Terms of Service

1. Who we are and what this document is

1.1 These Terms and Conditions ("Terms") are a contract between you and Roamlu ("Roamlu", "we", "us", "our").

1.2 Our company details. Roamlu is in the process of incorporating its operating company. Before we accept live payments, we will publish the company's full legal name, registered address, licence details and any tax registration on this page, and let account holders know.

1.3 How to contact us. For support, complaints, legal notices, privacy and data requests, and withdrawal or cancellation, email hello@roamlu.com. We reply to support messages within 5 working days. We answer data-protection requests within one month.

1.4 These Terms apply every time you create a Roamlu account, buy anything from us, or use our apps or website. If you do not accept them, do not use the service.

1.5 Our Privacy Policy explains what personal information we collect and what we do with it. It forms part of your agreement with us. If these Terms and the Privacy Policy conflict on a data question, the Privacy Policy governs.

1.6 Some parts of these Terms set extra rules for particular services. These are the fair use rules (clause 9), the emergency calls notice (clause 16) and the acceptable use rules (clause 21). They apply in full.

2. What we sell

2.1 Roamlu sells travel connectivity products. What you can buy depends on your market and on what is available at the time:

(a) eSIM data plans: a mobile data profile you install on an eSIM-capable phone. It gives you data in one or more countries, with a set allowance and a set period;

(b) a Roamlu number: a virtual phone number that works over the internet inside the Roamlu app, for calls and text messages (see clauses 14 to 18, and read clause 16 before you buy one);

(c) a VPN: an encrypted tunnel to a third-party VPN gateway (clause 19);

(d) an AI travel advisor: an in-app assistant that answers questions about travel connectivity (clause 20);

(e) a wallet, loyalty points, referral rewards and gift codes: the money and rewards features described in clause 13.

2.2 We sell to consumers. If you buy for a business, some of the consumer protections in these Terms will not apply to you, and clause 24.5 applies.

2.3 A data plan does not include calls or texts. A Roamlu eSIM gives you data only. To make or receive calls or texts through Roamlu, you must buy a Roamlu number separately. No plan includes a bundle or allowance of minutes.

3. We are a reseller, and what that means for you

3.1 Roamlu does not own or operate mobile networks, telephone exchanges or VPN servers. We buy capacity from third-party suppliers and resell it to you under our own name. Our current suppliers are:

(a) eSIM data: eSIM Access, which buys from local mobile operators in each country; (b) phone numbers, calls and text messages: Telnyx, a third-party licensed carrier; (c) VPN: OneConnect, which resells Private Internet Access; (d) payments: Stripe; (e) the AI advisor: Anthropic, with Mistral as a fallback.

We may change suppliers. If we do, these Terms still apply to what we supply.

3.2 We are the seller. You buy from Roamlu, not from our suppliers. You have no contract with them, so raise every problem with us first. We will not use our arrangements with suppliers as a reason to avoid our responsibility to you.

3.3 What we cannot control. We do not promise:

• the coverage, capacity, speed or availability of any mobile network;
• that a third party, such as your bank, will accept a Roamlu number;
• that a foreign network will not slow down or block a type of traffic;
• that a supplier will never have an outage.

Clause 10 explains how we describe coverage and speed. Clause 8 explains what you get if a service we sold you does not work.

3.4 If a supplier fails to deliver something you paid for, we are still responsible to you. Clause 8 applies: we try to put it right first, and if we cannot, we refund you.

3.5 Availability and local law.

(a) Not every product is available in every country. Check that a product is available and lawful where you will use it before you buy.

(b) Roamlu does not hold a telecommunications licence. Numbers, calls and messages are carried by third-party licensed carriers.

(c) Internet calling is restricted or prohibited in some countries, including the United Arab Emirates. Do not use a Roamlu number or Roamlu calling anywhere local law does not allow it. You are responsible for checking the law where you are.

4. Eligibility and your account

4.1 You must be at least 16 years old to hold a Roamlu account. If the law where you live sets a higher age for this kind of contract, the higher age applies.

4.2 You need an account to buy anything. You must be signed in to check out on our website or in the app. You cannot buy as a guest.

