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Refund Policy

Spark Roam Limited (“we,” “us,” “our”) provides eSIM travel connectivity via www.sparkroam.com. This Refund & Credit Policy explains how we handle refunds and credits. We aim to be fair and practical: if something goes wrong on our side, we will work with you to put it right.

1. Our Approach

Digital eSIMs cannot always be “returned” like physical goods. We still review every request on its merits. Where we cannot restore service after reasonable troubleshooting, we will typically offer a refund to your original payment method or a Spark Roam Wallet credit, depending on what fits the situation and what you prefer.

Contact us early with your order details — most issues are resolved fastest that way.

2. Full Refund Eligibility

A full refund (or equivalent credit, if you prefer) is normally available when:

  • Unused eSIM: The eSIM has not been installed or activated, and you request a refund within a reasonable time after purchase.

  • Verified Technical Failure: The eSIM cannot be activated or used due to a confirmed SparkRoam or supplier fault, and troubleshooting with our support team does not resolve the issue.

  • Non-Delivery: You do not receive your eSIM QR code or activation details within 2 hours of successful payment (after checking spam or junk folders), and we cannot deliver it promptly.

3. Situations We Review Carefully

These are not automatic refusals. We review the facts, try to fix the issue first, and then decide on a refund, partial refund, credit, or replacement:

  • Used or Partially Used eSIMs: The eSIM was installed, activated, or some data was used.

  • User-Related Issues: Including incorrect installation, accidental deletion, device incompatibility, unsupported devices, or incorrect settings. We will help troubleshoot; a refund or credit may still be appropriate when the product could not reasonably be used.

  • Expired eSIMs: The plan’s validity period has ended.

  • Support Contact: We prefer that you contact Spark Roam support for troubleshooting before or when requesting a refund, so we can resolve issues quickly.

We reserve the right to decline requests that are abusive, fraudulent, or clearly outside good faith (for example, repeated claims after full use with no service issue).

4. 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 as Spark Roam Wallet credit, or to your original payment method where appropriate.

  • 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.

5. 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 or as credit in your Spark Roam Wallet.

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

6. Refund Processing & Payment Method Terms

  • Card Payments: Payment processing fees may be non-refundable. Refunds to the original payment method are typically processed within 7 business days after approval, depending on your payment provider.

  • Spark Roam Wallet: Credits 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.

7. 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.

8. 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