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 postcode.

"Indirect Taxes" means value-added tax (VAT), sales tax, goods and services tax (GST), 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

For payments within the EU and UK, your bank may ask you to complete extra verification (such as 3D Secure) to confirm your identity. This is required by payment regulations and helps protect you from fraud.

5.1 Agreement Duration

This agreement begins when you purchase an eSIM

The agreement continues until your data plan expires or 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 attaches 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
• Do not use automated tools to scrape pricing, coverage, or other data from our website for commercial purposes.
• Do not resell or redistribute eSIM plans purchased through HelloRoam.
• Do not use SIM boxes, SIM farms, or similar devices to exploit our data plans.
• Do not use VPNs or proxies to bypass geographic restrictions on data plans.

6.2 Promotions & Referrals

You must not undermine the fairness or integrity of any promotion

Fake registrations or fictitious identities are not permitted

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

EU Right of Withdrawal

If you live in the EU or EEA, you have a 14-day right to cancel your purchase without giving a reason. This right starts from the date of purchase.

This right ends when you activate your eSIM. By scanning the QR code and activating the eSIM, you agree to start the service immediately and acknowledge that you lose your right of withdrawal.

To exercise your right of withdrawal before activation, contact us at help@helloroam.com with your order number.

Service Availability

HelloRoam does not guarantee a specific uptime percentage. Service quality depends on our carrier partners and local network conditions. We monitor our platform and work to fix issues quickly, but we do not offer financial compensation for downtime caused by third-party networks.

8.1 Statutory Rights

Nothing in these terms affects your statutory rights as a consumer under UK law.

8.2 No Warranties

To the extent permitted by law, we make no representations and exclude all warranties, whether express or implied, in relation to 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, trade marks and intellectual property displayed 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 exploit any content from our platform without prior written permission.

10.1 Legal Right of Withdrawal

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

This right expires upon activation, or you may receive a partial refund if data has 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 partially consumed
• 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 paid by you 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 any claims arising from your breach of these terms.

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

12.1 Governing Law

These terms are governed by the laws of England and Wales.

The courts of England and Wales have jurisdiction over any disputes arising from these terms.

Mandatory consumer protection laws applicable in your jurisdiction may also apply.

12.2 Complaints

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

13.1 Data Protection

We process personal data to provide our services in line with the UK GDPR and the Data Protection Act 2018.

We may monitor and improve services and prevent unauthorised use.

For full details, please 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 provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

14.4 Waiver

Our failure to exercise any right under these terms does not constitute a waiver of that right.

14.5 Language

In the event of any inconsistency between translated versions of these terms, the English version shall prevail.

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.