Politika povraćaja novca
Poslednje ažuriranje: Мај 2026
Sadržaj
1. Full Refund: Unactivated eSIM
Rezervisali ste putovanje u Grčku, ali ste morali da ga otkažete? Kupili ste plan za Nemačku, ali ste promenili datume? Nema problema. Možete da dobijete puni povraćaj novca za svaki HelloRoam eSIM koji nije aktiviran. Imajte u vidu: kada se eSIM instalira na uređaj, ne može se preneti na drugi uređaj.
Uslovi za ostvarivanje prava:
- • 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
Dostupan povraćaj od 100%Rok obrade: 5 do 10 radnih dana
2. Device Compatibility Issues
Ako Vaš telefon ne podržava eSIM ili je zaključan za operatera koji blokira našu uslugu, imate pravo na puni povraćaj novca. Ne snosite posledice zbog tehničkih ograničenja uređaja.
Česti problemi sa kompatibilnošću:
- • Device does not support eSIM technology
- • Device is locked to a specific carrier
- • Software or firmware compatibility blocks activation
- • Regional device restrictions prevent use
Dostupan puni povraćaj novcaProvera uređaja može biti potrebna pre obrade zahteva
3. Service or Connection Issues
Ako ste pratili naše korake za podešavanje, a i dalje ne možete da se povežete, ili doživite veće prekide usluge u pokrivenoj oblasti, možda imate pravo na delimičan ili puni povraćaj novca. Kontaktirajte podršku i mi ćemo istražiti slučaj.
Problemi sa uslugom koji daju pravo na povraćaj:
- • 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
Delimičan ili puni povraćaj novcaNa osnovu iskorišćenih podataka i ozbiljnosti problema
4. How to Request a Refund
1
Kontaktirajte podršku
Pišite nam putem imejla ili živog četa sa brojem porudžbine i opisom problema
2
Podelite detalje
Objasnite nam zašto tražite povraćaj novca i podelite sve relevantne detalje
3
Pregledamo Vaš slučaj
Naš tim pregleda Vaš slučaj u roku od 24 do 48 sati i direktno Vas kontaktira
4
Povraćaj novca je izvršen
Odobreni povraćaj novca vraća se na Vaš originalni način plaćanja
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 5(50 reviews)Preuzmite HelloRoam aplikaciju
Preuzmite HelloRoam aplikaciju da biste upravljali planovima, pratili potrošnju podataka i stupili u kontakt sa podrškom u hodu. Radi na iPhone i Android uređajima.
4.8
App Store rating
4.3
Trustpilot
