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 postal code.

"Indirect Taxes" means sales tax, value-added tax (VAT), 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

5.1 Agreement Duration

This agreement begins when you purchase an eSIM

The agreement runs until your Data Plan expires or your data credit is used up

5.2 Termination

When your Data Plan is used up or expires

If HelloRoam suspends your account for breaching these terms

5.3 Post-Termination

The eSIM stays on your device "as is" if you don't remove it

No further liability applies until you make another purchase

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

6.2 Promotions & Referrals

You must not undermine the fairness or integrity of any promotion

Fake accounts or false 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

8.1 Statutory Rights

Nothing in these terms affects your statutory rights as a consumer under New Zealand or applicable law.

8.2 No Warranties

To the extent the law allows, we make no warranties, express or implied, about our services.

8.3 Service Discontinuation

We can discontinue any service at our discretion. Where we can, we'll give you reasonable notice first.

9.1 Ownership

All content, trademarks, and intellectual property on our platform belong to HelloRoam or are licensed to us. They are protected by copyright and other intellectual property law.

9.2 Restrictions

You may not copy, reproduce, modify, distribute, or use any content from our platform for commercial purposes without prior written permission from us.

10.1 Legal Right of Withdrawal

You have 14 days to cancel your purchase without needing to give a reason.

This right ends once you activate the eSIM, or you may receive a partial refund if you've used some data.

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 only some data has been used
• Network problems prevented the full service from being delivered

10.4 Device Compatibility Refunds

A full refund is available if your device turns out to be incompatible or carrier-locked after purchase.

11.1 Liability Exclusion

To the extent the law permits, 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 you have paid, or £100, whichever is greater.

This does not affect our liability for fraud or fraudulent misrepresentation.

11.2 Indemnity

You agree to cover us against any claims that arise from your breach of these terms.

You agree to cover us against any claims that arise 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 to hear any disputes.

Other mandatory consumer protection laws may also apply depending on where you are located.

12.2 Complaints

If you have a complaint, please contact our support team first. We'll work to resolve things before any formal process is needed. New Zealand consumer protection laws may also apply in your situation.

13.1 Data Protection

HelloRoam processes personal data to deliver our services.

We monitor service use to improve quality and prevent misuse.

For full details, read 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

HelloRoam may assign its rights and obligations under these terms to any group company.

14.3 Severability

If any part of these terms is found to be invalid or unenforceable, the rest of the terms continue to apply in full.

14.4 Waiver

If we don't exercise a right under these terms, that does not mean we've given it up.

14.5 Language

Where there is a difference between a translated version and the English version of these terms, the English version applies.

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.