4.3 Registering. To register, you give us an email address, a phone number and a password. Where we offer sign-in with Google or Apple, you can use that instead of a password. We send a one-time code to your phone to confirm the number is yours. The code may arrive by WhatsApp or by SMS. If it is sent by WhatsApp, your phone number is passed to WhatsApp (Meta) to deliver it. Our Privacy Policy explains this process.

4.4 We do not ask for identity documents, passports, selfies or biometrics. We verify by phone only: we confirm you control the number, and we ask our carrier partner what type of line it is.

4.5 Line-type checks can fail. A number that is not identified as a mobile line fails our check. This means virtual numbers, landlines and some prepaid numbers may be rejected. If a product needs verification and yours fails, we may refuse to supply that product.

4.6 Keep your login details secure. You are responsible for activity on your account, unless it happens because of our failure. If you think someone else has access, tell us straight away at hello@roamlu.com.

4.7 One account per person. You may not sell, share or transfer your account.

5. Ordering: how a purchase works

5.1 Prices, plans and availability in the app and on the website come from our live catalogue. The price shown when you start checkout is a quote, and it is valid for a short time. If it expires, you will be asked to get a new one.

5.2 Your order is an offer to buy. The contract is formed when we accept it, which is when your payment is confirmed and we start supplying.

5.3 We take payment first, then supply. When you pay, we have not yet placed an order with our supplier. We only place it after our payment provider confirms that your payment succeeded. Clause 7 explains what happens if supply fails after that.

5.4 Numbers are not reserved while you browse. Someone else may buy the number you chose between the moment you saw it and the moment your payment is confirmed. If that happens, we will supply an equivalent number that is available in the same country, and tell you which number you received. We will not charge you more for it. If we cannot supply an equivalent number, we refund that number in full. If you need one specific number, you cannot count on getting it.

6. Prices, currency and tax

6.1 Prices are shown in the currency displayed in the app or on the website before you pay.

6.2 Where VAT or a similar tax applies, it is shown before you pay.

6.3 We do not charge extra for paying by card.

6.4 Receipts. We send a receipt for eSIM purchases paid by card.

6.5 If a price shown is obviously wrong, we may cancel the order and refund you in full instead of supplying at that price. If we do, we will tell you promptly.

7. Payment, and what happens if we cannot supply

7.1 You can pay by card, or from your Roamlu wallet if you have a balance in the right currency. Card payments are handled by Stripe. Your card details go directly from your device to Stripe and never reach our systems.

7.2 If supply fails after you pay, we refund you automatically. If our supplier cannot provide the eSIM or number you paid for, we mark the order as failed and refund the full payment. Card payments go back to the original payment method. Wallet payments go back to your wallet.

7.3 Orders with several items are refunded item by item. Suppose you buy several eSIMs or numbers in one order and only some are supplied. You keep the ones that worked, and we refund the share of the price, including tax, for the ones that did not. We tell you when this happens, and where we send a receipt (clause 6.4), it charges only for what was delivered.

7.4 Very occasionally, an automatic refund fails at the payment provider. If that happens, we complete it by hand. Card refunds can take several working days to appear, depending on your bank. If you were charged for something you did not receive and no refund has appeared, email hello@roamlu.com and we will sort it out.

7.5 When your eSIM arrives. Usually your eSIM is delivered within seconds of payment confirmation. It appears in the app, and a QR code is emailed to you. Sometimes our supplier does not return the profile straight away. Your order then stays "provisioning", with no eSIM to install, until the supplier delivers it. We cannot say how long that will take, and we do not send progress updates. The QR code email arrives when the profile does. If your order stays in provisioning, email hello@roamlu.com with your order reference and we will either fix it or refund you. An eSIM that is never delivered may be refunded if you ask within 30 days of purchase (clause 8.3).

8. Refunds

8.1 How to ask. There is no refund button. If a delivery or top-up fails, we refund you automatically (clauses 7.2 and 12.4). For any other refund, our support team handles your request. Email hello@roamlu.com with your order reference and a description of what went wrong. We reply within 5 working days.

8.2 If the service is faulty, we put it right or refund you. If something you bought does not work as described, we first try to fix it, for example by re-issuing an eSIM, replacing a plan, or solving the fault with our supplier. You are entitled to a full refund if we cannot fix it, refuse to fix it, or take an unreasonable time to fix it. This applies whether or not the eSIM was installed or the plan was activated.

