Refund Policy

Last updated 16 October 2026

Write to support@dimeroam.com with the ICCID from the eSIM screen. We answer within one business day.

A travel eSIM is digital content delivered the moment it is issued. At checkout you ask for it to be issued immediately and you agree that delivery begins at once — which, under EU and UK consumer law, ends the 14-day right to withdraw as soon as the profile has been issued. Everything below is what we offer beyond that, at our discretion, and nothing on this page limits a right you have by law where a service is genuinely faulty or not as described.

Ask within 14 days

14 days from the purchase, and 48 hours from a renewal charge. After that a plan is not refundable, whatever its state. The sooner we hear, the more we can do.

Refunded in full

• Never installed. The profile was issued but never installed on a phone, and our supplier will still take it back. We cancel it and refund in full.
• Installed, never started. The profile is on the phone, the plan never began — no connection to a network, not one byte used.
• Bought by mistake, or the wrong destination — while that profile is still uninstalled.

Refunded in part, if at all

• A renewal charge within 48 hours, with nothing used. Refunded in full. Once any data from the renewal has been used, it is not refundable.
• It did not work. Where a fault on our side or our supplier's left you without service, tell us while it is happening, and in any case within 24 hours, with the ICCID and a screenshot of Settings → Cellular. We check it against the operator's records. Where a fault is confirmed, we choose between replacing the plan, adding data to it, or refunding the part you could not use — the choice is ours, and a plan already largely spent is not refunded.

Not refunded

• Started. Once the plan has connected to a network and any data has been used, the profile cannot be returned to the supplier, so it is not refundable. This is the rule every eSIM reseller operates under.
• Data you did not use. Plans are sold as a whole; unused gigabytes and unused days are not refunded when the plan ends or is deleted.
• Coverage or speed in one spot. Networks vary by building, border and hour. Patchy signal, a slower cell, or the reduced speed after a daily allowance is spent is not a fault.
• Reported late. A fault we hear about after the plan has ended, or more than 24 hours after it started, cannot be checked against the operator's records.
• Used up or expired. Data spent or days elapsed, including a profile left uninstalled past its shelf life.
• Deleted from Settings. A deleted profile cannot be restored, reissued or refunded.
• A phone that cannot take it. Carrier-locked handsets and devices without eSIM. Check your device before buying; if the profile was never installed, the first rule above applies instead.
• Tethering, hotspot or VPN restrictions imposed by the local operator.
• Travel plans that changed after the plan started.
• Access ended because our terms were broken. Unused data goes with it.

When we say no

• Repeat requests. If the same person keeps buying and refunding, we stop refunding and may stop selling.
• Someone else's charges. We refund what you paid us. Roaming bills from your home carrier, charges from another SIM, another provider or a hotel phone are not ours to refund.
• Fraud. A payment we believe to be fraudulent is refunded to the cardholder, not to the buyer, and the profile is cancelled.

How and when you get the money

We decide within two business days of receiving the ICCID and the details, and send an approved refund the same day we decide — never later than 14 days. Refunds go back to the card or wallet that paid, through Stripe. Banks typically post them within 5–10 business days. We do not refund to a different card, and we do not issue store credit unless we offer it and you accept it.

Renewals

Renewal is off unless you switch it on. While it is on, it charges before the plan ends so you are not cut off; switch it off at any time on this site or in the app, under Profile, and the charge stops. A renewal already charged follows the 48-hour rule above.

Chargebacks

Please write to us before disputing a charge with your bank — we can almost always fix it faster, and a chargeback locks the funds for weeks on both sides. Where a chargeback is raised on a plan that was delivered and used, we present the delivery and usage records to the bank and cancel any profile still attached to the account.