Refund Policy
Effective since September 17, 2026 · Controller: Megasystem Co., Ltd.
This is a courtesy translation. The Portuguese version of this Policy is the legally binding document in case of any discrepancy.
Quick summary
| Situation | Refund |
|---|---|
| The eSIM has connected to a network at the destination | ❌ No refund |
| Confirmed technical problem on our side | ✅ 100% |
| Incompatible device (eSIM not supported) or device locked by the carrier | ⚠️ Refund minus a 50% administrative fee on the amount paid (see Section 2) |
| Once installed and connected, no refund will be issued. | 🚫 No refund after use |
| 🇯🇵 Customers in Japan · payment at a Convenience Store (Konbini) | 💳 Refunds are only possible for purchases paid by credit card. For purchases paid at a Konbini, we offer a discount coupon for a future purchase instead of a chargeback. |
1. Right of withdrawal (Brazilian Consumer Code, Art. 49)
Because this is a digital purchase, the 7-day right of withdrawal applies only if the product has not been consumed (that is, the eSIM has not been installed yet or was installed but never connected).
2. Device not compatible with eSIM or locked by the carrier
2.1. Before the purchase is completed, NewSky eSIM provides a free compatibility check tool and a list of compatible devices. It is the customer's responsibility to confirm, before placing the order, that their device (i) supports eSIM technology and (ii) is unlocked for use with other carriers (SIM lock / carrier lock).
2.2. If, after the purchase, it is found that the smartphone does not support eSIM technology or is locked by the carrier, the refund may be issued minus an administrative fee equal to 50% (fifty percent) of the amount actually paid.
2.3. The administrative fee in item 2.2 is compensatory and covers costs that have already been incurred and cannot be reversed, namely: the issuance and reservation of the eSIM profile with the partner carrier, payment processing fees and the cost of handling and reviewing the request.
2.4. The fee does not apply when the eSIM cannot be used because of a technical failure attributable to NewSky eSIM or the partner carrier, or when the eSIM profile cannot be delivered. In these cases the refund is full (100%).
2.5. The refund described in this Section is only possible while the eSIM has not connected to any network. Once installed and connected, the product is considered consumed and there is no right to a refund, as set out in Section 1 and the Quick summary.
2.6. The request must be submitted within the period stated in Section 1 and through the channels in Section 3. For payments made at a Konbini, Section 6 applies (a coupon of equivalent value, already net of the administrative fee when it is due).
3. How to request
- Go to My account → Orders
- Click "Request refund" on the order
- Describe the reason
- Answer within 48 business hours
Or write to info@newsky.jp with your order number.
4. Refund timelines
- Credit card: 1 to 2 billing cycles (depends on the issuing bank).
- Pix / boleto: up to 5 business days to the same account.
- Stripe: automatic refund after our approval.
5. Top-ups
Top-ups follow the same rule as the main eSIM — if it has not been consumed yet, you are entitled to a full refund.
6. Customers in Japan · Konbini payment
A refund is only possible when the payment was made by credit card — Stripe processes the refund automatically on the customer's card statement.
For purchases paid at Convenience Stores (Konbini · コンビニ) — 7-Eleven, FamilyMart, Lawson, Ministop — a chargeback cannot be issued because the payment was made in cash, directly at the store counter, and there is no automatic reversal channel.
In these cases we offer:
- ✅ A discount coupon of equivalent value for a future eSIM purchase at NewSky, with no expiry date;
- ✅ Valid for any destination in our catalog;
- ✅ Can be combined with promotions (limit of 1 coupon per order).
The coupon is sent by e-mail within 48 business hours after the refund request is approved.
7. Human support
We are here to help. Before requesting a refund, try:
- 💬 Chat with our support team (bottom-right corner of the website)
- 📧 info@newsky.jp
Version 1.1.0 — Effective since 2026-09-17.