Política de Reembolso
Última actualização: Maio de 2026
Índice
1. Full Refund: Unactivated eSIM
Os seus planos mudaram? Compreendemos que isso acontece. Pode solicitar um reembolso total se o seu eSIM não tiver sido ativado.
Requisitos de Elegibilidade:
- • 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
Reembolso Total DisponívelPrazo de processamento: 5 a 10 dias úteis
2. Device Compatibility Issues
Se o seu dispositivo não for compatível com a tecnologia eSIM ou estiver bloqueado por operador, impedindo-o de utilizar o nosso serviço, tem direito a um reembolso total.
Problemas de Compatibilidade Comuns:
- • Device does not support eSIM technology
- • Device is locked to a specific carrier
- • Software or firmware compatibility blocks activation
- • Regional device restrictions prevent use
Reembolso Total DisponívelPode ser necessária a verificação do dispositivo
3. Service or Connection Issues
Se tiver problemas de conectividade persistentes que o impeçam de utilizar o serviço conforme previsto, apesar de ter seguido o nosso guia de resolução de problemas.
Problemas de Serviço Elegíveis:
- • 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
Reembolso Parcial/TotalCom base no consumo e na gravidade do problema
4. How to Request a Refund
1
Contactar o Apoio
Contacte-nos por e-mail ou chat com os detalhes da sua encomenda
2
Fornecer Informações
Indique o motivo do reembolso e quaisquer detalhes relevantes
3
Análise e Aprovação
Analisaremos o seu pedido no prazo de 24 a 48 horas
4
Receber o Reembolso
Reembolso processado para o método de pagamento original
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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