Refund Policy
Last updated: January 2026
Contents
1. Full Refund: Unactivated eSIM
Travel plans fall through. If your eSIM has not been activated, you can request a full refund. This applies whether you bought a plan for Japan, Bali, the UK, or anywhere else HelloRoam covers.
Eligibility Conditions:
- • 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% Refund AvailableProcessing time: 5-10 business days
2. Device Compatibility Issues
HelloRoam provides a full refund when your device cannot use an eSIM due to compatibility or carrier-lock issues. This is your right under our policy, consistent with Australian Consumer Law protections.
Covered Compatibility Issues:
- • Device does not support eSIM technology
- • Device is locked to a specific carrier
- • Software or firmware compatibility blocks activation
- • Regional device restrictions prevent use
Full Refund AvailableDevice verification may be required
3. Service or Connection Issues
HelloRoam reviews refund requests when persistent connectivity faults stop you from using the service as intended, even after following our troubleshooting steps.
Eligible Service Issues:
- • 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
Partial/Full RefundBased on usage and issue severity
4. How to Request a Refund
1
Contact Support
Contact us by email or live chat and include your order number
2
Share the Details
Tell us why you need a refund and share any relevant details
3
Review and Decision
We review your request within 24-48 hours and confirm next steps
4
Receive Your Refund
Refund goes back to the original payment method
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.
Get the HelloRoam App
Get the HelloRoam app to manage your eSIM plans, track data usage, and reach support whenever you need it.
