Terms and Conditions of Service

MyRoamUp

These Terms and Conditions constitute a legally binding agreement (hereinafter, the “Agreement”) between the user who purchases a data plan (hereinafter, the “User”) and MyRoamUp (hereinafter, the “Company”, “we”, “us”, or “our”), in relation to the purchase and use of international data plans provided through eSIM technology.

By purchasing any of the services offered on the MyRoamUp website, the User declares that they have read, understood, and fully accepted these Terms and Conditions.

MyRoamUp reserves the right to modify or update these Terms and Conditions at any time. Updated versions will be published on the website and will become applicable from the moment they are posted.

1. Conditions of the service provided

MyRoamUp offers prepaid international mobile data plans that work eSIM technology (embedded SIM), allowing users to access mobile internet in different countries or regions without the need to use a physical SIM card.

The eSIM works as a digital profile that is installed directly on the User’s device via a QR code or manual installation, enabling connection to local mobile networks at the destination.

The service includes exclusively:

  • access to mobile data for internet browsing
  • connection to available mobile networks in the country or region included in the purchased plan

Unless expressly stated in the purchased plan, the service does not include:

  • traditional voice calls
  • SMS sending
  • local phone number

Each data plan offered by MyRoamUp is characterized by:

  • a specific amount of mobile data (GB)
  • a specific validity period (days of validity)
  • coverage in one or more specific destinations

The validity of the plan will begin when the eSIM first connects to a compatible network in the purchased destination, unless the plan indicates otherwise.

The service will remain active until one of the following events occurs:

  1. the total volume of data included in the plan is consumed
  2. the validity period of the plan expires

  3. the user deletes the eSIM profile from the device

Whichever occurs first will determine the end of the service.

2. Device requirements

To use MyRoamUp services, the User must ensure in advance that their device meets the following requirements:

  • be compatible with eSIM technology
  • be unlocked by their carrier
  • allow the use of third-party mobile networks

MyRoamUp will not be responsible if the service cannot be used due to:

  • device incompatibility
  • carrier lock
  • incorrect phone configuration

The User is responsible for checking their device compatibility before making the purchase.

3. Purchase of the data plan

By completing the purchase of a plan on the MyRoamUp website, the User enters into a contract for the provision of digital services with the Company.

The User agrees to:

  • pay the price corresponding to the selected plan
  • provide accurate information during the purchase process
  • use the service in accordance with these Terms and Conditions

The prices published on the website may include or exclude taxes depending on the applicable jurisdiction.

MyRoamUp reserves the right to:

  • modify prices
  • withdraw plans
  • modify the features of the available plans

without prior notice, without this affecting plans already purchased by the User.

4. Activation and use of the eSIM

After completing the purchase process, the User will receive:

  • an email with instructions
  • the installation QR code
  • service activation instructions

To install the eSIM, the User must scan the QR code from their compatible device or manually enter the activation details.

Installing the eSIM requires a stable internet connection, preferably via Wi-Fi.

It is recommended to install the eSIM before traveling, but to activate mobile data only upon arrival at the destination, in order to avoid early data usage.

5. Service availability

MyRoamUp provides the service in collaboration with local mobile operators and international network providers

For this reason, service quality depends on external factors that may affect the connection, such as:

  • network coverage at the destination
  • local network congestion
  • device characteristics
  • technical interference
  • geographic or weather conditions
  • network maintenance carried out by operators

MyRoamUp will make all commercially reasonable efforts to guarantee service availability, but it cannot guarantee continuous coverage or a minimum connection speed, since these factors depend on third-party networks.

6. Permitted use of the service

The User agrees to use the service lawfully and in accordance with the applicable regulations in the country where they are located.

It is strictly prohibited to use the service for:

  • fraudulent activities
  • illegal activities
  • attacks on networks or computer systems
  • abusive or automated use of the service
  • activities that may negatively affect the functioning of the network

MyRoamUp reserves the right to suspend or limit the service without prior notice if it detects fraudulent, abusive, or unlawful use.

7. Service delivery conditions

The products offered by MyRoamUp are digital products, so no physical shipment is made.

Once payment for the selected plan has been confirmed, the User will receive the eSIM through:

  • email
  • access to the private customer area

The usual delivery timeframe for the digital product is immediate or within the 48 hours prior to the plan’s start date.

To ensure proper installation and activation of the service, MyRoamUp recommends making the purchase at least 24 hours before departure.

If the email with the eSIM is not received within that timeframe, the User must contact customer support.

8. Cancellation and refund policy

Due to the digital nature of the service offered by MyRoamUp, cancellation and refund requests are subject to the conditions set out below.

For the purposes of these Terms and Conditions, the start of the plan or the start of the service shall be considered the moment when MyRoamUp sends the User the QR code or the credentials necessary for the installation of the eSIM. This process involves the technical provisioning of the eSIM profile and the activation of the service on the provider’s platform, which generates operational costs associated with the service.

