Política de devolucions
Darrera actualització: Maig de 2026
Continguts
1. Full Refund: Unactivated eSIM
Has reservat un viatge al Japó i has hagut de cancel·lar-lo? Has comprat un pla per al Regne Unit però has canviat les dates? Cap problema. Pots obtenir una devolució completa de qualsevol eSIM de HelloRoam que no hagi estat activat. Tingues en compte que, un cop l'eSIM s'instal·la en un dispositiu, no es pot transferir a cap altre dispositiu.
Requisits d'elegibilitat:
- • 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
Devolució del 100% disponibleTemps de processament: 5 a 10 dies hàbils
2. Device Compatibility Issues
Si el teu telèfon no admet eSIM o està bloquejat a un operador que no és compatible amb el nostre servei, tens dret a una devolució completa. No et penalitzem per les limitacions del teu maquinari.
Problemes habituals de compatibilitat:
- • Device does not support eSIM technology
- • Device is locked to a specific carrier
- • Software or firmware compatibility blocks activation
- • Regional device restrictions prevent use
Devolució completa disponiblePot ser necessària la verificació del dispositiu abans de processar la devolució
3. Service or Connection Issues
Si has seguit els passos de configuració i no pots connectar-te, o experimentes interrupcions greus del servei en una zona coberta, pots tenir dret a una devolució parcial o completa. Contacta amb el suport i ho investigarem.
Problemes de servei que donen dret a devolució:
- • 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
Devolució parcial o completaEn funció de les dades consumides i la gravetat del problema
4. How to Request a Refund
1
Contacta amb el suport
Contacta'ns per correu o xat en directe amb el número de comanda i una descripció del problema
2
Explica'ns el cas
Explica'ns per què necessites la devolució i comparteix qualsevol detall que sigui útil
3
Revisem el teu cas
El nostre equip revisa el teu cas en 24 o 48 hores i et respon directament
4
Devolució efectuada
Les devolucions aprovades es processen al mètode de pagament original
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.
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