8.3 Changing your mind about an eSIM plan. If nothing is wrong with the plan and you simply change your mind:

(a) an eSIM that has not been installed on a device can be refunded in full, as long as you ask within 30 days of purchase;

(b) once an eSIM has been installed or activated, it cannot be refunded, except where Roamlu fails to provide the service (clause 8.2);

(c) if your device turns out to be incompatible or carrier-locked after you installed the eSIM, we do not refund it. If you have not installed it, clause 8.3(a) applies and you get your money back.

8.4 Changing your mind about a Roamlu number. A number cannot be un-ordered from the carrier. Once a number has been delivered to your account, we do not refund it because you changed your mind. A number that could not be delivered is refunded automatically (clause 7.2). A delivered number that does not work as described is covered by clause 8.2.

8.5 A refund does not switch a plan off. If we refund an eSIM that is already installed and working, it may keep working until it expires or runs out of data. Do not use a plan you have been refunded for. If you do, we may charge you again or suspend your account.

8.6 We do not refund purchases made through a third party. If you bought a Roamlu product from a reseller or another platform, ask them.

8.7 Refunds and loyalty points. If an order is refunded, we remove any points you earned on it and return any points you spent on it. This will never take your points balance below zero.

8.8 Consumers in the European Union, the European Economic Area and the United Kingdom.

(a) If you are a consumer there, the law may give you the right to withdraw from a contract made online within 14 days, without giving a reason.

(b) Nothing in clause 8.3 or anywhere else in these Terms removes that right, or your statutory right to have a faulty service put right, or to a price reduction or cancellation if it cannot be.

(c) To withdraw, email hello@roamlu.com and tell us clearly. Include your name, the email address on your account and your order reference. You can use this wording: "I withdraw from my contract for the following service: [order reference], ordered on [date]."

8.9 Consumers in other countries. If the law of the country where you live gives you a right to cancel, withdraw or get a refund, nothing in these Terms removes it.

9. Fair use, and what "Unlimited" means

9.1 Some plans are labelled "Unlimited". The destination network may still apply a fair-use limit to them. Typically, this is a daily amount of data at full speed, after which your speed is reduced until the next period starts.

9.2 Where the destination network sets such limits, we show them in the plan details. If it matters to you, email hello@roamlu.com before you buy.

9.3 Any reduced speed is provided on a best-effort basis. We do not promise it will support any particular app or activity.

9.4 What you may not do with a data plan. Fair use stops a small number of very heavy users from making the service worse for everyone. You may not use a Roamlu data plan:

(a) for bulk machine-to-machine or automated data applications; (b) as a replacement for a fixed home or office internet connection; (c) for continuous, unattended streaming or downloading; (d) to resell the connection to anyone else.

9.5 What we do if you break clause 9.4. We take these steps in order, and we skip a step only if the abuse is causing immediate harm to a network:

1. we contact you;

2. we reduce your speed;

3. we suspend the affected plan;

4. we end the plan.

If we end a plan because you broke the rules, clause 22.4 sets out what you get back.

9.6 Hotspot and tethering. Whether you can share your connection as a hotspot, and any speed limits, depend on the destination network. Where the network sets these, we show them in the plan details. Do not assume every plan allows hotspot use. If it matters to you, email hello@roamlu.com before you buy.

10. Coverage, speed and network quality

10.1 We do not guarantee network coverage, capacity, speed or availability. Your connection is provided by third-party mobile operators through our supplier, so it depends on their networks.

10.2 Many things can affect coverage, including where you are standing, buildings and terrain, network congestion, maintenance, weather, faults on the host network, and your device and its settings.

10.3 When we show a network technology such as 4G or 5G for a country or plan, it is the best technology the local partner network may offer, if your device and location support it. You are not guaranteed to get it, and it is not a promised speed. We do not guarantee any particular data rate.

10.4 Our coverage information comes from our suppliers. We show it in good faith, but it can be wrong or out of date.

10.5 If a coverage failure means the plan does not deliver what we sold you, clause 8.2 applies.

11. Plans: validity, expiry and unused data

11.1 Each plan has a data allowance and a validity period. Both are shown before you buy.

11.2 When the validity period starts. Your plan's validity period starts when we deliver the eSIM to your account. It does not start when you install it, or when you first connect to a network abroad. For example, if you buy a plan two weeks before your trip, two weeks of its validity will already have passed when you land.

