Refund Policy
Last updated: January 2025
Contents
1. Full Refund: Unactivated eSIM
Travel plans change unexpectedly. If your eSIM data plan has not been activated, HelloRoam offers a full refund with no questions asked. This is straightforward and fuss-free.
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 device does not support eSIM technology or is locked to a local carrier like Singtel, StarHub, or M1, preventing you from using our service, HelloRoam provides a full refund.
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 persistent connectivity problems stop you from using the eSIM service as intended, even after following our troubleshooting steps, you are eligible to apply 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
Contact us by email or live chat with your order number and details
2
Provide Information
Tell us the reason for your refund request and include any supporting details
3
Review and Approval
HelloRoam reviews your request within 24 to 48 hours
4
Receive Refund
Refund processed 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 HelloRoam app for a fuss-free eSIM experience. Manage your plans, track data usage, and get support on the go.
