Terms & Conditions

2.1 Account Creation

2.2 Account Security

3.1 Purchase Terms

3.2 Device Compatibility

3.3 eSIM Delivery and Activation

4.1 Payment Methods

Express Checkout: Apple Pay, Google Pay, PayPal

4.2 Pricing & Taxes

All eSIM purchases are prepaid. Prices include applicable Indirect Taxes.

Tax is calculated based on your billing postal code.

"Indirect Taxes" means sales tax, value-added tax (VAT), goods and services tax (GST), harmonised sales tax (HST), and similar taxes.

4.3 Payment Method Storage

4.4 Promotional Codes & Discounts

• Promotional codes are subject to availability and expiration dates
• Only one promotional code may be used per transaction
• Promotional codes cannot be combined with other offers
• We reserve the right to change or cancel promotions at any time
• Promotional codes are non-transferable and have no cash value

5.1 Agreement Duration

This agreement starts when you purchase an eSIM

The agreement continues until your Data Plan expires or your credit is fully used

5.2 Termination

Upon consumption or expiry of your Data Plan

Upon suspension by HelloRoam for breach of these terms

5.3 Post-Termination

The eSIM is provided "as is" if not removed from your device

No liability applies until a further purchase is made

6.1 User Obligations

• Use the service in line with these Terms and Conditions
• Follow all laws and regulations that apply to your use
• Do not use the service for fraud or illegal activity
• Do not copy or sell any information from our platform
• Do not use excessive data in ways that harm network performance for others
• Do not violate any intellectual property rights

6.2 Promotions & Referrals

You must not undermine the fairness or integrity of any promotion

Fake registrations or fictitious identities are not allowed

6.3 Service Suspension

7.1 Service Availability

We take reasonable steps to keep our service running without interruption

Service depends on the network capacity of our carrier partners

We work with multiple providers to maintain coverage across 185+ countries

7.2 Unlimited Data Plans

A fair use policy applies to unlimited data plans

We may apply speed limits if your usage is well above normal levels

These limits protect network quality for all users on the plan

7.3 Service Guarantees

• During network upgrades or maintenance windows
• In areas not covered by our network partners
• Due to factors outside our control such as weather or signal interference

8.1 Statutory Rights

Nothing in these terms affects your statutory rights as a consumer under applicable Canadian consumer protection law.

8.2 No Warranties

To the extent permitted by law, we make no representations and exclude all warranties, express or implied, regarding our services.

8.3 Service Discontinuation

We reserve the right to discontinue any service at our discretion, with reasonable notice where practicable.

9.1 Ownership

All content, trademarks, and intellectual property on our platform are owned by or licensed to HelloRoam and are protected by copyright and other intellectual property laws.

9.2 Restrictions

You may not copy, reproduce, modify, distribute, or commercially use any content from our platform without prior written permission from HelloRoam.

10.1 Legal Right of Withdrawal

You have 14 days to withdraw from your purchase without giving any reason.

This right ends upon activation, or you may receive a partial refund if data has already been used.

10.2 Refund Eligibility

• The eSIM was purchased directly from HelloRoam
• The eSIM has not been activated
• Your request is made within 6 months of purchase

10.3 Partial Refunds

• The eSIM has been activated but data has been only partly used
• Network infrastructure issues prevented full service delivery

10.4 Device Compatibility Refunds

A full refund is available if your device is found to be incompatible or carrier-locked after purchase.

11.1 Liability Exclusion

To the extent permitted by law, we exclude all liability for any loss or damage arising from your use of our services.

Our total liability is capped at 12 months of charges you have paid us or £100, whichever is greater.

This does not affect our liability for fraud or fraudulent misrepresentation.

11.2 Indemnity

You agree to indemnify us against claims arising from your breach of these terms.

You agree to indemnify us against claims arising from improper use of our services.

12.1 Governing Law

These terms are governed by the laws of England and Wales. Canadian consumer protection laws may also apply to you.

The courts of England and Wales have jurisdiction over any disputes, without prejudice to your rights under applicable Canadian law.

Mandatory consumer protection laws in your province or territory may also apply.

12.2 Complaints

If you have a complaint, please contact our customer support team first. We will try to resolve any issues before formal dispute resolution is needed.

13.1 Data Protection

HelloRoam processes Personal Data to provide our services and comply with legal obligations under PIPEDA and applicable data protection law.

We may monitor and improve services and prevent unauthorised use.

For full details, see our Privacy Policy and Cookies Policy.

14.1 Variation of Terms

We may update these terms from time to time.

• Updated terms will be posted on our website and in the app.
• We'll give you enough notice of significant changes so you can review them.

14.2 Assignment

We may assign our rights and obligations under these terms to any group company.

14.3 Severability

If any part of these terms is found invalid or unenforceable, the remaining provisions stay in full force and effect.

14.4 Waiver

Our failure to exercise any right under these terms does not mean we waive that right.

14.5 Language

If there is a discrepancy between translated versions of these terms, the English version prevails.

14.6 Contact Details

HelloRoam offers a referral program that lets you earn rewards by inviting friends to try our eSIM service. By participating, you agree to the following terms.

15.1 Eligibility

• You must have a registered HelloRoam account in good standing
• You must have completed at least one eSIM purchase
• The referred person must be a new HelloRoam customer

15.2 Rewards

• You earn credit when your referred friend makes their first purchase
• Your friend also receives a discount on their first order
• Rewards are applied as account credit for future purchases
• Credit cannot be exchanged for cash or transferred between accounts

15.3 Restrictions

• Self-referrals and duplicate accounts are not allowed
• We may limit the number of referrals per account
• Abuse of the referral program may result in forfeiture of rewards and account suspension

15.4 Program Changes

We may modify, suspend, or discontinue the referral program at any time. Changes will be posted on our website. Pending rewards at the time of any change will be honored.