11.3 Buying before a trip. Because of clause 11.2, buy your plan close to when you travel.

11.4 Expiry. A plan ends when its validity period runs out or its data allowance is used up, whichever comes first. Expired plans stay visible in your account.

11.5 Unused data is not refunded and does not carry over. When a plan expires, any data left on it is lost. Adding data to a plan does not extend how long it lasts (see clause 12.3).

11.6 We do not send alerts. We do not send low-data, nearly-expired or expiry alerts by email, push notification or any other channel. Check your remaining data and your dates in the app.

11.7 Working out your expiry date. The app shows each plan's validity period and the date the eSIM was delivered to your account, labelled "Activated". Your plan ends that number of days after that date, or sooner if the data runs out.

11.8 Regional and global plans. A regional or global plan works in every country listed on the plan. In your list of eSIMs, it may be labelled with a single country code, which may not be the country you are in. The label does not limit where the plan works. The plan's country list does.

12. Top-ups

12.1 You can add data to an existing eSIM from the app. A top-up is a separate purchase, and you pay before the data is added.

12.2 A top-up buys the same package again. You cannot choose a size or price. A top-up adds the eSIM's original package again, at that plan's full current price plus any tax. So a top-up can cost as much as a new plan.

12.3 A top-up does not extend your plan. The plan's expiry date stays the same. If you top up near the end of a plan, the extra data expires with the plan and is not refunded.

12.4 Top-ups are not always possible. Some plans cannot be topped up, including some daily and unlimited packages. If you try, you may be charged and then refunded automatically when the supplier refuses the top-up. You will see the charge appear and then reverse.

12.5 Your remaining balance in the app is not live. It updates when you refresh the screen or when we next get usage figures from the supplier.

13. Wallet, loyalty points, referrals and gift codes

13.1 Wallet

(a) Your Roamlu wallet holds a balance you can spend on Roamlu products. It is not a bank account or a deposit, and it does not earn interest.

(b) You cannot withdraw wallet funds while your account is open. You cannot cash out, transfer or pay out your balance. It can only be spent inside Roamlu. Clause 13.1(f) explains what happens when your account is closed.

(c) Your wallet balance does not expire.

(d) Each wallet holds one currency. A balance in one currency cannot pay for something priced in another, and we do not convert between currencies.

(e) Paying from your wallet works differently from paying by card.

• By card: we supply the exact plan you selected.
• From your wallet: we supply the cheapest plan we have that matches the destination, data amount and duration you selected. It may not be the exact plan that was listed.

We do not send a receipt for purchases paid from your wallet.

(f) When your account is closed, we refund your wallet balance to you, unless it came from fraud or abuse. Clauses 22.4 and 23.3 explain this.

13.2 Loyalty points

(a) You earn points on paid orders, at the rates shown in the app.

(b) 100 points are worth 1 AED off an order. Points can pay for up to 50% of an order's value. When you apply points at checkout, they are held for 15 minutes and only used if your payment succeeds.

(c) Points do not expire. Any change to this would be a change to these Terms and would follow clause 26.

(d) If an order is refunded, we remove the points you earned on it and return the points you spent on it.

(e) Points have no cash value. You cannot sell them, transfer them or exchange them for money.

13.3 Referrals

(a) If someone signs up with your referral code and then makes their first paid eSIM purchase, you receive the referral reward shown in the app.

(b) The person you refer does not get a reward, unless a specific promotion says otherwise.

(c) The reward is only paid on the referred person's first paid eSIM order. Buying a Roamlu number, topping up a wallet, topping up an eSIM or starting a subscription does not count.

(d) A person can be linked to a referrer only once, and only they can do it, from their own account. You cannot refer yourself.

(e) Preventing abuse. When you sign up, we record your IP address and a device identifier to detect self-referral and fraud rings. We may hold a referral for manual review, refuse to pay it, or take back a reward if we reasonably believe the referral was not genuine.

13.4 Gift codes

(a) We issue gift codes. You cannot buy a gift card from Roamlu.

