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.
What if I face connectivity issues due to FlexiRoam's technical problem?
If you experience connectivity problems due to FlexiRoam’s technical issue that can’t be resolved during your plan's validity, we'll assess a refund based on how much of the plan was used. Refunds can be partial or full depending on your usage.
What if my account was hacked or compromised?
If your account is compromised due to fraud or hacking, resulting in unauthorized charges, we will fully investigate and issue a full refund if the claim is verified.
What if my connection is intermittent during my trip?
If your connection is intermittent during your trip and it significantly impacts your service, we will offer a partial refund.
What if service downtime or maintenance affects my service?
If service downtime or planned maintenance affects your ability to use the service during your data plan’s validity period, you may be eligible for a partial refund, depending on the duration and impact.
Eligibility: Applicable if no data usage has been recorded in the plan.
Eligibility: Applicable if data usage has been recorded in the plan. Note: Partial Refund will be calculated based on the remaining data balance and usage.
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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.
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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.
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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.
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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.
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.
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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.
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No Refund
Data Plan Expiration
If your data plan reaches its expiration date with a remaining balance and no specific issue was reported during the plan’s validity period.
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No Refund
Device Incompatibility or Carrier Lock
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.
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No Refund
Inadvertent Purchases
If a data plan was purchased unintentionally from the FlexiRoam website or application, and the data plan has been installed or activated.
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No Refund
Abusive or Fraudulent Actions
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.
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.
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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.
