HelloRoam er en global eSIM-udbyder med mobildata i over 185 lande. Køb forudbetalte eSIM-pakker uden ekstra gebyrer, uden kontrakter og med øjeblikkelig aktivering.

Refusionspolitik

Sidst opdateret: Maj 2026

Indholdsfortegnelse

1. Fuld refusion - serviceannullering
2. Enhedskompatibilitetsproblemer
3. Forbindelses- eller serviceproblemer
4. Anmod om refusion
5. EU and EEA Withdrawal Right
6. UK Consumer Rights
7. Refund Processing Times

1. Full Refund: Unactivated eSIM

Har dine rejseplaner ændret sig? Vi forstår, at det kan ske. Du kan ansøge om fuld refusion, hvis din eSIM ikke er blevet aktiveret.

Betingelser for berettigelse:

• 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

100% refusion tilgængeligBehandlingstid: 5-10 hverdage

2. Device Compatibility Issues

Er din enhed ikke kompatibel med eSIM-teknologi, eller er den låst til en bestemt operatør, så du ikke kan bruge vores tjeneste, har du ret til fuld refusion.

Almindelige kompatibilitetsproblemer:

• Device does not support eSIM technology
• Device is locked to a specific carrier
• Software or firmware compatibility blocks activation
• Regional device restrictions prevent use

Fuld refusion tilgængeligEnhedsbekræftelse kan være påkrævet

3. Service or Connection Issues

Oplever du vedvarende forbindelsesproblemer, der forhindrer dig i at bruge tjenesten som tilsigtet, trods vores fejlfindingsvejledning, kan du søge om refusion.

Berettigede serviceproblemer:

• 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

Delvis/fuld refusionBaseret på forbrug og problemets omfang

4. How to Request a Refund

Kontakt support

Kontakt os via e-mail eller chat med dine ordreoplysninger

Giv os oplysningerne

Beskriv årsagen til refusionen og alle relevante detaljer

Gennemgang og godkendelse

Vi behandler din anmodning inden for 24-48 timer

Modtag din refusion

Refusionen tilbageføres til den originale betalingsmetode

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.

Email Support Live Chat