(b) Redeeming a code adds its value to your wallet, where clause 13.1 applies.

(c) Each account can redeem a code once, and only while the code is active and still valid. Some codes can only be redeemed a limited number of times in total.

(d) Each code is issued in one currency, and the credit goes into your wallet for that currency. It can only pay for things priced in that currency.

13.5 Abuse of rewards

If we reasonably believe you have manipulated the wallet, points, referral or gift-code systems, we may take back the benefit, suspend your account and, where money is involved, recover it. Examples include creating several accounts, using stolen payment details, or taking advantage of a pricing or promotion error. We will tell you why.

14. The Roamlu number: what it is and what it can do

14.1 A Roamlu number is a virtual phone number. Our carrier partner allocates it to us, and we make it available to you inside the Roamlu app. It works over the internet.

14.2 It needs the app and a data connection. The number will not receive calls or messages if your phone's operating system closes the app, your battery runs out, you have no internet, or your account is suspended.

14.3 With a Roamlu number you can:

(a) receive calls in the app; (b) make calls from the app; (c) send and receive text messages in the app.

14.4 What it cannot do. Read this before buying:

(a) It must not be used to contact emergency services. See clause 16.

(b) Many banks and online services will reject it. Virtual numbers can be identified as virtual. Banks, payment apps, ride-hailing services and social platforms often refuse to send verification or one-time codes to them. We cannot control this, we cannot get a number removed from another company's block list, and it is not a fault in our service. If you want a number to receive bank codes, do not buy one.

(c) It does not include any bundle of minutes or messages. See clause 2.3.

(d) It is not a replacement for a normal mobile line.

14.5 Some numbers cannot send or receive texts. We turn on messaging where our carrier partner supports it. Occasionally a number is delivered with calls only. If that happens, tell us at hello@roamlu.com and we will replace the number or refund it.

14.6 Where you can use it. Numbers, calls and messages are carried by third-party licensed carriers. Internet calling is restricted or prohibited in some countries, including the United Arab Emirates. Do not use a Roamlu number or Roamlu calling anywhere local law does not allow it (see clause 3.5). You must not use a Roamlu number to call or message premium-rate, special-service or non-geographic numbers, and such calls and messages may fail.

14.7 What it costs. The price of a number is shown before you buy. Even where that price is shown as a monthly figure, you pay it once, when you buy, and there is no automatic repeat charge. If we ever introduce repeat billing for numbers, we will give you notice under clause 26 before taking any repeat charge.

15. Your number is not your property

15.1 You do not own a Roamlu number. Numbers are allocated under national numbering plans, and all rights in them stay with us and our carrier partners.

15.2 You have the right to use the number while your account is in good standing and until you release it. That right is personal to you, is not exclusive, and cannot be transferred.

15.3 You may not sell, rent, sublicense, share or give the number to anyone else.

15.4 Moving numbers. We do not support moving (porting) numbers in or out. You cannot bring an existing number to Roamlu, and you cannot take a Roamlu number to another provider, except where the law requires us to allow it.

16. EMERGENCY CALLS: IMPORTANT, READ THIS

16.1 DO NOT USE ROAMLU TO CONTACT EMERGENCY SERVICES. Calls to emergency numbers such as 999, 112 or 911 made through the Roamlu app may fail. They may also reach the wrong emergency service, and they cannot share your location.

16.2 IN AN EMERGENCY, USE YOUR PHONE'S OWN DIALLER OR A LOCAL LINE, such as a hotel phone or a landline. Make sure you always have one of these available when you travel.

16.3 A ROAMLU eSIM IS DATA-ONLY. IT DOES NOT GIVE YOU A VOICE LINE OR A PHONE NUMBER.

16.4 Why. A Roamlu number is a virtual number that travels with you. It is not registered to a physical address with any emergency authority, and the network has no way of knowing where you are. An emergency call from the app may not go to the right local emergency centre, will not include your location, and may not connect at all.

16.5 Calls through the app will also fail if you have no internet connection, your battery is flat, your phone's operating system has closed the app, your account is suspended, or there is an outage at Roamlu or our carrier.

