Refund Policy

Last Updated: November 4, 2025

Spark Roam Limited (“we”, “us”, “our”) is committed to providing reliable, affordable eSIM services for travelers worldwide. This Refund Policy explains how we handle refund and credit requests when you use our website, www.sparkroam.com, and our services.

1. Full Cash Refund Eligibility

  • Defective eSIM: If your eSIM cannot be activated or used due to a verified fault on our side.
  • Non-Delivery: If you haven’t received your eSIM QR code or activation details within 24 hours of payment (after checking spam/junk folders).

2. Refunds Not Applicable (Structured Refund/Credit)

  • Used eSIM: Once installed and any data is consumed, it is considered used and not eligible for refund or credit.
  • User Error: Issues caused by incorrect installation, accidental deletion, or device incompatibility.
  • Expired Validity: Refunds cannot be issued after the eSIM’s validity period ends.
  • No Service Claims Without Support Contact: You must contact support first for troubleshooting before requesting a refund.

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

  • 0–180 Days: Full Cash Refund
  • 181 Days–1 Year: Full Value Credit Voucher Only

Note: Requests made more than 90 days after purchase may require additional verification to confirm the eSIM was not activated.

4. How to Request a Refund or Credit

  • Contact Us: Email hello@sparkroam.com or message us on WhatsApp.
  • Provide: Order number, email used, issue description (screenshots if possible), and any troubleshooting steps tried.
  • Cooperate: Our team may ask for basic troubleshooting to confirm the issue.

5. Refund Processing (Including Crypto Protection)

  • Card Payments: Non-refundable processing fees may be deducted.
  • Crypto Refund (0–180 Days): 5% deduction for network and conversion costs. Refund based on original fiat value.
  • Crypto Credit Voucher (Up to 1 Year): 100% full-value voucher, fixed to original fiat value.
  • Processing Time: Up to 7 business days depending on your provider.

6. Policy Updates

We may update this policy periodically. Any changes will be posted here with a revised “Last Updated” date.

7. Contact Us

  • Email: hello@sparkroam.com
  • WhatsApp / Phone: +44 20 80 58 98 48
  • Office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ

 

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