Updated date: 1 September 2026
FlexiRoam Asia Limited (“Company”, “we”, “us” or “our”), a subsidiary of Flexi Roam Limited (ACN 143 777 397) and a member of the FlexiRoam group of companies, having its registered address at Unit 05, 4/F, Energy Plaza, No. 92, Granville Road, Tsim Sha Tsui East, Hong Kong, owns and operates this website (the “Website”) and the FlexiRoam mobile application. The following terms of use (the “Terms of Use”) govern your access to and use of the Website and the products and services available through the Website (the “Services”). By using the Website and any related Services, you agree to these Terms of Use, as current at the time of your use.
Flexi Roam Limited and its related bodies corporate, including FlexiRoam Asia Limited, Reapfield Technology Sdn Bhd and Flexi Roam Sdn Bhd, together operate under the FlexiRoam brand across different regions. Your Agreement, however, is with FlexiRoam Asia Limited as the contracting party for Services supplied via this Website and App, unless we tell you otherwise at the point of sale.
1. Definitions
These words have the following meanings in these Terms of Use:
“Account” means the unique account in which we record and store a User’s information, service usage, data balance and charges related to the purchase and use of FlexiRoam Services.
“Agreement” means the agreement between you and us to which these Terms of Use apply.
“Charges” means the Data Plan fees charged to Users for purchasing and using FlexiRoam Services. These Charges are available on the FlexiRoam App and may be updated from time to time.
“Data” means the amount of Purchased Data, Promotional Data or Shared Data that we credit to a User’s Account, whether purchased using an approved payment method, earned through FlexiRoam’s in-app features, or received as Shared Data from another Member.
“Data Plans” means the data plans that can be purchased via the FlexiRoam App or through other authorised sales channels.
“FlexiRoam” means the FlexiRoam SIM Card, the FlexiRoam eSIM and the proprietary mobile application that together enable access to FlexiRoam Services.
“FlexiRoam SIM Card” means the SIM card owned and issued by us to Members on a limited licence basis that enables access to FlexiRoam’s global data networks.
“FlexiRoam eSIM” means the eSIM profile owned and issued by us to Members on a limited licence basis that enables access to FlexiRoam’s global data networks.
“FlexiRoam App” means the proprietary mobile application that a User downloads to manage and use their FlexiRoam Account.
“Member” means a FlexiRoam User with an active FlexiRoam SIM Card or FlexiRoam eSIM.
“Promotions” means marketing campaigns run by FlexiRoam and/or its marketing partners.
“Promotional Data” means Data given to a User through a Promotion.
“Purchased Data” means Data purchased by a Member via the FlexiRoam App or through another authorised sales channel.
“Referee” means a new FlexiRoam App user who receives a referral from a Member through the FlexiRoam App’s “Refer a Friend” feature.
“Referrer” means a Member who uses the FlexiRoam App’s “Refer a Friend” feature to refer the Service to a new user.
“Rollover Policy” means the policy set out in Clause 23 relating to the Data Rollover benefit for FlexiRoam Data Plans that have that feature.
“Services” means the international roaming service, including the data roaming products and services promoted on the Website and through our partners. A Data Plan is required to use the Services. We may require proof of identity before selling or providing the Services. Any eligibility restrictions will be noted when you register for a Service. We will keep a record of Service-related information relevant to you.
“Shared Data” means Data shared by one Member to another Member via the FlexiRoam App.
“Wallet Credit” means the credit balance in a User’s Account that can be used to purchase FlexiRoam Data Plans. Wallet Credit can be acquired by purchasing additional credit, earning Promotional Free Credit through our referral programme, or receiving a refund for a purchased plan.
“Website” means FlexiRoam’s official website at www.flexiroam.com.
“You”, “FlexiRoam User”, “User” or “Customer” means the authorised person who purchases or uses FlexiRoam Services.
