Politique de remboursement
Dernière mise à jour : Mai 2026
Sommaire
1. Full Refund: Unactivated eSIM
Tes projets de voyage ont changé ? Ça arrive à tout le monde. Tu peux demander un remboursement complet si ton eSIM n'a pas été activée. La politique de remboursement eSIM de HelloRoam est conçue pour être pratique et sans mauvaise surprise.
Conditions d'éligibilité :
- • 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
Remboursement à 100 % possibleDélai de traitement : 5 à 10 jours ouvrables
2. Device Compatibility Issues
Si ton GSM n'est pas compatible avec la technologie eSIM ou est bloqué sur un opérateur, ce qui t'empêche d'utiliser notre service, tu as droit à un remboursement complet.
Problèmes de compatibilité courants :
- • Device does not support eSIM technology
- • Device is locked to a specific carrier
- • Software or firmware compatibility blocks activation
- • Regional device restrictions prevent use
Remboursement complet possibleUne vérification de l'appareil peut être demandée
3. Service or Connection Issues
Si tu rencontres des problèmes persistants de connexion qui t'empêchent d'utiliser le service normalement, malgré le suivi de notre guide de dépannage, HelloRoam examine ta demande de remboursement.
Problèmes de service éligibles :
- • 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
Remboursement partiel ou completBasé sur l'utilisation et la gravité du problème
4. How to Request a Refund
1
Contacter l'assistance
Contacte-nous par e-mail ou chat en direct avec les détails de ta commande
2
Fournir les informations
Indique le motif de ta demande de remboursement et tout détail utile
3
Examen et approbation
Nous examinons ta demande dans un délai de 24 à 48 heures
4
Recevoir le remboursement
Le remboursement est traité sur le moyen de paiement initial
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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