Refund Policy
Roumio eSIMs are digital products, delivered instantly by QR code the moment payment clears. Because of that, refund eligibility depends on whether the eSIM has actually been installed — not on how much data has been used.
Before you install it
If you haven't installed your eSIM yet and no longer need it — bought the wrong plan by mistake, changed your travel dates, or simply changed your mind — contact us within 14 days of purchase and we'll refund it in full.
After you install it
An eSIM profile can only be installed once and can't be transferred or reused on another device. Once installed, a purchase is final and non-refundable — regardless of how much data you've used — except in the cases below.
When it doesn't work
If your eSIM never connects to a network because of a technical fault on our side or our network partner's side — not a device compatibility issue or a local network outage outside our control — contact us with your order ID. Once we've confirmed the fault, we'll issue a replacement eSIM or a full refund, whichever you'd prefer.
Duplicate or incorrect charges
If you were charged twice for the same order, or charged an amount that doesn't match what you agreed to pay at checkout, that difference is always refunded in full — this isn't affected by whether the eSIM has been installed.
Top-ups
A top-up adds data to an eSIM you've already installed. Because it takes effect immediately on an active line, top-ups are non-refundable once purchased.
How to request a refund
Message us through the chat widget on this site, or email info@roumio.com with your order ID. We aim to respond within one business day.
This policy doesn't limit any refund or remedy you're entitled to under applicable consumer protection law, which always takes priority over what's written here.