HelloRoam is a global eSIM provider offering instant mobile data in 185+ countries. Buy prepaid travel eSIM plans with no extra fees, no contracts, and instant activation on any eSIM-compatible device.

Refund Policy

Last updated: May 2026

1. Full Refund - Service Withdrawal
2. Device Compatibility Issues
3. Connection or Service Issues
4. How to Request a Refund
5. EU and EEA Withdrawal Right
6. UK Consumer Rights
7. Refund Processing Times

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

Contact Support

Provide Information

Tell us the reason for your refund request and include any supporting details

Review and Approval

HelloRoam reviews your request within 24 to 48 hours

Receive Refund

Refund processed 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 process your refund within 14 days.

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 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.

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