Refund Policy

1. When You Are Entitled to a Refund

We offer refunds in the following situations:

a) Uninstalled eSIM

If you have purchased an eSIM but have not yet installed it on a device, you can request a full refund within 30 days of purchase. We will verify with our upstream provider that the eSIM has not been activated before processing the refund.

b) Installed eSIM with verified network issues

If you have installed your eSIM but cannot use it normally because of a network problem, you can request a full refund provided that:

• You contact us at hello@roamfly.co within 30 days of activation;
• You give us a fair opportunity to diagnose the issue (typically by sharing your device, plan, and a brief description of what is happening);
• The issue is verified as a network or eSIM provisioning problem on our side, or with our upstream Network Operator; and
• We are unable to resolve the issue within 24 hours of you reporting it.

If the issue is resolved within 24 hours, the eSIM will continue to function normally and a refund will not be required.

2. When Refunds Are Not Available

We are unable to offer refunds where:

• The eSIM has been used and the data allowance, or part of it, has been consumed (a partial refund may be considered at our discretion in exceptional circumstances);
• The plan has expired by reaching its end date or its data allowance has been fully used;
• The issue is caused by a device that is incompatible with eSIM technology, locked to a specific carrier, or running unsupported software (please check our compatibility page before purchase);
• The issue is caused by user error, such as deleting the eSIM profile or rejecting the activation;
• You are travelling in a country, region, or area not covered by the plan you purchased;
• The issue is caused by events outside our reasonable control, such as a Network Operator outage that is being actively addressed, government-imposed restrictions, or natural events affecting connectivity in the area;
• You request a refund more than 30 days after purchase or activation (whichever is later).

3. How to Request a Refund

Email hello@roamfly.co from the address used for your order, with:

1. Your order number (in the confirmation email we sent you);
2. The eSIM plan you purchased;
3. A short description of the issue;
4. The device model and operating system version you are using;
5. Any error messages or screenshots that may help us diagnose the issue.

Our support team will respond within one business day. If a refund is approved, we will let you know and process it as described below.

4. How Refunds Are Processed

• Refunds are issued to the original payment method used for the purchase.
• RoamFly initiates the refund within 3 business days of approval.
• Your bank or card issuer typically posts the funds within 5 to 10 business days, depending on your provider.
• If your purchase was in a currency other than your card's base currency, exchange-rate movements between the original purchase and the refund may result in a small difference. RoamFly is not responsible for such differences imposed by your card issuer.

5. Your Statutory Rights

This Refund Policy is in addition to any rights you have under UK consumer law, including the UK Consumer Rights Act 2015. Nothing in this policy excludes or limits your statutory rights as a consumer.

Note that, as explained in our Terms of Service, by purchasing an eSIM you expressly request immediate delivery of digital content and waive the 14-day cancellation right under the Consumer Contracts Regulations 2013 once the eSIM has been delivered. Our voluntary refund commitments above apply on top of, and not instead of, your statutory rights.

6. Chargebacks

Before opening a chargeback or disputing a payment with your bank, please contact us first at hello@roamfly.co. We aim to resolve issues quickly and fairly. Chargebacks raised without first attempting resolution with us may slow the outcome and, in clear cases of misuse, may result in your account being suspended.

7. Contact

Questions about this policy? Email hello@roamfly.co. We're happy to help.