ASTAROAM / LEGAL

Refund & Cancellation Policy

We want you to know when a refund is available, how to request one, and what happens if an eSIM does not work as expected.

01. Our 30-day unused eSIM guarantee

Astaroam offers a voluntary 30-day refund guarantee for eligible unused eSIM plans. You may request a refund within 30 days of purchase if the eSIM has not been activated and no mobile data has been consumed. An eSIM is considered used once it has been activated, even if no data has been consumed. Receipt of the QR code alone does not constitute activation.

We may verify eligibility using relevant order, activation and data-usage records. Activation status may be established by supplier or network records. Where a refund is approved, the affected eSIM may be cancelled and cannot subsequently be used or transferred. This guarantee does not cover activated eSIMs, eSIMs on which mobile data has been consumed, or fraudulent or abusive requests. It is additional to, and does not limit, your statutory rights.

02. Cancellation rights under applicable law

Customers may have statutory cancellation rights depending on their country of residence and the nature of the product or service supplied. For qualifying distance contracts in the UK and European Union, a 14-day cancellation period may apply, subject to applicable legal exceptions.

For qualifying digital content supplied immediately, cancellation rights may be lost only where the legal requirements for express consent, acknowledgement and confirmation have been met. Buying an eSIM, receiving an email or opening a QR code does not automatically remove a statutory right to cancel. Different rules may apply where the purchase is legally treated as a service rather than digital content.

Nothing in this policy excludes or restricts any cancellation right or other consumer protection that cannot lawfully be excluded.

03. Used eSIMs and change-of-mind requests

Outside the 30-day unused eSIM guarantee and any applicable statutory rights, we do not generally offer change-of-mind refunds after an eSIM has been activated, even where no mobile data has been consumed. This includes cases where a customer no longer needs the plan, changes travel arrangements or has purchased more data than required.

Purchasing the wrong destination, plan or validity period, using an incompatible or network-locked device, or failing to follow the installation instructions does not automatically entitle a customer to a refund. We will nevertheless assess requests in accordance with applicable law and any commitments made in the product description.

04. Technical problems and service faults

If an eSIM cannot be installed, activated or used as described, please contact us promptly so we can investigate. We may request relevant device details, screenshots and reasonable troubleshooting steps, including checking mobile-data selection, roaming settings, APN configuration and available networks.

Where a fault is attributable to the eSIM or service supplied, we will provide the remedy required by applicable consumer law. Depending on the circumstances, this may include correcting the issue, supplying a replacement, a price reduction or a refund. We will not unreasonably insist on troubleshooting where it would cause significant inconvenience or where another statutory remedy is due.

Network coverage, signal strength and connection speeds can vary by location, device, local operator and network conditions. A difference in performance does not automatically establish a fault, but we will consider whether the service matches the description and any guarantees made at the time of purchase.

05. How to request a refund

Email support@astaroam.com or use our contact page. Please include your order number, the email address used for purchase, the affected plan and a brief explanation of your request.

We may request further information reasonably necessary to assess eligibility or diagnose a reported fault. We will explain the outcome of your request and, if a refund is due, process it without undue delay and within any deadline required by law. Refunds are normally made to the original payment method unless otherwise agreed or required by law. Your payment provider may take additional time to show the credit.

06. Fraud, misuse and legal rights

We may investigate suspected fraudulent purchases, payment misuse or misleading refund claims and may request reasonable verification. We will not withhold a refund that is legally due merely because an investigation is taking place.

This policy applies alongside our Terms of Service. If any provision conflicts with mandatory consumer law, the applicable law prevails.