Refund policy

Refund Policy

Last updated: April 2026

This Refund Policy explains when refunds, replacements, credits, or other remedies may be available for purchases made directly from Roambit through our website or mobile application.

Roambit Limited
Flat 5, 4/F, Won Hing Building
74–78 Stanley Street, Central
Hong Kong

Roambit LLC
8 The Green, Suite B
Dover, DE 19901
United States

Roambit Limited operates the website, service infrastructure, and order fulfilment operations. Roambit LLC is the publisher of the mobile application and may support app-related billing, distribution, and customer operations where applicable. In this Refund Policy, “Roambit”, “we”, “us”, and “our” refer to Roambit Limited and Roambit LLC, as applicable to the service being provided.

1. Applicability

Refunds, replacements, and credits are available only for purchases made directly from Roambit through our website or mobile application.

If you purchased through a third party, reseller, distributor, marketplace, travel platform, app marketplace intermediary, or any other external sales channel not operated directly by Roambit, you must contact that third party directly. Roambit is not responsible for refund decisions, timelines, or procedures of third parties.

This Refund Policy forms part of, and should be read together with, our Terms of Service. In the event of inconsistency between this Refund Policy and any mandatory consumer protection law that applies to you, the mandatory consumer protection law will prevail only to the extent required by law.

2. Right of Withdrawal for Consumers

If you are a consumer and mandatory consumer protection laws apply to your purchase, you may have a legal right to withdraw from your purchase within 14 days without giving any reason.

This withdrawal right expires on the earlier of the following dates:

14 days from the purchase date; or
the date on which the eSIM is activated, installed for service, enabled, connected to a supported network, or first used.

Once an eSIM has been activated, installed, enabled, connected, or used in whole or in part, your right of withdrawal no longer applies except where mandatory law requires otherwise.

Important: To remain eligible for a full refund, the eSIM must not be activated, installed for service, connected to a network, or used. If you are unsure whether you will need the eSIM, do not install, activate, or enable it until you are certain you wish to proceed, unless Roambit Support instructs you to do so strictly for troubleshooting purposes.

3. Refunds, Replacements, and Credits

You may be eligible, at Roambit’s discretion and subject to applicable law, for a refund, replacement, account credit, RoamCredits, or another appropriate remedy if the purchased Service is unusable due to a verified error, technical fault, provisioning issue, or omission attributable to Roambit, or if Roambit permanently retires the specific Service purchased before it can be used as intended.

Any such remedy is subject to all of the following conditions:

You must submit your request within 30 days of the issue first arising.
You must provide all reasonably requested information needed for verification, review, and troubleshooting.
You must cooperate with our support team in good faith, including by following setup instructions and providing screenshots, device details, compatibility information, order information, error messages, network diagnostics, or other technical evidence where reasonably requested.
Roambit must have been given a reasonable opportunity to investigate and attempt to restore service access, including up to 10 days from receipt of the request where troubleshooting or provider verification is required.
Where a refund is approved for a partially used Service, any refund will be limited to the unused or unconsumed portion only, as reasonably determined by Roambit or the underlying service provider.

Where appropriate, Roambit may choose to provide a replacement eSIM, equivalent service, account credit, RoamCredits, or another goodwill remedy instead of a monetary refund.

Approval of a refund, replacement, account credit, RoamCredits, or other remedy in one case does not create any obligation for Roambit to provide the same remedy in another case.

4. Successful eSIM Delivery and User-Side Activation Failure

Where an eSIM has been successfully generated and delivered to the customer by QR code, activation code, in-app installation method, email, customer dashboard, or any other digital delivery method, and our records or provider records indicate that the eSIM profile is valid, functional, and available for installation or activation, the Service will be considered successfully delivered.

If the customer is unable or unwilling to activate or use the eSIM due to user-side factors, such circumstances will not automatically qualify as a defective product or service failure by Roambit.

