Can I get a refund for my Hoam eSIM?

If your eSIM cannot be installed or used because of a technical problem on our side, you can ask for a refund or a replacement eSIM.

• Within 30 days: you can ask for a refund within 30 days of the purchase date, when activation is still not possible after our support team has worked through the problem with you. Your cooperation with the troubleshooting steps is needed for a refund to be granted.
• Installed eSIMs: once an eSIM is installed, it counts as used, so a purchase made by mistake cannot be refunded after installation.
• Unused data: each package has its own validity period, and data left when it ends is not refunded and cannot be transferred to another user or another eSIM.
• Other charges: we refund Hoam eSIM packages only. Under no circumstances do we refund, credit or compensate any charge from another phone, SIM card or provider, including roaming charges from your home carrier, hotel phones, or anything else not directly linked to your Hoam eSIM account.
• Incorrect charges: if you believe an invoice is wrong, let us know within 10 days of receiving it.
• Other requests: these are reviewed case by case. If a refund is approved, a processing fee may apply, and a refund is never more than the amount you paid.

To ask for a refund, contact our support team or write to [email protected].

The full policy is in section 6 of our Terms and conditions.