退款政策
最後更新： 2026年5月
目錄
1. Full Refund: Unactivated eSIM
預訂了日本行程但要取消？買了eSIM方案後更改了出行日期？沒問題。任何未啟用的HelloRoam eSIM均可申請全額退款。請注意：eSIM一旦安裝至某部裝置，便無法轉移至其他裝置。
申請資格：
- • 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
如您的手機不支援eSIM，或被電訊商鎖定而無法使用我們的服務，您有資格申請全額退款。我們不會因為硬件限制而向您收費。
常見兼容性問題：
- • 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
如您按照安裝步驟操作後仍無法連線，或在覆蓋地區遭遇嚴重服務中斷，您可申請部分或全額退款。請聯絡客服，我們會為您跟進調查。
符合資格的服務問題：
- • 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
聯絡客服
透過電郵或即時對話聯絡我們，並提供訂單編號及問題描述
提供詳情
說明退款原因並提供相關支持資料
我們審核您的個案
我們的團隊會在24至48小時內審核您的個案並直接回覆
退款發放
獲批退款將退回您原有的付款方式
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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