Refund Policy

eSIM plans are digital products. Once an eSIM profile has been provisioned and assigned to your account, the product has been delivered. Because eSIMs are tied to a specific device and cannot be transferred or reused, refunds are generally not available after provisioning.

We understand that things don't always go to plan. If you've run into an issue — like purchasing the wrong plan, selecting the wrong destination, or discovering your device isn't compatible — please reach out to us as soon as possible.

While we can't guarantee a refund in every situation (as eSIMs are provisioned through our wholesale provider), we'll do our best to help. In many cases, we can work with our provider to find a resolution, whether that's a replacement plan, credit, or a refund.

The sooner you contact us, the more likely we are to be able to help — especially if the eSIM hasn't been installed or activated yet.

We will issue a full refund, no questions asked, in the following cases:

• Your eSIM failed to provision due to a technical error on our end
• You were charged but no eSIM was delivered to your account
• A duplicate charge occurred for the same order

In these cases, we will either re-attempt provisioning or issue a full refund — whichever you prefer.

While we'll always try to help, refunds are generally not available in the following situations:

• The eSIM has already been installed and activated on a device
• The plan has been partially or fully used
• The plan expired before use and the validity window has passed

We recommend checking that your device supports eSIM and confirming your destination before purchasing. If you're unsure, feel free to reach out before you buy — we're happy to help.

Roamly partners with wholesale eSIM providers who connect to local mobile networks at your destination. While we do our best to provide reliable coverage, we don't directly control network performance, speed, or availability. If you're experiencing connectivity issues, contact us and we'll work with our provider to help troubleshoot.

Nothing in this policy excludes, restricts, or modifies any consumer guarantee or right under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) that cannot be excluded, restricted, or modified by agreement.

If you believe you are entitled to a remedy under the Australian Consumer Law, please contact us.

If you need help with a refund or have any issues with your order, get in touch with us at hello@roamly.com.au or via live chat on our website. Please include your order ID and a brief description of the issue. We aim to respond within 1 business day.

Approved refunds will be returned to the original payment method. Processing times depend on your bank or card issuer and may take 5-10 business days to appear.

Roamly
ABN 43 219 296 766
Sydney, NSW, Australia
hello@roamly.com.au