환불 정책
최종 업데이트: 2026년 5월
목차
1. Full Refund: Unactivated eSIM
일본 여행을 예약했다가 취소해야 했나요? 날짜가 바뀌어 태국 요금제를 사용 못 하게 됐나요? 괜찮아요. 활성화되지 않은 HelloRoam eSIM에 대해 전액 환불을 받을 수 있어요. 한 가지 참고: eSIM은 기기에 설치되면 다른 기기로 이전할 수 없어요.
자격 요건:
- • 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
스마트폰이 eSIM을 지원하지 않거나, 당사 서비스를 차단하는 통신사에 잠겨 있다면 전액 환불을 받을 수 있어요. 하드웨어 한계로 인한 불이익은 없어요.
일반적인 호환성 문제:
- • 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
설치 단계를 따랐는데도 연결이 안 되거나, 커버리지 지역에서 대규모 서비스 장애가 발생한 경우 부분 또는 전액 환불을 받을 수 있어요. 지원팀에 문의하면 조사해 드릴게요.
환불 가능한 서비스 문제:
- • 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
지원팀에 문의
이메일이나 라이브 채팅으로 주문 번호와 문제를 알려주세요
세부 정보 공유
환불이 필요한 이유와 관련 세부 정보를 공유해주세요
케이스 검토
팀이 24-48시간 이내에 케이스를 검토하고 직접 답변해 드려요
환불 완료
승인된 환불은 원래 결제 수단으로 돌아가요
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.
HelloRoam 앱 받기
HelloRoam 앱으로 요금제를 관리하고, 데이터 사용량을 확인하며, 이동 중에도 지원을 받으세요. iPhone과 Android에서 작동해요.
