When we refund, and when we can’t.

This is the case that matters most. If your eSIM failed to connect and you have used effectively no data, we refund you in full. No argument, no restocking fee.

Contact us while you are still travelling if you can. Almost every failure is fixable in a few minutes, and a working connection is worth more to you than a refund.

Once an eSIM has connected and carried a meaningful amount of data, the plan has been delivered and consumed. Our network partner bills us for that usage and we cannot reclaim it. That is the honest reason, rather than a policy for its own sake.

There is one thing to be clear about: a bundle cannot be un-issued. Once assigned to your eSIM it exists for its full term whatever we do at our end. So a refund after real use costs us the full wholesale price of a plan you have already had the benefit of.

Cancelling auto-renew stops future charges. It does not switch anything off.

So there is no advantage to cancelling early. The data you have paid for runs to its end date either way.

If you are in the EU or UK, you normally have a 14-day right to withdraw from a distance purchase. Because an eSIM is digital content supplied immediately, that right ends once supply begins — which is why we ask you to tick a box at checkout confirming you want immediate delivery and understand the effect.

Nothing here removes rights you have under consumer law where the service was faulty, not as described, or never delivered. Those rights always survive this policy.

Email support@romiomobile.com with your order reference and what happened. We aim to answer within one business day, and approved refunds return to your original payment method — usually within 5 to 10 days, depending on your bank.

Repeated refund requests across multiple orders may mean we decline future purchases. Our fair-use policy explains why that is the only lever we hold.