These are the terms and conditions (the “Terms”) that apply to all services and products offered on roamTone. Please read them carefully, as they set out the contractual basis for any transaction you make on roamTone. “roamTone” is an e-commerce platform accessed through the website (haiwaisim.com) or the roamTone application.
By continuing to use roamTone, you (the “Customer”) confirm that you have read and agree to these Terms and to the Privacy Policy, both of which apply when you buy services and products from roamTone.
If you do not agree to these Terms and to the Privacy Policy, you must not continue to use roamTone, and we ask you to stop using it.
roamTone is an e-commerce platform dedicated to the resale of gift cards, vouchers and mobile top-ups (the “Products”), in fixed or variable amounts and in different currencies, which the Customer can redeem in the issuer’s store for the services and products that the issuer provides.
roamTone offers different Products depending on the Customer’s country. roamTone lets the Customer select their country and displays every offer available for it. roamTone does not guarantee that a Product bought from one country’s page will be valid when used in another country, so Customers are strongly advised to read the terms and conditions of each specific Product.
Although we make an effort to provide up-to-date terms and conditions for all Products, we make no representation to that effect. You should confirm the applicable terms and conditions of the Product you buy from us directly on the website of each Product’s issuer.
Some Products on sale are geographically restricted to certain countries. In those cases, if you try to buy from a country that the Product’s terms and conditions do not allow, the purchase cannot proceed.
After selection and payment, the Customer receives the top-up directly, or may contact live support to obtain the PIN.
Products can be delivered as a direct top-up or as an online PIN. By default, Products are delivered as a direct top-up or an online PIN. The Customer can change this setting in their account.
A PIN product is, in essence, the right to claim a Product at a later stage. This lets the Customer store the Product safely until redemption (for example, to benefit from a longer expiry date, or to be sure nobody has touched the PIN and so compromised its value). PIN products are products issued by third-party issuers, available at any time, with an alphanumeric code visible to you (where applicable) and an expiry date that is already running. Orders are processed immediately and the Product (sealed or unsealed) is delivered immediately or within a few minutes of a successful payment being received, depending on the Product purchased. Delays outside our control may occur, for example but not limited to: (i) force majeure; (ii) unexpected downtime; (iii) failure to send the correct payment.
roamTone will endeavour to be transparent about expected timelines, but accepts no liability for delays and losses caused to the Customer or to third parties.
If your Product has not arrived within 30 minutes of a successful payment, please contact live support or cs@roamtone.com.
Without prejudice to any other right roamTone may have under applicable law, where necessary to: (i) assist our fraud and abuse detection and prevention efforts, (ii) comply with court orders against you and with applicable laws, rules and regulations, (iii) comply with requests from law enforcement agencies, including subpoena requests, (iv) comply with any dispute resolution procedure, (v) defend any legal action or threatened legal action, regardless of whether that legal action or threatened legal action is ultimately determined to be with or without merit, or (vi) avoid any civil or criminal liability on the part of roamTone, its officers, directors, employees and agents, and roamTone’s affiliates, roamTone reserves the right, at its sole discretion, to refuse, cancel, suspend, delay or limit the fulfilment of any purchase order you place, even where you have already paid for it, in the following circumstances: (i) you breach this agreement or another agreement or any roamTone policy, (ii) you engage, or have engaged, in improper or unlawful activity in your use of the Products or services (as determined by roamTone at its sole discretion), or (iii) roamTone has previously fulfilled an order you placed and the corresponding payment was disputed on grounds of suspected fraudulent activity, so that a chargeback procedure against a payment you made earlier has been started (and is not yet resolved).
roamTone may from time to time work with other providers to offer products other than the gift cards and top-up products or bill payment products described above. Such products are governed by the specific section of these Terms that covers them (for example “eSIM” products, whose terms appear below).
The Customer can buy Products: (i) directly with cryptocurrency, or (ii) through a third-party payment provider, in fiat currency (where available) or in cryptocurrency.
Paying with cryptocurrency
The Customer may choose to pay directly with one of the cryptocurrencies that roamTone accepts at the time of purchase, or to use a third-party crypto payment service available at checkout. These payments may involve fees and confirmation times as described in the terms and conditions of roamTone or of that third-party provider.
If you attempt a direct payment using an unsupported currency or an unsupported network, we will not be able to refund it and your funds will be lost.
