GENERAL TERMS AND CONDITIONS

1. APPLICABILITY OF TERMS AND CONDITIONS

These Terms and Conditions govern all services provided by ROAFLY LTD, henceforth referred to as "Roafly," particularly in relation to the reselling of prepaid eSIM services.

These Terms and Conditions are available on our website at https://www.roafly.com.

Roafly reserves the right to agree to different clauses only if such an agreement is established in writing.

 

2. DESCRIPTION OF SERVICES

2.1. eSIM RESELLING

Roafly specializes in the resale of prepaid eSIMs.

Customers can register and purchase their eSIMs through the Roafly website at https://www.roafly.com and/or the Roafly App. Our payments are exclusively processed through Stripe (https://stripe.com), utilizing a virtual credit card imprint for enhanced security.

 

2.2. REGISTRATION FOR USING ROAFLY SERVICES

To access and use Roafly's services, customers are required to accept these General Terms and Conditions. During registration via our web portal at https://www.roafly.com, customers must provide their first name, last name, address (for billing purposes), and email address, either directly or through an intermediary (e.g., hotels, travel agencies).

 

2.3. ROAFLY COMMITMENTS

Roafly endeavors to offer high-quality service to all customers. However, Roafly cannot guarantee uninterrupted service, timely delivery, security, or error-free operations.

 

2.4. CUSTOMER RESPONSIBILITIES

Customers must not use the equipment or services provided by Roafly in any manner that is abusive, illegal, fraudulent, or causes impairment or damage to the network.

Should a customer fail to adhere to these responsibilities as outlined in Sec. 2.4, Roafly reserves the right to suspend the service. Throughout any suspension period, customers are obligated to fulfill all payment requirements under this agreement, including for the suspended services.

 

2.5. DEVICE COMPATIBILITY

It is the customer's responsibility to ensure their device supports eSIM technology and is not carrier-locked. Compatibility may vary based on the device's manufacturer, model, carrier, and country of origin. An eSIM compatibility list is available during checkout for reference.

By confirming their device's compatibility with eSIM technology at checkout, customers acknowledge their responsibility for the accuracy of this information. Note that the eSIM compatibility list is continually updated and may not include the very latest eSIM-compatible devices.

 

3. COMMENCEMENT, DURATION, AND TERMINATION OF THE CONTRACT

The service agreement between Roafly and the Customer is established at the moment the Customer completes their order on the Roafly website (https://www.roafly.com) or through the Roafly app.

It is the Customer's responsibility to activate the eSIM and to acknowledge the Activation Policy provided by Roafly.

The agreement will be considered terminated under any of the following conditions: if the Customer does not have an active data plan, or if the eSIM has been removed from the intended device.

 

4. CHARGES AND PAYMENT

4.1. PAYMENT CONDITIONS

The only supported payment method for Roafly services is via Credit/Debit Card through Stripe (https://stripe.com).

All payments will be processed in US Dollars ($).

Transactions made by credit card are secured and processed through Stripe, ensuring the safety and confidentiality of your financial information.

 

4.2. CHARGES FOR USE

4.2.1. Roafly declares that all charges for its services are inclusive of VAT, unless explicitly stated otherwise.

4.2.2. Customers are not permitted to deduct any of their claims from the charges owed to Roafly, except in cases where the customer's claims are undisputed or have been validated by a final court judgment.

 

5. DELIVERY

Upon completion of their purchase, Customers will immediately find their purchased eSIM under the "My eSIMs" section on the ROAFLY website (https://www.roafly.com) and/or the ROAFLY app. A confirmation email will be sent following the purchase. Installation instructions and all necessary eSIM information are exclusively available within the user's ROAFLY account.

 

6. REFUND / CANCELLATION / MODIFICATION POLICY

Customers are entitled to request a refund or eSIM replacement if the eSIM fails to install or function due to a technical issue attributable to ROAFLY.

 

6.1. REFUNDS AND CANCELLATION

Policies and Guidelines

• Refund requests must be submitted within thirty (30) days from the purchase date if activation becomes impossible despite thorough troubleshooting efforts.
• Active cooperation is required from the Customer to resolve the issue for a refund to be considered.
• Each data package comes with a specific validity period; no refunds are provided for unused data post-expiration.
• Compensation for external charges (alternate phones, SIM cards, providers, hotel phones) is not provided.
• ROAFLY reserves the right to deny refunds for purchases deemed fraudulent, abusive, or in violation of our Terms and Conditions.
• Unauthorized purchases will undergo investigation; account suspension may occur if fraud is detected.
• Installed eSIMs are considered used and are not eligible for refunds.
• Disputed charges must be reported within twelve (12) days of invoice receipt, detailing the dispute and the considered due amount.
• eSIMs acquired with Roamoney from vouchers can be replaced within 30 days of purchase.
• Non-standard refund requests are reviewed case-by-case; approved refunds may incur a processing fee. Refund claims must not exceed the total amount paid.

Use of Roamoney

• Roamoney is a rewards system exclusive to ROAFLY, offering 5% cashback as Roamoney for eligible purchases.
• Roamoney cannot be earned when a discount or referral reward is applied.
• Roamoney can be used solely for purchases on ROAFLY or combined with Stripe payments.
• The Roamoney reward is proportional to the amount paid via Stripe.
• Roamoney in a customer's account is non-convertible and non-transferable.
• Purchases made with Roamoney are credited as Roamoney in the customer's account.

 

Refund Process

To initiate a refund, contact ROAFLY support through the website or email support@roafly.com, adhering to our outlined policies.

Customers seeking refunds may be requested to provide additional information or evidence (e.g., screenshots, detailed explanations).

Refunds are processed back to the original payment method or as Roamoney credit, subject to our policies.

 

6.2. MODIFICATION

ROAFLY's eSIM data packages are provided as-is, without the possibility for modifications or customizations post-purchase.

 

7. LIABILITY AND WARRANTY

ROAFLY LTD is not liable for any inconveniences or damages resulting from the unavailability of our service. While we strive to ensure reliable service, ROAFLY LTD does not warrant uninterrupted or flawless availability of network services.

For any inquiries or requests, please reach out to us via email at support@roafly.com, or you can contact us through:

• Address: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
• Phone: +44 117 473 0039

We are committed to providing quality customer support and will do our best to assist you with any issues or questions you might have regarding our services.