HelloRoam je globalni pružatelj eSIM-a koji nudi trenutne mobilne podatke u više od 185 zemalja. Kupite prepaid eSIM pakete bez dodatnih troškova, bez ugovora i s trenutnom aktivacijom.

Politika povrata novca

Zadnje ažuriranje: Svibanj 2026

Sadržaj

1. Puni povrat: neaktiviran eSIM
2. Problemi s kompatibilnošću uređaja
3. Problemi s uslugom ili povezivanjem
4. Kako podnijeti zahtjev za povrat
5. EU and EEA Withdrawal Right
6. UK Consumer Rights
7. Refund Processing Times

1. Full Refund: Unactivated eSIM

Rezervirali ste putovanje pa ga morali otkazati? Kupili ste plan za Japan, ali promijenili datume? Nema problema. Možete dobiti puni povrat za svaki HelloRoam eSIM koji nije aktiviran. Imajte na umu: kada se eSIM jednom instalira na uređaj, ne može se prenijeti na drugi uređaj.

Uvjeti prihvatljivosti:

• 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

Dostupan puni povratRok obrade: 5 do 10 radnih dana

2. Device Compatibility Issues

Ako vaš mobitel ne podržava eSIM ili je zaključan na operatera koji blokira našu uslugu, imate pravo na puni povrat. Nećete biti kažnjeni zbog ograničenja hardvera.

Uobičajeni problemi s kompatibilnošću:

• Device does not support eSIM technology
• Device is locked to a specific carrier
• Software or firmware compatibility blocks activation
• Regional device restrictions prevent use

Puni povrat dostupanProvjera uređaja može biti potrebna prije obrade zahtjeva

3. Service or Connection Issues

Ako ste slijedili sve korake postavljanja, a i dalje se ne možete spojiti, ili naiđete na ozbiljne smetnje u pokrivenom području, možda imate pravo na djelomičan ili puni povrat. Kontaktirajte podršku i mi ćemo istražiti slučaj.

Prihvatljivi problemi s uslugom:

• 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

Djelomični ili puni povratOvisno o iskorištenim podacima i ozbiljnosti problema

4. How to Request a Refund

Kontaktirajte podršku

Javite nam se e-poštom ili putem chata s brojem narudžbe i opisom problema

Podijelite detalje

Opišite razlog zahtjeva i priložite sve relevantne podatke

Pregledavamo vaš slučaj

Naš tim pregleda vaš slučaj u roku od 24 do 48 sati i odgovara izravno

Povrat je izvršen

Odobreni povrati vraćaju se na originalnu metodu plaćanja

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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