Rückerstattungsrichtlinie
Zuletzt aktualisiert: Mai 2026
Inhalt
1. Full Refund: Unactivated eSIM
Reisepläne ändern sich. Wir verstehen das. Du kannst eine vollständige Rückerstattung beantragen, solange deine eSIM nicht aktiviert wurde.
Voraussetzungen:
- • 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
Wenn dein Gerät eSIM-Technologie nicht unterstützt oder an einen bestimmten Anbieter gebunden ist und du den Dienst dadurch nicht nutzen kannst, hast du Anspruch auf eine vollständige Rückerstattung.
Häufige Kompatibilitätsprobleme:
- • 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
Wenn du trotz Befolgens unserer Fehlerbehebungsanleitung anhaltende Verbindungsprobleme hast, die eine planmäßige Nutzung des Dienstes verhindern, kannst du eine Rückerstattung beantragen.
Anerkannte Serviceprobleme:
- • 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
Support kontaktieren
Kontaktiere uns per E-Mail oder Chat mit deinen Bestelldetails
Informationen bereitstellen
Teile den Grund für die Rückerstattung und alle relevanten Details mit
Prüfung und Freigabe
Wir prüfen deine Anfrage innerhalb von 24 bis 48 Stunden
Rückerstattung erhalten
Rückerstattung auf die ursprüngliche Zahlungsmethode
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.
Hol dir die HelloRoam App
Lade die App herunter und manage deine eSIM-Tarife, verfolge deinen Datenverbrauch und hol dir Hilfe unterwegs.
