plans. Refund eligibility also depends on the transaction state, applicable purchase-channel rules and mandatory consumer rights. Failed provisioning, duplicate payments, unauthorized charges and products that do not provide the purchased service are assessed according to their circumstances. Nothing in this policy removes rights provided by applicable law.
6. Subscriptions and renewals
For recurring subscriptions, cancellation normally stops future renewals according to the applicable purchase channel and cancellation timing. Cancellation does not automatically create a refund for a period already billed or already consumed. Refunds for unused periods may be considered where the purchase channel permits them, the service failed, or applicable consumer law provides a right to a refund or cancellation. Platform-billed subscriptions remain subject to the applicable Apple or Google billing and refund rules.
7. Unauthorized, duplicate and failed transactions
Report unauthorized or duplicate transactions promptly. NUMERA may investigate the transaction and entitlement state and may coordinate with the payment processor. A chargeback is different from a merchant refund and is handled through the customer’s bank, card issuer or payment provider. NUMERA may pause duplicate reimbursement processing while a chargeback is under review.
8. Approved refunds and timing
Approved refunds are submitted through the original processor or marketplace where possible. Paystack and Flutterwave may support full or partial refunds but use processor-specific workflows and timelines. NUMERA will not promise a universal posting time because banks, card networks and payment providers control final settlement. Where a processor requires additional information, NUMERA will request only information reasonably necessary and will never request passwords, OTPs, CVV/CVC codes, PINs or other authentication secrets.
9. Fees, partial refunds and consumer rights
Where permitted by applicable law and disclosed purchase terms, payment processing charges may be non-refundable and a partial refund may be appropriate. Nothing in this policy removes mandatory consumer rights, statutory cancellation rights or rights that apply to an unauthorized transaction.
10. Contact
Use NUMERA Support at https://help.numeraesim.com or support@numeraesim.com. Never send passwords, verification codes, PINs, CVV/CVC codes or full payment-card credentials to NUMERA Support or NUMA.