Polisi Bayaran Balik
Kemas kini terakhir: Mei 2026
Kandungan
1. Full Refund: Unactivated eSIM
Rancangan perjalanan berubah? HelloRoam faham perkara ini boleh berlaku secara tiba-tiba. Anda boleh meminta bayaran balik penuh jika eSIM anda belum diaktifkan.
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
Bayaran Balik 100% TersediaMasa pemprosesan: 5-10 hari bekerja
2. Device Compatibility Issues
Jika peranti anda tidak serasi dengan teknologi eSIM atau terkunci kepada pembawa tertentu yang menghalang anda menggunakan perkhidmatan kami, anda layak mendapat bayaran balik penuh.
Isu Keserasian Lazim:
- • Device does not support eSIM technology
- • Device is locked to a specific carrier
- • Software or firmware compatibility blocks activation
- • Regional device restrictions prevent use
Bayaran Balik Penuh TersediaPengesahan peranti mungkin diperlukan
3. Service or Connection Issues
Jika anda mengalami isu sambungan berterusan yang menghalang anda menggunakan perkhidmatan sebagaimana yang dirancang, walaupun setelah mengikuti panduan penyelesaian masalah kami.
Isu Perkhidmatan yang Layak:
- • 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
Bayaran Balik Separa/PenuhBerdasarkan penggunaan dan keterukan isu
4. How to Request a Refund
1
Hubungi Sokongan
Hubungi kami melalui e-mel atau sembang dengan butiran pesanan anda
2
Berikan Maklumat
Kongsikan sebab bayaran balik dan sebarang butiran berkaitan
3
Semakan & Kelulusan
Kami akan menyemak permintaan anda dalam masa 24-48 jam
4
Terima Bayaran Balik
Bayaran balik diproses ke kaedah pembayaran asal
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.
Excellent
Trustpilot
4.3 out of 5Dapatkan Aplikasi HelloRoam
Muat turun aplikasi untuk pengalaman eSIM terbaik. Urus pelan, jejak penggunaan, dan dapatkan sokongan di mana sahaja.
5.0
App Store rating
4.3
Trustpilot
