Refund Policy

Last updated: January 2026

1. General information

Roamr is committed to providing reliable eSIM products and transparent policies for its customers. This Refund Policy explains when refunds may be requested and how refund decisions are made.

Because eSIMs are digital products that are delivered instantly and can be activated on a specific device, refund eligibility depends on the status and usage of the eSIM.

2. When refunds may be approved

Refund requests are reviewed based on objective criteria related to installation, activation, and usage of the eSIM.

2.1 Eligible for a full refund

A full refund may be approved if all of the following conditions are met:

  • the eSIM has not been installed on any device;
  • the eSIM has not been activated on a mobile network;
  • no data has been consumed;
  • the refund request is submitted within 30 days of the original purchase date.

A full refund may also be granted if:

  • a technical issue on Roamr's side prevented delivery of the eSIM or access to installation details;
  • a confirmed system or provisioning error made activation impossible despite correct installation steps.

2.2 Not eligible for a refund

Refunds cannot be provided in the following situations:

  • the eSIM has been installed on a device (including scanning a QR code or entering activation details);
  • the eSIM has been activated on any supported network;
  • any portion of the data plan has been used;
  • the validity period of the eSIM has started;
  • the refund request is made more than 30 days after purchase;
  • the eSIM does not function due to device incompatibility or unsupported hardware.

It is the user's responsibility to confirm that their device supports eSIM technology and meets compatibility requirements before completing a purchase.

3. Specific situations

3.1 Technical problems

If you experience issues installing or using an eSIM, we recommend contacting Roamr support before submitting a refund request.

In many cases, issues can be resolved through troubleshooting or by issuing a replacement eSIM. Refunds are considered only if the issue cannot be resolved and the eSIM remains unused.

3.2 Network coverage and performance

Roamr works with established network partners to provide coverage in supported destinations. However, mobile network performance may vary depending on location, local infrastructure, and environmental factors.

If you experience persistent connectivity issues in an area where coverage is advertised, please contact our support team with relevant details. Depending on the circumstances, partial refunds or account credits may be offered on a case-by-case basis.

3.3 Accidental or duplicate orders

If you place an accidental or duplicate order, please contact us as soon as possible. Duplicate purchases may be refunded provided the additional eSIM has not been installed or activated.

4. How to request a refund

To request a refund, you may:

  • log in to your Roamr account;
  • access your order history;
  • select the relevant order and submit a refund request with a brief explanation.

Alternatively, you can contact us directly by email at support@roamr.co and include:

  • your order number;
  • the email address used for the purchase;
  • the reason for your refund request.

Our support team may request additional information to properly review your request.

5. Refund processing

If a refund is approved:

  • the refund will be issued to the original payment method;
  • card refunds typically appear within 5-10 business days, depending on your bank or payment provider;
  • you will receive an email confirmation once processing is complete.

Processing times are determined by external financial institutions and may vary.

6. Account credit alternative

In some cases, Roamr may offer account credit instead of a monetary refund. Account credits:

  • are applied immediately to your account;
  • do not expire;
  • can be used toward any future eSIM purchase on the Roamr platform.

Accepting account credit is optional and does not affect your statutory rights, where applicable.

7. Chargebacks

We encourage customers to contact Roamr support before initiating a chargeback with a bank or card issuer. Most issues can be resolved efficiently through direct communication.

Initiating chargebacks for transactions that do not meet refund eligibility criteria may result in account limitations or suspension, particularly in cases of repeated or abusive activity.

8. Policy updates

This Refund Policy may be updated from time to time to reflect changes in our services or operational practices. Any updates will be posted on this page with an updated "Last updated" date.

Continued use of the services after changes take effect constitutes acceptance of the revised policy.

9. Contact details

If you have questions about this Refund Policy or need assistance with a refund request, please contact us:

  • Email: support@roamr.co
  • Address: Roamr, 123 Travel Street, London, UK