Skip to main content

Refund Policy

Spark Roam Limited (“we,” “us,” “our”) is committed to offering reliable and affordable eSIM services to travelers worldwide. This Refund & Credit Policy explains when refunds or credits may be issued for purchases made on www.sparkroam.com.

1. Full Refund Eligibility

A full refund may be issued in the following cases:

  • Unused eSIM: If your eSIM has not been installed or activated, you are eligible for a full refund within the applicable timeframe.

  • Verified Technical Failure: If your eSIM cannot be activated or used due to a confirmed technical issue on our side, and troubleshooting with our support team does not resolve the issue.

  • Non-Delivery: If you do not receive your eSIM QR code or activation details within 2 hours of payment, after checking spam or junk folders.

2. Refunds Not Applicable

Refunds or credits are not available in the following situations:

  • Used or Partially Used eSIMs: Once an eSIM is installed, activated, or any data has been consumed, it is considered used and is not eligible for a refund.

  • User-Related Issues: Including, but not limited to, incorrect installation, accidental deletion, device incompatibility, unsupported devices, or incorrect settings.

  • Expired eSIMs: Refunds cannot be issued after the eSIM’s validity period has ended.

  • No Support Contact: Refund requests submitted without first contacting Spark Roam support for troubleshooting may not be approved.

This policy helps ensure fairness for all customers and prevents misuse of digital services.

3. Incorrect Purchase or Change of Plans (Unused eSIMs Only)

If you purchased the incorrect plan or wish to change your plans, and your eSIM remains unused, we provide the following:

  • 0–7 Days from Purchase: Full refund issued as Spark Roam Wallet credit.

  • 8 Days to 1 Year from Purchase: Full-value Spark Roam Wallet credit voucher.

Note: Requests made more than 30 days after purchase may require additional verification to confirm that the eSIM was not activated.

4. How to Request a Refund or Credit

To request a refund or credit, please contact us at [email protected] or via WhatsApp support available on our website. Please provide the following:

  • Order number

  • Email address used at checkout

  • Brief description of the issue

  • Screenshots or error messages (if applicable)

  • Preferred Refund Method: Please specify if you would prefer a refund to your original payment method (for technical/delivery failures) or as credit in your Spark Roam Wallet.

Note: Our team may request basic troubleshooting steps to verify eligibility and resolve issues quickly.

5. Refund Processing & Payment Method Terms

  • Card Payments: Payment processing fees may be non-refundable.

  • Spark Roam Wallet: Refunds issued to your Spark Roam Wallet are typically processed faster and can be used for future purchases immediately upon approval.

  • Cryptocurrency Payments:

    • 0–180 Days: Refunds may include up to a 5% deduction to cover network and conversion costs. Refunds are based on the original fiat value at the time of purchase.

    • Up to 1 Year: Full-value credit voucher issued, fixed to the original fiat value.

  • Processing Time: Refunds to original payment methods are typically processed within 7 business days, depending on your payment provider.

6. Policy Updates

We may update this policy from time to time. Any changes will be posted on this page with an updated “Last Updated” date.

7. Contact Information

  • Email: [email protected]

  • WhatsApp / Phone: +44 20 80 58 98 48

  • Office Address: 2nd Floor College House, 17 King Edwards Road, Ruislip, London, HA4 7AE, United Kingdom