Legal
Terms of Service
Last updated: 11 October 2026
RoamGuard provides business travel readiness coordination, passport-date monitoring, entry-information triage and managed connectivity or eSIM fulfilment services under these terms and any separately agreed commercial terms. These public terms are a general service summary. A signed proposal, order form, service schedule or other written agreement may add to or replace parts of these terms for a particular customer.
1. Service overview
RoamGuard allows business customers to submit project rosters and trip details, collect secure traveller declarations and evidence, monitor passport dates, track action owners and deadlines, request travel connectivity, receive device and installation guidance, track fulfilment and arrival outcomes, access traveller support and receive invoices for fulfilled connectivity services. Readiness statuses describe the information and review state in RoamGuard; they are not a guarantee that a traveller will be admitted to a country.
2. Business customers and authorised travellers
RoamGuard is intended for business use. The customer is responsible for ensuring that it has authority to submit traveller information and request services for its employees, contractors, clients or other approved travellers. Company owners and admins can grant other company users access to specific deployments; the customer is responsible for reviewing and withdrawing those assignments when roles change.
3. Trip requests and fulfilment
The customer must provide accurate traveller, device, destination, travel-date and data-requirement information. RoamGuard will use reasonable efforts to recommend and fulfil an appropriate package before departure. Fulfilment remains subject to supplier availability, device capability, local network availability and other third-party dependencies.
4. Travel information and specialist review
Customers and travellers must provide accurate passport dates, nationality or issuing-country information, destination and transit details, travel dates, purpose, work activity and entry-permission information where requested. RoamGuard uses this information to flag missing or changed details, coordinate an administrative review and, where needed, refer a case to a named regulated immigration specialist. RoamGuard does not provide immigration advice, decide visa eligibility or guarantee entry. Changes to a passport, itinerary or work activity may reopen an affected check.
5. Device compatibility and customer responsibilities
The customer must provide the correct device details. RoamGuard may check compatibility using the information and tools available to it, but the customer or traveller must confirm that the device is unlocked where required and follow the installation instructions provided. Final connectivity can depend on the device, operating system, supplier and local mobile network.
6. Installation and use
Installation credentials, QR codes and activation links are intended only for the named or authorised traveller. They must not be shared without permission. Some eSIM profiles can only be installed once. Travellers should not delete an installed profile unless instructed by RoamGuard support.
7. Pricing, VAT and invoices
Essential, Team and Project are deployment plans selected for a particular trip and paid at checkout before the paid service starts. A plan upgrade changes the deployment to the new tier and shows its price before payment. Connectivity only does not require a paid readiness plan. RoamGuard eSIMs are separate charges confirmed before fulfilment and may be invoiced later. The checkout or invoice shows applicable taxes and the amount due. Invoices are payable by their due date or the agreed payment period.
8. Cancellations, unused packages and refunds
Deployment plan payments and eSIM charges are separate. A deployment normally ends after the trip and moves into the ended deployments list; ending it does not itself cancel a charge or erase records. Cancellation and refund eligibility can depend on whether a service has begun or an eSIM has already been ordered, assigned, installed, activated or used. Customers should notify RoamGuard as soon as possible when a trip is cancelled or details change. Any refund, credit or replacement will be assessed against the relevant supplier conditions and the commercial terms agreed for the order.
9. Data use, top-ups and additional services
Data allowances, validity periods, supported networks and activation rules vary by package. Additional data or top-ups may require a new order and may incur an additional charge. RoamGuard does not guarantee that every package can be extended or topped up after activation.
10. Failed activation and replacement
The traveller must follow the supplied installation and troubleshooting steps and promptly report an issue. Where appropriate, RoamGuard may investigate, reissue credentials or arrange a replacement package. Replacement eligibility and charges depend on the cause of the issue, whether the original package has been used and the applicable supplier conditions.
11. Support
Standard support is available through the customer portal or at support@roamguard.co.uk. Urgent traveller connectivity issues are prioritised. Specific support hours, response targets or escalation arrangements may be agreed separately for managed accounts and group projects. Billing queries should be sent to billing@roamguard.co.uk.
12. Third-party networks and service limitations
RoamGuard relies on third-party eSIM suppliers, mobile operators, device manufacturers, internet services and local networks. Coverage, speed, availability and service quality can vary by location and are not wholly controlled by RoamGuard. No service can guarantee uninterrupted connectivity in every place or circumstance.
13. Data protection
RoamGuard and the customer will each comply with applicable data protection law. Where RoamGuard processes traveller data on behalf of a customer, the parties may enter into a separate data-processing agreement. More information is available in the Privacy Notice and Data Protection pages.
14. Liability
Any liability limits, service credits or remedies applicable to a customer may be set out in separately agreed commercial terms. RoamGuard is not responsible for losses caused solely by inaccurate information supplied by the customer or traveller, unsupported or locked devices, failure to follow installation instructions, or outages and restrictions outside RoamGuard's reasonable control. Nothing in these terms excludes liability that cannot lawfully be excluded.
15. Changes to the service or terms
RoamGuard may improve or change its fulfilment processes, portal features, supplier arrangements, pricing structure and support processes. Material changes to these public terms will be reflected on this page with an updated date.
16. Contact
Commercial questions should be sent to sales@roamguard.co.uk. Traveller support should be sent to support@roamguard.co.uk and billing questions to billing@roamguard.co.uk.