Paying in fiat currency
Where this option is offered from time to time, the Customer may also choose to pay in fiat currency using any payment method available at checkout. Such payments are handled by a third-party provider, identified on the payment page, whose terms and conditions apply. roamTone has no access to your payment details, which you enter directly into the third-party provider’s secure payment gateway.
If you have any complaint about a fiat currency payment, we kindly ask you to raise it directly with the third-party provider used for the payment, or with your bank.
roamTone depends on interaction with a number of third-party providers in order to work.
Transactions may fail from time to time for technical or other reasons. The Customer therefore acknowledges that we may not be responsible for technical problems affecting their transaction. Whenever a transaction fails for technical reasons, the Customer may be entitled to a refund. See the “Refunds” section below for more information.
Please note that, because of the nature of the Products, the Customer has no cooling-off period once a PIN product has been obtained. Once the PIN has been sent, no refund will be given unless the Product delivered is invalid or had already been redeemed before delivery.
As stated under “Availability of third-party services” above, buying Products through roamTone depends on third-party systems working correctly.
A failure in a third-party system may therefore cause a transaction to fail from time to time, which means that:
the Customer did not receive the Product;
the Product was received but cannot be redeemed because it had already been redeemed; or
the Product was received but cannot be redeemed because it is invalid.
In these cases the Customer is entitled to a refund.
If the Customer has not received the Product after payment, and roamTone has carried out appropriate due diligence to deliver the Product or to establish the reason for the delay, the Customer may request a refund.
If the Product was received but cannot be redeemed, the Customer should notify us. We will then begin appropriate due diligence with the third-party provider concerned in order to put the matter right. If the third-party provider fails to put it right and agrees to refund us, we will then refund the Customer.
If a technical error means the Product was not delivered to the Customer, we will refund the full transaction to the Customer, either back to the original payment source or in the same cryptocurrency.
If you are entitled to a refund (because your Product was sealed, faulty, or you over- or underpaid), you must request it within 30 days of the date of the transaction. After 30 days, whether a refund is given is at roamTone’s sole discretion.
Please note that under no circumstances do we refund any transaction fee the Customer paid as a result of choosing a particular payment option.
We reserve the right to refuse a refund where the cost of refunding exceeds the amount to be refunded. The time needed to process a refund request varies and may take some time.
We also reserve the right to ask you for further information before issuing a refund.
To request a refund or any further information, the Customer should contact cs@roamtone.com or use the chat function that roamTone provides.
We are a reseller of the Products. We are not the creator, designer, issuer, organiser, beneficiary or administrator of the Products (the “Issuer”), and we play no part in setting the terms and conditions of each Product. We are therefore not responsible for any problem, damage or loss arising from the terms and conditions of any individual Product.
We are not sponsored by, affiliated with, representative of, or expressly authorised to act for any Issuer. We are not responsible for any failure by an Issuer or any breach by an Issuer of applicable rules.
By obtaining a Product, the Customer also enters into a contractual relationship with the Issuer. We are a third party to that relationship, and the contractual defences and rights between the Customer and the Issuer do not apply to us.
The Customer should carry out adequate due diligence on the terms and conditions of the Products they obtain, as to their availability and their enforcement against the Issuer. We accept no liability in that respect. Those terms and conditions govern the Product obtained.
The Customer acknowledges and agrees that we are not responsible for any decision or policy of an Issuer to refuse to accept a Product under the terms and conditions the Issuer applies to it.
We make no representation as to a Product’s fitness for its intended purpose, and give no other warranty, guarantee or representation about the Products.
The Customer is solely responsible for any error, loss or damage (to themselves, to us or to any third party) resulting from (i) providing incorrect, inaccurate or false information, and (ii) obtaining, reselling, using or carrying out other related activity with the Products in a way that breaches any applicable law, regulation, contractual term and condition or other agreement.
For the avoidance of doubt, where the Product purchased is a top-up for a prepaid SIM card (or any other Product the Customer redeems through roamTone), the Customer is solely responsible for the accuracy and correctness of the information entered on the platform (including but not limited to the phone number, the country, the network operator and the top-up amount), and we accept no liability whatsoever for any consequence arising from inaccuracy in what the Customer provided.
Likewise, in other cases the Customer is solely responsible for the accuracy, validity and correctness of the information entered on the platform (including but not limited to the email address to which the Product must be delivered and the purchase amount).
