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eSIM plans are prepaid data that’s delivered to your account the moment it’s provisioned, and an eSIM can’t be taken back or reused once it’s been installed on a phone. That shapes what we can refund. The full policy is at onroamly.com/refunds; this is the short version.

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We always refund, in full, when

  • your eSIM failed to provision because of a technical problem on our side,
  • you were charged but no eSIM was delivered to your account, or
  • you were charged twice for the same order.
In the first two cases we’ll offer to set the eSIM up again instead, if you’d prefer.

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We usually can’t refund when

  • the eSIM has been installed and switched on,
  • the plan has been partly or fully used, or
  • the plan expired unused because its activate-by date passed.

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Wrong plan, wrong country, incompatible phone?

Tell us as soon as you can, ideally before the eSIM is installed. We can’t promise a refund, because the eSIM has already been issued by our wholesale partner, but we’ll do what we can: often a replacement plan, credit, or a refund. The sooner you get in touch, the better the odds.

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Network problems

We don’t run the local networks, so we can’t refund for slow or patchy coverage on its own. If you’re having trouble connecting, contact us and we’ll troubleshoot with you; most connection problems are a setting, and we can fix them together.

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How to ask

Contact us with your order number and a sentence about what happened. We reply within 24 hours, usually much faster during Sydney business hours. Refunds go back to the payment method you used. Roam Coins you spent on a refunded order return to your balance, and coins the order earned are reversed. Nothing in this policy limits your rights under the Australian Consumer Law.