Refunds, in three lines

Never installed

An eSIM counts as never installed if it was never added to a phone. You can refund it yourself with the Refund button on your order page (open it from your receipt email or from Find my eSIM), or by emailing us from the address you used at checkout. We cancel the eSIM with our network partner and refund the full amount you paid to your original payment method. The window is 180 days from purchase, which is also how long an uninstalled eSIM stays valid.

Installed but not working

Contact us while you're on your trip and we'll troubleshoot with you first; most problems are a setting that takes a minute to fix. If we confirm a network fault that can't be fixed within 48 to 72 hours, we refund you in full or for the unused part of the plan, to your card, or send a replacement eSIM if you prefer. Please report the problem during your trip, while we can still check the connection.

Not refundable

• Plans where the data has been used, fully or in part, except as described above.
• Installed eSIMs you no longer need because your plans changed.
• eSIMs that were deleted from a phone, or whose code was already used on another device, unless our partner can reissue them.

If your eSIM doesn't arrive

Your eSIM appears on screen and by email right after payment. If we can't deliver it within 2 hours, we refund you automatically.

Top-ups

If a top-up doesn't add data to your eSIM, we refund it in full.

How refunds are paid

Refunds go to the card or wallet you paid with, for the same amount in US dollars. We don't deduct fees. Your bank usually shows the refund within 5 to 10 business days. If your card is in another currency, the amount you see can differ slightly because of exchange rates. We only give store credit if you ask for it.

Before you dispute a charge

Please email us at hello@roamclean.net first. If you qualify under this policy, a refund is faster than a dispute.