Refund policy

1. Our 30-Day Money-Back Guarantee

At Mapians, operated by Roam Communication Limited, we are committed to providing reliable international data connectivity. We understand that travel plans can change and technical hitches occasionally occur. To give you total peace of mind, we provide a transparent 30-Day Money-Back Guarantee on all prepaid eSIM purchases.

2. Eligible Refund Conditions

You are entitled to a full 100% refund under the following circumstances, provided your request is submitted within 30 days of the purchase date:

• Technical Inability to Connect: If you have followed our setup guidelines, your device is compatible and unlocked, but the eSIM cannot connect or register on the local partner network due to a technical error on our side or our partner carrier's side, and our 24/7 technical support team is unable to resolve the issue within a reasonable timeframe.
• Uninstalled & Unused eSIM: If you purchased an eSIM by mistake, changed your travel itinerary, or no longer need the plan, and the eSIM QR code has never been installed, scanned, or activated on any phone or device.
• Major Carrier Service Outage: If the destination carrier network experiences a confirmed prolonged outage during your travel period that prevents mobile data usage entirely.

3. Non-Refundable Scenarios

We cannot grant refunds in the following situations:

• Carrier-Locked Devices: It is the customer's sole responsibility to ensure their handset is network-unlocked before purchase. Once an eSIM profile is scanned onto a locked device, wholesale carrier provisioning costs have already been consumed and cannot be reclaimed.
• Incompatible Hardware: Devices lacking eSIM hardware capability. Please always verify your device model on our Device Compatibility list before ordering.
• Accidental Deletion of eSIM Profile: Removing an installed eSIM profile from your phone's cellular settings permanently terminates the profile. Most carrier profiles cannot be re-scanned or reinstated once deleted.
• Travel Outside Covered Destinations: Attempting to use the eSIM in countries or territories not covered by the purchased plan.
• Local Signal Obstructions: Inability to receive mobile signal due to localized terrain, underground subway systems, concrete structures, or remote open-sea transit where cellular towers are not present.
• Consumed Data Allowance: Plans where the allotted data volume has already been substantially or fully consumed.

4. Partial & Pro-Rata Refunds

If an unexpected technical failure or sustained carrier outage occurs after you have already used a portion of your data allowance, our technical support team will evaluate your network connection logs fairly and issue an appropriate pro-rata refund or store credit voucher corresponding to the unused balance of your plan.

5. How to Submit a Refund Claim

To request a refund, please follow this simple procedure:

• Contact our 24/7 customer support team via email at support@mapians.com or raise a ticket directly through our Support Portal.
• Include your Order Reference ID, the email address used for purchase, and the specific eSIM plan name.
• For connection issue claims, please provide a brief description of the error and attach screenshots of your phone's cellular settings (showing the eSIM line, APN configuration, and Data Roaming switch). This allows our network engineers to quickly verify carrier status.

6. Processing & Payout Timeline

Once your refund claim is reviewed and approved by our support team:

• Refunds are automatically remitted to the original payment method used during checkout (Stripe, Revolut, credit/debit card, or PayPal).
• Funds typically appear on your card or bank account statement within 3 to 7 business days, depending on your card issuer or banking institution.
• You will receive an automated email confirmation as soon as the refund transaction has been executed.