Zásady vrátenia peňazí
Posledná aktualizácia: Máj 2026
Obsah
1. Full Refund: Unactivated eSIM
Zrušili vám let do Prahy alebo ste si kúpili plán pre Chorvátsko a zmenili termín? Bez problémov. Plné vrátenie peňazí získate za každý eSIM HelloRoam, ktorý nebol aktivovaný. Majte na pamäti: po nainštalovaní eSIM na zariadení ho nemožno preniesť na iné zariadenie.
Podmienky nároku:
- • 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
Ak váš telefón eSIM nepodporuje alebo je viazaný na operátora, ktorý blokuje naše služby, máte nárok na plné vrátenie peňazí. Za obmedzenia hardvéru vás nebudeme postihovať.
Bežné problémy s kompatibilitou:
- • 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
Ak ste správne postupovali podľa nášho návodu a spojenie stále nefunguje, alebo ak zažijete výrazné výpadky služby v pokrytej zóne, môžete mať nárok na čiastočné alebo plné vrátenie peňazí. Kontaktujte podporu a situáciu preveríme.
Oprávnené problémy so službou:
- • 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
Kontaktujte podporu
Kontaktujte nás e-mailom alebo cez živý chat s číslom objednávky a popisom problému
Opíšte situáciu
Povedzte nám, prečo žiadate o vrátenie peňazí, a priložte všetky potrebné podrobnosti
Preveríme váš prípad
Náš tím preverí váš prípad do 24 až 48 hodín a odpovie priamo vám
Vrátenie peňazí prebehne
Schválené vrátenie peňazí bude odoslané na váš pôvodný platobný spôsob
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.
Stiahnite si aplikáciu HelloRoam
Stiahnite si aplikáciu HelloRoam a spravujte svoje plány, sledujte spotrebu dát a kontaktujte podporu odkiaľkoľvek. Funguje na iPhone aj Androide.