User-side factors may include, without limitation:

failure to follow the provided installation or activation instructions;
failure to scan or use the provided QR code correctly;
disabled data roaming;
incorrect mobile data selection;
incorrect APN settings;
incorrect network settings;
failure to restart the device after installation;
failure to select the Roambit eSIM as the active data line;
use of an unsupported, carrier-locked, region-restricted, rooted, jailbroken, or otherwise incompatible device;
device software limitations or operating system restrictions;
deleting, removing, or disabling the eSIM profile after delivery or installation;
refusal to provide requested troubleshooting evidence; or
failure to cooperate with reasonable support instructions.

In such cases, Roambit may, at its discretion and subject to applicable mandatory consumer law, offer troubleshooting support, replacement, account credit, RoamCredits, or a partial refund as a goodwill resolution.

Where a partial refund is approved despite successful eSIM generation and delivery, Roambit may deduct reasonable non-recoverable costs already incurred in connection with the transaction. These costs may include telecom provider charges, eSIM generation and provisioning costs, wholesale or purchase costs charged by the telecom provider, payment processing fees, transaction fees, support handling costs, and operational expenses.

Unless otherwise required by applicable mandatory consumer law, such deduction may include the applicable telecom provider purchase cost and an additional cost recovery deduction of up to 17.5% of the original transaction amount.

This deduction does not apply where Roambit determines that the eSIM was not successfully delivered, was technically invalid, could not be provisioned due to an error attributable to Roambit or its provider, or where mandatory consumer protection law requires a full refund.

5. Activated eSIMs, Connectivity Issues, and Provider Verification

If an eSIM has been successfully installed or activated but the customer reports that mobile data or internet connectivity is not working, Roambit may investigate the issue through its internal systems, technical logs, support checks, and, where applicable, direct verification with the relevant telecom provider, carrier, or network partner.

Where Roambit determines that the connectivity issue was caused by Roambit, its systems, the eSIM profile itself, or a provider-side provisioning or service failure, Roambit may offer a replacement, account credit, RoamCredits, or a refund, subject to applicable law and the circumstances of the case.

However, where Roambit or its telecom provider verifies that the eSIM was successfully generated, provisioned, installed, activated, valid, functional, connected, or technically available for use, and the issue is not attributable to Roambit, its systems, the eSIM profile itself, or the telecom provider, the case will not automatically qualify for a full refund.

This may include, without limitation, issues caused by:

device settings;
disabled data roaming;
incorrect mobile data selection;
incorrect APN settings;
incorrect manual network selection;
failure to enable the correct data line;
failure to restart the device;
unsupported or locked devices;
customer-side configuration errors;
device manufacturer restrictions;
operating system restrictions;
local network congestion;
poor local signal conditions;
coverage limitations in the customer’s specific location;
temporary throttling, fair use limitations, or local carrier restrictions;
environmental interference;
government restrictions or local regulatory limitations; or
failure to follow reasonable troubleshooting instructions.

In such cases, if Roambit approves a refund as a goodwill exception, Roambit may deduct non-recoverable costs already incurred in connection with the transaction. These costs may include the telecom provider purchase or wholesale cost, eSIM generation and provisioning fees, payment processing fees, transaction fees, support handling costs, and operational expenses.

Unless otherwise required by applicable mandatory consumer law, the refundable amount may therefore be reduced by the applicable telecom provider purchase cost and an additional cost recovery deduction of up to 17.5% of the original transaction amount.

For the avoidance of doubt, the cost recovery deduction is not a penalty. It is intended to cover non-recoverable costs already incurred by Roambit after the eSIM has been generated, purchased, provisioned, delivered, activated, or otherwise made available through our telecom provider or network partner.