17. Calls, messages and your records

17.1 We keep records of your calls and messages: the numbers involved, the direction, the time, the outcome and the length, along with the technical event records our carrier sends us. We also keep the full text of every message you send and receive on a Roamlu number.

17.2 We do not record or transcribe what is said on calls.

17.3 Alerts for incoming messages are sent to your phone through Google's or Apple's push notification services. They include the sender's number and the message text.

17.4 Deleting a call from your history only hides it from you. The record stays in our systems, and our authorised staff can still see it. You cannot delete text messages in the app. To have your call records and messages erased, email hello@roamlu.com (see clause 23.4).

17.5 We may have to keep call and message records, or hand them over, to regulators, law-enforcement authorities, carrier partners and numbering authorities. Our Privacy Policy explains this.

17.6 Recording calls. If you record a call, you must follow the law where you and the other person are. Many countries require the other person's consent.

18. Suspension, release and loss of a number

18.1 You can release your Roamlu number from the app at any time.

18.2 Releasing a number is permanent. A released number goes back to the carrier's pool. It cannot be recovered, by you or anyone else, and we cannot give it back. If you have given the number to your bank, employer or family, releasing it will cut them off.

18.3 What happens when you release a number. You immediately stop being able to make calls and send messages. Your call history and message threads stay in your account.

18.4 We do not compensate you for a released number.

18.5 We may suspend or withdraw a number where clause 22 applies, where verification has failed or lapsed (clause 4.5), or where a regulator or carrier requires it.

19. The VPN

19.1 The Roamlu VPN creates an encrypted tunnel from your device to a gateway run by our supplier, OneConnect, which resells Private Internet Access.

19.2 What it does. It encrypts traffic between your device and the gateway, which helps on untrusted networks such as hotel and airport Wi-Fi. It also hides your real IP address from the websites and services you visit.

19.3 What it does not do.

(a) It does not hide your VPN use from Roamlu. We record every connection and disconnection, including which account it was, which server was chosen, and when. We do not record the content of your traffic or the sites you visit.

(b) The gateway operator sees your real IP address and data about your traffic. Their logging policy is their own, not ours.

(c) It does not make you anonymous, and it does not make illegal activity legal.

19.4 The in-app "kill switch" does not block traffic. The switch in the Roamlu app reconnects the tunnel automatically if it drops. Only your phone's own "Always-on VPN" setting can block traffic while the tunnel is down. On Android, we link you to that setting. On iOS, there is no such link.

19.5 Split tunnelling, which lets you choose apps that bypass the VPN, is available on Android only.

19.6 Using a VPN is restricted in some countries. The VPN is for privacy and security. Do not use it to get around lawful blocking, to reach services that are restricted where you are, or to hide or commit a crime. In the United Arab Emirates, using a VPN or a false IP address to commit a crime, or to stop one being discovered, is a criminal offence. You must follow the law where you are.

19.7 Advertising. Where the VPN is offered free of charge, you may see adverts from Google AdMob before you connect. Google receives your device's advertising identifier. You can reset or limit that identifier in your device settings. A paid VPN subscription removes these adverts.

19.8 Subscriptions. Where we offer a paid VPN subscription, it is available weekly, monthly or yearly, at the prices shown before you buy.

19.9 Cancelling a VPN subscription ends it immediately. Your access stops as soon as you cancel. The subscription does not run to the end of the period you paid for, and we do not refund the unused part. On a yearly plan, that can mean losing many months.

20. The AI travel advisor

20.1 The AI advisor answers questions about travel connectivity. It gives information only. Do not rely on it as advice. It is not legal, medical, financial or immigration advice.

20.2 It can be wrong. It may give prices, coverage or plan details that are inaccurate or out of date. Always check the plan page and your account before relying on anything it says.

20.3 The advisor cannot act on your account. It cannot buy anything, change your settings or move money.

20.4 What happens to what you type. Your messages and the advisor's replies are stored in your account. To generate a reply, your message and up to the last 20 turns of the conversation are sent to a third-party AI provider: Anthropic, or Mistral as a fallback. Nothing you type is removed or hidden before it is sent.

20.5 Do not type sensitive information into the advisor. That includes passwords, card numbers, identity-document numbers, health information, and anything about another person that they would not want shared.

