REFUND / CANCELLATION / MODIFICATION POLICY

Customers are entitled to request a refund or eSIM replacement if the eSIM fails to install or function due to a technical issue attributable to ROAFLY.

 

REFUNDS AND CANCELLATION

Policies and Guidelines

• Refund requests must be submitted within thirty (30) days from the purchase date if activation becomes impossible despite thorough troubleshooting efforts.
• Active cooperation is required from the Customer to resolve the issue for a refund to be considered.
• Each data package comes with a specific validity period; no refunds are provided for unused data post-expiration.
• Compensation for external charges (alternate phones, SIM cards, providers, hotel phones) is not provided.
• ROAFLY reserves the right to deny refunds for purchases deemed fraudulent, abusive, or in violation of our Terms and Conditions.
• Unauthorized purchases will undergo investigation; account suspension may occur if fraud is detected.
• Installed eSIMs are considered used and are not eligible for refunds.
• Disputed charges must be reported within twelve (12) days of invoice receipt, detailing the dispute and the considered due amount.
• eSIMs acquired with Roamoney from vouchers can be replaced within 30 days of purchase.
• Non-standard refund requests are reviewed case-by-case; approved refunds may incur a processing fee. Refund claims must not exceed the total amount paid.

Use of Roamoney

• Roamoney is a rewards system exclusive to ROAFLY, offering 5% cashback as Roamoney for eligible purchases.
• Roamoney cannot be earned when a discount or referral reward is applied.
• Roamoney can be used solely for purchases on ROAFLY or combined with Stripe payments.
• The Roamoney reward is proportional to the amount paid via Stripe.
• Roamoney in a customer's account is non-convertible and non-transferable.
• Purchases made with Roamoney are credited as Roamoney in the customer's account.

 

Refund Process

To initiate a refund, contact ROAFLY support through the website or email support@roafly.com, adhering to our outlined policies.

Customers seeking refunds may be requested to provide additional information or evidence (e.g., screenshots, detailed explanations).

Refunds are processed back to the original payment method or as Roamoney credit, subject to our policies.

 

MODIFICATION

ROAFLY's eSIM data packages are provided as-is, without the possibility for modifications or customizations post-purchase.

 

LIABILITY AND WARRANTY

ROAFLY LTD is not liable for any inconveniences or damages resulting from the unavailability of our service. While we strive to ensure reliable service, ROAFLY LTD does not warrant uninterrupted or flawless availability of network services.

For any inquiries or requests, please reach out to us via email at support@roafly.com, or you can contact us through:

• Address: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
• Phone: +44 117 473 0039

We are committed to providing quality customer support and will do our best to assist you with any issues or questions you might have regarding our services.