Refund Policy
Last updated: May 2026
Contents
1. Full Refund: Unactivated eSIM
Trip got cancelled or your plans shifted? No worries at all. You can request a full refund on any eSIM that has not been activated or had its QR code scanned.
Eligibility Requirements:
- • eSIM has not been activated or installed
- • Request made within 180 days of purchase for an eSIM that was never activated
- • QR code has not been scanned
- • No data has been used
2. Device Compatibility Issues
If your phone does not support eSIM technology or is carrier-locked and cannot use our service, you qualify for a full refund. We want you to travel connected, and if the tech gets in the way, we'll sort it.
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
3. Connection or Service Issues
If you run into persistent connection problems that stop you from using your eSIM data plan as expected, even after following our troubleshooting steps, you may be eligible for a partial or full refund.
Qualifying Service Issues:
- • Unable to connect to network after proper installation
- • Significant service disruptions in covered areas
- • Complete service failure in coverage zones
4. How to Request a Refund
Contact Support
Get in touch via email or live chat with your order details handy
Provide Information
Let us know the reason for your refund request and any relevant details
Review & Approval
Our team reviews your request within 24 hours and gets back to you directly
Receive Refund
Refund sent back to your original payment method
5. EU and EEA Statutory Withdrawal Right
If you live in the EU or EEA, consumer law gives you a 14-day right to cancel a distance purchase. This right starts on the date you buy your eSIM plan.
This right ends when you activate the eSIM. By scanning the QR code, you agree to start the service right away and accept that you give up your withdrawal right for that plan.
If you have not activated your eSIM, you can request a full refund within 14 days of purchase. No reason needed.
To withdraw, email help@helloroam.com with your order number and the words 'I wish to withdraw from my purchase.' We will refund you within 14 days of receiving your withdrawal request.
6. UK Consumer Rights
UK consumers have similar 14-day cancellation rights under the Consumer Contracts Regulations 2013. The same conditions apply: activation ends the cancellation period.
7. Refund Processing Times
We process approved refunds as fast as possible. Here is what to expect.
- EU and EEA: Refund within 14 days of your cancellation request.
- United Kingdom: Refund within 14 days of your cancellation request.
- All other regions: Refund within 5 to 10 business days.
All refunds go back to the payment method you used at checkout. Stripe processes the return, which may add 1 to 3 business days depending on your bank.
Important Refund Information
• Refunds are returned to the original payment method used at purchase
• Processing times vary by payment provider, usually 5-10 working days
• Administrative fees may apply for certain refund types
• Refund eligibility may be subject to third-party carrier policies
• All refund requests must include proof of purchase (order confirmation)
Got a Refund Question?
Our support team is ready to help with any refund question. Drop us an email or start a live chat and we'll get it sorted as quickly as we can.
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Download the app to manage your eSIM plans, track your data usage, and reach support wherever you are.
