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Refund Policy

Last updated: May 22, 2026

This Refund Policy explains when Roamavo may approve a refund, replacement, or support resolution for prepaid travel eSIM plans.

Because eSIMs are digital goods that can be delivered, installed, activated, and consumed quickly, refund eligibility depends on the status of the eSIM and the reason for the request.

1. Before you request a refund

Please contact support first if your eSIM is not working. Many issues are caused by device settings, carrier lock, APN/data roaming settings, weak signal, or installing the plan too early. We may ask for screenshots and basic troubleshooting.

2. Refunds we may approve

Roamavo may approve a full or partial refund when the facts show that a refund is appropriate and the plan has not been successfully used.

  • The eSIM was not delivered because of a Roamavo or provider error.
  • The purchased plan was unavailable and we could not provide a suitable replacement.
  • A verified technical issue on our side or our provider's side prevented installation or use.
  • You purchased the wrong plan and contacted us before installation, activation, expiry, or data usage.
  • Duplicate purchases were made by mistake and the duplicate plan was not installed, activated, or used.

3. Cases that are usually not refundable

We generally cannot refund a plan that has been installed, activated, expired, or used, unless a verified Roamavo or provider issue prevented meaningful use.

  • Your device is locked, incompatible, or does not support eSIM.
  • You installed or activated the eSIM earlier than intended.
  • You no longer need the plan because travel plans changed after delivery.
  • You used part or all of the data allowance.
  • The plan expired because it was not used in time.
  • Poor service was caused by local coverage limitations, buildings, terrain, congestion, device settings, or carrier conditions outside our control.
  • You deleted the eSIM from your device after installation and it cannot be reinstalled.
  • The issue was caused by incorrect device settings after reasonable support instructions were provided.

4. Troubleshooting requirement

For technical refund requests, we may ask you to complete reasonable troubleshooting steps. This can include checking eSIM installation, selecting the correct data line, enabling data roaming for the eSIM, resetting network settings, checking APN settings, testing in another coverage area, or sharing screenshots.

If you do not provide enough information for us to verify the issue, we may be unable to approve a refund.

5. Timing

Refund requests should be sent as soon as possible and, where practical, within 30 days of purchase. Requests made after the plan expires or after substantial usage are less likely to be approved.

6. How refunds are paid

Approved refunds are usually returned to the original payment method. Processing time depends on the payment provider, card network, bank, and currency. Bank or card fees, exchange rate differences, and third-party fees may not be refundable.

7. Chargebacks

Please contact us before filing a chargeback so we can review the order. If a chargeback is filed, we may suspend the related eSIM, account, or future purchases while the payment dispute is handled.

8. How to request a refund

Email support@roamavo.com with your order email, destination, plan, device model, screenshots of the issue, and a short explanation of what happened. We will review the request and respond with the next steps.

9. Consumer rights

Nothing in this Refund Policy limits mandatory consumer rights that apply in your country or region.