The Customer is responsible for keeping their password and account confidential, and for any activity and transaction that takes place under their account. Each Customer must have their own unique login credentials, which must not be shared among several Customers.
We are not responsible for any loss or damage that may be caused to anyone by your failure to protect your password or account. If you suspect unauthorised access to your account, contact cs@roamtone.com immediately.
roamTone and its Products must not be used in any way to breach or circumvent applicable laws and regulations. Any unlawful conduct is strictly prohibited on roamTone.
If we become aware of, or reasonably suspect, that a Customer is engaged in unlawful activity, or is otherwise breaching applicable laws and regulations or the rights of third parties, that Customer’s activity — including but not limited to their purchase history and other account-related data — will be reported to the relevant authorities, and their access may be restricted until further notice.
Every Customer hereby acknowledges and agrees to this approach and to any such disclosure.
The Customer is the intended end user of the Products. If you wish to buy Products for resale, contact us at cs@roamtone.com and we will guide you through the process.
In addition, the Customer agrees not to misuse the roamTone platform, including by:
engaging in conduct that places an unreasonable or disproportionately large load on our infrastructure;
using a robot, spider or other automated means to access roamTone, or using such means while accessing it;
interfering with, intercepting, modifying or appropriating any system, data or information of roamTone’s servers;
transmitting or uploading any material that contains a virus, Trojan horse, worm or any other harmful or malicious program;
attempting to gain unauthorised access to roamTone Products, other roamTone accounts, computer systems or networks connected to roamTone’s servers, by password mining or by any other means.
Unless expressly agreed in a contract between roamTone and the Customer, Products bought through roamTone must not be resold, and may be redeemed only by the Customer, on the Customer’s behalf, or by someone the Customer has given them to as a gift.
Some jurisdictions limit the ability to disclaim liability. For those jurisdictions, our liability is limited to the maximum extent that applicable law permits.
Our team
No member of our team (including employees, contractors, directors, management members and other collaborators) accepts any liability based on the Customer’s use of, or reliance on, roamTone or the Products purchased.
Customer decisions
For the avoidance of doubt, we are not responsible for any decision you make or action you take on the basis of accessing roamTone or of information obtained from it.
Accuracy of information
We are not responsible for any loss or damage that may be caused to anyone by the use of any information contained in any material on roamTone.
Security
We work to keep roamTone secure. We accept no liability whatsoever for viruses, malware or other malicious or destructive software on the Customer’s device. Please make sure your own computer security is comprehensive and up to date.
Third-party content
This website may include links to third-party websites, plug-ins and applications. For example: if we link you to a tweet on Twitter, a post on Medium, or a Product issuer’s terms and conditions page, then from the moment you click that link we are no longer responsible for what you see or access. We do not control those third-party websites and accept no liability for third-party websites reachable through roamTone, for their respective content, for their hyperlinks or for their security vulnerabilities. We encourage every Customer to review the terms of use that apply to those websites. Accessing or using a third-party website is entirely at the Customer’s own risk.
We take the privacy and protection of our Customers’ personal data very seriously.
The Customer should visit and review our Privacy Policy to learn more about how we process and protect their personal data. If you do not agree to and accept the Privacy Policy, please do not continue to use roamTone.
We ask Customers to keep their personal data up to date. You must notify us immediately of any change to your personal data.
roamTone follows industry best practice for security and availability. This includes automated vulnerability detection, a high-availability cloud platform (targeting at least 99.99%), automated alert reporting and peer review of code changes. We also run a bug bounty programme. For more information and/or to take part, email cs@roamtone.com.
We reserve the right to amend these Terms from time to time, to add, change or remove provisions. We may do so without prior and/or public notice.
The date of last amendment is displayed prominently at the top of this page, and the Customer agrees to consult this link before each visit to roamTone and before completing a transaction.
We reserve all rights in the design and content of roamTone. In particular, the Customer must not misappropriate roamTone’s design or content, nor alter or deface such design or content in any way. Nothing on roamTone grants any licence over such design or content, and any use by a Customer or a third party must be authorised by us in writing.
All text, photographs, graphics, logos, content and other material on roamTone (including but not limited to the word “roamTone”, the “roamTone” logo and other related and ancillary elements) are protected by copyright, trade mark and other applicable laws in several jurisdictions. In particular, all trade marks, trade names and logos displayed on roamTone are our property.
roamTone grants no licence to use any such text, photographs, graphics, logos, content or other material.
