Refund Policy

Last updated: October 2026

Thank you for choosing RoamFree eSIM. This Refund Policy applies to all eSIM data plans purchased on our website. Since eSIM is a digital, non-physical product, refund eligibility follows special rules different from physical goods. Please read this policy carefully before placing your order.

Refund Window & General Rules

  • All refund requests must be submitted within 30 days from your original purchase date.
  • We do not charge administrative or processing fees for approved full refunds. Refunds will be issued for the original paid amount back to your original payment method. We are not responsible for any differences in the received amount caused by your card issuer, bank currency conversion fees or bank processing delays.
  • Approved refunds are processed back to your original payment method and may take up to 15 business days to appear in your account, depending on your card issuer or payment provider (PayPal / credit card).
  • Refund amounts will not exceed the total amount you originally paid for your order. Local mandatory consumer protection laws may override some clauses on a case-by-case basis.
  • All refund decisions are final and at our sole discretion.

When You May Qualify For A Full Refund

1. Device incompatibility or carrier-locked phone

You may request a full refund if all of the following are true:

  • Your request is made within the 30-day window;
  • The eSIM profile has never been installed, activated, or connected to any cellular network;
  • No data, calls or SMS from this plan have been consumed;
  • You provide device details and supporting screenshots so we can verify the incompatibility issue.

Note: It is your responsibility to confirm your smartphone supports eSIM and is not network-locked before checkout. We publish a device compatibility reference on our site for your review.

2. Cancelled travel plans (unused eSIM)

  • If your eSIM remains uninstalled, unscanned and unused within the 30-day purchase window, you are eligible for a full refund.
  • No partial refunds are offered once the eSIM has been activated or any data has been consumed.

3. Unresolved network failure caused by our service

If you cannot get cellular service from your RoamFree eSIM while your plan is valid, you are required to complete our standard troubleshooting workflow before any refund review can begin. Our standard troubleshooting steps are published in our official self-help troubleshooting guide. During the process, you must provide requested evidence including your order ID, device model, current location, and full screenshots showing your EID, ICCID and mobile cellular settings. Do NOT delete your eSIM profile while under investigation. Refund review will not proceed, and we reserve the right to decline your refund request, if you refuse to follow troubleshooting guidance or fail to supply the required verification screenshots and information.

  • If our technical team confirms the fault originates from our side and cannot be fixed, we may approve a full refund at our discretion.
  • If the issue can be resolved by reconfiguration, no refund will apply.

Important: Slow speeds, temporary local network congestion, signal loss indoors or in remote areas do NOT count as a service failure eligible for refund, as long as the eSIM can connect to the local mobile network.

Situations Where Refunds Are Not Available

  • Your eSIM plan has expired, and you only contact support after expiry.
  • You have activated the eSIM or consumed any amount of data, and simply change your mind with no verified service fault on our side.
  • Your cellular data connection works normally, but specific third-party applications (including WhatsApp, banking apps, ride-hailing apps, TikTok and other social platforms) fail to load content, stream or receive verification codes.
  • You fail to cooperate with our required troubleshooting steps or refuse to provide requested verification screenshots.
  • Any indirect losses, extra roaming fees, device repair costs, travel disruption, or business income loss will not be reimbursed.
  • We reserve the right to decline refund requests if we identify order abuse, fraud, repeated chargeback attempts, or violation of our site policies.

How To Submit A Refund Request

  1. Send your request to our support email: service@roamfreetelecom.com
  2. Include your order number, the email used for purchase, and a clear reason for refund.
  3. Attach all requested screenshots, device information, and travel dates when applicable.
  4. For connectivity issues, full cooperation with our troubleshooting workflow is mandatory before any refund decision is reviewed.

Please contact our support team before opening a chargeback or bank dispute. Unwarranted chargebacks will be contested.

Questions

If you have any questions about this Refund Policy, contact us at service@roamfreetelecom.com