Refund Policy
Last updated: January 2025
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 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 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
Full Refund AvailableDevice verification may be required
3. Service or Connection 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:
- • 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 handy
2
Provide Information
Let us know the reason for your refund request and any relevant details
3
Review & Approval
We'll review your request within 24-48 hours and keep you in the loop
4
Receive Refund
Refund sent back 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.
Get the HelloRoam App
Download the app to manage your eSIM plans, track your data usage, and reach support wherever you are.
