If your Roameo eSIM doesn't connect when you land, we refund it. No support-ticket marathon, no fine-print runaround. Here's exactly how it works.
The short version: install before you travel, toggle the line on after you land, and if it doesn't connect within one hour we'll refund the plan in full — just send us a screenshot.
When you're covered
You're eligible for a full refund if:
Your eSIM fails to connect to a network within one hour of arriving at your destination, despite a compatible, unlocked device with data roaming enabled.
The plan is faulty or never activates due to a provisioning error on our side.
You bought a plan but haven't installed or activated it, and request a refund within 30 days of purchase.
When a refund doesn't apply
Your device isn't eSIM-compatible or is carrier-locked. Please check your phone before you buy — it takes ten seconds.
The eSIM connected and data has already been used (a partially-used plan isn't refundable, though we'll always look at genuine coverage problems case by case).
Data roaming was switched off, or the plan was installed on a device other than the one travelling.
The plan's validity period has fully elapsed.
How to request a refund
Email us or open a ticket from our support page with your order number.
For a connection failure, attach a screenshot of your phone's network settings showing no service on the Roameo line.
We review every request personally — there's no offshored call centre — and reply within hours, not days.
How long it takes
Approved refunds are returned to your original payment method via Stripe. Your bank typically posts the funds within 5–10 business days.
Questions first?
If you're not sure whether your trip is covered, ask us before you travel. We'd rather sort it out up front than leave you offline abroad.
Still have a question? Contact support — a real person in Hong Kong will get back to you.
