eSIM Refund Policy
Last updated: May 2026
Contents
1. Full Refund: Unactivated eSIM
Booked a trip to Cancun and had to cancel? Bought a Japan plan but changed your dates? No problem. You can get a full refund on any HelloRoam eSIM that hasn't been activated. Keep in mind: once an eSIM is installed on a device, it cannot be transferred to another device.
Eligibility Requirements:
- • 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
If your phone doesn't support eSIM, or it's locked to a carrier that blocks our service, you qualify for a full refund. We don't penalize you for hardware limitations.
Common Compatibility Issues:
- • 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
If you followed our setup steps and still can't connect, or experience major service disruptions in a covered area, you may qualify for a partial or full refund. Contact support and we'll investigate.
Qualifying Service Issues:
- • 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
Contact Support
Contact us by email or live chat with your order number and issue
Share the Details
Tell us why you need a refund and share any supporting details
We Review Your Case
Our team reviews your case within 24-48 hours and responds directly
Refund Issued
Approved refunds go back to your original payment method
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 equivalent 14-day cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (SI 2013/3134), as retained in UK law. The same conditions apply: the cancellation period ends when you scan the QR code and install the eSIM profile on your device.
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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