Refund Policy
Last updated: May 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 for an unactivated eSIM submitted within 180 days of purchase
- • QR code has not been scanned
- • No data has been used
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 (such as Telstra or Optus)
- • Software or firmware compatibility blocks eSIM activation
- • Regional device restrictions prevent service use
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 installation
- • Major service outages in areas HelloRoam lists as covered
- • Total service failure within a coverage zone
4. How to Request a Refund
Contact Support
Contact us by email or live chat and include your order number
Share the Details
Tell us why you need a refund and share any relevant details
Review and Decision
We review your request within 24 hours and get back to you directly
Receive Your Refund
Refund goes back to the original payment method
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 refund you within 14 days of receiving your withdrawal request.
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 are returned to the original payment method used at checkout
• Processing time depends on your bank or payment provider, usually 5-10 business days
• Admin fees may apply for certain 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?
Got a question about a refund or a problem with your eSIM plan? Our support team is ready to help. Email us or start a live chat, and we'll get back to you fast.
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