Refund Policy
Last updated: January 2026
Contents
1. Full Refund: Unactivated eSIM
Holiday cancelled? Cross-border US trip on hold? If your eSIM has not been activated, you can request a full refund. Keep in mind: once an e-sim is installed on a device, it cannot be transferred to another device.
Eligibility Requirements:
- • 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
If your device is not compatible with eSIM technology, or is carrier-locked to Rogers, Bell, Telus, or another provider, and you cannot use our service, you are eligible for a full refund.
Common 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
If you experience ongoing connectivity problems that stop you from using the service as intended, even after following our troubleshooting steps, you may qualify for a partial or full refund.
Qualifying 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
Get in touch by email or chat and share your order details with us
2
Share Your Details
Tell us the reason for your refund request and include any helpful details
3
Review and Approval
Our team will review your request and follow up within 24-48 hours
4
Receive Your Refund
Refund returned to your original payment method once approved
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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