2. Agreement
2.1 These Terms of Use govern the relationship between you and us, wherever in the world you access our Services, and become a binding agreement once you have registered an Account. By registering, you acknowledge and agree that:
2.1.1 The Services are supplied by us, directly or through a distribution partner, and your use of them is subject to these Terms of Use and any operating rules or policies we publish on the Website from time to time. Please read these Terms of Use carefully;
2.1.2 The Services provide coverage via GSM, HSDPA, 4G LTE and 5G mobile networks through our overseas roaming partners. We do not control these networks and cannot guarantee the quality of roaming services. Coverage depends on the network, technical and operational capabilities of our roaming partners, and gaps in coverage may occur even within areas designated as covered, particularly indoors or in remote areas. We will make every reasonable effort to provide a high level of availability, but we cannot guarantee continuous, uninterrupted operation or specific transmission speeds or capacities;
2.1.3 We may revise the list of supported countries at any time, without needing your prior consent. Any addition or removal of a country will be announced before it takes effect. The current list of supported countries is available on the FlexiRoam App and Website; and
2.1.4 We may carry out maintenance on our network at any time, which may cause temporary service disruptions. We make no representations or warranties about the availability, quality, operation or support of data roaming on our network, on third-party devices, or on third-party networks.
3. Your Account
3.1 When you download and register with the FlexiRoam App, we will create an Account for you.
3.2 FlexiRoam is a prepaid service. You need to purchase a Data Plan before you can use the Services. Data Plans do not renew automatically; you choose and pay for each Data Plan you wish to activate.
3.3 A Data Plan’s validity begins on the date you activate it, or on the date you have scheduled it to start, whichever applies. Each Data Plan has an expiry date shown on the FlexiRoam App.
3.4 Data in your Account can only be used within an active Data Plan. Any Data left unused when a Data Plan expires will not carry forward, unless it is rolled over under our Rollover Policy.
3.5 Data that is unused and not rolled over by the time it expires will be lost and is not eligible for a refund or other compensation. We will not be liable for any loss incurred by a Member who does not follow the rollover procedure described above.
3.6 From 1 January 2025, any Data Plan purchased but not activated, or not scheduled to begin, within 90 days of purchase will automatically activate. We will not provide a refund or other compensation for Data Plans that are automatically activated under this clause, or that subsequently expire unused.
3.7 Your Account details are your property, and you are solely responsible for the use of your Account and for the cost of any GSM, HSDPA, 4G LTE or 5G service obtained through it. You are liable for all charges payable on your Account, whether incurred by you or by a third party.
3.8 Your Account is not transferable to a third party or to another FlexiRoam account.
3.9 Charges are calculated and billed in US Dollars (USD), or in another currency you select on the Website or App. We may, at our discretion, offer alternative currencies. You agree to bear any additional transaction charges your financial institution applies to your purchase of the Services.
4. Changes to the Terms of Use
4.1 We may change these Terms of Use from time to time by publishing details of the change on the Website and/or the FlexiRoam App. We will publish details of any change, including its effective date, as soon as reasonably possible, and in any event no less than two (2) weeks before the change takes effect.
5. Charges for the Services
5.1 As FlexiRoam is a prepaid service, you agree to pay in advance for each Data Plan by debiting your chosen payment method for the applicable amount. Data is valid only for the period of the Data Plan it belongs to. Unused Data may carry forward if you renew before the Data Plan expires, subject to our Rollover Policy.
5.2 If your Data balance is depleted, you will need to purchase or otherwise obtain further Data through the FlexiRoam App.
5.3 You agree to pay all charges associated with using your FlexiRoam Account with third-party services, whether or not you authorised them, and you agree that we are not liable to refund any purchase you did not intend to make.
5.4 We may change our prices or pricing structure at any time.
5.5 We use Stripe as our electronic payment gateway. Stripe is an online credit card processor that uses technology to protect your transaction details. Your full credit card details are received and processed by Stripe, not by us.
5.6 Any payment for a Service is a gross payment, inclusive of any applicable input tax, VAT, GST or other tax. If a payment attracts a further charge, tax or duty, you will pay that additional amount.
6. Equipment
6.1 You are responsible for your own device used with the FlexiRoam SIM Card, FlexiRoam eSIM or FlexiRoam App, including its proper configuration and installation, in compliance with applicable regulations and any instructions we or your device manufacturer provide. You are also responsible for all preparations needed to install, activate and stop using the FlexiRoam SIM Card, FlexiRoam eSIM or FlexiRoam App.
