Refund Policy

Last Updated: August 16, 2025

At Spark Roam Limited, we strive to provide you with reliable eSIM services for your travel connectivity needs. We understand that sometimes issues may arise, and we are committed to addressing valid refund requests in accordance with this policy.

Please read this policy carefully before purchasing an eSIM from www.sparkroam.com.

1. Eligibility for Refund

A full refund may be issued in the following circumstances:

  • Defective eSIM: If the eSIM purchased from Spark Roam Limited is proven to be defective and cannot be activated or used due to a fault on our part (e.g., incorrect QR code, invalid profile, or persistent network issues directly attributable to our service, as confirmed by our technical support).

  • Non-delivery of eSIM: If you do not receive the eSIM QR code or activation details via email within 24 hours of successful payment, and after checking your spam/junk folders.

2. Circumstances Not Eligible for Refund

We generally do not offer refunds in the following situations:

  • eSIM Activated or Used: Once an eSIM has been successfully installed on your device and connected to a network, it is considered “used,” and no refund will be issued. This includes partial usage of the data plan.

  • Incompatible Device: If you purchase an eSIM for a device that is not compatible with eSIM technology. It is your responsibility to verify device compatibility before purchase (we recommend checking our Device Compatibility page).

  • Incorrect Purchase: If you purchase the wrong eSIM plan (e.g., for the wrong country, region, or data allowance) and the eSIM has already been delivered and activated.

  • Change of Travel Plans: If your travel plans change, are cancelled, or you no longer require the eSIM for any personal reason after purchase.

  • Network Coverage Issues Unrelated to Defect: If you experience slow speeds or lack of coverage in specific areas due to factors outside our control (e.g., geographical limitations of the local network, personal device settings, or local network congestion). We provide access to networks, but cannot guarantee specific speeds or coverage in all precise locations.

  • User Error: If issues arise due to incorrect installation, deletion of the eSIM profile by accident, or other user-related errors.

  • Expired Validity: If the validity period of the eSIM plan has expired.

  • “No Data” or “No Service” Claims without Troubleshooting: If you claim no data or service without first contacting our support team and allowing us to troubleshoot the issue. Many issues can be resolved with simple steps.

3. How to Request a Refund

To request a refund, you must:

  1. Contact our Support Team: Immediately contact our customer support team at hello@sparkroam.com or +44 20 80 58 98 48.

  2. Provide Details: Clearly explain the issue you are experiencing, including:

    • Your order number.

    • The email address used for the purchase.

    • A detailed description of the problem (e.g., error messages, date/time of issue).

    • Steps you have already taken to troubleshoot (if any).

  3. Cooperate with Troubleshooting: Our support team may require you to perform specific troubleshooting steps to diagnose the problem. Your cooperation is essential for us to determine eligibility for a refund.

4. Refund Process

  • Once your refund request is received and approved, we will process your refund.

  • Refunds will be issued to the original payment method used for the purchase.

  • Please note that any intermediary card processing fees incurred for the original transaction will be deducted from the refund amount, and the user will be responsible for these fees.

  • For refunds processed via cryptocurrency, a 10% deduction will be applied to cover processing and conversion costs.

  • Please allow up to 7 business days for the refund to appear on your statement, depending on your bank or payment provider.

5. Changes to This Refund Policy

Spark Roam Limited reserves the right to modify this Refund Policy at any time. Any changes will be posted on this page with an updated “Last Updated” date. Your continued use of our Services after any such changes constitutes your acceptance of the new Refund Policy.

6. Contact Us

If you have any questions about our Refund Policy, please contact us:

  • Email: hello@sparkroam.com

  • Phone: +44 20 80 58 98 48

  • Registered Office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

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