Legal
Terms of Service
Last updated: August 2026
RoamGuard provides managed business travel connectivity and 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 traveller and trip details, request travel connectivity, receive device and installation guidance, track fulfilment, access traveller support and receive consolidated invoices for fulfilled services.
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.
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. 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.
5. 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.
6. Pricing, VAT and invoices
Pricing is confirmed before fulfilment and may depend on destination, trip duration, data allowance, traveller volume, support requirements and supplier cost. Business prices exclude VAT unless stated otherwise. Invoices are payable by the due date shown on the invoice or within any payment period agreed with the customer.
7. Cancellations, unused packages and refunds
Cancellation and refund eligibility can depend on whether a package 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.
8. 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.
9. 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.
10. 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.
11. 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.
12. 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.
13. 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.
14. 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.
15. 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.