Refund Policy
We aim to be fair and transparent. Because eSIMs are digital services, refund eligibility depends on whether the eSIM has been delivered, installed, activated or used.
Before Activation
Refunds may be available if the eSIM has not been activated, installed or used.
If you purchased the wrong plan or no longer need the service, please contact us as soon as possible.
After Installation or Use
Once an eSIM has been successfully installed, activated, or used, a refund may no longer be available because this is a digital telecommunications service.
Where service has already started, cancellation rights may be reduced or lost.
If Something Goes Wrong
If the eSIM fails to activate due to an issue within our control, or if the service is not as described and cannot be corrected within a reasonable time, we may offer:
- a full refund
- a partial refund
- credit or an alternative product
When a Refund May Not Apply
- the eSIM has been delivered and used successfully
- the issue is due to device incompatibility
- the issue is caused by incorrect device setup
- the problem is outside our reasonable control
How to Request a Refund
If you believe you are entitled to a refund, please contact us and include:
- your full name
- your order number
- your purchase date
- details of the issue
- any screenshots or supporting information
For the fastest support, please use the SimToRoam app or web chat first. You can also email support@simtoroam.com.
Processing Refunds
Where a refund is approved, it will usually be made to the original payment method.
Processing times may vary depending on your bank or payment provider.