Our Commitment
Our eSIMs typically work flawlessly, but if you encounter network connectivity issues, we can offer a full or partial refund. We are committed to providing you with a fair and transparent service experience.
⚠️ Some conditions apply. Please read the following terms carefully.
1 Scope
This cancellation and return policy applies to all products purchased through the Roami online store, with no exceptions.
Once you purchase an eSIM, you will receive an order confirmation email containing a QR code. Once sent, we cannot retrieve the eSIM or prevent its use.
2 Refundable Cases
1 Compatibility Issues
If you purchased an eSIM without checking device compatibility, you may request a refund if all the following conditions are met:
- ✅ QR code has not been scanned
- ✅ No data has been used from the plan
- ✅ eSIM purchased within the last 6 months
- ✅ You provide screenshots and necessary information verifying incompatibility or device lock issues
2 Trip Cancellation
If you cancel your trip or no longer need the eSIM, you may request a full refund if the following requirements are met:
- ✅ eSIM was purchased from the Roami website
- ✅ eSIM has not been activated
- ✅ Purchase was made within the last 6 months
📌 If the eSIM has been activated or used, we will provide the best solution based on your specific situation.
3 Network Connectivity Issues
If your eSIM fails to work due to issues on Roami's or the network provider's end, we can offer a full or partial refund.
- 📧 Contact support team to report network connectivity issues
- 📸 Provide information and screenshots to help our team identify the problem
- 🔄 If the connectivity issue cannot be resolved, Roami will refund your order amount
💰 Refund calculation: Never connected to internet → Full refund; Partial usage → Prorated refund based on days without network
3 Non-Refundable Cases
| Situation | Explanation |
|---|---|
| No Communication | If you experience issues and request a refund without any communication or reason, it will not be accepted |
| Data Plan Expired | Each data package has a validity period. After expiration, any remaining data will not be refunded in any form |
| Indirect Costs | We do not provide refunds or compensation for backup phones, backup SIM cards, backup providers, hotel phones, or other expenses not directly related to your Roami eSIM account |
| Fraudulent Purchase | If there is evidence of abuse, violation of our terms, or any fraudulent activity, Roami reserves the right to refuse any form of refund |
| Billing Error | If a customer disputes an invoice, they must notify Roami within 7 days of receiving the invoice, detailing the reason for the inaccuracy |
| Third-Party App Registration | eSIM service is primarily for internet connectivity. We do not guarantee it can be used for registration or receiving verification codes (OTP) on third-party apps |
| Other Reasons | If a refund request does not fall into the above categories, we will investigate on a case-by-case basis. A processing fee may apply if the refund is approved |
4 How to Apply for a Refund
- 1 Contact us via email: [email protected]
- 2 If you are experiencing connectivity issues, contact us immediately
- 3 Our team will first help you properly configure the eSIM
- 4 If the issue still cannot be resolved, we will initiate the refund process
5 Refund Process
Original Payment Method
Refund will be returned to the original payment account
Store Credit
We can provide equivalent store credit for purchasing other eSIMs
Processing Time
1-15 business days, depending on bank processing
⏱️ Once the refund is approved, funds will be returned to your original payment account. This process may take 1-15 business days, depending on bank processing times and local public holidays
No Cancellation Fee
We do not charge any cancellation fees