Refund & Cancellation Policy

A Roamza eSIM is a digital product delivered instantly by email. Because of that, the refund rules are a bit different from a physical product you'd return in the post.

In short: if your eSIM doesn't work through no fault of your own and we can't fix it, you'll get your money back. If you've already used it, or if the issue is your device being locked or incompatible, we can't refund.

You may be entitled to a full or partial refund where:

• the eSIM fails to activate through no fault of your own and we're unable to resolve the issue;
• the service is materially unavailable in the destination you purchased it for, and we can't provide a working alternative;
• you were charged in error (for example, a duplicate charge); or
• Australian Consumer Law gives you a statutory right to a remedy.

Refunds are not available where:

• the eSIM has been activated or has connected to a network (even briefly);
• the validity period has expired;
• the issue is caused by device incompatibility — your phone doesn't support eSIM or is carrier-locked;
• fair-use terms have been breached, resulting in suspension or termination;
• you changed your mind after purchase but before attempting activation (the eSIM is a digital product delivered instantly);
• the email address provided at checkout was incorrect, and the eSIM was successfully delivered to that address.

We strongly recommend checking your device's eSIM compatibility before purchasing using our compatibility checker.

If you contact us before the eSIM has been activated or connected to a network, we may be able to cancel the order and issue a refund at our discretion. This is handled on a case-by-case basis — email us as soon as possible.

Once the eSIM has connected to a network in your destination, the plan is considered used and is no longer eligible for cancellation.

To request a refund, email hello@roamza.com.au with the following:

• your order number (found in your confirmation email);
• the email address used at checkout;
• the destination and plan name; and
• a brief description of what went wrong.

If your issue is technical (no signal, data not working), please also include your device model and any error messages you're seeing — our team may be able to help resolve it without a refund.

Refund requests are reviewed within 2 business days. Approved refunds are processed back to your original payment method via Stripe and typically appear within 5–10 business days, depending on your bank.

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts or modifies any consumer rights you may have under the Australian Consumer Law.

Questions about a refund or cancellation? Email hello@roamza.com.au and include your order number.