Roam Trust eSIM
Refund Policy
This Refund Policy explains when you may be eligible for a refund for an eSIM purchased through Roam Trust eSIM.
1. Digital products
Roam Trust eSIM provides digital eSIM products that are delivered electronically. Because an eSIM is a digital product, refund eligibility depends on the status of the eSIM and the circumstances of the request.
2. Refund eligibility
You may be eligible for a refund if:
- The eSIM was not delivered after successful payment.
- A technical problem prevents the eSIM from functioning and our support team is unable to resolve the issue.
- You were charged incorrectly or more than once for the same order.
- We determine that a refund is appropriate after reviewing your order and circumstances.
3. Non-refundable situations
A refund may not be available where:
- The eSIM has already been successfully activated and used.
- A substantial portion of the purchased data has already been consumed.
- The customer's device does not support eSIM technology.
- The device is locked to a mobile network operator.
- The customer purchased a package for the wrong country or destination.
- The customer changed travel plans or no longer requires the eSIM.
- The issue results from incorrect installation or device settings and can reasonably be resolved by following our support instructions.
4. Device compatibility
Customers are responsible for checking that their device supports eSIM technology and is network unlocked before purchasing.
Please verify device compatibility before placing an order.
5. Network coverage
Coverage and network performance depend on local mobile network operators. Signal strength, network speed and availability may vary according to location, network congestion, device capability and other factors outside our reasonable control.
Variations in network speed or coverage do not automatically qualify an order for a refund.
6. Contact support first
If your eSIM is not working, please contact our support team before requesting a refund. Many activation and connectivity issues can be resolved through configuration or installation assistance.
Email: office@roamtrustesim.com
7. How to request a refund
To request a refund, contact us at office@roamtrustesim.com and provide sufficient information for us to identify and review your purchase.
We may request your order information and details of the problem, including screenshots or device information where necessary to investigate a technical issue.
8. Refund review
Refund requests are reviewed individually. We may check the delivery, activation and usage status of the eSIM before making a decision.
Nothing in this Refund Policy limits any mandatory consumer rights you may have under applicable law.
9. Approved refunds
If a refund is approved, it will normally be returned to the original payment method. Processing times may vary depending on the payment provider and your bank or card issuer.
10. Payment disputes
If you believe there is a problem with an order or payment, please contact us first so that we can investigate and attempt to resolve the matter.
11. Changes to this policy
We may update this Refund Policy when necessary to reflect changes to our services, suppliers, payment processes or legal requirements. The current version will be published on this website.