Política de reembolso
Última actualización: Mayo de 2026
Tabla de contenidos
1. Full Refund: Unactivated eSIM
¿Has reservado un viaje a Cancún y has tenido que cancelarlo? ¿Has comprado un plan para Japón y has cambiado las fechas? Sin problema. Puedes obtener un reembolso completo de cualquier eSIM de HelloRoam que no hayas activado. Ten en cuenta que, una vez instalada una eSIM en un dispositivo, no puede transferirse a otro móvil.
Requisitos de elegibilidad:
- • 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
Reembolso al 100 % disponiblePlazo de tramitación: 5-10 días laborables
2. Device Compatibility Issues
Si tu móvil no es compatible con eSIM, o está bloqueado por un operador que impide nuestro servicio, tienes derecho a un reembolso completo. No te penalizamos por las limitaciones del hardware.
Problemas de compatibilidad más comunes:
- • Device does not support eSIM technology
- • Device is locked to a specific carrier
- • Software or firmware compatibility blocks activation
- • Regional device restrictions prevent use
Reembolso completo disponiblePuede requerirse verificación del dispositivo antes de procesar el reembolso
3. Service or Connection Issues
Si has seguido nuestros pasos de configuración y aún no puedes conectarte, o experimentas interrupciones graves del servicio en una zona con cobertura, puede que tengas derecho a un reembolso parcial o total. Contacta con soporte y lo investigaremos.
Problemas de servicio que dan derecho a reembolso:
- • 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
Reembolso parcial o totalSegún los datos usados y la gravedad del problema
4. How to Request a Refund
1
Contacta con soporte
Contáctanos por correo o chat en directo con tu número de pedido y el problema
2
Comparte los detalles
Cuéntanos por qué necesitas un reembolso y comparte los detalles relevantes
3
Revisamos tu caso
Nuestro equipo revisa tu caso en 24-48 horas y te responde directamente
4
Reembolso emitido
Los reembolsos aprobados se devuelven al método de pago original
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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