Refund policy

Last updated: 29 May 2026

1. One service, different delivery methods

Surfroam is a connectivity service delivered through a physical SIM, an eSIM profile, a balance top-up, a prepaid package, or another Surfroam product or plan. The SIM, eSIM, balance, or package is a way to receive or use the service.

This policy applies together with our Terms of Service, Privacy Policy, Shipping & Delivery Policy, and Legal Notice.

2. Voluntary 30-day cancellation window

You can cancel for a full refund to your original payment method within 30 days of purchase if the service has not started.

For a SIM or eSIM, the service has started once the SIM or eSIM has been activated, installed for use, used, or connected to a network, or once any balance, package, or data has been used.

For a balance top-up, prepaid package, promotional offer, or digital service, the service has started once the top-up, package, credit, or service has been applied, activated, made available for immediate use, or used on your account.

Once the service has started, or after 30 days, the purchase is non-refundable, including unused balance, expired balance, unused package allowance, promotional credit, bonuses, gift cards, and special offers, except where mandatory law requires otherwise.

3. Immediate supply and withdrawal rights

At checkout, you may expressly request immediate delivery and/or activation of the Surfroam service before the end of any statutory withdrawal period. You also acknowledge that once the service starts, your right to cancel for a refund may be lost or reduced, except where mandatory law provides otherwise.

If mandatory law gives you a withdrawal right and the service has not started, you may withdraw by contacting us at support@surfroam.com or by using the withdrawal method made available on our website or checkout platform.

4. If something does not work

If your service does not work at all, contact us as soon as possible, ideally while you are still traveling, through live chat or at support@surfroam.com. Please include your order number, account email, device model, country, location, screenshots if available, and a short description of the issue.

Reaching out early usually gives us the best chance to fix the issue. We may ask you to follow reasonable troubleshooting steps, check device settings, reset network settings, test another available network, or provide diagnostic information.

If there is a real service failure and we cannot fix it within a reasonable time, we may provide a replacement, credit, or refund, depending on the circumstances and mandatory law.

This does not cover normal variations in mobile coverage, speed, latency, indoor reception, local network availability, device compatibility, locked devices, incorrect settings, unsupported eSIM devices, local restrictions, or temporary third-party network issues outside our control.

5. Physical SIM returns

An unused, unactivated physical SIM in its original packaging may be returned within 30 days of purchase. Contact us first for return instructions.

You are responsible for return postage unless the SIM is faulty or mandatory law provides otherwise. For a faulty physical SIM, we may send a replacement at our cost and may not require the faulty SIM to be returned.

6. Refund timing

Approved refunds are sent to the original payment method within 14 days. For physical SIM returns, we may wait until we receive the returned SIM or proof that it has been sent back, unless mandatory law provides otherwise.

Your bank, card issuer, or payment provider may need additional time to show the refund in your account.

7. Non-refundable cases

Unless mandatory law requires otherwise, we do not refund activated or used service, used or expired balance, expired package allowance, promotional credit, bonuses, gift cards, special offers, wrong purchases that have already been used or applied, device incompatibility, locked devices, incorrect settings, lack of coverage in a specific place, refusal to pay import duties, or delivery delays outside our control.

8. Contact

Questions and refund requests: support@surfroam.com