6. No Refund Situations

Without limiting any mandatory rights you may have under applicable law, you will generally not be entitled to a refund, replacement, or credit in any of the following cases:

The Service has been fully consumed, used, expired, or materially used.
The eSIM has been activated, installed, enabled, connected to a destination network, or used and there is no verified Roambit-side or provider-side fault that materially prevented use.
The eSIM was successfully generated, delivered by QR code, activation code, in-app installation method, email, dashboard, or other digital delivery method, and the issue is caused by user-side activation, setup, compatibility, configuration, or troubleshooting non-cooperation.
Your device is not eSIM-compatible, is carrier-locked, region-restricted, rooted, jailbroken, misconfigured, outdated, or otherwise unsupported, unless mandatory law requires otherwise.
You entered incorrect information during purchase, including destination, device details, email address, or plan selection.
You purchased the wrong plan, wrong destination, wrong duration, or wrong data package.
You failed to install, configure, activate, or use the Service in accordance with the provided instructions.
You failed to enable data roaming, select the correct eSIM for mobile data, configure APN settings where required, select the correct network, or restart your device where instructed.
You deleted, removed, disabled, reset, transferred, or otherwise altered the eSIM profile after purchase, delivery, installation, or activation.
You refuse or fail to cooperate with reasonable troubleshooting steps.
You refuse or fail to provide screenshots, device settings, error messages, diagnostic information, or other evidence reasonably required to verify the issue.
You breached our Terms of Service, Acceptable Use Policy, Fair Use Policy, anti-fraud controls, or any applicable law.
You are dissatisfied with network speed, temporary congestion, local carrier conditions, radio coverage limitations, throttling, fair use limits, environmental interference, government restrictions, or other factors outside Roambit’s direct control.
The issue is caused by third-party carriers, local telecom infrastructure, device manufacturer restrictions, operating system restrictions, force majeure, or events outside our reasonable control.
The plan validity period has expired, including where the plan expired due to non-use after activation or failure to configure the device correctly.
You no longer need the eSIM, changed your travel plans, purchased a different product elsewhere, or changed your mind after purchase, activation, installation, delivery, or use.

7. Installation and Activation Warning

Purchasing an eSIM through the website or app does not by itself guarantee a refund if setup, installation, activation, or provisioning has already begun.

For the avoidance of doubt, once an eSIM has been generated, delivered, activated, installed, enabled, connected to a destination network, or used for data or related services, the purchase may no longer qualify for a full refund.

If you are unsure whether you still need the eSIM, do not activate it. If you are unsure whether your device is compatible or unlocked, verify compatibility before purchase and contact support before installing or activating the eSIM.

If Roambit Support asks you to install, activate, enable, or test the eSIM solely for troubleshooting, Roambit may review the case individually, but this does not guarantee a refund.

You are responsible for following all installation and activation instructions provided by Roambit, including instructions relating to QR code installation, eSIM profile installation, mobile data selection, data roaming, APN settings, network selection, device restart, and troubleshooting.

8. Customer Cooperation During Refund Reviews

Customers requesting a refund, replacement, account credit, RoamCredits, or troubleshooting support may be required to provide reasonable evidence of the issue.

This evidence may include, without limitation:

screenshots of device settings;
screenshots showing the installed eSIM profile;
screenshots showing mobile data selection;
screenshots showing data roaming status;
screenshots showing APN settings;
screenshots showing network selection screens;
screenshots showing error messages;
device model and operating system version;
confirmation that the device is unlocked and eSIM-compatible;
location and approximate time of attempted use;
order number and purchase details;
proof of non-use where applicable; and
any other information reasonably necessary to investigate the issue.

If the customer refuses, fails, or is unable to provide the requested information, or does not follow reasonable troubleshooting steps provided by Roambit Support, Roambit may be unable to verify the issue. In such cases, Roambit may decline a refund or may offer only a partial goodwill resolution, subject to applicable mandatory consumer law.

Incomplete, inconsistent, abusive, duplicate, misleading, or fraudulent requests may be delayed, denied, or closed.

9. Refund Request Process

Refund requests must be submitted through our official support channels, including support@roambit.io or our in-app or web chat where available.

You may be required to provide supporting information, including screenshots of device settings, device model details, order details, error messages, compatibility checks, proof of non-use, or other relevant technical information.

Roambit may review your request using internal systems, technical logs, order records, delivery records, activation status, usage records, payment records, fraud screening information, support history, and information received from telecom providers, carriers, or network partners.

Where provider verification is required, review times may depend on the response time of the relevant telecom provider, carrier, or network partner.

