Politika vračil
Zadnja posodobitev: Maj 2026
Vsebina
1. Full Refund: Unactivated eSIM
HelloRoam ponuja polno povračilo, če vaš eSIM ni bil aktiviran. Potovalni načrti se spremenijo. Vložite zahtevo za povračilo v 180 dneh od nakupa in jo bomo obdelali.
Zahteve za upravičenost:
- • 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
Na voljo 100% povračiloČas obdelave: 5 do 10 delovnih dni
2. Device Compatibility Issues
HelloRoam vrne celoten znesek, če vaša naprava ne podpira tehnologije eSIM ali je zaklenjena na operaterja, kar vam preprečuje uporabo naše storitve.
Pogoste težave z združljivostjo:
- • Device does not support eSIM technology
- • Device is locked to a specific carrier
- • Software or firmware compatibility blocks activation
- • Regional device restrictions prevent use
Na voljo polno povračiloMorda bo potrebna preveritev naprave
3. Service or Connection Issues
HelloRoam upošteva povračilo, če naletite na trajajoče težave s povezljivostjo, ki vam preprečujejo uporabo storitve kot je predvideno, po sledenju našemu vodniku za odpravljanje napak.
Upravičene težave s storitvijo:
- • 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
Delno/polno povračiloGlede na porabo in resnost težave
4. How to Request a Refund
1
Obrnite se na podporo
Obrnite se na nas po e-pošti ali klepetu s pripravljenimi podrobnostmi naročila.
2
Zagotovite informacije
Sporočite nam razlog za povračilo in delite vse ustrezne podrobnosti.
3
Pregled in odobritev
Vašo zahtevo pregledamo v 24 do 48 urah.
4
Prejmite povračilo
Povračilo poslano na originalni plačilni način.
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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