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Legal
Refund Policy
🇬🇧 English VersionLast Updated: April 16, 2026
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.
Account-First Checkout: All purchases require a Roamiya account. This ensures your orders are tracked and your eSIMs are accessible from your dashboard for easy recovery -- even if you lose the email with your QR code.
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.
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.
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.