6.2 You agree to make sure your device is unlocked and compatible with the FlexiRoam App, FlexiRoam SIM Card and FlexiRoam eSIM.
6.3 The FlexiRoam SIM Card and FlexiRoam eSIM remain our property at all times, and ownership does not pass to you. We may ask you to return a FlexiRoam SIM Card, and you must do so immediately, in the circumstances set out in Clause 12 or for any other valid reason.
6.4 We are not liable for any damage or loss to your own device that occurs during installation of the FlexiRoam SIM Card or FlexiRoam eSIM, or while using them with the FlexiRoam App.
7. Promotions and Promotional Data
7.1 We may run marketing campaigns. The terms of a specific campaign will be published across any media we choose, including the Website, our official social media channels, email, the FlexiRoam App, and advertising.
7.2 Members may obtain or earn Promotional Data from us or our marketing partners. Promotional Data has no separate validity period; it follows the validity of the Purchased Data Plan it is attached to.
7.3 We may end or withdraw a Promotion at our sole discretion, at any time.
8. Termination of Account and Deduction of Promotional Data
8.1 We may terminate your Account, or any other User’s Account, and withhold or deduct accumulated Promotional Data or other Promotion benefits, if we determine or reasonably believe that the Promotional Data was obtained or redeemed in error, fraudulently, illegally, or in violation of the applicable Promotion terms.
9. Responsibility for the Use of FlexiRoam
9.1 You are solely responsible for the content of any information or communication you transmit using the FlexiRoam App, and for all use of your FlexiRoam SIM Card and FlexiRoam eSIM, including use by third parties. You are responsible for paying all charges arising from the use of FlexiRoam, including charges you did not intend to incur. You must comply with all reasonable security procedures and standards relating to FlexiRoam. We may contact you about security issues if we observe or are told about abuse or misuse.
9.2 Your access to the Website and Services is conditional on you not misusing them. You will not:
a. commit or encourage a criminal offence;
b. transmit or distribute a virus, trojan, worm, logic bomb or other material that is malicious, technologically harmful, in breach of confidence, or offensive;
c. hack into any part of the Website or Services, corrupt data, or cause annoyance to other Users;
d. maliciously interrupt the purchase of goods or Services from the Website or Services;
e. infringe another person’s proprietary rights;
f. send unsolicited advertising or promotional material (spam); or
g. attempt to affect the performance or functionality of any computer facilities of, or accessed through, the Website or Services.
9.3 You acknowledge that breaching this clause may constitute a criminal offence. If it does, we will report the breach to the relevant law enforcement authorities and disclose your identity to them.
9.4 We are not liable for any loss or damage caused by a distributed denial-of-service attack, virus or other technologically harmful material that may affect your equipment, programs, data or other property as a result of your use of the Website or Services, or your downloading of material from them.
10. General Provisions
10.1 Please direct any difficulty with our Services to our Customer Service Centre. Visit the Website for contact details, or email support@flexiroam.com.
10.2 The Services must not be used or relied on as an alternative to emergency service numbers anywhere in the world. If you need emergency assistance, use a fixed telephone network or the established Marine Emergency Procedures.
10.3 The Services are made available to you on the basis that you, and anyone else using the Services with your express or implied consent (or for whose use you are responsible), will:
10.3.1 not use the Services for an improper or unlawful purpose, and will not allow others to do so;
10.3.2 comply with all relevant legislation and regulations relating to use of the Services and of GSM, HSDPA, 4G LTE and 5G networks generally;
10.3.3 comply with any reasonable instruction we issue from time to time;
10.3.4 comply with any reasonable request relating to an investigation into fraud or another offence; and
10.3.5 not act, or fail to act, in a way likely to injure or damage a person, property, or the network, or impair or interrupt the quality of the Services.
10.4 We may suspend or terminate your Account, without refund, and/or deduct Data we reasonably believe was obtained illegally, fraudulently or in violation of a Promotion’s terms or these Terms of Use, if we consider your use of the Services abusive or fraudulent. We are not required to give notice before doing this, but we will try to give a warning by a suitable means where possible.
