CHERRY Roam eSIM Refund Policy

Last Updated: August 20, 2025

At CHERRY Roam, we strive to ensure complete satisfaction with your eSIM purchase. Please review our refund policy below:

1. Eligibility Window

Refund requests must be submitted within 60 days of purchase (validity period of the eSIM). No refunds will be processed after this period.

2. Valid Refund Reasons

• Trip Cancellation:
  - Proof required (e.g., canceled flight/hotel booking).
  - eSIM must be unactivated and unused.
• Compatibility Issues:
  - Device unable to support CHERRY Roam eSIM.
  - Must provide device model and error screenshots.
• Persistent Connection Issues:
  - Inability to connect after troubleshooting with our support team.
  - Evidence required (e.g., screenshots, support ticket logs).

3. Non-Refundable Cases

• Activated or partially used eSIMs.
• Issues caused by user error (e.g., incorrect APN settings).
• General dissatisfaction without documented technical faults.
• Expired eSIMs (beyond 60 days).

4. How to Request a Refund

Step 1: Contact Support

• Email for support: support@cherryroam.com.ph
• Email for orders: orders@cherryroam.com.ph
• General Inquiries (Viber): +63 996 817 7000
• Customer Support (Viber): +63 996 817 7000 | +63 0962 079 5757
• Operating Hours: 9:00 – 18:00; Monday – Saturday (Manila Local Time)

Provide your order number and the reason for your refund with supporting evidence.

Step 2: Review Process

• Requests are reviewed within 3–5 business days.
• Technical issues may require troubleshooting with our team.

Step 3: Approval & Refund

• Approved refunds are processed to the original payment method within 7 business days.

5. Important Notes