At Roamiya, we strive to ensure you stay connected wherever you go. However, we understand that plans change or technology fails. This policy outlines when you are eligible for a refund.
1. 100% Money-Back Guarantee (Before Activation)
We offer a no-questions-asked full refund if:
- You have purchased an eSIM from Roamiya; AND
- The QR code has NOT been scanned; AND
- The eSIM has NOT been installed or activated; AND
- The request is made within 30 days of the purchase date.
Use Case: You bought a plan for Japan but canceled your trip. As long as you didn't scan the code, we will refund you fully.
2. Refunds for Technical Issues (After Activation)
If you have already installed the eSIM but it is not working, you may be eligible for a refund if:
- The eSIM has a technical fault (e.g., cannot connect to the network, no signal in covered areas).
Crucial Step: You must contact Roamiya Support ([email protected]) while you are currently at the destination. We must be given the chance to troubleshoot the issue.
If we cannot fix the issue remotely, we will issue a full or partial refund based on the situation.
Note: We cannot issue refunds for connectivity issues reported after your trip has ended, as we can no longer verify or fix the technical problem.
3. Non-Refundable Scenarios
We generally do not grant refunds in the following situations:
- Device Incompatibility: You purchased an eSIM for a device that is carrier-locked or does not support eSIM technology. It is the customer's responsibility to check our Supported Devices list or dial *#06# before purchase.
- User Error: You deleted the eSIM from your phone settings by mistake. (eSIM QR codes are one-time use and cannot be re-scanned or reinstated once deleted).
- Change of Mind (Post-Scan): You scanned the QR code or installed the eSIM but decided you don't need it anymore. Once scanned, the product is considered used and cannot be refunded.
- Fair Usage Policy (FUP): You are dissatisfied with the speed because you exceeded the daily high-speed data limit and were throttled (e.g., slowed down to 128kbps) according to the plan's terms.
- Wrong Region: You are trying to use a Japan eSIM in Korea.
4. How to Request a Refund
To initiate a refund, please email [email protected] with the following details:
- Order Number (e.g., #R12345).
- A screenshot of your device settings (Settings > Cellular) showing the error or "No Service" status (if applicable).
- Reason for the refund.
5. Processing Time
Once approved, the refund will be processed immediately. Depending on your bank or credit card issuer (Stripe/Alipay), it may take 5-10 business days for the funds to appear in your account.