20.6 Our authorised staff can see AI conversations for support and safety purposes.

21. Acceptable use: what you must not do

21.1 You must not use any Roamlu service to break the law, and you must follow the law of the country you are in.

21.2 You must not:

(a) resell, rent, sublicense, share or otherwise give anyone else any Roamlu plan, number, login or account; (b) use a Roamlu number for SIM-boxing, interconnect bypass, or any other kind of grey-route call or message termination; (c) send unwanted bulk messages, marketing messages, robocalls or automated calls; (d) send application-to-person (A2P) or bulk traffic, or run an SMS aggregation service, over a Roamlu number; (e) send phishing, smishing or vishing content, or pretend to be any person or organisation; (f) fake caller ID; (g) harass, threaten, defame or abuse anyone; (h) send content that is illegal where you are or where the recipient is; (i) interfere with, overload or try to get unauthorised access to our systems or any network we or our suppliers use; (j) use automated tools to scrape, probe or bulk-query our services; (k) reverse engineer our apps or try to extract login credentials or keys from them; (l) break clause 9.4 (fair use) or clause 19.6 (VPN misuse).

21.3 Spending controls. We may set and enforce spending or usage limits on your account. We may also stop traffic immediately if we see a pattern that suggests fraud or abuse, such as toll fraud, unusual call volumes or unusual destinations. This protects you as well as us, because fraudulent traffic can run up very large costs very quickly.

21.4 You are responsible for everything sent from your account, including by anyone you let use your device.

22. Suspension and termination

22.1 By you. You can stop using Roamlu at any time, release your number (clause 18) and close your account (clause 23).

22.2 By us. We may suspend or end your account or a particular service if:

(a) you seriously break these Terms, including the fair use rules (clause 9) or the acceptable use rules (clause 21); (b) verification needed for a service has failed or lapsed; (c) we reasonably suspect fraud, abuse of chargebacks, or manipulation of the wallet, points, referral or gift-code systems; (d) a payment for a service failed and was not put right after we asked; (e) a regulator, carrier or supplier requires it, or continuing would be illegal.

22.3 Notice. We will give you reasonable notice and a chance to put things right before we suspend or end anything. The exception is urgent cases, such as ongoing fraud, a threat to a network, a legal requirement, or a risk of harm to someone. Any action we take will be proportionate to the problem.

22.4 What happens to what you paid for. If we end your account because you broke these Terms:

• Active data plans — Stop. Not refunded.
• Roamlu number — Released. Cannot be recovered (see clause 18.2).
• Wallet balance — Refunded to you, unless it came from fraud or abuse, in which case it is forfeited.
• Loyalty points — Lost.
• VPN subscription — Ends. Not refunded.

If we end your account for any other reason, we refund the unused part of anything you paid for, in proportion to what is left, and return your wallet balance.

22.5 We will tell you why we suspended or ended your account, unless telling you would be illegal or would harm a fraud investigation.

23. Closing your account

23.1 You can ask to delete your account from the app. Deletion is scheduled to run no earlier than 30 days after your request. If you change your mind before it runs, email hello@roamlu.com and we will cancel it.

23.2 What happens when deletion runs. Your sign-in access is removed, and your email address and phone number are removed from the account. Other records stay until you ask for full erasure under clause 23.4. These include uploaded contacts, messages, call records, AI conversations, orders and payments.

23.3 Closing your account does not cancel an eSIM or release a Roamlu number, and it does not refund plans or numbers you have already bought. When your account is closed, we refund your wallet balance to you, unless it came from fraud or abuse. To arrange this, email hello@roamlu.com.

23.4 Full erasure. To have everything else erased, including uploaded contacts, messages, call records, AI conversations and other records, email hello@roamlu.com and Roamlu will erase it. We answer data-protection requests within one month. Your rights are explained in our Privacy Policy.

24. Our responsibility to you, and its limits

24.1 We will provide our services with reasonable care and skill.

24.2 Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that the law does not allow us to limit or exclude. Nothing in this clause affects your legal rights as a consumer.

24.3 Subject to clause 24.2, our total liability to you for all claims arising in any 12-month period is limited to the total you paid us in the 12 months before the event that led to the claim.

