Refund Policy

Vyroam supplies digital connectivity services. Each eSIM is provisioned individually for you and is delivered as digital content that begins to perform once the eSIM is installed on a device or activated on a network.

Under the EU Consumer Rights Directive (2011/83/EU), the statutory 14-day right of withdrawal does not apply to digital content the supply of which has begun with the consumer's prior express consent and acknowledgement that they thereby lose the right of withdrawal. By completing checkout you give that express consent and acknowledge that, once your eSIM is activated, the right of withdrawal is lost.

An eSIM is considered activated when it has been installed on a device and registered on a mobile network, or once data usage has been recorded against the plan, whichever happens first.

We will issue a full refund to the original payment method when:

• The eSIM has not been activated and you request a refund within 30 days of purchase.
• We are unable to provision the eSIM successfully and the order remains in a failed state (in this case we issue the refund automatically — no request needed).
• The eSIM was activated but a confirmed network-side fault attributable to the connectivity provider prevented the service from working as described, and our support team has investigated and confirmed the fault.
• The plan is materially different from what was advertised on the product page at the time of purchase.

The following situations do not qualify for a refund. This is consistent with how digital connectivity is sold across the industry and reflects the irreversible nature of activating a mobile data plan:

• The eSIM has been activated and any data has been used, regardless of how much remains.
• The eSIM was installed on an incompatible device. We publish a compatibility checker so you can verify your device before purchase.
• Coverage gaps in remote areas, on aircraft, on cruise ships, or in countries that are not listed on the plan's coverage map.
• Issues caused by a user-side configuration step that was not completed (for example, Data Roaming left disabled, the wrong line selected for cellular data, or APN settings manually overridden).
• The plan's validity period has expired before you travelled.
• Purchases of Travel Credit top-ups or other non-eSIM digital items, except where required by law.

If your device is not compatible or you mistakenly purchased the wrong destination, contact us as soon as possible and before installing the eSIM. An unactivated, unused eSIM remains eligible under section 2 above.

To request a refund, email us at support@vyroam.com with the following information:

• The email address used at checkout
• Your order reference (visible in the order confirmation email)
• A short description of the reason for the request
• For technical issues: the device model, the destination, and any troubleshooting you have already tried

We aim to respond to refund requests within 2 business days. For network-related faults we may need additional time to investigate with the connectivity provider.

Once a refund is approved, we initiate the return to your original payment method via Stripe immediately. Funds typically arrive within 5–10 business days, depending on your card issuer or bank. Vyroam does not control the issuer-side timing.

Refunds are issued in the same currency you paid in. Any difference caused by exchange-rate movement between the original purchase and the refund is borne by the issuing bank, not by Vyroam.

When an order is refunded, any Travel Credit that was applied at checkout is returned to your Vyroam Wallet. Travel Credit earned from the refunded order (10% cashback) is reversed at the same time.

Travel Credit balances themselves are non-cash, non-transferable, and cannot be converted to a cash refund. Travel Credit has no expiry date while your account remains active. See our Terms of Service for the full Wallet terms.

If you believe an order was charged in error, please contact us first at support@vyroam.com. In most cases we can resolve the issue faster than a chargeback.

Initiating a chargeback for an activated eSIM that worked as described, or for a service excluded under section 3 above, may result in suspension of your Vyroam account and forfeiture of any remaining Travel Credit.

We may update this Refund Policy from time to time. The version that applies to your order is the version in force at the time you placed the order, even if it is later updated. The "Last updated" date at the top of this page reflects the most recent change.