Politique de remboursement
Dernière mise à jour : Mai 2026
Table des matières
1. Full Refund: Unactivated eSIM
Tes plans de voyage ont changé ? On comprend que ça arrive. Tu peux demander un remboursement complet si ton eSIM n'a pas été activé.
Conditions d'admissibilité :
- • 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 complet disponibleDélai de traitement : 5 à 10 jours ouvrables
2. Device Compatibility Issues
Si ton appareil n'est pas compatible avec la technologie eSIM ou est verrouillé chez un transporteur, 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 disponibleUne vérification de l'appareil peut être requise
3. Service or Connection Issues
Si tu vis des problèmes de connexion persistants qui t'empêchent d'utiliser le service normalement, malgré notre guide de dépannage, tu peux faire une demande de remboursement.
Problèmes de service admissibles :
- • 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 completSelon l'utilisation et la gravité du problème
4. How to Request a Refund
1
Contacter le soutien
Contacte-nous par courriel ou par clavardage avec les détails de ta commande
2
Fournir les informations
Indique le motif du remboursement et tout détail pertinent
3
Évaluation et approbation
On traite ta demande dans les 24 à 48 heures
4
Recevoir le remboursement
Le remboursement est versé au moyen de paiement d'origine
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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