iRoamly Refund / Cancellation / Modification Policy

Last Updated: March 8, 2026

This Refund / Cancellation / Modification Policy explains the conditions under which customers may request refunds, replacements, or modifications for eSIM products purchased through iRoamly.

By purchasing or using an iRoamly eSIM, you agree to the terms outlined in this policy.

1. REFUND ELIGIBILITY

Refunds may be possible under the following circumstances:

Your device is incompatible with eSIM technology.

You cancel your trip or no longer need the eSIM.

Network issues persist despite following our troubleshooting steps.

The eSIM cannot be installed or activated due to a technical issue related to iRoamly.

Refunds are processed to the original payment method within 3–5 business days after approval. Financial institutions may require additional time to complete the transaction.

For full details, please review the sections below.

2. CUSTOMER RIGHT TO REFUND OR REPLACEMENT

The Customer has the right to request a refund or eSIM replacement if the eSIM cannot be installed or used due to a technical problem originating from iRoamly.

3. REFUNDS AND CANCELLATION

3.1 POLICIES AND GUIDELINES

3.1.1 Refund Request Period

A refund request may be submitted within thirty (30) days from the date of purchase if activation is no longer possible after extensive collaborative troubleshooting between the Customer and the iRoamly support team.

3.1.2 Customer Cooperation

Customers must cooperate with the support team and provide requested information in order for troubleshooting and investigation to proceed. Refund eligibility may depend on such cooperation.

3.1.3 Data Package Validity

Each data package has its own validity period. No refund will be issued for unused or remaining data once the validity period expires.

3.1.4 Trip Cancellation or Change of Plans

Customers may request a refund if they cancel their trip or no longer need the eSIM, provided the eSIM has not been installed or activated.

4. SITUATIONS WHERE REFUNDS MAY NOT BE GRANTED

Refunds generally will not be issued in the following cases:

The eSIM has already been installed or activated.

Issues caused by incorrect installation or user configuration errors.

The device does not support eSIM functionality and compatibility was not verified before purchase.

Temporary network limitations from local operators beyond iRoamly's control.

5. COMPENSATION LIMITATION

No refund or remuneration of any kind will be issued due to charges related to:

alternate phones

alternate SIM cards

alternate providers

hotel phones

roaming services not connected to the Customer’s iRoamly account

These limitations align with the Liability and Warranty provisions in the Terms and Conditions.

6. FRAUD PREVENTION AND UNAUTHORIZED PURCHASES

6.1 Fraudulent Purchases

iRoamly reserves the right to refuse any refund request if there is evidence of abuse of services, violation of the Terms and Conditions, or fraudulent activities related to iRoamly products or services.

6.2 Unauthorized Purchases

Unauthorized purchase claims will be investigated before any refund is processed. iRoamly reserves the right to suspend accounts associated with fraudulent activity.

6.3 Accidental Purchases

Once an eSIM is installed, it is considered used and refunds will not be granted.

7. INCORRECT CHARGES

If a Customer disputes an invoice or believes a charge is incorrect, the Customer must notify iRoamly within twelve (12) days of receiving the invoice.

The Customer should provide:

details explaining why the invoiced amount is incorrect

supporting documentation if available

the amount the Customer believes is correct

8. REPLACEMENT POLICY

In some situations, iRoamly may offer an eSIM replacement instead of a refund, particularly when the issue can be resolved quickly with a new activation.

eSIMs purchased using iMoney from vouchers may be replaced within thirty (30) days from the purchase date.

9. OTHER REFUND REQUESTS

If a refund request does not fall within the situations described above, iRoamly may review the request on a case-by-case basis.

If approved:

a processing fee may apply

the refund amount cannot exceed the total amount originally paid by the Customer

10. IMONEY CREDIT SYSTEM

10.1 Overview

iMoney is a reward credit system used within the iRoamly platform.

Customers receive 5% cashback as iMoney credited to their iRoamly account.

10.2 Eligible Payment Methods

Credit Card

Debit Card

PayPal

Google Pay

Apple Pay

Alipay

10.3 Exclusions

iMoney will not be earned when:

a discount code is used

a referral reward is applied to the purchase

10.4 Using iMoney

Customers may:

pay entirely with iMoney

combine iMoney with other supported payment methods

10.5 Proportional Rewards

When using a combined payment, iMoney rewards will be calculated proportionally based on the amount paid using eligible payment methods.

10.6 Conversion and Transfer Restrictions

iMoney cannot be converted into cash or other forms of credit

iMoney cannot be transferred to other iRoamly accounts

purchases made using iMoney will be credited back as iMoney if refunded

11. REFUND PROCESS

To request a refund, customers should contact the iRoamly support team through the Contact Us page or by sending an email to:

support@iroamly.com

Customers may be asked to provide additional information depending on the situation, including:

screenshots of device settings

screenshots of installation errors

order details

invoice dispute explanations

12. REFUND METHOD AND PROCESSING TIME

Customers may choose to receive the refund as:

a refund to the original payment method

iMoney credit added to their iRoamly account.

After a refund is approved:

iRoamly will process the refund within 3–5 business days

depending on the payment provider or bank, it may take up to thirty (30) business days for the refund to appear on the customer's statement.

13. COMPANY INFORMATION

Company Name: IROAMLY LIMITED

Address:

UNIT 1111, 11/F

HOLLYWOOD PLAZA, 610 NATHAN ROAD

MONG KOK

HONG KONG

Zip Code: 999077