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Legal

Refund Policy

The rules that apply when you use RoameoGo and purchase travel eSIM products.

Last updated: September 2026

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1. Refund Policy Overview

This Refund Policy explains when and how a refund may be available for travel eSIM products purchased through RoameoGo. Nothing in this policy removes or limits your statutory rights as a consumer under applicable law.

If you have a question about a specific order, please contact us at support@roameogo.com and we will do our best to help.

2. Digital eSIM Delivery

eSIMs are digital products. Once an eSIM has been delivered to you — whether by email, QR code or within your account — it has been fulfilled. Because eSIMs are delivered instantly and digitally, refund eligibility may depend on whether the eSIM has been delivered, installed, activated, used, expired or consumed.

We encourage customers to check device compatibility and product details carefully before purchasing. If you are unsure, please contact us before buying.

3. When a Refund May Be Available

A refund may be considered in the following situations:

  • The eSIM has not been installed, activated or used and you contact us promptly
  • You purchased the wrong product by mistake and contact us quickly before activation
  • A verified technical fault prevents the eSIM from functioning and the issue cannot be resolved
  • A duplicate order was placed in error
Each case is assessed individually. We reserve the right to request evidence to support a refund request.

4. When a Refund May Not Be Available

A refund is generally not available in the following situations:

  • The eSIM has been activated, used, partially consumed or has expired
  • The customer’s device is locked, incompatible or unsupported and this was not checked before purchasing
  • The eSIM was installed incorrectly or deleted by the customer
  • The customer travelled outside the covered destination or network coverage area
  • The issue is caused by local network congestion, maintenance or performance outside RoameoGo’s control
  • The customer provided an incorrect email address at the time of order
  • The customer no longer needs the eSIM after it has been delivered
  • The customer did not follow the activation instructions provided

5. Device Compatibility

Customers are responsible for checking that their device is eSIM-compatible, unlocked and suitable for use in their destination before purchasing. If a refund is requested because a device is incompatible, locked or incorrectly configured, we will review the request but cannot guarantee a refund if the eSIM has already been delivered or activated. 

6. Network or Connection Issues

RoameoGo sources eSIM products through third-party connectivity providers. Network availability, speed and coverage depends on local operators and may vary by destination. Coverage and speed issues caused by local network conditions, congestion, outages or maintenance are generally outside RoameoGo’s control and may not qualify for a refund. 

If you experience a significant network failure, please contact us and we will investigate with our provider. Resolutions may include a replacement, a partial credit, or assistance, depending on the nature of the issue.

7. Incorrect Email or Customer Error

If your eSIM was not received because you provided an incorrect email address at the time of order, RoameoGo is not responsible for non-delivery. Please contact us as soon as possible and we will try to assist, but a refund is not guaranteed in this situation. Please double-check your email address when ordering.

8. How to Request a Refund

To request a refund, please contact us at support@roameogo.com with: 

  • Your full name and email address used at the time of purchase
  • Your order number or booking reference
  • A clear description of the issue
  • Any supporting evidence (screenshots, error messages, etc.)

We will review your request and respond within a reasonable timeframe. We may ask for additional information to help us investigate. 

9. Refund Processing Time

Where a refund is approved, we will process it to the original payment method within a reasonable timeframe, typically within 5 to 10 business days depending on your payment provider. We will let you know once a refund has been initiated. 

10. Third-Party Travel Services

Refunds for flights, hotels, car hire, travel insurance, tours and other third-party travel services are handled entirely by the relevant third-party provider under their own terms and conditions. RoameoGo cannot process refunds for third-party travel bookings.

If you need to cancel or amend a third-party booking, please contact the provider directly.

11. Travel Insurance, Flights, Hotels and Car Hire

RoameoGo acts as a referral partner for travel insurance and other travel services. We do not process bookings or handle money for these services. All refund, cancellation and amendment queries for travel insurance, flights, hotels and car hire must be directed to the relevant provider. Their terms apply. 

12. Contact

For any refund query, please contact us at support@roameogo.com. We aim to respond within a few business days. For urgent issues, you can also reach our team via WhatsApp.