Refund Policy

1. Overview

Roamavia sells two different kinds of prepaid eSIM product. Refund eligibility depends on which product you bought, whether its eSIM or credit has been supplied, and whether any data has been used.

Nothing in this policy excludes or limits rights you have under applicable consumer law. If a product is faulty, not as described or was not supplied, your statutory rights continue to apply.

2. The products covered

3. Immediate digital supply and cancellation

eSIMs, account credit and data plans are digital services that may be provisioned and made available immediately after payment. Where the law gives you a 14-day cancellation right, that right may be affected only where you expressly request immediate supply and acknowledge the consequence before supply begins. Nothing in this policy removes a cancellation right where the consent or acknowledgement required by law was not obtained.

If we have not yet provisioned the eSIM, funded the plan or credited your account, contact us promptly. Where fulfilment can still be safely stopped, we will cancel and refund the affected purchase.

4. Roamavia Global refunds

• If a Global top-up was paid but was not credited to your account, we will correct the fulfilment or refund the affected payment.
• If credited Global balance remains entirely unused, you may contact us to request a refund. We will assess the request against the purchase circumstances and applicable consumer law.
• Data already consumed is not normally refundable unless the service was faulty, materially not as described, or the law requires a remedy.
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• Roamavia Global customers are responsible for selecting one of the recommended networks shown in the app. If Automatic Network Selection, or a different supported network, connects you to a higher-priced operator, the additional Global balance used is not refundable unless the pricing or service was faulty, materially not as described, or the law requires a remedy.
• Once the reusable Global eSIM has been successfully provisioned, the £1.50 setup fee is not normally refundable. It may be refunded if the eSIM could not be supplied, was faulty or a refund is required by law.

Roamavia Global balance is service credit, not cash or a bank balance. It cannot normally be withdrawn or transferred independently of refunding the qualifying original payment.

Global eSIM replacement and reinstallation

An installed Global eSIM may be tied to the original phone and unable to install again. If you ask us to issue a new eSIM for a new phone or after deleting the old profile, we show a separate replacement fee before you confirm. The fee is the GBP equivalent of our US$1.75 supplier provisioning cost at the exchange rate shown in the app. You can pay with available Global credit or authorise a card payment. We stop the old eSIM and advance its current unused Global credit onto the replacement, normally shortly after payment. The supplier returns the old profile's remaining balance to Roamavia later. If we temporarily lack supplier funds to advance the transfer, we show that the replacement is still processing.

A card authorisation is captured only once the replacement is ready. A replacement fee paid from Global credit is returned if we cannot supply the replacement. If we supply the new eSIM successfully, the replacement fee is not normally refundable simply because you change your mind or do not install it, subject to your cancellation rights and applicable law. If the eSIM or replacement service is faulty, not supplied or not as described, contact us: we will provide the remedy required by law, including a free replacement or refund where appropriate. You do not have to pay a replacement fee to obtain a remedy for a fault for which we are responsible.

5. Fixed and Unlimited travel-plan refunds

A travel plan's dedicated temporary eSIM is provisioned and funded after successful payment. Its validity begins when that process completes, normally shortly after payment—not when you first install it, land or use data—unless the checkout page expressly states otherwise.

• A fixed plan ends when its purchased data allowance is exhausted or its stated validity period expires, whichever happens first.
• An Unlimited plan ends when its stated validity expires and remains subject to the speed and fair-use terms shown before purchase.
• When a plan ends, its temporary eSIM is closed. Unused allowance or supplier-side funding is not moved to Roamavia Global, carried into another plan or redeemable as cash.
• A data top-up added to an active fixed plan increases its allowance but does not extend the original expiry time unless this is expressly shown before payment.

Once a travel-plan eSIM has been provisioned and funded, a refund is not normally available merely because you changed your travel plans, selected the wrong destination or duration, did not install the eSIM, or did not use all the data before expiry.

We will still investigate and provide an appropriate remedy where the plan was not supplied, was faulty, materially differed from its description, or applicable law requires one. Depending on the circumstances, the remedy may be technical assistance, replacement service, account credit, a partial refund or a full refund.

6. Coverage and device compatibility

Before buying, check that your device supports eSIM, is network-unlocked and is compatible with the destination and networks shown. Coverage and speed vary with operator availability, location, signal, congestion, device settings and other factors outside Roamavia's control.

Device incompatibility, a network lock, failure to enable data roaming, or poor coverage in one particular building or area does not automatically make a purchase refundable. This does not limit your rights where the Roamavia service itself is faulty or not as described.

7. Failed, duplicate or incorrect charges

If you were charged twice, charged the wrong amount, or paid for a purchase that was not properly fulfilled, contact us as soon as possible. We will investigate and correct genuine billing or fulfilment errors.

Please do not purchase the same product repeatedly while a payment or eSIM is still processing. Contact support if fulfilment appears delayed.

8. How to request a refund

Email Roamavia support with the email address on your account, the relevant purchase date and enough information to identify the transaction. Please explain the problem and whether the eSIM was installed or any data was used.

Do not send full card details or your card security code by email.

9. Refund method and timing

Approved refunds are normally returned to the original payment method. Processing time after approval depends on Stripe, your bank and your payment provider.

10. Contact

Refund requests and questions can be sent to:

help@roamavia.com