Refund Policy
Last updated: January 2026
Contents
1. Full Refund: Unactivated eSIM
Holiday cancelled or your travel dates shifted? Life happens. You can request a full refund as long as your eSIM has not been activated or installed on your device. Keep in mind: once an eSIM 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
HelloRoam provides a full refund if your handset does not support eSIM technology or is locked to a carrier such as Eir, Vodafone Ireland, or Three, making it impossible to use our service.
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
HelloRoam issues a refund if you face ongoing connectivity problems that stop you from using the service properly, even after following our troubleshooting steps.
Qualifying Service Problems:
- • 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 the Details
Tell us the reason for your refund and include any details that help
3
Review and Decision
We'll review your request within 24-48 hours and let you know the outcome
4
Refund Received
Refund returned to your 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.
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