1. General Overview

At FlexiRoam, we aim to provide a seamless and high-quality experience for our customers. However, we understand that certain situations may require a refund. This policy outlines the conditions under which refunds are granted, the methods available, and the process for requesting them.

2. Refund Eligibility

Scenario: Connectivity Issues Due to FlexiRoam's Technical Problems

Description: If you encounter connectivity issues that cannot be resolved within the validity period of your data plan due to a technical fault on FlexiRoam’s part, and it is confirmed that the issue is due to our service. The extent of the refund will depend and be calculated considering the amount of the plan that has been used.

Refund Availability: Partial or Full

Scenario: Intermittent Connection Issues During the Trip

Description: If you experience intermittent connection issues during your trip, and it is determined that these issues significantly impacted your service.

Refund Availability: Partial

Scenario: Fraud or Hacking

Description: If it is confirmed that your account was compromised due to fraud or hacking, resulting in unauthorized charges or usage. FlexiRoam will thoroughly investigate such claims, and refunds will be granted upon verification of the fraudulent activity. 

Refund Availability: Full

Refund Types:

Full Refund:Applicable if there’s no data usage recorded in the plan.

Partial Refund: Applicable if there’s data usage recorded in the plan.

Calculation for Partial Refund:

(Amount of Product) X (% of remaining balance) = Refund Value

For example:

10GB Data Plan was bought for $100

Data Usage is 2 GB (20%)

Data Balance is 8GB (80%)

Refund amount:  $100 x 80% = $80

3. Non-Refundable Scenarios

Scenario : Data Plan Expiration

Description: If your data plan reaches its expiration date with a remaining balance and no specific issue was reported during the plan’s validity period.

Refund Availability: No Refund

Scenario: Device Incompatibility or Carrier Lock

Description: If, upon attempting to install a data plan purchased from FlexiRoam, you discover that your device is incompatible or locked. It is the customer’s responsibility to ensure device compatibility before making a purchase. To unlock the usage when the device is not eligible, FlexiRoam offers a physical SIM for $10 plus delivery in this scenario.

Refund Availability: No Refund

Scenario: Inadvertent Purchases

Description: If a data plan was purchased unintentionally from the FlexiRoam website or application, and the data plan has been installed or activated. 

Refund Availability: No Refund

Scenario: Abusive or Fraudulent Actions

Description: Actions considered abusive or fraudulent by a user of FlexiRoam may result in the suspension or termination of your account without any refund and/or the deduction of data that, in the opinion of FlexiRoam, have been obtained illegally, fraudulently, or in violation of the applicable promotional data terms or these Terms of Use.

Refund Availability: No Refund

4. Refund Methods

Refunds, when approved, will be processed through one of the following methods, depending on the situation:

FlexiRoam Wallet Credit:

Availability: This method is available for most refund cases, especially where the issue was not fully attributable to FlexiRoam or where a partial refund is warranted.

Details: The refund amount will be credited to your FlexiRoam wallet, valid for two years from the last transaction date. Wallet credits can be used toward any FlexiRoam product or service and are valid with any promo.

Original Payment Method:

Availability: This method is available only if the issue originated from FlexiRoam, it was confirmed that the problem could not be resolved within the travel period, or in cases of proven fraud or hacking.

Details: The refund will be processed back to the original payment method within 7 to 15 working days. This method is typically used for full refunds due to service failures directly linked to FlexiRoam or confirmed fraudulent activity.

5. Refund Request Process

To request a refund, please follow these steps:

Step 1: Contact our Customer Excellence Team immediately if you experience any issues with your plan or suspect fraudulent activity. It is imperative that these issues are reported during your trip. Requests made after the trip has concluded or after significant delays in reporting fraud will not be considered.

Step 2: Provide comprehensive information, including screenshots of device settings, a detailed description of the issue, and any other relevant documentation to assist our team in resolving the matter. For fraud cases, provide any supporting evidence of unauthorized access or usage.

Step 3: Our team will review your request based on the information provided. If it is determined that the issue is due to FlexiRoam’s service failure, fraud, or hacking, and cannot be rectified within the travel period, a refund will be issued according to the rules stated above.

Step 4: If your refund request is approved, the appropriate refund method will be determined based on the nature of the issue, as outlined in the section on Refund Methods.

6. Additional Terms

Administrative Fee: All refunds, whether partial or full, will be subject to an administrative fee of 5%, which will be deducted from the refund amount.

Time Frame for Refund Requests: Refund requests must be made within 120 days from the date of purchase. Requests submitted after this period will not be considered.

7. Contact Information

For any refund requests or other issues, please contact our Customer Experience Team via the FlexiRoam app or website, or email us at support@flexiroam.com. We are here to assist you and will respond to your inquiry as promptly as possible.