Refund policy

Last updated: 9 September 2026

We want the eSIM to work, and when it does not through our fault, we refund. Here is exactly how it works.

Full refund

• The eSIM has not been installed and you request a refund within 30 days of purchase, for any reason.
• The eSIM was installed but could not connect in a covered destination, you contacted support while there, followed the troubleshooting steps with us, and we could not get you online.
• You were charged twice or charged the wrong amount.

Partial refund or credit

• Service was interrupted by a network fault on our side or our partners' side for more than 24 hours during your validity period: we refund the affected days or add them to your plan, your choice.
• You bought the wrong destination and have not installed the profile: we exchange it for the correct plan and refund or charge the difference.

Not refundable

• Plans that have been activated and used, or that have expired.
• Problems caused by a carrier-locked or incompatible device (check with *#06# before buying, see the help center).
• An eSIM profile you deleted from the device. Deleted profiles cannot be restored; contact support before deleting anything.
• Slow speeds or weak coverage in specific places (indoors, remote areas, at sea) where the local network itself has limited coverage.
• Data used by apps in the background. We show usage on your order page; you can set a data limit on the phone.

How to request

1. Email support@terraroamer.com or message us on WhatsApp with your order number (starts with TR-).
2. For connection problems, include a screenshot of Settings → Cellular and tell us where you were when it failed. We may ask you to try one or two settings.
3. We confirm the decision within 2 business days. Approved refunds go back to the original payment method within 5–10 business days depending on your bank; PIX refunds usually arrive the same day.