Sera ya Urejeshaji
Ilisasishwa mwisho: Mei 2026
Yaliyomo
1. Full Refund: Unactivated eSIM
Ulipanga safari lakini ukabatilisha? Ulinunua mpango wa Japani lakini ukabadilisha tarehe zako? Hakuna shida. Unaweza kupata urejeshaji kamili kwa eSIM yoyote ya HelloRoam ambayo haijawashwa. Kumbuka: eSIM ikiisha sakinishwa kwenye kifaa, haiwezi kuhamishiwa kifaa kingine.
Mahitaji ya Ustahili:
- • 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
Ikiwa simu yako haitumii eSIM, au imefungwa kwa mtoa huduma anayezuia huduma yetu, unastahili urejeshaji kamili. Hatukuadhibu kwa mipaka ya vifaa.
Matatizo ya Kawaida ya Uoanifu:
- • 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
Ukifuata hatua zetu za usanidi lakini bado huwezi kuungana, au ukipitia usumbufu mkubwa wa huduma katika eneo linalofunikwa, unaweza kustahili urejeshaji wa sehemu au kamili. Wasiliana na msaada na tutachunguza.
Matatizo ya Huduma Yanayostahili:
- • 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
Wasiliana na Msaada
Wasiliana nasi kwa barua pepe au mazungumzo ya moja kwa moja ukiwa na nambari yako ya agizo na tatizo
Shiriki Maelezo
Tuambie kwa nini unahitaji urejeshaji na ushiriki maelezo yoyote ya ziada
Tunaangalia Kesi Yako
Timu yetu inaangalia kesi yako ndani ya masaa 24 hadi 48 na kujibu moja kwa moja
Urejeshaji Umetolewa
Marejesho yaliyoidhinishwa yanarudishwa kwa njia yako ya asili ya malipo
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.
Pata Programu ya HelloRoam
Pata programu ya HelloRoam ili kudhibiti mipango yako, kuangalia matumizi ya data, na kuwasiliana na msaada ukiwa njiani. Inafanya kazi kwenye iPhone na Android.
