Refund & Cancellation Policy
Newfound Digital Limited · Last updated 20 October 2026
Summary
| Product | Can I cancel? | Can I get a refund? |
|---|---|---|
| Maps.me Pro subscription | Yes, any time, in your account or by email; stops the next renewal | Not for the current paid period, except non-delivery, a product withdrawal, or where your local law requires it |
| Maps.me eSIM package | n/a (one-off purchase) | Yes, in full, before the profile is installed. After installation: a replacement or refund only if the package cannot be used because of a fault on Maps.me's side, claimed within 30 days and not fixed within 10 days of your report. Nothing for used, expired or not-activated-in-time data |
| Maps.me Pro Forever plan | n/a (one payment, no renewal) | Not after delivery, except non-delivery or a defect. If Pro is withdrawn, a refund reduced pro rata over five years from purchase, or a replacement |
| Other digital content (guides) | n/a | Only if not delivered within 24 hours or defective and not fixed within 5 business days |
1. Digital products are delivered immediately
Everything we sell is delivered to your Maps.me account or device as soon as payment is confirmed. For that reason all sales are final once delivered, unless this Policy or your mandatory local law says otherwise. By buying you ask us to deliver immediately and accept that any cooling-off right under your local law ends when delivery starts.
2. When we refund
- Not delivered: if a product has not reached your account or device within 24 hours of payment and we cannot deliver it after you contact us, we refund in full.
- Defective: if a product does not work as described and Maps.me cannot fix it within 5 business days of your report, we refund in full.
- Withdrawn: if Maps.me withdraws a product you have prepaid, we refund the unused part pro rata, or replace it at your choice.
- eSIM, before installation: a package is refunded in full if the profile has not been installed on any device and the package has not been activated. After installation, if the package cannot connect because of a fault on Maps.me's side, you may choose a replacement or a refund of the unused part, provided you claim within 30 days of the problem and it is not fixed within 10 days of your report.
- Duplicate or mistaken order: tell us within 48 hours of purchase; if the product has not been used we refund it.
- Service outage (eSIM): an outage of more than 24 consecutive hours within Maps.me's control is refunded pro rata or replaced.
3. When we do not refund
Change of mind after delivery; the unused part of a subscription period after you cancel; an eSIM package after installation or activation, including where your device is incompatible or locked; data you did not use before a package expired, or a package you did not activate within its activation window; currency-conversion fees charged by your bank; subscriptions bought through the Apple App Store or Google Play (contact them).
4. Cancelling a subscription
Go to your account and click Cancel renewal, or email support@newfoundhk.com. We confirm by email within 24 hours. You keep Pro until the end of the paid period, and nothing more is charged.
5. How to request a refund
Email support@newfoundhk.com with your order number and the reason. We reply within one business day and decide within 5 business days. Approved refunds go back to the original payment method within 10 business days of approval; your bank may take up to 30 business days to show it.
6. Chargebacks
Please contact us before disputing a charge with your bank. A chargeback for a product you received and kept may lead us to revoke the product and decline future orders.
7. Your legal rights
This Policy does not reduce any right you have under the mandatory consumer law of the country where you live.