Refund policy

Refund Policy

Effective date: April 14, 2026

RoamNope is a trading name of Green Sapphire Ltd.

Business address:
71-75 Shelton Street
Covent Garden
London
United Kingdom
WC2H 9JQ

This Refund Policy explains when we may offer a refund, replacement, or store credit for travel eSIM purchases made through RoamNope.

1. Nature of our products

We sell digital eSIM products for mobile data use while travelling. eSIMs are delivered electronically by email and are not physical goods.

Because eSIMs are digital products that may be used immediately after delivery, refunds are limited once an eSIM has been delivered, accessed, installed, activated, or used.

2. When you may be eligible for a refund or replacement

We may offer a refund, replacement, or store credit in the following situations:

- you were charged more than once for the same order
- you did not receive your eSIM email and QR code within a reasonable time after payment, and we are unable to re-deliver it
- the eSIM cannot be activated or used because of a confirmed technical fault on our side or a confirmed issue with the network provider, and we are unable to resolve it within a reasonable time
- you purchased an eSIM but have not installed, activated, or used it, and you contact us promptly to request a review

All refund requests are reviewed case by case.

3. When refunds are normally not available

Refunds are normally not available if:

- the eSIM has already been installed, activated, or used
- data has been consumed
- the validity period has started
- you purchased the wrong destination, package, or validity period
- your device is not eSIM-compatible
- your device is carrier-locked
- you changed your mind after delivery
- you failed to follow the installation or activation instructions
- service quality is affected by local coverage, device settings, temporary congestion, or conditions outside our control after the eSIM is working

4. Compatibility and customer responsibility

Before buying, you are responsible for checking that:

- your phone or device supports eSIM
- your device is carrier-unlocked
- the product matches your destination and travel needs
- you are able to install the eSIM using stable internet access

If an eSIM does not work because your device is not compatible or not unlocked, this is normally not a refundable issue.

5. Troubleshooting first

Before we approve a refund or replacement, we may ask you to complete reasonable troubleshooting steps. For example:

- confirming your device model
- confirming whether the device is unlocked
- checking APN, roaming, and SIM settings
- sharing screenshots of the issue
- confirming whether the QR code was scanned or the eSIM installed

If the issue can be resolved through standard troubleshooting, a refund may not be issued.

6. Time limit for refund requests

You must contact us within 30 days of purchase, or as soon as the issue happens, whichever is earlier.

Requests made after significant delay may be refused if we can no longer reasonably verify the issue.

7. How refunds are issued

If approved, refunds are usually made to the original payment method. Depending on your payment provider, it may take several business days for the refund to appear.

In some cases, we may offer a replacement eSIM or store credit instead of a cash refund where that is reasonable.

8. Your legal rights

Nothing in this Refund Policy affects any rights you may have under applicable consumer law that cannot lawfully be excluded or limited.

9. Contact us

To request help or a refund review, contact:

Email: support@roamnope.travel

Please include:
- your order number
- the email address used for purchase
- your device model
- your destination
- a short description of the issue
- screenshots where relevant