Withdrawal, guarantee and refunds

Effective from: 3 October 2026

This page explains when and how you can get your money back. The full rules are in sections 9 to 11 of our Terms and Conditions.

In short

Not working? If your eSIM does not work and we cannot fix it, we refund the full price. Just tell us within 30 days of purchase.
Changed your plans? As long as you have not installed the eSIM, you can ask for a full refund within 48 hours of purchase.
How? Message us by email or on WhatsApp with your order number. No forms.
Your legal rights (statutory warranty) apply on top of all this.

Your 14-day right of withdrawal

When you buy online, you normally have 14 days to withdraw from the contract without giving a reason. Your eSIM, however, is digital content that you receive immediately after payment. That is why, when you order, you tick a box to consent to immediate delivery and to acknowledge that you will lose your right of withdrawal (Article 16(m) of Directive 2011/83/EU; section 29(1)(m) of Hungarian Government Decree 45/2014 (II. 26.)). Once your eSIM has been delivered, you can no longer withdraw.

If you have not received your eSIM yet (for example because our supplier is delayed), you can still withdraw within 14 days of your order without giving a reason, and we will refund the full price within 14 days at the latest. You will find a model withdrawal form at the end of our Terms and Conditions.

Our guarantee goes further: as long as the eSIM has not been installed, we refund the full price within 48 hours of purchase even if you have already received it.

"It works, or your money back"

If your eSIM does not work, contact us and we will first help you fix it.
If we cannot fix it, we refund the full price.
Condition: tell us within 30 days of purchase.
An eSIM "does not work" if it gives you no mobile data connection in the destination on a compatible, unlocked phone, with the eSIM line switched on and data roaming turned on for that line.

Refund before installation

If you change your mind and have not installed the eSIM yet, you can ask for a full refund within 48 hours of purchase.
When we refund, we cancel the eSIM, after which it can no longer be installed or used.

Family bundles

For a Family bundle the guarantee applies per eSIM: if only some eSIMs are affected, we refund the discounted price of the affected eSIMs.

How to ask for a refund

Email: hello@nexuscode.hu
WhatsApp: +36 30 269 7632

How and when you get your money back

We refund through Viva to the payment method you used (your card, or the card behind Apple Pay or Google Pay).
Under our guarantee, we start the refund within 3 working days of accepting your claim; if you withdraw under the law, within 14 days of being informed of your withdrawal at the latest.
When the money appears in your account depends on your card issuer, usually within a few working days.

When we cannot give a refund

Apart from the cases above and your legal rights, we do not refund unused days or data, for example if you cut your trip short or did not use the eSIM within 180 days of purchase.
We are not at fault if the eSIM cannot be used because your phone does not support eSIM or is locked to a network, because data roaming is not turned on for the eSIM line, or because the installed eSIM was deleted. We are still happy to help.

Your legal rights (statutory warranty)

If your eSIM is faulty, you also have statutory warranty rights under Hungarian law, whatever our guarantee says: you can ask us to fix the problem or give you a new eSIM and, if that is not possible, ask for a price reduction or withdraw from the contract. Please tell us about a fault without delay; notice within two months of discovering it always counts as timely. See section 10 of our Terms and Conditions.

Complaints and disputes

If you disagree with our decision, you can make a complaint or turn to a conciliation body, as explained in sections 13 and 14 of our Terms and Conditions.