If a refund is approved, Roambit may issue the refund in one of the following forms:

RoamCredits or other in-app or account credit for future purchases;
a replacement eSIM or equivalent service;
a partial refund to the original payment method, where feasible; or
a full refund to the original payment method, where required or approved.

Where a refund is sent to the original payment method, processing times depend on the payment provider, card issuer, bank, app marketplace billing systems where applicable, and other payment rails used. While approved refunds are usually initiated earlier, it may take up to 30 business days, and in some cases longer where external financial institutions or third-party payment systems cause delays, for the refund to appear on your statement or in your account.

Roambit is not responsible for delays caused by banks, card issuers, PayPal, Stripe, Apple Pay, Google Pay, intermediary processors, or other third-party payment systems after the refund has been initiated.

10. Cost Recovery Deductions

Where Roambit approves a refund as a goodwill exception despite successful eSIM generation, provisioning, delivery, installation, activation, connection, or provider verification, Roambit may deduct non-recoverable costs already incurred in connection with the transaction.

Such non-recoverable costs may include, without limitation:

telecom provider purchase or wholesale costs;
eSIM generation costs;
eSIM provisioning costs;
carrier or network partner fees;
payment processing fees;
transaction fees;
currency conversion costs;
chargeback risk costs;
support handling costs; and
operational expenses related to the order, delivery, review, or troubleshooting process.

Unless otherwise required by applicable mandatory consumer law, the refundable amount may be reduced by the applicable telecom provider purchase cost and an additional cost recovery deduction of up to 17.5% of the original transaction amount.

This cost recovery deduction may apply where the issue is not attributable to Roambit, its systems, the eSIM profile itself, or a verified provider-side provisioning or service failure.

This cost recovery deduction is not intended as a penalty, fine, or punitive charge. It is intended to cover costs that Roambit has already incurred and cannot reasonably recover from telecom providers, carriers, network partners, payment processors, or operational service providers.

11. Unauthorized Purchases and Fraud

If you suspect an unauthorized purchase, you must notify us immediately.

Roambit reserves the right to suspend accounts, orders, eSIMs, credits, or services connected to suspected fraud, abuse, chargeback misuse, identity misrepresentation, refund abuse, duplicate claims, false technical claims, or other suspicious activity.

Refunds, reversals, credits, and account reinstatement relating to unauthorized or disputed purchases are subject to investigation and are granted at Roambit’s discretion except where otherwise required by law.

If a chargeback, payment dispute, or reversal is opened after the eSIM has been generated, delivered, activated, installed, enabled, connected, used, or verified as functional, Roambit may provide relevant order, delivery, activation, usage, support, and provider verification records to the payment provider, card issuer, bank, app marketplace, or dispute resolution body.

12. Incorrect Charges

If you believe you were charged incorrectly, you must contact us within 30 days of the charge and provide sufficient detail for us to investigate.

We will review the matter in good faith. Any billing correction, partial refund, full refund, or account credit will be issued where Roambit determines that an error occurred or where applicable law requires it.

Incorrect charge claims do not automatically qualify for a refund where the charge was authorized, the correct product was delivered, or the eSIM was generated, delivered, activated, installed, connected, used, or otherwise made available as ordered.

13. Limitation and Reservation of Rights

Roambit reserves the right to deny refund requests that are unsupported, submitted outside the applicable timeframe, inconsistent with device records, usage records, delivery records, activation records, provider records, payment records, or support history, abusive in nature, or otherwise outside the scope of this Refund Policy.

Roambit may also deny refund requests where the customer refuses to cooperate with troubleshooting, refuses to provide requested evidence, provides misleading information, deletes or disables the eSIM after delivery, uses an unsupported or locked device, or fails to follow activation and configuration instructions.

Nothing in this Refund Policy limits any non-waivable rights you may have under applicable consumer protection law.

Except where such rights apply, refunds, replacements, credits, RoamCredits, and other remedies are offered solely in accordance with this Refund Policy and our Terms of Service.

Roambit reserves the right to update, amend, or replace this Refund Policy from time to time. The latest version will be made available on our website or through our application.

14. Contact

If you have questions about this Refund Policy or wish to submit a request, contact us at:

support@roambit.io