سياسة الاسترداد
آخر تحديث: مايو 2026
المحتويات
1. Full Refund: Unactivated eSIM
حجزت رحلة إلى دبي وقررت إلغاءها؟ اشتريت باقة لتركيا ثم غيّرت مواعيدك؟ لا مشكلة. يحق لك استرداد كامل لأي شريحة HelloRoam eSIM لم تُفعَّل بعد. تنبه: بمجرد تثبيت eSIM على جهاز، لا يمكن نقلها إلى جهاز آخر.
شروط الأهلية:
- • eSIM has not been activated or installed on a device
- • Refund request submitted within 6 months of purchase
- • QR code has not been scanned
- • No data has been used
2. Device Compatibility Issues
إذا كان هاتفك لا يدعم eSIM أو كان مقفلاً على شبكة تحظر خدمتنا، فأنت مؤهل للحصول على استرداد كامل. لن نحمّلك نتائج قيود الجهاز.
مشاكل التوافق الشائعة:
- • Device does not support eSIM technology
- • Device is locked to a specific carrier
- • Software or firmware compatibility blocks activation
- • Regional device restrictions prevent use
3. Service or Connection Issues
إذا اتبعت خطوات الإعداد ولا تزال غير قادر على الاتصال، أو واجهت انقطاعاً في الخدمة داخل مناطق التغطية، قد تكون مؤهلاً لاسترداد جزئي أو كامل. تواصل مع الدعم وسنتحقق من الأمر.
المشاكل المؤهِّلة للاسترداد:
- • Cannot connect to network after correct eSIM installation
- • Major service disruptions in HelloRoam coverage areas
- • Data speeds consistently below our advertised minimums
- • Total service failure within coverage zones
4. How to Request a Refund
تواصل مع الدعم
تواصل معنا بالبريد أو الدردشة المباشرة مع ذكر رقم طلبك والمشكلة
شارك التفاصيل
أخبرنا بسبب طلب الاسترداد وشارك معنا أي تفاصيل داعمة
نراجع طلبك
يراجع فريقنا حالتك خلال 24 إلى 48 ساعة ويرد عليك مباشرة
صرف الاسترداد
تُعاد الأموال الموافق عليها إلى وسيلة دفعك الأصلية
5. EU and EEA Statutory Withdrawal Right
If you live in the EU or EEA, consumer law gives you a 14-day right to cancel a distance purchase. This right starts on the date you buy your eSIM plan.
This right ends when you activate the eSIM. By scanning the QR code, you agree to start the service right away and accept that you give up your withdrawal right for that plan.
If you have not activated your eSIM, you can request a full refund within 14 days of purchase. No reason needed.
To withdraw, email help@helloroam.com with your order number and the words 'I wish to withdraw from my purchase.' We will process your refund within 14 days.
6. UK Consumer Rights
UK consumers have similar 14-day cancellation rights under the Consumer Contracts Regulations 2013. The same conditions apply: activation ends the cancellation period.
7. Refund Processing Times
We process approved refunds as fast as possible. Here is what to expect.
- EU and EEA: Refund within 14 days of your cancellation request.
- United Kingdom: Refund within 14 days of your cancellation request.
- All other regions: Refund within 5 to 10 business days.
All refunds go back to the payment method you used at checkout. Stripe processes the return, which may add 1 to 3 business days depending on your bank.
Important Refund Information
• Refunds go back to the original payment method used at checkout
• Processing times vary by payment provider, typically 5-10 business days
• Administrative fees may apply for some refund types
• Refund eligibility may depend on third-party carrier policies
• All refund requests must include proof of purchase (your order confirmation email)
Questions About a Refund?
Our support team is ready to help with refund questions or any issue with your eSIM plan. Reach us by email or start a live chat, and we'll get back to you fast.
حمّل تطبيق HelloRoam
حمّل تطبيق HelloRoam لإدارة باقاتك ومتابعة استهلاك البيانات والتواصل مع الدعم أثناء سفرك. يعمل على iPhone وAndroid.
