Refund Policy

Last updated: 7 June 2026

This Refund Policy explains the conditions under which Aviroam (operated by PT. AVIASI ROAMING INTERNATIONAL) will provide refunds for eSIM and SIM card products purchased through aviroam.com ("Aviroam", "we", "us").

Because our main product is a digital eSIM delivered instantly as a QR code / activation profile, please read this policy carefully before buying. By completing a purchase, you confirm that you understand and agree to the terms below.

1. The Nature of Our Products

• eSIM (digital): Delivered electronically (QR code and/or activation details) to the email address you provide at checkout, usually within a few minutes (maximum 24 hours) after successful payment. An eSIM is a digital product considered "delivered" once the QR code / activation details are issued to you.
• Physical SIM card: A physical product shipped to your delivery address.

Different terms apply to each product, as explained below.

2. eSIM Refund Eligibility

You may request a refund for an eSIM only if all of the following conditions are met:

1. The eSIM has not been installed/activated on any device; and
2. The request is made within 14 days of purchase; and
3. One of the following situations applies:

• The eSIM QR code was never delivered and our team is unable to deliver it; or
• The eSIM has a technical fault that our support team is unable to resolve after troubleshooting; or
• You purchased the wrong product (wrong country/region or plan) and have not installed it; or
• A duplicate order was placed by mistake.

3. Non-Refundable eSIM Conditions

Refunds will not be granted if:

• The eSIM has already been installed, activated, or used (partially or fully);
• The plan validity has expired;
• You changed your mind after the QR code / activation details were delivered;
• Your device does not support eSIM or is carrier-locked, and you did not check compatibility before buying (see our Terms of Service);
• The issue is caused by factors beyond our control, including local network outages, government restrictions, incorrect installation, or use outside the plan's coverage area;
• You did not follow the activation instructions provided.

4. Physical SIM Card Refunds & Returns

For physical SIM cards, you may request a refund or replacement if:

• The product arrives defective or damaged; or
• You received the wrong item.

Conditions:

• Notify us within 7 days of receipt, including your order number and photos of the issue;
• The SIM card must be unused and in its original packaging (unless received defective);
• Return shipping costs are borne by the customer, or by Aviroam if the product was received defective or shipped in error.

5. Troubleshooting Required First

Most connectivity issues can be resolved quickly. Before requesting a refund, you must contact our support team so we can try to fix the issue. Refunds for technical issues are only considered after our team confirms the problem cannot be resolved.

6. How to Request a Refund

Send the following to [hello.aviroam@gmail.com](mailto:hello.aviroam@gmail.com) (or via WhatsApp at +62 812-7603-0330):

1. Your order number;
2. The email address used at checkout;
3. The reason for your request, with supporting screenshots/photos.

7. Processing Time & Method

• Approved refunds are processed within 7 business days.
• Funds are returned to the original payment method where possible, or via bank transfer / store credit if the original method is unavailable.
• The time for funds to arrive depends on your bank or payment provider.

8. Changes to This Policy

We may update this Refund Policy from time to time. The latest version is always available at aviroam.com, with the "Last updated" date above.

9. Contact Us

PT. AVIASI ROAMING INTERNATIONAL

• Email: hello.aviroam@gmail.com
• WhatsApp: +62 812-7603-0330
• Address: Jl. Arief Rahman Hakim No.91, Tegal Sari Mandala I, Kec. Medan Denai, Kota Medan, Sumatera Utara 20224