Policy

Refund Policy

This Refund Policy explains when and how refunds are handled for purchases made at Roaminix Shop. Because our products are digital eSIM data plans delivered instantly, our refund approach differs from that of physical goods. Please read this Policy carefully before purchasing. For the full terms of your purchase, also see our Terms & Conditions.

1. Nature of Digital eSIM Products

Roaminix sells prepaid, digital eSIM data plans. Once your payment is confirmed, your eSIM is generated and delivered to your email immediately, and the plan becomes available for activation. Because the product is delivered and made available instantly, it cannot be “returned” in the traditional sense. This is why our refund policy is based on whether the service has been used and whether a fault lies with us.

2. General Refund Principle

As a general rule, refunds are not available for eSIM plans that have been activated or used, because the data service has been made available to you. However, we want every customer to have a good experience, so we do offer refunds in the specific situations described below. We review each request individually and use our reasonable discretion.

3. Situations That Qualify for a Refund

You may be eligible for a full or partial refund in the following cases:

• Delivery failure. Your eSIM was not delivered to your email within a reasonable time after confirmed payment, and we are unable to reissue it.
• Non-activatable product. The eSIM cannot be activated through no fault of your own (for example, a defective QR code or a provisioning error on our side), despite following the instructions and using a compatible device.
• Material service failure. The plan failed to provide any usable data coverage in the purchased coverage area for a significant portion of its validity period, due to a fault on our side or our partner network, and we could not provide a workable remedy.
• Duplicate or accidental purchase. You were charged more than once for the same order, or purchased by clear accident, reported to us before the eSIM was activated.
• Our error. The product delivered did not match what was described (wrong destination, data allowance or validity) due to our mistake.

4. Situations That Do Not Qualify for a Refund

• The eSIM has been activated and/or used, even partially, without a qualifying fault on our side.
• The plan has expired or the validity period has ended; unused data cannot be refunded or extended.
• Connectivity issues caused by factors outside our control, including: device incompatibility, a full eSIM profile slot, no signal in your specific location, local network outages, or restrictions imposed by the destination country.
• Failure to activate because the device is not eSIM-compatible or the activation instructions were not followed.
• Change of mind, cancellation of travel plans, or deciding not to use the eSIM.
• Issues caused by third-party networks that are not our partners and over which we have no control.

5. Service Failure & Network Issues

Mobile data coverage depends on partner networks in the destination. Temporary slowdowns, congestion or localized outages are common in telecommunications and are not, by themselves, grounds for a refund. If you experience a genuine, persistent service failure, please contact us with details (destination, dates, device, and what you tried). Where the failure is attributable to us or our partner and we cannot remedy it, we will offer a full or partial refund or a replacement plan at our discretion.

6. How to Request a Refund

To request a refund, email [email protected] within 48 hours of the issue and include:

• Your order number and the email address used for purchase.
• The eSIM plan, destination and purchase date.
• A clear description of the issue and the steps you already tried.
• Any relevant screenshots (delivery email, activation screen, error messages).

Please do not activate or use the eSIM before contacting us if you believe you have a qualifying issue, as activation may affect eligibility.

7. Refund Processing Time & Method

• We aim to review and respond to refund requests within 2–3 business days.
• Approved refunds are issued to the original payment method used for the purchase.
• Depending on your bank or payment provider, it may take an additional 5–10 business days for the refund to appear in your account.
• We do not issue refunds in cash or as store credit unless you specifically request it and we agree.

8. Chargebacks & Payment Disputes

If you dispute a charge directly with your bank or card issuer (a chargeback) without first contacting us, we may be unable to investigate or resolve the issue, and we reserve the right to suspend or terminate your access to our services and to pursue the disputed amount. We always prefer to resolve issues directly and encourage you to contact us first.

9. Contact

For any refund question, please contact [email protected] or call +84 903 749 682. Roaminix Shop, 33B Do Xuan Hop, Binh Trung, Ho Chi Minh City, Vietnam.

Last updated: September 2026