Política de Reembolsos
Última actualización: Mayo de 2026
Contenido
1. Full Refund: Unactivated eSIM
¿Planeabas ir a Colombia o a la República Dominicana y tuviste que cancelar? ¿Compraste un plan para México y cambiaste tus fechas? No hay problema. Puedes obtener un reembolso completo en cualquier eSIM de HelloRoam que no hayas activado. Ten en cuenta que, una vez instalado el eSIM en un celular, no se puede transferir a otro dispositivo.
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 del 100% disponibleTiempo de procesamiento: 5 a 10 días hábiles
2. Device Compatibility Issues
Si tu celular no es compatible con eSIM o está bloqueado por un carrier que impide usar nuestro servicio, tienes derecho a un reembolso completo. Las limitaciones del hardware no son culpa tuya.
Problemas comunes de compatibilidad:
- • 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 DisponibleEs posible que se requiera verificar el dispositivo antes de procesar el reembolso
3. Service or Connection Issues
Si seguiste los pasos de configuración y aun así no puedes conectarte, o experimentas interrupciones de servicio en una zona de cobertura, puedes calificar para un reembolso parcial o completo. Contacta a soporte y revisamos tu caso.
Problemas de servicio que califican:
- • 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 CompletoSegún los datos consumidos y la gravedad del problema
4. How to Request a Refund
1
Contacta a Soporte
Escríbenos por correo o chat en vivo con tu número de pedido y descripción del problema
2
Comparte los Detalles
Cuéntanos por qué necesitas el reembolso y comparte los detalles de respaldo que tengas
3
Revisamos tu Caso
Nuestro equipo revisa tu caso en 24 a 48 horas y te responde directamente
4
Reembolso Emitido
Los reembolsos aprobados se acreditan 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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