退款政策

最近更新： 2026年5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

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

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

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

退款到账

批准的退款将退回至您的原始支付方式

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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