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 receive an order confirmation email containing a QR code. Once sent, we cannot retrieve the eSIM or prevent its use.
2. Refundable cases
2.1 Compatibility issues
If you purchased an eSIM without checking device compatibility, you may request a refund if all the following conditions are met:
- The QR code has not been scanned.
- No data has been used from the plan.
- The eSIM was purchased within the last 6 months.
- You provide screenshots and the information needed to verify the incompatibility or device lock.
2.2 Trip cancellation
If you cancel your trip or no longer need the eSIM, you may request a full refund when:
- The eSIM was purchased from the Roami website.
- The eSIM has not been activated.
- The purchase was made within the last 6 months.
If the eSIM has already been activated or used, we will offer the best solution for your specific situation.
2.3 Network connectivity issues
If your eSIM fails to work because of an issue on Roami’s side or the network provider’s side, we can offer a full or partial refund.
- Contact the support team to report the connectivity issue.
- Provide information and screenshots so our team can identify the problem.
- If the issue cannot be resolved, Roami refunds the order amount.
- Refund calculation: never connected to the internet → full refund; partial usage → prorated refund for the days without network.
3. Non-refundable cases
| Situation | Explanation |
|---|---|
| No communication | A refund request with no communication or reason cannot be accepted. |
| Data plan expired | Each data package has a validity period. Once it expires, any remaining data is not refunded in any form. |
| Indirect costs | We do not refund or compensate backup phones, backup SIM cards, backup providers, hotel phones or any expense not directly related to your Roami eSIM account. |
| Fraudulent purchase | Where there is evidence of abuse, a breach of our terms or any fraudulent activity, Roami reserves the right to refuse any form of refund. |
| Billing error | If you dispute an invoice, you must notify Roami within 7 days of receiving it, detailing the inaccuracy. |
| Third-party app registration | The eSIM service is primarily for internet connectivity. We do not guarantee it can be used to register for, or receive verification codes (OTP) from, third-party apps. |
| Other reasons | Requests outside the categories above are reviewed case by case. A processing fee may apply if the refund is approved. |
4. How to apply for a refund
- Email us at roamiesim@roamiapp.com.
- If you are experiencing connectivity issues, contact us immediately.
- Our team first helps you configure the eSIM properly.
- If the issue still cannot be resolved, we start the refund process.
5. Refund process
| Method | Details |
|---|---|
| Original payment method | The refund returns to the account you paid from. |
| Store credit | We can provide equivalent store credit for another eSIM. |
| Processing time | 1–15 business days, depending on your bank. |
Need help?
Our support team is here for you 24/7.
Contact us
Hong Kong LinZe Co., Limited
FLAT/RM A 12/F ZJ 300 300 LOCKHART RD WAN CHAI HONG KONG