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# Why was my Supera Care claim denied?

To ensure a fair and fast process for all travelers, Supera Care follows strict eligibility rules. Your claim may be rejected if it falls under any of the following categories:
**1. Issues Not Related to Network Failure**
* Customer Negligence: Issues caused by incorrect manual settings, accidental deletion of the eSIM profile, or failure to follow the provided installation instructions.
* Device Limitations: If your device is not eSIM compatible or is carrier-locked, this is not covered by Supera Care.
* Physical Damage: Electrical or mechanical damage to the phone, hardware defects, or software issues caused by viruses/malicious code.

**2. Quality & Performance Thresholds**
* Temporary Disruptions: Temporary slow speeds (throttling), minor signal fluctuations, or short disconnections that are not officially recognized as a carrier outage.
* Self-Caused Delays: Losses caused by personal delays that are unrelated to the actual communication failure.

**3. Missing Documentation (Most Common Reason)**
* No Official Receipts: Any expense (alternative eSIM, taxi, hotel, or tour) without a clear, valid, and readable official receipt will be excluded.
* Lack of Proof: Failure to provide screenshots or evidence of the technical error at the time it occurred.
* Late Submission: Claims submitted more than 30 days after the service completion date will not be accepted.

**4. Refund & Payout Conflict**
* Double Claiming: You cannot receive both a standard refund and a Supera Care payout for the same order.
* Replacement Rule: If you purchased a replacement product due to an error, the original order refund is excluded. Only the replacement product and associated losses will be covered through the Supera Care payout.

**5. External Factors**
* Damage or loss caused by war, civil unrest, riots, or natural disasters.
* External system changes such as unauthorized repairs, programming modifications, or disassembly.
*If you believe your claim was wrongly denied, please contact our support team with your Order ID for further review.*