Refund Policy
Last updated: January 2025
Contents
1. Full Refund: Unactivated eSIM
Travel plans change, and we understand that. If your eSIM remains unactivated, you are eligible to request a full refund with no questions asked. This applies whether your trip to Dubai was postponed or your Maldives holiday was cancelled.
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 carrier-locked, preventing you from using the HelloRoam service, you are entitled to a full refund. This covers a wide range of compatibility situations.
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 persistent connectivity problems that prevent you from using the service as intended, even after following our troubleshooting guide, HelloRoam will review your case and offer a suitable 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
Contact us via email or live chat with your order details handy
2
Provide Information
Share the reason for your refund request along with any relevant details or screenshots
3
Review and Approval
Our team will review your request within 24 to 48 hours and keep you informed at every step
4
Receive Your Refund
Refund is processed back to your original payment method, including debit card, net banking, or UPI-linked payment
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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