退款政策
最近更新： 2026年1月
1. Full Refund: Unactivated eSIM
预订了行程但临时取消？买了日本套餐但更改了日期？没关系。任何尚未激活的 HelloRoam eSIM 均可申请全额退款。请注意：eSIM 一旦安装到设备上，将无法转移到其他设备。
申请条件：
- • 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
可申请全额退款处理时间： 5-10个工作日
2. Device Compatibility Issues
如果您的手机不支持 eSIM，或被运营商锁定无法使用我们的服务，您有资格申请全额退款。我们不会因硬件限制而让您承担损失。
常见兼容性问题：
- • Device does not support eSIM technology
- • Device is locked to a specific carrier
- • Software or firmware compatibility blocks activation
- • Regional device restrictions prevent use
可申请全额退款处理前可能需要验证设备
3. Service or Connection Issues
如果您按照我们的安装步骤操作后仍无法连接，或在覆盖区域内遭遇重大服务中断，您可能有资格申请部分或全额退款。请联系客服，我们会进行调查。
符合条件的服务问题：
- • 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
可申请部分或全额退款根据已使用流量和问题严重程度决定
4. How to Request a Refund
1
联系客服
通过邮件或在线聊天联系我们，提供您的订单号和问题描述
2
提供详细信息
告知我们您需要退款的原因，并提供相关支持材料
3
我们审核您的案例
我们的团队将在24-48小时内审核您的案例并直接回复
4
退款到账
批准的退款将退回至您的原始支付方式
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.
下载 HelloRoam 应用
下载 HelloRoam 应用，随时管理套餐、查看流量使用情况，并随时获取支持。支持 iPhone 和 Android。
