Refund Policy

 

Last Updated: November 4, 2025

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 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 your eSIM remains unused:

  • 0–7 Days from Purchase
    → Full cash refund

  • 8 Days to 1 Year from Purchase
    → Full-value credit voucher (no cash refund)

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:

  1. Contact Us

  2. Provide

    • Order number

    • Email used at checkout

    • Brief description of the issue

    • Screenshots or error messages (if applicable)

  3. Cooperate with Troubleshooting
    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.

  • 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 and credits 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: refunds@sparkroam.com

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

  • Office Address:
    71–75 Shelton Street,
    Covent Garden, London,
    WC2H 9JQ, United Kingdom

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