Skip to main content
Once an eSIM has been provisioned and assigned to your account, all sales are final. This applies regardless of whether the eSIM has been installed or activated.

​
Non-refundable situations

  • Wrong plan or destination selected
  • Changed travel plans
  • Device incompatibility (phone doesn’t support eSIM)
  • Unused data at the end of the plan
  • Expired plans

​
When we will issue a refund

We’ll provide a full refund if:
  • The eSIM failed to provision due to a technical error on our end
  • You were charged but no eSIM was delivered
  • You were charged twice for the same order

​
How refunds work

Refunds are processed to your original payment method and typically take 5-10 business days to appear on your statement.

​
How to request a refund

Contact us via live chat or email at hello@onroamly.com with your order ID and a description of the issue. We’ll review your request and get back to you as quickly as possible.

​
Australian Consumer Law

Nothing in our refund policy limits your rights under Australian Consumer Law. If you believe you’re entitled to a remedy under the ACL, please contact us and we’ll work with you to resolve it.