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Refund Policy

When and how you can withdraw from a purchase or request a refund on a Roamjoy eSIM or Data Plan. These terms form part of our Terms & Conditions.

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Legal right of withdrawal

If you are purchasing an eSIM as a consumer, you have the legal right to withdraw from this Agreement within 14 days without giving any reason. The withdrawal period will expire 14 days after you purchase an eSIM, or, if earlier, on the date on which the eSIM is activated and the Data Plan is consumed or depleted, in which case we will provide you with a partial refund proportionate to the reduction in value of the eSIM or Data Plan.

To exercise your right of withdrawal, you must inform us of your decision to withdraw from the Agreement by an unequivocal statement.

Refund and returns policy

You will receive the Service in conformity with our Terms and Conditions. If you believe that the Service which has been delivered to you does not so comply, or does not comply with your statutory consumer rights, please let us know. If applicable, we will provide you with a full or partial refund in respect of an affected eSIM or Data Plan in accordance with the clauses below.

For a full refund from Roamjoy, the User must meet the following requirements:

  • The eSIM must have been purchased from Roamjoy via the Application (i.e. not from Third Parties).
  • The eSIM must not have been activated.
  • The purchase of the eSIM must have been made no more than 6 months prior to the request for a refund.

In the following circumstances, Roamjoy may provide you with a full or partial refund proportionate to the reduction in value of the eSIM or Data Plan:

  • if the Data Plan relating to the eSIM has already been activated and/or consumed (in part) or credit has been expended; or
  • if the eSIM fails to work due to an issue with the network infrastructure, or where the network infrastructure in a destination country has problems or is unstable.

Where the User purchases an eSIM and downloads it onto an incompatible or locked Device, Roamjoy will provide the User with a full refund, provided the User has complied with the requirements above.

Non-refundable services

The Always On service is not eligible for any refunds, whether partial or full, under any circumstances.

How to request a refund

To request a refund or exercise your right of withdrawal, contact our customer support team at support@roamjoy.com with your order details.