Refund Policy

100% Refund — Fault on Our Side or the Carrier's

You receive a 100% refund if: your eSIM code cannot be installed or activated because of a fault on our side or the carrier's, or the carrier rejects the code (we verify this with our supplier); a different plan was delivered than the one you ordered (wrong data amount or validity); you paid but never received the eSIM and we cannot deliver it again; you paid but the plan was out of stock and no code could be delivered; you were charged twice, or charged for an order whose payment status is failed.

Approved refunds are returned to your original payment method, usually within 3–7 business days.

Partial Refund or Replacement Plan — Carrier Fault Mid-Plan

If your eSIM stops working mid-plan due to a fault verified with our supplier, we refund the unused portion (pro-rated by remaining data or validity) or replace it with an equivalent plan.

Change of Mind or Accidental Purchase — Plan Swap Only

If you bought by mistake or changed your mind, you may swap to another plan — not receive a cash refund — provided that: you contact us within 24 hours of purchase; the eSIM has not been activated and no data has been used; the code can still be recovered. BellRoam checks with the carrier whether the eSIM has generated any usage.

Any difference in price is settled at the time of the swap.

If you still request a cash refund instead of a swap, we refund 70% of the amount paid; the 30% retained covers the eSIM unit already released by our supplier and the handling of the cancellation.

No Refund

No refund is issued once the eSIM has been activated or any data has been used, except where required by applicable law.

Compatibility issues caused by a device being carrier-locked or not supporting eSIM — you confirm your device is compatible before paying at checkout.

Codes left unused past their validity date without activation.

Data or validity ending sooner than expected because of how you used the plan.

Signs of abuse or exploitation — bulk purchases, repeated refund requests, or inaccurate information.

How to Request

Email [email protected] (or WhatsApp +84 362 988 296) with your order number, a short description of the issue, and a photo or screenshot of the error or your EID. For "cannot install" cases we may ask for a screenshot of the installation step so we can verify it with the carrier.

We aim to respond within 24 business hours. BellRoam may decline a refund where there are signs of abuse or exploitation.