PingRoam

Refund Policy

Refund Policy

Last updated: July 25, 2026

PingRoam eSIMs are digital goods provisioned the moment you pay. This policy explains when a refund is possible, how it is verified automatically, and how the money reaches you.

This page expands on the same rules set out in our Terms of Service §6 (Digital Product Refund Policy).

1. When a refund is available

  • Unused eSIMs: A full refund is available if the eSIM has not been installed or activated and no data has been used, within 14 days of purchase.
  • Technical failure: If we fail to deliver a working eSIM due to an error on our side, you receive a full refund or a replacement.
  • Activated or used eSIMs: Once the profile has been installed on a device or any data has been used, it cannot be refunded.
  • Partial usage: There are no partial refunds for unused data on an activated plan.

2. How eligibility is verified (automatically)

Refunds are self-serve and fully automated — no manual judgement about whether you used the plan. When you request a refund we run a dual technical verification:

  1. Our records: order status, activation state, and recorded usage in your account.
  2. The eSIM network in real time: live usage pulled directly from the eSIM provider.

A refund is only approved when both sources confirm the eSIM is untouched. If either check reports usage, or the live check cannot be completed, the request is declined.

3. The eSIM is disabled before you are refunded

To protect against getting both a refund and a working eSIM, we cancel the eSIM profile at the network first. The QR code and activation (LPA) details are permanently disabled, and only then is your money returned. If the profile cannot be cancelled, no refund is issued.

4. Refunds depend on the eSIM provider

Whether an unused eSIM can be cancelled depends on the network partner that issued it. PingRoam's active provider is eSIM Access, which supports cancelling unused, uninstalled profiles — so customer refunds for eligible orders are possible. In the rare case a provider cannot cancel a profile, we will tell you and the order will not qualify for an automatic refund.

5. How your money is returned

  • Card payments (Paddle): The refund is issued to your original card. It is submitted immediately and typically appears within 5–10 business days, depending on your bank.
  • Cryptocurrency payments (NOWPayments): Because crypto payments are non-custodial and cannot be reversed automatically, an approved crypto refund is sent manually by our team to your wallet. We will contact you to confirm the payout details.

6. How to request a refund

Open Orders (web or app), select the eligible order, and choose Request refund. You will be asked to confirm in two steps because a refund permanently disables the eSIM. You can also contact support@pingroam.com with your order ID.

7. Contact

Customer support: support@pingroam.com