Refund Policy

1. Eligible Refunds

You are entitled to a full refund if:

• You purchased a plan within the last 14 days, and
• The QR code has not been scanned or activated on any device.

We verify activation status against our eSIM provisioning records. If a plan is shown as unactivated in our system, your refund will be processed without dispute.

2. Ineligible Refunds

Refunds will not be issued for:

• Plans that have been scanned and activated on a device
• Plans purchased more than 14 days ago (except in cases of verified technical failure)
• Promotional or complimentary plans (e.g. the free plan included with the Frequent Traveler subscription)
• Expired plans where no activation was attempted (unless the expiry is clearly due to our error)

3. Partial Refunds

If you purchased multiple plans in a single order, each plan is evaluated individually. Only unactivated plans within the 14-day window are eligible. Activated plans in the same order are not refundable.

4. Technical Failure

If a plan fails to function due to a verified error on our side (an invalid QR code, a provisioning failure, or a network incompatibility attributable to our supplier), you are entitled to a full refund or a replacement plan of equivalent value, at your choice. Contact support@roamingflex.com and we will investigate within 48 hours.

5. How to Request a Refund

1. Email refunds@roamingflex.com with the subject line "Refund Request: [your order number]".
2. Include your order number (found in your confirmation email), the reason for the refund, and confirmation that the plan has not been activated.
3. We will acknowledge your request within 24 hours and confirm eligibility within 48 hours on business days.

6. Processing Timeline

Approved refunds are processed within 5-10 business days to your original payment method. Card refunds depend on your bank's processing times. Some appear sooner, others take up to 10 business days to clear.

7. Chargebacks and Disputes

We ask that you contact us first before initiating a chargeback with your card issuer. Most issues can be resolved quickly through our support team. Chargebacks issued without prior contact may result in account suspension while we investigate. We reserve the right to contest chargebacks where evidence demonstrates the plan was successfully delivered and activated.

8. Subscription Cancellations

The optional Frequent Traveler subscription can be cancelled at any time before the next billing date. Cancellation prevents future charges; it does not trigger a refund for the current billing period already charged. Any free plans included in a cancelled subscription month remain accessible until the end of that period.

9. Contact

Refund queries: refunds@roamingflex.com · General support: support@roamingflex.com