We and our affiliates will pursue all available legal remedies against any infringement of our intellectual property rights.
The above does not extend to the logos and trade marks used to identify the third-party provider that each Product refers to. Those logos and trade marks are used to refer to the Products and their Issuers, and we in no way claim or imply ownership of, a licence over, endorsement by, co-operation with or agreement with such logos or trade marks, Products or Issuers. Those logos and trade marks belong to their rightful owners and are used on roamTone solely to identify the origin or the intended use of the Products on sale.
We welcome our Customers’ questions and suggestions.
roamTone has a chat function that lets Customers reach a customer service representative, who will answer any query as quickly as possible.
We try to reply within the first 24 hours, but depending on the question and on the volume of requests we receive from time to time, it may take longer.
If a Customer needs to contact us for any reason, please use the following address – cs@roamtone.com.
Anyone who chooses to access roamTone does so on their own initiative and is responsible for complying with all local laws and regulations.
You must be at least 16 years old (or older, where your jurisdiction requires a higher age for you to be able to enter into a contract lawfully), or be properly authorised and supervised by your parent, in order to use the roamTone services.
These Terms, the transactions the Customer makes with us through roamTone, and any dispute relating to these Terms or to the Customer’s use of roamTone, are governed in all respects by the laws of Hong Kong and are to be resolved exclusively in the courts of Hong Kong.
These Terms, together with the Privacy Policy and the Cookie Policy, constitute the entire agreement between the Customer and us on this subject, and supersede all prior agreements relating to it. These Terms remain in force for as long as you remain a Customer.
All members of our team, including officers, employees and contractors, and related entities, are intended third-party beneficiaries of these Terms. Their rights and ours under these Terms can be waived only by them or by us in writing.
The English version of these Terms and of the other rules provided on roamTone prevails over any translated version provided on roamTone.
If any provision of these Terms is held to be invalid or unenforceable, that provision is to be treated as severed from the remainder of these Terms and replaced by a valid and enforceable provision that comes as close as possible to the intent of the severed provision, without rendering the remainder of these Terms invalid or unenforceable.
The Customer agrees that any dispute, claim or controversy arising out of a purchase (including any question as to its existence, validity or termination) is governed by the laws of Hong Kong and submitted to the exclusive jurisdiction of the courts of Hong Kong.
eSIM
The eSIM products offered by roamTone are provided by the respective telecom carriers (referred to below in this section as the “Supplier”).
The Supplier is the respective eSIM carrier and the provider of the mobile data services described here. The terms in this section govern the terms and conditions of this product.
Definitions
In this “eSIM” section (and only in this section), the following defined terms are used:
Activation (and Activated) means registering your eSIM for the first time to a mobile network in the country for which you bought the Plan;
Compatible Mobile Device means a device that can register to a mobile data network and use the Supplier’s mobile data services without a physical subscriber identity module; a list of these is available on the Supplier’s website (and the Supplier may change it at any time without notice);
Competent Authority means any person or entity with relevant legal jurisdiction over you, the Supplier or the mobile data services;
Consumer means a natural person who enters into this agreement and/or uses the mobile data services outside a business, trade or profession;
eSIM means the profile the Supplier provides for using the mobile data services on a Compatible Mobile Device (including compatible tablets and laptops);
Mobile Data means GPRS, 3G, HSDPA, LTE, LTE+ and 5G mobile operator network access, providing internet access by receiving and transmitting electromagnetic energy over paths not provided by any material constructed or arranged for the transmission of electromagnetic energy;
Plan means the mobile data bundle you bought from our website;
Virus means any manipulative program that modifies other programs and/or replicates itself, or any malicious code or agent introduced into a system in order to monitor it or cause damage.
Plans
All our Plans come with a pre-loaded data allowance, running from Activation for the period specified at the time of purchase, until the included data allowance is used up or the period expires. If your Plan expires before any or all of the included data allowance has been used, you lose whatever included data allowance remains.
No refund is given after purchase. Any eSIM not used within one (1) month of its QR code being sent may be cancelled, and you may need to load a new eSIM onto your device before activating a Plan.
You can buy additional included allowance from our website (subject to availability) by buying a new Plan at the rate in force at that time. We do not guarantee that any particular Plan will be available, nor do we guarantee any future price.
