Refund Policy

• Not installed yet? Full refund within 14 days of purchase, no questions asked.
• Installed but genuinely not working? We fix it, replace it, or refund it.
• Used the data, or the plan expired? No refund — the allowance was delivered.
• Bought the wrong destination? Tell us before installing and we will sort it out.

We refund the full amount when:

• you ask within 14 days of purchase and the eSIM has not been installed on a device
• the eSIM cannot be installed because of a technical fault on our side or our supplier's
• the plan does not connect at your destination despite correct installation and settings, and we cannot fix it
• you were charged twice for the same order, or charged after a failed purchase
• we cancel your order because a plan became unavailable

Because each plan is bought from our network partner as soon as you order, we cannot refund when:

• the eSIM has been installed and data has been used
• the validity period has ended, whether or not you used the data
• your device is not eSIM-compatible or is locked to a carrier — please use our device checker before buying
• you deleted the eSIM from your device, since an eSIM cannot be reinstalled
• coverage was poor in a specific spot, while the network was otherwise available in the destination
• you did not enable data roaming or chose the wrong line on your device, and support could have resolved it
• the plan was bought with an expired or misused promotional code

Unused data is never refunded, and plans cannot be extended after they expire — top up before the expiry date instead.

Email [email protected] or use the chat on our site, and include:

• your order number (for example RL-4KDW2P)
• the destination and plan you bought
• what happened, and what you have already tried
• for technical issues: your device model, and a screenshot of your mobile data settings if possible

Our team will usually reply within a few hours, and always within one business day. For connection problems we may ask you to try a couple of quick steps first, because most issues are solved in minutes.

• Approved refunds are issued to the original payment method.
• We process refunds within 5 business days of approval; your bank may take a further 5 to 10 days to show it.
• Roam Points spent on the order are returned to your account.
• Points earned on a refunded order are removed.
• A promo code used on a refunded order can normally be used again, unless it has expired.

Adding more data to an existing eSIM follows the same rules as a plan: refundable while unused, not refundable once data from that top-up has been consumed. Where only part of an order is faulty — for example one eSIM in a multi-plan order — we refund that part.

If you paid with your Roamledge balance, an approved refund goes back to that balance straight away, and you can see it in your account history. It is then available for your next plan.

Money you added to your balance but have not spent is not automatically refunded to your card — the balance is prepaid credit, as set out in our Terms & Conditions. If you close your account, contact us and we will return any unused balance you paid for, to the original payment method where we can and where applicable law requires it.

This policy adds to your legal rights, it does not replace them. If consumer law where you live gives you stronger protection, that law applies. Full terms are in our Terms & Conditions.