Refund & cancellation policy

If we cannot deliver, you get your money back — usually without having to ask.

The short version

  • If we cannot deliver an eSIM you paid for, we refund you in full, automatically.
  • If your eSIM has been delivered but not yet installed, you can ask us for a refund.
  • Once an eSIM has been installed or used, it cannot be refunded.

The rest of this page explains each case.

Refunds we issue automatically, without you asking

Our system watches every order through to delivery. Where delivery fails, the refund is triggered by the system itself, not by a support agent noticing:

  • Your eSIM could not be issued. If our supplier cannot provision the profile, the order is refunded in full and you are emailed.
  • Part of a multi-plan order failed. You are refunded for the plans we could not deliver; the ones that worked stand.
  • Identity verification failed or expired. For destinations that require it (see Delivery & Installation), a failed or unattempted verification means we cannot issue the eSIM, so the order is refunded.

You do not need to contact us for any of these. If you have been charged and no eSIM has arrived within a few hours and you have heard nothing, do contact us — something has gone wrong that we want to know about.

Refunds you can request

Before installation. If you have received your eSIM but have not installed it, email support@roam201.com with your order number and we will refund it. We can verify from our supplier whether a profile has been downloaded, so please be straight with us — it is much quicker for everyone.

Coverage failure at the destination. If you install the eSIM and cannot get a usable connection in the destination the plan covers, contact us while you are still there if you can. Tell us the country, the city, and what your phone shows. Where the fault is with the plan or the network partner, we refund you. Where the phone is locked, incompatible, or the problem is local congestion or a device setting, we will help you fix it but cannot refund the plan.

Duplicate charges. If you were charged twice for the same plan, tell us and we will refund the duplicate immediately.

Orders that were never paid

An order you place but do not pay for is held for you for 24 hours, with a reminder email carrying a link back to it. We close it only after the payment provider confirms to us that nothing was charged — a closed order never means a lost payment. If a payment reaches us after an order has been closed, it is reviewed by a person within one business day and either delivered or refunded in full; you are told by email either way and never need to pay again.

When we cannot refund

  • The eSIM has been installed on a device. Installation consumes the profile at the operator; it cannot be returned to stock or resold. This is the point of no return, and it is why we ask you to check eSIM capability and carrier unlocking *before* you buy.
  • The data has been used, in whole or in part.
  • The validity period has expired, whether or not you used the data.
  • You bought the wrong destination and have already installed it. If you have not installed it, see "Before installation" above — we can help.
  • Your phone is not eSIM-capable, or is carrier-locked, and you have already installed the profile. If you have not installed it, we will refund you.

Unused data within a valid plan is not refundable, and plans cannot be paused, transferred to another person or exchanged for a different destination once installed.

How refunds are paid

Refunds go back to the original payment method. We cannot send a refund anywhere else.

We submit the refund immediately once it is approved. How fast it appears on your statement is up to your bank — typically 5 to 10 business days, occasionally longer for international cards. If it has been longer than that, contact your bank first, then us.

Where a purchase was paid for partly with store credit, the card is refunded up to what was actually charged to it and the credit portion is restored to your store-credit balance.

Refund to store credit. If you have an account with us and would rather have store credit than wait for a bank refund, ask — we can settle instantly that way instead. Guest purchases are always refunded to the original payment method. Store credit is only ever an option we offer you, never something we do instead of a refund you asked for.

Cancelling an order

Orders are fulfilled within minutes, so there is effectively no window in which an order is "pending" and can be cancelled. Treat a cancellation as a refund request under this policy and email us.

How to request a refund

Email support@roam201.com with:

  • your order number (it starts with R201),
  • the email address you used at checkout,
  • what went wrong.

We aim to respond within 24 hours.

If you are still not happy

Contact us before disputing a charge with your bank. A chargeback takes weeks and freezes the order while it runs; we can almost always resolve it faster directly. If we have got something wrong, we would rather fix it than argue about it.

Effective 2026-08-27. We post changes on this page; the version in force is the one published here when you buy.

Contact us

  • Operator: TMT Connekt, trading as roam201
  • Email: support@roam201.com