Refund Policy

Last updated: 1 April 2026

1. Overview

At EchoRoam, we want you to be completely satisfied with your eSIM data plan purchase. We understand that travel plans change and that technical issues can arise, which is why we have developed a clear and fair refund policy. This policy outlines the circumstances under which refunds are available, the process for requesting a refund, and the timeframes involved.

Our refund policy applies to all eSIM data plans purchased through the EchoRoam website (echoroam.com) and our official mobile applications. Purchases made through third-party resellers or authorised distributors are subject to the refund policies of those respective sellers. If you are unsure where your purchase was made, please check your order confirmation email or contact our support team for assistance.

We aim to process all refund requests promptly and fairly. If your situation is not explicitly covered by this policy, please reach out to our support team and we will review your case individually.

2. Eligible for Refund

You may be eligible for a full refund under the following circumstances:

• Unused and unactivated plans: If you purchased an eSIM plan within the last 7 days and the plan has not been activated (i.e., the eSIM profile has not been installed on a device or connected to any partner network), you are entitled to a full refund up until the plan expires or is activated, whichever comes first. The 7-day window begins from the date and time of purchase, as shown on your order confirmation.
• Technical issues caused by EchoRoam: If your eSIM fails to activate or function due to a technical problem on our end—for example, a defective QR code, an invalid eSIM profile, or a service provisioning error—you are entitled to a full refund or a free replacement plan at your choice. Our support team may ask you to provide details of the issue and, in some cases, attempt troubleshooting before issuing a refund.
• Network not available as advertised: If you purchased a plan for a specific country or region that is listed as covered on our website, but upon arrival at your destination, no partner network is available and you are unable to use the service, you may request a full refund. You may be asked to provide evidence such as screenshots showing no available networks or confirmation that your device is compatible.
• Duplicate purchases: If you accidentally purchased the same plan twice, or purchased a plan you did not intend to buy, and neither plan has been activated, you are eligible for a full refund of the duplicate or unintended purchase. Please contact us as soon as you notice the error.

3. Not Eligible for Refund

The following situations are generally not eligible for a refund:

• Activated plans: Once an eSIM plan has been activated (i.e., the eSIM profile has been installed on a device and has connected to a partner network), the purchase is considered final. Activation triggers the validity period, and the allocated network resources cannot be reclaimed.
• Expired plans: Plans that have exceeded their validity period, whether or not the full data allowance was used, are not eligible for a refund. We recommend setting reminders for plan expiry dates and considering our longer-validity options for extended trips.
• Partially used plans: If you have activated your eSIM and consumed any portion of the data allowance, the plan is considered used and is not eligible for a refund, regardless of how little data was consumed. This is because network operators charge us for activated connections regardless of actual data usage.
• Device incompatibility:If your device does not support eSIM technology, we are unable to offer a refund after the plan has been delivered. We provide a device compatibility checker on our website and encourage all customers to verify compatibility before purchasing. Our support team can also help verify your device's eSIM capability prior to purchase.
• Purchases older than 7 days: Refund requests for unactivated plans must be submitted within 7 days of the purchase date. Requests received after this window will not be considered, as the eSIM profile and network allocation may have expired.

4. How to Request a Refund

To request a refund, please follow these steps:

1. Contact our support team by emailing [email protected] or using the live chat feature on our website or mobile app.
2. Provide your order ID (found in your purchase confirmation email) and the email address associated with your EchoRoam account.
3. State the reason for your refund request and include any relevant details, such as the nature of the technical issue, when you discovered the problem, or why the plan no longer meets your needs.
4. Attach supporting evidence if applicable, such as screenshots of error messages, device settings showing eSIM status, or confirmation that a listed destination has no available network.

Our support team will review your request and respond within 1-2 business days. We may ask follow-up questions or request additional information to process your refund. The sooner you contact us, the faster we can resolve your request.

5. Refund Process

Once your refund request has been approved, we will process the refund within 5-10 business days. Refunds are issued to the original payment method used for the purchase. For example:

• Credit or debit card refunds will be processed back to the same card used for the purchase. Depending on your bank or card issuer, it may take an additional 5-10 business days for the refund to appear on your statement.
• Digital wallet refunds (Apple Pay, Google Pay) will be returned to the original payment source and should appear within 5-10 business days.
• Other payment methods will be refunded according to the policies of the respective payment provider.

You will receive a confirmation email once your refund has been processed. If you do not receive the refund within 15 business days of approval, please contact our support team so we can investigate the status with our payment processor.

6. Technical Issues

If your eSIM does not work due to a genuine technical issue on our end, we want to make it right. In such cases, we offer you the choice of:

• A full refund of the purchase price to your original payment method, or
• A free replacement eSIM plan with the same or equivalent data allowance and validity period.

Before issuing a refund or replacement for a technical issue, our support team will work with you to diagnose the problem. Common troubleshooting steps include verifying device compatibility, checking for software updates, confirming the eSIM profile was installed correctly, and testing network connectivity. If the issue persists after troubleshooting and is confirmed to be on our end, we will immediately process your chosen resolution.

Please note that technical issues caused by factors outside our control—such as device hardware limitations, unsupported operating system versions, or restrictions imposed by your device manufacturer—are not covered by this guarantee. Our support team can help identify the root cause and advise on the best course of action.

7. Partial Refunds

In certain special circumstances, EchoRoam may offer a partial refund at our sole discretion. These situations are evaluated on a case-by-case basis and may include:

• Significant service degradation in a destination that was advertised as fully covered, where the customer was unable to use the majority of their data allowance.
• Documented issues with a partner network operator that affected service quality for an extended period during the customer's trip.
• Other exceptional circumstances where we determine that offering a partial refund is the fair and reasonable course of action.

Partial refunds are not guaranteed and are offered at EchoRoam's discretion. If you believe your situation warrants a partial refund, please contact our support team with a detailed explanation and any supporting evidence. We will review your case and respond within 2-3 business days.

8. Chargebacks

We encourage all customers to contact our support team before initiating a chargeback with their bank or card issuer. Chargebacks initiated without first contacting us may be subject to review, and we reserve the right to dispute chargebacks that do not meet the eligibility criteria outlined in this policy.

If you initiate a chargeback and we determine that the refund was not justified under this policy, we may reinstate the charge and provide evidence to the payment processor supporting our position. Repeated chargebacks without valid grounds may result in the suspension of your EchoRoam account. Please reach out to us first—we are committed to finding a fair resolution.

9. Contact for Refunds

If you have any questions about our refund policy or need assistance with a refund request, our support team is here to help:

• Email: [email protected]
• Live Chat: Available 24/7 on our website and mobile app.
• Response time: We aim to respond to all refund enquiries within 1-2 business days.

For the most efficient service, please have your order ID and the email address associated with your purchase ready when you contact us.