Terms of service.
The rules for buying and using a Pocket Roam eSIM. We’ve kept them as plain as we can. If anything’s unclear, just ask.
About these terms
These terms apply when you use pocketroam.com.au, the Pocket Roam customer app, or buy an eSIM from us. “We”, “us” and “our” means Pocket Roam (ABN 99 410 497 502). By using our website or buying from us, you agree to these terms and our Privacy Policy.
Nothing in these terms limits your rights under the Australian Consumer Law or any other law that can’t be excluded.
Using our website
- You must be 18 or older, or have permission from a parent or guardian, to buy from us.
- Use our website and services lawfully and only for personal travel.
- Don’t interfere with our website or systems, try to get around their security, or scrape, copy or resell our content or plans without our written permission.
Your account
When you place an order, we create an account for you with your email address. You log in with a one-time code we email you, so keep your email account secure and your email address up to date. You're responsible for orders placed through your account. You can ask us to close your account at any time.
Before you buy
It’s your responsibility to check that your phone supports eSIM and is carrier-unlocked before you buy. Our compatible devices page and setup guides can help.
- Our eSIMs are data only. They don’t come with a phone number, and your home SIM keeps your number for calls and texts.
- Coverage, network and speeds depend on our local partner networks in each destination, and can vary by location and conditions.
- Each plan’s data, validity and any fair-use limits are shown on the plan before you buy, and that description forms part of these terms.
Prices and payment
Prices are shown in your chosen currency (AUD, USD or NZD), and the price at checkout is the price you pay. Prices can change, but not for orders you’ve already paid for. Payments are processed by Stripe. If a price or plan was shown in error, we may cancel the order and refund you in full.
Delivery and activation
- We email your eSIM QR code and install instructions as soon as your payment is confirmed. You can also find your code at data.pocketroam.com.
- Each QR code installs once, on one phone. Don’t delete the eSIM from your phone, as it can’t always be reinstalled.
- Install your eSIM while you have a Wi-Fi or data connection, ideally just before you fly, once your trip is locked in. Installing it ends your right to a change-of-mind refund.
- Your plan’s validity starts when the eSIM first connects to a network in a destination it covers, not when you buy it. Unused plans must be activated within 12 months of purchase.
Refunds
If you haven't installed your eSIM, we'll refund it in full or swap it for another plan. If it won't connect and we can't fix it, we'll replace it or refund you in full. See our Refund Policy for the details. Keep the second paragraph as it is. Contact us through Support with your order number so we can help.
Because an eSIM is delivered digitally and can’t be returned, we don’t offer refunds for change of mind once it has been installed or activated. This doesn’t affect your rights under the Australian Consumer Law.
Rewards and promo codes
- Rewards levels and discounts are based on your total spend with an account, and are applied automatically at checkout.
- Promo codes have their own conditions, such as an expiry date or minimum spend, shown when you apply them.
- Rewards and promo discounts can’t be combined. When both apply, your order gets whichever is better.
- Discounts have no cash value and can’t be transferred. We may change or end the rewards program or a promo code, but not for an order you’ve already paid for.
Fair use
Our plans are for personal use. We may suspend an eSIM or account that’s being used for unlawful activity, fraud, reselling or anything that harms the network or other customers. If we do, we’ll tell you why.
Other websites and services
Our website may link to other websites, and our eSIMs run on partner networks. We’re not responsible for third-party websites or content.
Our content
The Pocket Roam name, logo, website design and content belong to us or our licensors. You can share links to our pages, but please don’t copy our content without permission.
Our liability
We work hard to keep you connected, but mobile networks can be affected by things outside our control, such as outages, coverage gaps and local regulations. To the extent the law allows, our liability for a problem with an eSIM is limited to replacing it or refunding what you paid for it, and we aren’t liable for indirect or consequential losses. This doesn’t limit any guarantees you have under the Australian Consumer Law.
Changes to these terms
We may update these terms from time to time. The latest version is always on this page, with the date it was last updated at the top. The terms in place when you placed your order apply to that order.
Governing law
These terms are governed by the laws of New South Wales, Australia.
Contact us
Pocket Roam
ABN 99 410 497 502
909 Bolong Road, Coolangatta NSW 2535, Australia
Email: hello@pocketroam.com