Terms & Conditions
Last Updated October 2023
Table of Contents
1. Introduction
Welcome to HelloRoam! These terms outline the rules for using our eSIM services.
By using our services, you agree to these terms.
If you don’t agree, please stop using them.
Key Points
- •Instant eSIM activation available.
- •Coverage in over 190 countries.
- •Reliable 24/7 customer support.
2. User Accounts
User Accounts
Users must create an account to access certain features.
Users must provide accurate info during sign-up.
- • Users must provide accurate info during sign-up.
- • Keep your account safe and confidential.
- • Users are responsible for all activity under their account.
- • Inform HelloRoam immediately of any unauthorised use.
Note: Guest purchases are possible but limited.
User Responsibilities
User Responsibilities
- • Comply with all relevant laws and standards.
- • Use the service only for personal, non-commercial use.
- • Avoid any activity that disrupts the service.
- • Do not share account details with others.
Our Protections
- • We reserve the right to modify or stop services.
- • HelloRoam may suspend accounts for breaches.
- • We protect user data under our privacy policy.
- • Fraudulent activities may result in legal action.
3. Using Our Services
Using Our Services
Step 1: Choose Your Plan
Pick the best plan for your trip.
Step 2: Install eSIM
Install your eSIM as directed.
Step 3: Activate and Connect
Activate and connect globally.
Step 4: Manage via App
Use app to manage usage.
Purchase Terms
- All purchases are final.
- Check device compatibility before payment.
- Keep payment info secure.
- Review plan charges.
- Contact support for billing queries.
Device Compatibility
- • Our eSIM is compatible with most modern devices.
- • Check your device for eSIM support.
- • Some features need certain OS versions.
Service Delivery
Instant eSIM delivery after purchase.
Ensure reliable internet for activation.
Check your email for confirmation steps.
Contact support for delivery issues.
4. Payments and Pricing
Payment Methods
Express Checkout: Pay quickly using supported digital wallets.
Express Checkout
- • Pay quickly using supported digital wallets.
Card Payments
- • We accept major credit and debit cards.
Pricing Information
Prices are displayed in USD unless otherwise noted.
Extra taxes may apply depending on location.
Indirect taxes include GST, VAT and other regional taxes.
Data Storage
User data is stored securely in line with regulations.
Access to personal data is restricted to authorised staff.
Data is retained only while needed for service.
Users can request data deletion per policy.
Promotional Offers
- Promotions are subject to availability and terms.
- Discounts cannot be combined with other deals.
- Promo codes must be applied at checkout.
- Promotions valid for limited time only.
- HelloRoam reserves the right to modify promotions.
5. Term & Termination
Service Duration
Data plans are valid for the stated duration after activation.
Unused data expires when the plan period ends.
Termination Conditions
Users can cancel service anytime via the app.
HelloRoam may cancel services for breaches.
Post-Termination
Access to eSIM services ends upon termination.
Reactivation may incur further charges.
6. User Obligations
User Obligations
- Provide accurate and current information.
- Use the services per these terms.
- Never misuse the service for illegal purposes.
- Report any issues promptly.
- Keep account credentials secret.
- Respect other users’ rights.
Promotional Rules
Join promotions legally and ethically.
Follow the rules for each offer.
Service Suspension
Service may be suspended if terms are broken.
Suspensions may happen due to payment issues.
Users will be notified by email.
Fixing issues may lift suspension.
7. Service Availability
Service Availability
HelloRoam works to maintain continuous service.
Some disruptions may occur due to maintenance.
Users will be notified of any scheduled downtimes.
Unlimited Plans
Unlimited plans follow fair use policy.
Excessive use may reduce speeds.
Fair use details are in the plan descriptions.
Guarantee Conditions
- Service stability isn’t guaranteed during outages.
- Refunds not available for minor interruptions.
- Reach out to support for major issues.
8. Warranties & Guarantees
Statutory Rights
These terms do not affect your rights under New Zealand law.
No Warranties
HelloRoam provides services on an “as is” basis without warranties.
Service Discontinuation
HelloRoam reserves the right to discontinue services with prior notice.
9. Intellectual Property
Intellectual Property
All content and software are owned by HelloRoam and its licensors.
Use Restrictions
Users must not copy or distribute HelloRoam content without permission.
10. Refund Policy
Refund Policy
Users can cancel before activation.
Refunds are processed according to our policy.
Eligibility
- Refunds apply only to unused plans.
- Requests must be made within 14 days of purchase.
- Proof of purchase is required for refund requests.
Partial Refunds
- Partial refunds may be offered under specific terms.
- Contact support to confirm partial refund eligibility.
Device Compatibility
Ensure your device works with our plans before purchase, as no refunds are offered for incompatibility.
11. Limitation of Liability
Limitation of Liability
HelloRoam is not liable for indirect losses.
Liability is capped at the service fee paid.
Users are responsible for actions under their account.
Indemnity
Users agree to indemnify HelloRoam against third-party claims.
Indemnity covers breaches and unlawful use.
12. Governing Law
Governing Law
These terms are governed by the laws of the region where HelloRoam operates.
Disputes fall under the exclusive jurisdiction of HelloRoam’s local courts.
Users retain rights under mandatory local laws.
Legal Compliance
Users must follow all applicable laws and rules.
13. Data Protection
Data Protection
HelloRoam is committed to protecting your data.
Data is processed as per our privacy policy.
For details, see our Privacy Policy at /privacy.
14. General Provisions
General Provisions
HelloRoam may update terms with notice.
- Continued use means acceptance of updates.
- Users should review terms regularly.
Assignment
Users can’t transfer rights or obligations without HelloRoam’s consent.
Severability
If any part is invalid, the rest still applies.
Waiver
Not enforcing doesn’t mean waiver.
Language
These terms are available in English; translations are for ease only.
Contact Us
Support: help@helloroam.com
Legal: admin@helloroam.com
Privacy: admin@helloroam.com
Business: admin@helloroam.com
Important Notice
Please read these terms carefully before using HelloRoam services.
By accessing our services, you agree to be bound by these terms and conditions.
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