Refund Policy

This policy applies to prepaid travel eSIM plans sold under the Rovesgo brand by VIRASAKA MOBILE LTD, company no. 16231139, including fixed-data, Unlimited and Day Pass plans where available. It explains our contractual refund process and does not limit any mandatory rights you have under applicable consumer law.

The English version is the authoritative version of this policy. Translations are provided for convenience. If a translation differs from the English text, the English text will be used to interpret this policy, except where applicable law requires otherwise.

You may request a refund within 30 days of purchase. A plan may generally be eligible where it has never connected to a supported mobile network and no data usage has begun. Installing the eSIM on a device does not, by itself, make a request ineligible. However, the plan is treated as used where our provider records show a first network connection, activation event or data usage.

We verify eligibility using order, eSIM, activation, network and usage records. Submitting a request does not guarantee an automatic or unconditional refund.

If a technical fault attributable to our service prevents use, we will investigate the available diagnostics and may ask you to complete reasonable troubleshooting steps or provide screenshots, device information and error details. You must give us a reasonable opportunity to investigate and, where possible, restore the service.

Device incompatibility or carrier locking, selecting the wrong destination or plan, failure to follow installation instructions, deleting the eSIM, changed travel plans, device settings and other user-controlled circumstances do not automatically qualify for a refund. Local coverage, buildings or terrain, congestion, speed variation and temporary operator outages are also not, by themselves, grounds for a refund. Duplicate charges, verified delivery failures and cases where the law requires a remedy are assessed separately.

Contact [email protected] or use Contact from the email address associated with the order. Include the order number, reason for the request, device model and any relevant screenshots or diagnostic details. Starting a payment dispute or chargeback for the same transaction while our review is open may affect or delay the review.

Reviews generally take 3–5 business days. They may take longer where we reasonably need additional information, provider records or technical testing. We will communicate the decision and its reason through your registered contact details.

Approved refunds are normally returned to the original payment method. Once Rovesgo has processed the refund, your bank, card network or payment provider may take a further 5–10 business days to show the funds. That period is controlled by the relevant financial institution and may vary by country and payment method.

For orders using a discount, promotion or Rovesgo Credits, the cash refund cannot exceed the amount actually charged to the original payment method. Credits earned from a refunded order may be reversed. Credits used on the order may be restored to the account after any necessary adjustment, but Credits are not cash and cannot be paid out to a card or bank account. Currency differences, bank fees and payment-provider delays are outside our control.

We may refuse requests involving a plan that connected to a network or used data, insufficient information, abuse or fraud. Nothing in this policy limits statutory rights relating to faulty or non-conforming digital services.