24.4 Subject to clause 24.2, we are not liable for:

(a) loss of profit, revenue, business, contracts, goodwill or expected savings; (b) indirect or consequential loss; (c) loss caused by an outage, fault or action of a third-party network, carrier, VPN gateway, payment provider or AI provider; (d) loss caused by a device that is incompatible, carrier-locked, faulty, out of battery, or set up in a way that stops the service working; (e) a third party refusing to accept a Roamlu number (clause 14.4(b)); (f) any failure to reach emergency services, or anything that results from it, where you used or tried to use Roamlu against clause 16; (g) loss caused by your own breach of these Terms.

24.5 If you use Roamlu for business, clauses 24.3 and 24.4 apply in full. You also agree to cover our claims, losses, fines and reasonable costs that result from your breach of clause 21, including toll fraud, interconnect bypass, unauthorised A2P traffic, and regulatory penalties caused by traffic from your account. If you are a consumer, this only covers loss caused by your deliberate misuse or your breach of clause 21.

25. Things outside our control

25.1 We are not responsible for failing to do something if the cause is outside our reasonable control. Examples include natural disasters, war, civil unrest, epidemics, strikes, failure of a public telecommunications network or the internet, a supplier going out of business or withdrawing, government action, a regulator's order, or blocking or restrictions imposed by any authority.

25.2 If such an event stops us supplying something you paid for, you may end that part of the contract, and we will refund the unused portion.

26. Changes to the service and to these Terms

26.1 We may improve or change our services. We will not reduce or worsen what you have already paid for during the period you paid for, except where a change is required by law, a regulator or a supplier and is outside our control. If that happens, we will tell you, and if the change puts you at a significant disadvantage, we will refund the unused portion.

26.2 We may change these Terms. If a change significantly affects your rights, we will give you at least 30 days' notice by email or in the app before it takes effect, and tell you what has changed.

26.3 If you do not accept a significant change, you may end the contract before it takes effect, and we will refund the unused portion of anything you paid for.

26.4 Minor changes, such as corrections, clarifications and updated contact details, take effect when we publish them.

26.5 A purchase is covered by the version of these Terms in force when you made it. The exceptions are where a later version is better for you or a change is required by law.

27. Other terms

27.1 Intellectual property. The Roamlu apps, website, brand and content belong to us or our licensors. You get a personal licence, which you cannot transfer, to use the app in order to use our services. You may not copy, modify or reverse engineer it.

27.2 Notices. We contact you by email, in-app message or push notification, using the details on your account, so keep them up to date. Send formal notices to us at hello@roamlu.com.

27.3 Transfer of this contract. You may not transfer your rights under these Terms. We may transfer ours to a company that takes over our business, as long as your rights are not reduced.

27.4 Severability. If any part of these Terms is found to be unenforceable, the rest still applies.

27.5 No waiver. If we do not enforce a right straight away, we do not lose it.

27.6 Entire agreement. These Terms and our Privacy Policy make up the whole agreement between us about our services. This does not limit your remedies if we told you something untrue.

27.7 Language. These Terms are written in English. If we publish a translation and it differs from the English, the English version applies, unless the law of the country where you live requires otherwise.

28. Complaints

28.1 Contact us first. Email hello@roamlu.com with your complaint and any order reference. We reply within 5 working days.

28.2 If you are not happy with our reply, write back to the same address and ask for your complaint to be escalated.

28.3 If we cannot resolve it, you can take it further:

(a) United Arab Emirates: the economic department of the relevant Emirate, or the UAE Ministry of Economy;

(b) Saudi Arabia: the Ministry of Commerce;

(c) Other countries: the consumer protection authority where you live;

(d) Data protection complaints: the data protection authority where you live, for example the UAE Data Office, SDAIA in Saudi Arabia, your local supervisory authority in the EU or EEA, or the Information Commissioner's Office in the UK. Our Privacy Policy has more details.

28.4 The EU Online Dispute Resolution platform no longer exists. It closed on 20 July 2025.

29. Governing law and where disputes are heard

29.1 We will publish the law that governs these Terms, and the courts that hear disputes, together with our company details (see clause 1.2).

29.2 If you are a consumer, you keep your local protections. Nothing in these Terms removes the protections that consumer law in your country of residence gives you and that cannot be excluded by agreement. You may also bring proceedings in the courts of your own country where the law allows it.