Återbetalningspolicy
Senast uppdaterad: Maj 2026
Innehåll
1. Full Refund: Unactivated eSIM
Bokade du en resa till Thailand men fick ställa in? Köpte ett Japan-abonnemang men ändrade datumen? Inga problem. HelloRoam erbjuder full återbetalning för varje eSIM som inte aktiverats. Tänk på att ett eSIM inte kan överföras till en annan enhet efter installation.
Behörighetskrav:
- • 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
HelloRoam ger full återbetalning om din enhet inte stöder eSIM-teknik eller är operatörslåst på ett sätt som hindrar användning av tjänsten. Vi straffar inte dig för hårdvarubegränsningar.
Vanliga kompatibilitetsproblem:
- • 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
Följde du installationsstegen men kan fortfarande inte ansluta? Upplever du stora avbrott i ett täckt område? Du kan ha rätt till delvis eller full återbetalning. Kontakta support så utreder vi ärendet.
Kvalificerande tjänsteproblem:
- • 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
Kontakta support
Kontakta oss via e-post eller livechatt med ditt ordernummer och en beskrivning av problemet
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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.
Skaffa HelloRoam-appen
Ladda ner HelloRoam-appen för att hantera dina abonnemang, följa dataanvändning och kontakta support. Fungerar på iPhone och Android.
