Refund Policy

We want you to be happy with your Roamaly purchase. If something goes wrong, here's how refunds work.

Eligible for a full refund

• eSIM not delivered: If you did not receive your eSIM QR code within 1 hour of purchase, you are entitled to a full refund.
• Provisioning failure: If our system failed to provision your eSIM and the issue cannot be resolved, you will receive a full refund automatically.
• Unused eSIM: If your eSIM has not been installed or activated on any device, you may request a refund within 14 days of purchase.

Not eligible for a refund

• eSIM has been installed: Once an eSIM is installed on a device, it cannot be refunded. eSIMs are single-use digital products tied to a specific device.
• Data has been used: If any data has been consumed on the plan, it is no longer eligible for a refund.
• Plan has expired: Expired plans are not refundable, even if data remains unused.
• Device incompatibility: It is your responsibility to verify that your device supports eSIM before purchasing. We provide a compatibility checker to help. Purchases made for incompatible devices are not refundable.
• Change of mind: If your eSIM has been installed, we cannot offer a refund for change of travel plans.

Top-up refunds

Top-up purchases follow the same rules. If the top-up was successfully applied to your eSIM, it is not refundable. If the top-up failed and the data was not added, you are entitled to a full refund.

How to request a refund

1. Log in to your Roamaly account and go to My Orders.
2. Find the order you'd like to refund and click "Request Refund".
3. Provide a brief reason for the request.
4. Our team will review your request and respond within 2 business days.

Alternatively, email us at support@roamaly.com with your order ID and reason for the refund.

Refund processing

Approved refunds are processed back to your original payment method via Stripe. Refunds typically appear on your statement within 5–10 business days, depending on your bank or card provider.

Loyalty points and promo codes

If loyalty points were redeemed on a refunded order, the points will be restored to your account. Promo codes used on refunded orders may or may not be reissued at our discretion.

Disputes

If you are not satisfied with the outcome of your refund request, please contact us at support@roamaly.com and we will do our best to resolve the issue.