Once the QR code or the installation credentials have been sent to the User, the service shall be considered formally started, regardless of whether the User has installed or activated the eSIM on their device.

Deleting the eSIM profile from the device does not cancel the data plan and does not create any right to a refund.

Full refund

The User will be entitled to a 100% refund of the amount paid when they communicate their intention to cancel the service at least 48 hours before the scheduled start of the plan.

For the full refund to apply, the following conditions must be met:

  • the request must be made at least 48 hours before the scheduled start date of the service
  • the data plan must not have been activated
  • the service must not have been used

In these circumstances, MyRoamUp will proceed with a full refund of the amount paid.

Partial refund

If the cancellation request is made less than 48 hours before the start of the plan, or if the QR code has already been sent to the User, MyRoamUp may grant a partial refund of 80% of the amount paid, provided that the following conditions are met:

  • the data plan must not have been used significantly
  • total data consumption must not exceed 1 GB

If data consumption reaches or exceeds 1 GB, the service will be considered used, and no refund can be processed.

Verification of service status

MyRoamUp reserves the right to verify:

  • the activation status of the eSIM profile
  • the QR provisioning date
  • the data usage associated with the plan

before approving any cancellation or refund request.

Request procedure

Cancellation or refund requests must be made through MyRoamUp customer service, indicating:

  • the order number
  • the email address used for the purchase
  • the reason for the request

Refund processing

Once the request is approved, the refund will be made using the same payment method used for the purchase.

The estimated time to receive the refund may vary between 5 and 10 business days, depending on the bank or payment provider used.

9. Limitation of liability

To the extent permitted by applicable law, MyRoamUp shall not be liable for:

  • service interruptions due to third-party networks
  • loss of connectivity caused by the User’s device
  • issues arising from incorrect configurations
  • indirect loss of data or profits

The service is provided “as is” and subject to availability, without any guarantee of uninterrupted operation.

10. Governing law

These Terms and Conditions shall be governed by the applicable laws of the country in which MyRoamUp has its registered office.

Any dispute or claim arising from the use of the service shall be resolved by the competent courts in accordance with such legislation.

11. Fair Use Policy

In order to ensure an optimal experience for all users and maintain the stability of the networks used by the service, MyRoamUp applies a fair use data policy to certain plans.

In the case of plans identified as unlimited data, the service includes up to 3 GB of data per day at the maximum available speed.

Once this daily volume of 3 GB has been reached, the connection speed may be temporarily reduced by the network operator until the beginning of the next 24-hour cycle, at which point maximum speed will become available again.

This limitation is a common practice in international connectivity services and helps ensure network stability and a balanced use of resources.

The service is intended for personal and reasonable use, therefore the following are not permitted:

  • intensive or automated data usage
  • use of the service for the resale of connectivity
  • use as a permanent substitute for fixed-line connections
  • use for activities that generate continuous high-volume traffic

MyRoamUp reserves the right to temporarily limit, suspend, or restrict the service if it detects usage that may negatively affect the functioning of the network or the service provided to other users.

12. Disclaimer regarding coverage and speeds

MyRoamUp provides the service through agreements with international mobile operators and local networks in each country or region.

Service availability depends on multiple external factors, including:

  • local operator coverage
  • geographic conditions
  • technical characteristics of the device
  • network congestion
  • local regulatory limitations
  • infrastructure maintenance carried out by operators

For this reason, MyRoamUp does not guarantee full coverage in all areas of the contracted country or region, nor a constant minimum connection speed.

In certain areas, especially in:

  • rural areas
  • mountainous areas
  • regions with low population density
  • indoor spaces with signal limitations

the quality of the connection may be reduced.

The available browsing speed will depend on the mobile network to which the user’s device connects and may vary between 3G, 4G, or 5G technologies, depending on availability at the destination.

MyRoamUp shall not be responsible for service interruptions caused by external factors or incidents in third-party operators’ networks.

13. Technical support and customer assistance policy

MyRoamUp offers technical support to help users during the installation, activation, and use of the service.

Users may contact customer service through the channels available on the official MyRoamUp website, which may include:

  • email
  • contact form
  • support chat
  • private customer area

The support team will make reasonable efforts to respond to requests as quickly as possible.

Technical support may assist the user with issues related to:

  • eSIM installation
  • activation of the data plan
  • basic device configuration
  • connectivity issues

However, MyRoamUp cannot guarantee the immediate resolution of incidents that depend on:

  • local mobile operators
  • external network infrastructures
  • technical restrictions of the user’s device

In the event of technical issues, the user must provide sufficient information to allow the incident to be analyzed, including, for example:

  • device model
  • operating system version
  • country where they are located
  • screenshots of the issue

Lack of sufficient information may delay or prevent the resolution of the incident.