Refund Policy

 

1. Refund for Service Withdrawal


If there have been changes in your plans and you no longer need your RoamFree eSIM, we will provide you with a full refund.

For a full refund you must meet the following requirements:

  • Your eSIM must have been purchased from the RoamFree website.
  • The activation of the eSIM has not been done yet.
  • If the eSIM has already been activated and/or used, we will analyze your specific case to provide a better solution.
  • The purchase must have been made no more than 30 days ago.

2. Refund for Incompatible or Locked Device


If you purchased the eSIM and it turned out to be incompatible with your device, we will provide you with a full refund.

The refund would be effective as long as you:

  • Have not scanned the QR code.
  • Have not used any data from the plan.
  • Have purchased the eSIM no more than 30 days ago.
  • Send a screenshot and the necessary information to verify the incompatibility or lock.

3. Refund for Connection Issues


If your eSIM doesn't work due to an issue with RoamFree or the network infrastructure of the destination country has problems and is unstable, we can offer you a full or partial refund.

Before requesting the refund:

  • Please get in touch with our Customer Service Team at service@roamfreetelecom.com or through our chat to report the connection issue.
  • We cannot guarantee a refund if you contact us after your trip.
  • In all other cases, a partial or full refund (with an administrative fee of $3.5USD) may be issued depending on the data you have used.

4. Refund Process


Leave everything to us! Simply reach out to our Customer Service Team at service@roamfreetelecom.com and provide the necessary information and documents we may require.

5. Non-Refundable Situations


  • No Communication: Refund will not be accepted if you encounter a connection issue and request a refund without any communication or reason.
  • Expiration of Data Plan: Each Data Plan has a validity period. After the validity period, any remaining data will not be refunded in any form.
  • Compensation: We do not provide refund or compensation for costs incurred from backup phones, backup SIM cards, backup providers, hotel phones, or other charges not directly related to the customer's RoamFree eSIM account.
  • Fraudulent Purchase: If there is evidence of abuse, violation of our terms and conditions, or any fraudulent activity related to the use of RoamFree products and services, RoamFree reserves the right to deny any form of refund.
  • Unauthorized Purchase: Before processing any refund, cases will be subject to investigation and approval. RoamFree reserves the right to suspend any account related to fraudulent activities.
  • Billing Error: If the customer reasonably and in good faith disputes an invoice or part of an invoice, the customer shall notify RoamFree of such dispute within 7 days of receipt of the invoice, detailing the reasons for the incorrect amount and, if possible, the amount the customer believes should be paid.
  • Other Reasons: If the refund request does not fall within the above categories, we will investigate the request on a case-by-case basis. If the refund is approved, a processing fee may be charged. The maximum refund amount the customer can apply for must be equal to or less than the total amount paid.