Refund Policy
Last updated: January 2025
Contents
1. Full Refund: Unactivated eSIM
Holiday cancelled or travel plans shifted? HelloRoam understands that circumstances change. A full refund is available provided your eSIM has not been activated.
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 handset does not support eSIM technology or is locked to a specific carrier, preventing you from using our service, you qualify 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 persistent connectivity problems prevent you from using the service as described, and our troubleshooting steps have not resolved the issue, you may be eligible for a full or partial 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 via email or live chat with your order details to hand
2
Provide Information
Let us know the reason for your refund request and any relevant details
3
Review and Approval
We will review your request within 24 to 48 hours and keep you updated
4
Receive Your Refund
Your refund is processed 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
Download the HelloRoam app for a straightforward eSIM experience. Manage your plans, check usage, and get support wherever you are.
