退款政策
最後更新： 2026年1月
1. Full Refund: Unactivated eSIM
訂了日本行程卻臨時取消？買了方案但後來更改了行程日期？沒關係。只要 HelloRoam eSIM 尚未啟用，即可申請全額退款。請注意：eSIM 一旦安裝至裝置，即無法轉移至其他裝置。
退款資格條件：
- • 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
可申請全額退款處理時間： 5 至 10 個工作天
2. Device Compatibility Issues
如果你的手機不支援 eSIM，或被電信業者鎖定而無法使用我們的服務，你有資格申請全額退款。我們不會因為裝置硬體限制而讓你蒙受損失。
常見相容性問題：
- • Device does not support eSIM technology
- • Device is locked to a specific carrier
- • Software or firmware compatibility blocks activation
- • Regional device restrictions prevent use
可申請全額退款處理前可能需要進行裝置驗證
3. Service or Connection Issues
如果你已按照安裝步驟操作但仍無法連線，或在 HelloRoam 覆蓋範圍內發生重大服務中斷，你可能有資格申請部分或全額退款。請聯絡客服，我們會進行調查並盡快回覆。
符合退款資格的服務問題：
- • 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
可申請部分或全額退款依已使用流量與問題嚴重程度而定
4. How to Request a Refund
1
聯絡客服
透過電子郵件或即時聊天聯絡我們，提供你的訂單編號與問題說明
2
提供詳情
告訴我們你需要退款的原因，並提供相關補充資料
3
我們審核你的案件
我們的團隊將在24至48小時內審核你的案件並直接回覆
4
退款完成
核准的退款將退回你的原付款方式
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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