Refund Policy

At Roamex, we aim to provide high-quality and transparent eSIM services for travelers worldwide. We understand that travel plans can change, devices may be incompatible, or unexpected circumstances may arise. To ensure fairness and clarity, this Refund Policy explains when refunds can be issued and how the process works.

Please read this policy carefully before purchasing an eSIM. By completing a purchase, you agree to this Refund Policy as part of our Terms & Conditions.

1. Eligibility for Refunds

You may request a refund for your Roamex eSIM under the following conditions:

  • You purchased the eSIM without confirming whether your device is eSIM-compatible.
  • Your travel plans changed, your trip was cancelled, or you no longer need the eSIM.
  • The eSIM has not been activated, installed, scanned, or downloaded on your device.
  • The eSIM has remained completely inactive for less than 180 days from the date of purchase.

1.1 Definition of Inactive eSIM

  • “Inactive” means the eSIM has never connected to a mobile network, even for a moment.
  • If the eSIM QR code was scanned or installation was attempted, it may be considered activated, depending on the carrier’s systems.
  • Roamex cannot reverse or deactivate eSIM activations performed by third-party network operators.

2. Non-Refundable Situations

Refunds cannot be issued in the following cases:

  • The eSIM has been activated, scanned, installed, or used on any device.
  • The eSIM has remained inactive for more than 180 days after purchase.
  • The eSIM has expired according to its original validity period.
  • Network issues such as speed, coverage, roaming quality, or congestion caused by third-party telecom operators.
  • User-side issues such as incorrect device settings, locked devices, or incompatible devices.

Because eSIMs are digital services activated through external telecom systems, once activation occurs, the process cannot be reversed and the eSIM cannot be reused or resold.

3. How to Request a Refund

If you believe you are eligible for a refund under this policy, you can contact our support team using one of the following methods:

3.1 Information to Include in Your Refund Request

To help us process your refund request faster, please include:

  • Your Roamex order number
  • The email address used for the purchase
  • Whether you attempted to activate or install the eSIM
  • A short explanation of the reason for your refund request (optional but helpful)

Our team typically responds within 24–48 hours on business days.

4. Refund Processing Time

Once your refund request has been reviewed and approved:

  • Refunds are issued to the original payment method used during checkout (e.g. credit card, payment provider).
  • Processing usually takes 5–10 business days, depending on your bank or payment provider.
  • You will receive a confirmation email once the refund has been completed.

Roamex does not charge administrative or cancellation fees for eligible refunds.

5. Important Notes and Limitations

  • Checking device compatibility before purchase is the customer’s responsibility. You can verify this on your device manufacturer’s website or in your device settings.
  • Network performance, coverage, speed, roaming availability, and stability are fully managed by third-party telecom operators.
  • Roamex cannot guarantee local network quality in any specific country, city, or region and is not responsible for outages or restrictions imposed by network operators.
  • Refund decisions are always based on the activation status as reported by the network operator’s systems.
  • For more details on how we handle your data, please read our Privacy Policy.

6. Contact Roamex Support

If you have any questions about this Refund Policy, eSIM activation, device compatibility, or network usage, our support team is here to help:

📧 Email: support@roamex.com
📱 WhatsApp: +31 6 84010355

7. Agreement

By purchasing an eSIM from Roamex, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy forms part of our Terms & Conditions.