退款政策
最後更新： 2026年5月
目錄
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
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
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
4. How to Request a Refund
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
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
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
退款完成
核准的退款將退回你的原付款方式
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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