Legal

Roamify Refund & Cancellation Policy

This page explains how Roamify handles refund and cancellation requests for travel eSIM plans. We designed this policy to be clear, fair, and easy to follow before you buy, while your order is new, and after a support review. Please read each section carefully so you know which purchases can be refunded, which situations are not refundable, and how quickly requests are processed.

Last updatedDecember 9, 2023 20:07

Refund Policy #

Last Updated: July 29, 2023

If you’re unhappy with your eSIM experience, please let us know! If you experience connection issues, we can provide a full or partial refund, depending on the situation.

Some conditions do apply, so make sure to review our terms below.

These cancellation and return terms apply to all purchases made through the online store getroamify.com without exception.

When you can receive a refund: #

If your eSIM does not work due to a problem with Roamify or the connection provider, we can provide a full or partial refund.

Before processing a refund, we ask that you:

Contact our support team (dveer@getroamify.com) to report the connection incident
Provide information and screenshots so our team can identify the problem

Our support team is available 24/7, and we usually respond within a couple of minutes.

If the connection problem cannot be solved, Roamify will reimburse your order.

If the eSIM is never connected to the internet, we can offer a full refund minus a small admin fee. If the eSIM stopped working or only temporarily worked, we can provide a partial refund for the number of days you were without an internet connection, discounting the days in which you had a connection.

In both cases, Roamify reserves the right to deduct a small administration cost from refunded amounts.

Remember that our response time regarding your refund request is from 3 to 5 workdays. Once you have received our response, your refund will be reflected in the account with which you made the payment, depending on your bank, from 5 to 10 workdays.

When you can’t receive a refund: #

We cannot issue a refund if you give us the wrong email address during the purchase. We can forward the eSIM to a different email address, but we cannot guarantee that it will not be used by the owner of the incorrect email address, which means it cannot be refunded.
We cannot issue a refund if your device is incompatible with eSIM or locked. Roamify provides a list of compatible devices on its website, and customers can ask if their device is compatible by contacting our customer team.
We cannot issue a refund if you have changed your mind or no longer need the eSIM.
We cannot issue a refund in any other case not specified on this page.

How can I request a refund? #

Please get in touch with support@getroamify.com

If you experience a connection problem with your eSIM, contact us when the issue occurs. Our team will first ensure that your eSIM is correctly configured. If the problem persists once the eSIM is correctly configured, our team will continue with the refund process.