REFUND POLICY

1. General Refun​d Eligi​bility2. Valid Refund Scena​rios 3. Non-Refundable Scenarios (Strict Policy) 4. Refund Process & Troubleshooting 5. Chargebacks and Disputes 6.  Processing Time

Effective Date: 2025/12/25 Last Updated: 2025/12/25

 At ZenRoam LLC, we strive to ensure our customers stay connected globally. However, due to the nature of digital goods (eSIMs), our refund policy is strictly defined to prevent fraud and manage technical limitations. This Refund Policy is incorporated into and subject to our Terms and Conditions and Privacy Policy.

1. General Refun​d Eligi​bility

Refunds are available for eSIM plans purchased directly via ZenRoam.co. To be eligible, you must submit a request within thirty (30) days of the purchase date.

  • Generally, refunds are only processed if the eSIM has not been activated or data has not been consumed.
  • Exceptions are made only for verified technical failures as detailed in Section 2.

2. Valid Refund Scena​rios

We will issue a refund under the following specific conditions:

  • Non-Delivery / Unactivated eSIM: If the eSIM QR code was not delivered, or if you have not scanned/installed the eSIM profile, a full refund will be issued.
  • Confirmed Technical Failure: The eSIM installs but fails to provide data connectivity due to a technical error originating from ZenRoam or our network partners, AND our support team is unable to resolve the issue after you have cooperated with our troubleshooting steps.
  • Service Unavailability: If the service cannot be provided in the destination country due to a confirmed network outage or infrastructure failure from our local carrier partners.

3. Non-Refundable Scenarios (Strict Policy)

ZenRoam will NOT issue refunds, credits, or exchanges in the following cases:

  • Device Incompatibility: It is the User’s sole responsibility to ensure their device is eSIM-compatible and Network Unlocked (SIM-free) before purchase. We do not refund purchases made for locked or incompatible devices.
  • User Error: Issues caused by incorrect installation, accidental deletion of the eSIM profile, failure to enable "Data Roaming," or providing an incorrect email address at checkout.
  • Single Use Nature: Once an eSIM QR code is scanned and installed, it is considered "consumed" and cannot be returned or re-sold.
  • Change of Mind: If you no longer need the eSIM, found a cheaper alternative, or your travel plans changed after the eSIM has been delivered/installed.
  • Weak Signal in Specific Areas: We do not guarantee 100% coverage in every remote location (e.g., mountains, basements, offshore). No refund is granted for local coverage gaps if the service is generally functional in the country.

4. Refund Process & Troubleshooting

To request a refund, you MUST:

  • Contact our support team at support@zenroam.co.
  • Provide your Order ID and the ICCID of the affected eSIM.
  • Provide proof of the issue (e.g., screenshots of Settings > Cellular > Mobile Data or error messages) to allow our team to troubleshoot.
  • Note: Failure to cooperate with the troubleshooting process or failure to provide necessary screenshots to verify the technical issue will result in the rejection of the refund request.

5. Chargebacks and Disputes

By purchasing from ZenRoam.co, you agree to the following:

  • Data Verification: As stated in our Privacy Policy, we collect technical data (ICCID, Network Usage Logs). We reserve the right to verify data usage logs with the network operator. If the logs show that the eSIM has consumed data, the refund request will be denied.
  • Dispute Resolution: You agree to contact ZenRoam support to resolve any issues before initiating a chargeback with your bank or payment processor.
  • Fraudulent Activity: Initiating a chargeback for a working, data-consuming eSIM (Friendly Fraud) is a violation of our Terms. ZenRoam reserves the right to dispute such chargebacks with evidence of usage logs, terminate your account, and ban your device from future use on our platform.

6.  Processing Time

Once a refund is approved, it will be processed immediately via our payment processor, Stripe.

  • Refunds are always issued to the original payment method. We cannot issue refunds to a different card or via cash/transfer.
  • Depending on your bank's processing time, it may take 5 to 10 business days for the credit to appear on your statement.