Refund Policy

eSIM plans are digital products. Once an eSIM profile has been provisioned and assigned to your account, the product has been delivered and the sale is final.

Refunds are not available once your eSIM has been provisioned, regardless of whether you have installed or activated it. This includes situations where:

• You purchased the wrong plan or destination
• You no longer need the eSIM (e.g. change of travel plans)
• You were unable to install the eSIM due to device incompatibility
• You did not use all of the data included in your plan
• Your plan expired before you used it

We strongly recommend verifying your device supports eSIM and confirming your destination before purchasing.

We will issue a full refund in the following circumstances:

• 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 at our discretion.

Roamly resells eSIM plans from third-party wholesale providers and mobile network operators. We are not responsible for network coverage, speed, or availability in your destination. Poor network performance is not grounds for a refund, as this is outside of our control.

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 believe you are eligible for a refund, contact us at hello@notifications.onroamly.com with your order ID and a description of the issue. We aim to respond within 2 business days.

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.

Harrison James Hreszczuk trading as Roamly
ABN 43 219 296 766
Sydney, NSW, Australia
hello@notifications.onroamly.com