At Zyroam, we understand that there might be instances where a refund is necessary. We offer refunds under three specific circumstances: service withdrawal, device incompatibility, and connection issues. Each case has clear eligibility criteria outlined below.

To request a refund in any of the cases below, please contact our Customer Support Team at support@zyroam.com.

02 — Type 1

Refund for Service Withdrawal

📅

Full Refund Available

Changed your plans? No problem.

If there have been changes in your plans and you no longer need your Zyroam eSIM, we will provide you with a full refund within the first 180 days of purchase — as long as the eSIM has not been activated.

To be eligible for a full refund:

Your eSIM must have been purchased from the Zyroam website.
The eSIM has not been activated yet.
The purchase was made no more than 6 months (180 days) ago.

Already activated or used your eSIM? If the eSIM has already been activated and/or used, we will analyze your specific case individually to provide a suitable solution.

03 — Type 2

Refund for Incompatible or Locked Device

📱

Full Refund Available

eSIM not compatible with your device.

If you purchased an eSIM and it turned out to be incompatible with your device or your device is carrier-locked, we will provide you with a full refund.

To be eligible for a full refund:

The QR code must not have been scanned.
No data from the plan must have been used.
The purchase was made no more than 6 months ago.
You must send a screenshot and the necessary information to verify the incompatibility or carrier lock.

Tip: Before purchasing, please verify your device is eSIM-compatible and not carrier-locked. You can check our device compatibility list on the How It Works page.

04 — Type 3

Refund for Connection Issues

📶

Full or Partial Refund

eSIM not connecting at your destination.

If your eSIM does not work due to an issue with Zyroam or the network infrastructure of your destination country, we can offer you a full or partial refund.

Steps before requesting a refund:

Contact our Customer Support Team first to report the connection issue — we'll try to fix it.
Reach out at support@zyroam.com or via our live chat.

Important: We cannot guarantee a refund if you contact us after your trip has already ended. Please report connection issues as soon as they occur.

In all other cases, a partial or full refund (subject to an administrative fee) may be issued depending on the amount of data you have used.

05 — Process

How to Request a Refund

To request a refund, simply reach out to our Customer Support Team and provide the necessary information and documents. Our team will guide you through the process and ensure a smooth resolution.

Contact support

Email us at support@zyroam.com with the subject "Refund Request – Order #[your order number]".

Provide your order details

Include your order number, the email used at checkout, and the reason for your refund request.

Attach supporting documents

If applicable (e.g. device incompatibility or connection issues), attach a screenshot or any information that helps verify your case.

We process your request

We aim to process all refund requests promptly and efficiently. Our team will confirm receipt and keep you updated throughout.

Refund Policy · Zyroam (Andre Ang) · Tiefenbach, Germany · March 2026