Refund Policy
Last updated: January 2025
Contents
1. Full Refund: Unactivated eSIM
Plans change, and that is fine. HelloRoam gives you a full refund if your eSIM has not been activated. Whether your holiday to the UK or Dubai fell through, you will get your money back with no hassle.
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 handset does not support eSIM technology or is carrier-locked, you qualify for a full refund. HelloRoam verifies compatibility before processing, and if your device cannot use our eSIM plans, you will not be charged.
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 follow our installation guide and still cannot connect to the network in a covered area, HelloRoam will assess your case for a partial or full refund. Persistent service failure in advertised coverage zones qualifies for review.
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
Send us your order details via email or WhatsApp chat
2
Provide Information
Tell us your reason for the refund and include any relevant information
3
Review & Approval
We review your request within 24-48 hours and send you a decision
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 the best eSIM experience. Manage your plans, track your data usage, and get support wherever you are in the world.
