Refund policy.
An eSIM is delivered digitally, so it works a little differently from a parcel. Here’s when you can get your money back and how to ask.
Changed your mind?
If you haven’t installed your eSIM yet, contact us and we’ll refund you in full. We’ll cancel the eSIM so it can’t be used.
Once an eSIM has been installed on a phone or has connected to a network, it can’t be returned or reused, so we can’t refund it for a change of mind.
If your eSIM doesn’t work
Install your eSIM just before you fly, once your trip is locked in, and contact us straight away if it won’t install, won’t connect, or isn’t the plan you ordered. We’ll help you get connected, and if we can’t fix it we’ll replace it or refund you in full.
When you contact us, include your order number and, if you can, a screenshot of any error, so we can sort it out faster.
What we can’t refund
- Plans that have been installed or activated, unless they don’t work as described.
- Data you’ve already used, or the unused part of a plan once it has started.
- eSIMs deleted from your phone, as they can’t always be reinstalled.
- eSIMs bought for a phone that doesn’t support eSIM or is carrier-locked, once installed. Check our compatible devices page before you buy.
If you’re not sure whether your order can be refunded, just ask.
Changing your plan
Bought the wrong destination or plan? If you haven’t installed it yet, contact us and we’ll swap it for the one you need, or refund it so you can buy again.
European Union and United Kingdom customers
If you’re a consumer in the European Union or the United Kingdom, you may have the right to cancel your purchase within 14 days of buying it, for any reason.
Because an eSIM is digital content, this right ends once you’ve asked us to deliver it straight away and installed or activated it. Until then, contact us within the 14 days and we’ll refund you in full within 14 days of hearing from you.
How refunds are paid
We’ll let you know once your refund is approved. Refunds go back to the card or payment method you paid with, through Stripe, for the amount you paid after any discounts. Your bank may take a few business days to show it.
If you haven’t seen your refund after 10 business days, contact us and we’ll follow it up.
Your rights
This policy doesn’t limit your rights under the Australian Consumer Law or any other consumer law that applies to you, including if an eSIM doesn’t work as described. See also our Terms of Service.
Contact us
To ask for a refund, change your plan or report a problem, contact us through Support or email us at hello@pocketroam.com.
Pocket Roam
ABN 99 410 497 502
909 Bolong Road, Coolangatta NSW 2535, Australia
Email: hello@pocketroam.com