Short version: if your eSIM does not connect and we cannot fix it, you get your money back. Plans that have never connected can be refunded within 30 days of purchase.

1. 1. Not yet connected

   Any plan that has never connected to a network can be refunded in full within 30 days of purchase. Ask through Support in the app or on my.roambee.io, or email support@roambee.io.

2. 2. Connection problems

   If the eSIM installs but will not connect, contact support from the app or web (it works over Wi-Fi). We will troubleshoot with you; if we cannot establish a connection within 24 hours, we refund the plan in full.

3. 3. Partially used plans

   Once a plan has connected and data has been used, it is non-refundable, except where required by law or where we caused the problem (for example, an outage of more than 12 hours on a partner network).

4. 4. Auto-renewals

   A renewal charged by mistake can be refunded if the renewed plan has not connected yet. Switch auto-renew off in My eSIMs to stop future charges.

5. 5. How refunds are paid

   Card, Apple Pay, Google Pay and Link payments are refunded to the original payment method through Stripe, in the currency you paid. It usually takes 5–10 business days to appear, depending on your bank.

6. 6. Crypto payments

   Crypto refunds are made by our team by hand. Contact support with your order number and a wallet address that can receive the coin you paid with, on the network you paid on. We send the refund in that coin, on that network, to that address — it does not have to be the address you paid from.

   Every crypto refund carries a processing fee of USD 5, which covers the network fee and our handling costs. You receive what we received for the refunded part (in that coin), minus the fee converted into that coin at the current rate. If what we received is worth USD 5 or less, there is nothing to send back; the refund is never negative and you never owe us anything for it. We confirm the amount with you before we send it.

   The same applies when a crypto payment was short, arrived after the quote expired, or was more than the quote (see "Paying with crypto" in the Terms of Use). Check the address carefully: a transfer to a wrong address cannot be reversed.

7. 7. Referral credit

   Gift data cannot be exchanged for cash and is not refunded. If a referred purchase is refunded, the related gift data is removed.