退款政策
最後更新： 2026年1月
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
可獲全額退款處理時間： 5至10個工作天
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
可獲全額退款處理前可能需要驗證裝置資訊
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
可獲部分或全額退款根據已用數據及問題嚴重程度而定
4. How to Request a Refund
1
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
2
提供詳情
說明退款原因並提供相關支持資料
3
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
4
退款發放
獲批退款將退回您原有的付款方式
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.
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