Refund Policy

We understand that there may be occasions when you need to return an item. For eSIM products, returning the physical item is not required for refunds. You can notify us about the cancellation via email at customerservice@roaminguru.com, including the order number, at least 1 day before the activation date (travel date for activation registration).

Refund Eligible:

To be eligible for a refund, you need to fulfill the following criteria:

  • Buy eSIM services from the Roaminguru website.
  • Face a technical issue hindering eSIM activation or usage.
  • Reach out to our customer support team promptly and follow their instructions to address the problem.

Refund requests are not accepted for the following situations:

  • Activated and used eSIM
  • Technical problems stemming from device incompatibility, carrier lock, misuse, or circumstances outside our control (such as network coverage).
  • Failure to contact our support team or follow their instructions.
  • No refunds apply if your device is incompatible with eSIM or carrier-locked.
  • Fail to inform us about the eSIM cancellation at least one day before the activation date. 
Refund Process:

Contact our customer support team promptly after purchase to initiate a refund request. Upon receipt of your refund request, we will promptly assess and inform you of the decision regarding your return approval.

If your refund is approved, it will be processed automatically using your original payment method, and a confirmation email will be sent to the address provided during your initial order.

Please note that the refunded amount may take 3-5 business days to reflect in your account, depending on your financial institution's processing time.

Additional Compensation:

Regrettably, we cannot provide additional compensation beyond a full refund. However, in cases where we are responsible and unable to resolve specific issues despite our best efforts, we will adhere to our suppliers' policies. This includes absorbing all losses and issuing a complete refund if the fault lies with us. It's important to notify us promptly of any issues rather than waiting until the eSIM service is no longer in use.