Kebijakan Refund
Terakhir diperbarui: Mei 2026
Daftar Isi
1. Full Refund: Unactivated eSIM
Beli paket Jepang tapi jadwal perjalanan berubah? Tidak masalah. HelloRoam memberikan refund penuh untuk eSIM yang belum diaktifkan. Perlu diingat: setelah eSIM dipasang di perangkat, eSIM tidak dapat dipindahkan ke perangkat lain.
Syarat Kelayakan:
- • 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
2. Device Compatibility Issues
Jika ponsel Anda tidak mendukung eSIM, atau terkunci ke operator yang memblokir layanan kami, Anda berhak mendapat refund penuh. Kami tidak menghukum Anda atas keterbatasan perangkat keras.
Masalah Kompatibilitas yang Umum:
- • Device does not support eSIM technology
- • Device is locked to a specific carrier
- • Software or firmware compatibility blocks activation
- • Regional device restrictions prevent use
3. Service or Connection Issues
Jika Anda mengikuti panduan pemasangan kami dan masih tidak dapat terhubung, atau mengalami gangguan layanan yang signifikan di area yang tercakup, Anda mungkin berhak mendapat refund sebagian atau penuh. Hubungi dukungan dan kami akan menyelidikinya.
Masalah Layanan yang Memenuhi Syarat:
- • 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
4. How to Request a Refund
Hubungi Dukungan
Hubungi kami melalui email atau live chat dengan nomor pesanan dan masalah Anda
Bagikan Detailnya
Sampaikan alasan refund dan bagikan detail pendukung yang relevan
Kami Tinjau Kasus Anda
Tim kami meninjau kasus Anda dalam 24-48 jam dan merespons langsung
Refund Diproses
Refund yang disetujui dikembalikan ke metode pembayaran asli Anda
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.
Dapatkan Aplikasi HelloRoam
Dapatkan aplikasi HelloRoam untuk mengelola paket, memantau penggunaan data, dan menghubungi dukungan kapan saja. Tersedia untuk iPhone dan Android.
