Refund and Cancellation Policy

1. Summary at a Glance

The detail below explains how each situation is treated, including jurisdiction-specific rights.

2. Statutory Cancellation Rights

2.1 UK Consumers — Cooling-Off Period

If you are a UK consumer purchasing for purposes outside your trade, business, craft or profession, you have a statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel a distance contract within 14 days from the day after the contract is concluded, without giving any reason.

2.2 EU/EEA Consumers — Cooling-Off Period

If you are an EU or EEA consumer, you have an equivalent 14-day right of withdrawal under Directive 2011/83/EU on Consumer Rights, as implemented in your country of residence.

2.3 Digital Content Waiver (UK and EU/EEA)

Under both the UK regulations referenced in clause 2.1 and the EU Consumer Rights Directive, the right to cancel is lost in relation to “the supply of digital content not on a tangible medium” once supply has begun, where:

• (a) you gave express prior consent for supply to begin within the 14-day cancellation period; and
• (b) you acknowledged that you would lose your right to cancel once supply began.

By selecting “I agree to the supply of my eSIM immediately and acknowledge that I lose my right to cancel once supply begins” (or substantively equivalent wording) at checkout, you provide that consent and acknowledgment.

2.4 What This Means in Practice

• Before delivery of your QR code / activation profile: cancel and obtain a full refund.
• After delivery but before activation: request a refund within 14 days; we will normally grant it as a matter of goodwill provided the eSIM has not been activated.
• After activation: statutory cancellation right has been waived per clause 2.3, and the eSIM is non-refundable except for faults or non-conformity.

2.5 Consumers Outside the UK and EU/EEA

If you live elsewhere, you may have similar rights under local law (e.g., the Australian Consumer Law under the Competition and Consumer Act 2010, Canada’s provincial consumer-protection statutes, Brazil’s Consumer Defence Code, Japan’s Specified Commercial Transactions Act, Singapore’s Consumer Protection (Fair Trading) Act, etc.). Where local law gives you stronger rights than this Policy, the local rights prevail.

3. How to Cancel or Request a Refund

3.1 To exercise a cancellation or refund right, inform us by a clear statement:

• Email: hello@blueroam.io
• In-Platform: via your account
• Post: BlueRoam Ltd, 128 City Road, London, EC1V 2NX, United Kingdom

3.2 You may use the model cancellation form in Annex A but are not obliged to.

3.3 We acknowledge requests without undue delay and confirm whether they are accepted.

4. Faulty, Misdescribed or Non-Conforming Services

4.1 Under the UK Consumer Rights Act 2015, the EU Digital Content Directive and equivalent consumer-protection laws worldwide, the Services must be:

• (a) of satisfactory quality;
• (b) fit for any particular purpose made known to us; and
• (c) as described.

4.2 If the Services fail to meet these standards, you may be entitled to:

• Repair or replacement (e.g., reissuing the eSIM profile);
• A price reduction for partially functional service;
• A full or partial refund, in line with applicable consumer law.

4.3 To make a claim: hello@blueroam.io with your order number, device make/model and operating system, destination country/region, a description of the issue (dates, times, locations), and any screenshots, signal-strength data or error messages.

4.4 We investigate in good faith. Where the issue is verified and within our control or that of our Partner Networks, we provide a remedy. Where it is not verified, or is caused by factors outside our control (clause 6), we may decline the refund but will explain our reasoning.

5. Device Compatibility

5.1 You are responsible for verifying that your device:

• (a) supports eSIM technology;
• (b) is not network-locked to a specific carrier; and
• (c) is compatible with the destination country’s mobile networks and bands.

5.2 Compatibility information is provided before purchase. eSIMs purchased for incompatible devices are not refundable, except where required by applicable consumer law.

6. Excluded Situations

The following are not grounds for a refund:

• (a) coverage limitations in remote, indoor, underground or low-signal locations consistent with published Partner Network coverage;
• (b) speed variations within the technical parameters of the relevant network technology;
• (c) data depletion through ordinary use, including data consumed by your device’s OS and apps;
• (d) failure to install or activate the eSIM in accordance with instructions;
• (e) loss or theft of your device after the eSIM is installed;
• (f) restrictions imposed by local law in the destination country (content blocks, VoIP restrictions, internet shutdowns);
• (g) where you have used more than a de minimis amount of data on the eSIM (we generally treat any data usage above [50 MB] as a deemed activation, subject to clause 4);
• (h) chargebacks or refund requests submitted more than 180 days after purchase, save where required by law.

7. How and When Refunds Are Paid

7.1 Approved refunds are paid to the original payment method used for the purchase. We may use a different method only with your express agreement and only if it does not cause you to incur fees.

7.2 We process approved refunds within 14 days of accepting your request. Time for funds to appear in your account depends on your card issuer or payment provider.

7.3 Refunds are made in the original transaction currency. We are not responsible for FX fluctuations between purchase and refund.

8. Promotional Codes, Vouchers and Bundles

8.1 Refunds for purchases made with promotional discounts are limited to the amount actually paid (not the headline price).

8.2 Refunds on partially used bundles are calculated pro-rata for unactivated components only.

9. Chargebacks

9.1 If you raise a chargeback with your card issuer, please also notify hello@blueroam.io so we can resolve it promptly.

9.2 We may suspend or terminate accounts associated with chargebacks made in bad faith and recover reasonable costs of defending such chargebacks.

10. Business Customers

If you purchase as a business (not as a Consumer), the statutory rights in clauses 2 and 4 do not apply. Refunds for business customers are at BlueRoam’s discretion, save as set out in any applicable business terms.

11. Contact and Complaints

11.1 Escalations: hello@blueroam.io.

11.2 If we cannot resolve a complaint, see clause 17 of the Terms of Service for dispute-resolution options applicable to your country.

Annex A — Model Cancellation Form

(Complete and return only if you wish to cancel.)

To: BlueRoam Ltd, 128 City Road, London, EC1V 2NX, United Kingdom — hello@blueroam.io

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following Service:

• Order number: ______________________
• Ordered on / received on [*]: ______________________
• Name of consumer(s): ______________________
• Address of consumer(s): ______________________
• Signature of consumer(s) (only if this form is notified on paper): ______________________
• Date: ______________________

[*] Delete as appropriate.