We will make reasonable efforts to notify you by email and SMS (to your eSIM) when you have used certain percentages of your Plan and when the Plan is exhausted. Once the Plan is exhausted, you may need to use Wi-Fi or another means to reach our website to buy an additional Plan, because the mobile data connection on your device will stop working until a new Plan is activated.
Any included data allowance you hold can only be used in the country specified when you bought the Plan.
Using our mobile data services
You may only use our mobile data services for personal use during short trips away from your country of normal residence. You must use the mobile data services only in accordance with our acceptable use policy.
The mobile data services depend on the coverage of our in-country network partners and are not guaranteed to be fault-free or uninterrupted. Factors affecting the quality of the mobile data services include, but are not limited to, atmospheric conditions, population density, other people’s network use, terrain, distance from the nearest cell tower and location inside buildings.
All your use of the mobile data services is deducted from your included data allowance, however that allowance is consumed (including, for the avoidance of doubt, any use caused by a Virus). You are strongly advised to keep your device secure (for example, but not limited to, preventing accidental or malicious pairing) and to disable downloads or streaming services on a device carrying a Plan unless over Wi-Fi.
We or our affiliates may take measures from time to time to protect the integrity of the mobile data services by applying traffic management controls, details of which will be available on our website and which we may change at any time (without notice).
Our liability to you
We are liable to you only as set out in this section. We have no other obligation or liability to you.
Nothing in this agreement excludes or limits our liability for death or personal injury resulting from something we did or failed to do, or for any fraudulent statement we may have made to you.
If you use the mobile data services for your trade or profession, we accept no liability to you for any loss or damage that was not reasonably foreseeable when this agreement was entered into. This includes, but is not limited to, loss of revenue; business; anticipated savings (meaning costs you expected to avoid by using the mobile data services) or anticipated profits, loss of property or loss of the use of property.
If you are a Consumer, we accept no liability to you for any loss of income, business or profit, or for any loss or damage, that was not reasonably foreseeable when this agreement was entered into.
You must tell us about any claim as soon as possible. We will not be liable to you if we cannot carry out our duties or provide the services because of something outside our control.
We are not liable for any damage you suffer from a Virus that reaches your device through the mobile data services or otherwise. You remain responsible for all charges applied to your account for any use of services activated by such a Virus.
This liability provision continues to apply after this agreement ends.
Suspending the mobile data services
We may suspend the mobile data services without warning, or end this agreement and disconnect any eSIM from our network, if:
our network or our partners’ network suffers a fault or needs maintenance — we will try to make sure this does not happen often; or
you, or anyone using your Plan, has not complied with the conditions of this agreement or of any other agreement with us.
Any period of suspension counts towards the duration of any Plan.
Our rights under this paragraph are in addition to the other rights set out in this “eSIM” section to suspend and/or terminate the services and/or to suspend or terminate this agreement.
Our right to end this agreement
We may end this agreement immediately (without owing you any refund) if any of the following happens:
you breach an important condition of this agreement, or several less important conditions;
a law or a decision of a Competent Authority requires us to do so; or
you breach a less important condition of this agreement and fail to put it right within seven (7) days of our asking you to; or
we may end this agreement immediately within a reasonable timeframe, refunding in full any Plan that has not been activated, or refunding a reasonable proportion of any Plan that has been activated but has not expired or been fully used, if:
a law or a decision of a Competent Authority requires us to do so and requires us to refund you; or
we are unable to provide the mobile data services in the country or countries specified for a given Plan.
General
You need our express consent before you transfer, or attempt to transfer, any right or responsibility under this agreement. We may transfer any of our rights without your permission, provided the level of service you currently experience is not substantially reduced as a result.
We may record any conversation between you and our staff (including keeping any live text chat).
We may send notices to your postal address, your online account or your email address, and we may also send “over the air” updates to devices, which may make small adjustments to how those devices work or display. You need to accept these changes, which may include carrying out anything we reasonably request; failing to do so may mean the mobile data services do not work.
You must notify us of any change to your postal address or email address. We are not responsible for a message or notice that fails to reach you because your postal or email address changed, because of a fault with your email address and/or provider, or because your device was misconfigured or switched off.
Any leniency or extra time we give you applies only to the specific situation in which we gave it. It does not otherwise affect our rights under this agreement.
If any provision of this section is held to be unenforceable, the remaining provisions continue in full force.
For support or more information, contact roamTone through any of the support channels below.