10.5 We may interrupt or suspend the Services at any time, giving reasonable notice where possible, to carry out modification, maintenance or remedial work on the network. We will use reasonable efforts to keep such interruptions to a minimum.
11. Cancellation or Expiration of Data
11.1 Any Data unused at the end of its validity period will be lost and is not eligible for a refund or renewal.
11.2 If you decide to stop using the Services before your Data Plan expires, we will not refund any money you have paid.
12. Termination
12.1 We may terminate your Account if:
12.1.1 you breach, or fail to comply with, these Terms of Use;
12.1.2 you act, or fail to act, in a way that we reasonably believe jeopardises or impairs the operation of the network or the quality of the Services;
12.1.3 you use, or connect to the network, equipment that is not approved for use with FlexiRoam and that does not comply with relevant legislation or regulations;
12.1.4 we reasonably suspect that fraud is being committed against us or a third party; or
12.1.5 information you have given us turns out to be false.
12.2 We may terminate the Services with immediate effect. You will have seven (7) days from termination to contact us to verify your account or appeal for reinstatement. Reinstatement, if any, is considered case by case and is at our sole discretion.
12.3 On termination, we will retire your Account. We may refuse a request for information relating to an Account where we cannot verify that the request comes from that Account’s subscriber.
13. Provision of the Services
13.1 The Services are subject to the network service levels and agreements that exist between mobile networks, which are outside our control. We will do our best to provide the Services at all times, using reasonable care and skill, but any warranty we give does not extend to third-party services you access through the Services.
13.2 If provision of the Services is prevented or delayed by an act or omission of yours or of a third party, we are not liable for any cost, charge or loss you incur, directly or indirectly, because of that prevention or delay.
13.3 We may change the Services from time to time, without notice, to comply with safety, service improvement, regulatory or statutory requirements, provided the change does not materially affect the nature or scope of, or the Charges for, the Services.
13.4 Mobile data speeds may be limited depending on circumstances we consider appropriate. Maximum upload and download speeds vary and are not guaranteed; actual speed depends on factors including your location, network coverage and network signal.
14. Limitation of Liability
14.1 Nothing in this Clause 14 excludes or limits our liability where it would be unlawful to do so, including liability for any statutory rights you have as a consumer under the law applicable to you that cannot lawfully be excluded or limited. Subject to that, the rest of this clause applies.
14.2 You agree to indemnify, defend and hold harmless the Company, its directors, officers, employees, consultants, agents and affiliates from any third-party claim, liability, damage or cost (including reasonable legal fees) arising from your use of the Website or your breach of these Terms of Use.
14.3 Except as the law otherwise requires, our liability is limited, at our option, to:
14.3.1 for a supply of a FlexiRoam SIM Card or FlexiRoam eSIM, replacing the equivalent SIM Card or eSIM;
14.3.2 for the Services, supplying the Services again;
14.3.3 refunding the cost you paid for the FlexiRoam SIM Card, FlexiRoam eSIM or the Services; or
14.3.4 in any other case, an amount not exceeding the cost of purchasing the FlexiRoam SIM Card, FlexiRoam eSIM or the Services, including for any damage to your own devices.
15. Force Majeure
15.1 We are not liable for a breach of this Agreement caused by an Act of God, insurrection, civil disorder, war, military operation, national or local emergency, act or omission of a government, highway authority or other competent authority, industrial dispute of any kind, fire, lightning, explosion, flood, subsidence, severe weather, act or omission of a person or body we are not responsible for (including a third-party operator we use to provide the Services), or any other cause, similar or not, outside our reasonable control. If a force majeure event occurs, we may terminate this Agreement or the Services, in whole or in part, or suspend our performance for the duration of the delay.
16. User Personal Information Protection Notice
16.1 Our Privacy Policy sets out how we use your information; you can find it at www.flexiroam.com/privacy-policy. By using the Website, you consent to the processing described in the Privacy Policy and confirm that any data you provide is accurate.
17. Security Risks
17.1 We take vulnerabilities and third-party security risks seriously and have taken measures designed to protect your personal information and hardware from cyber threats.
17.2 We are not liable for damage or inconvenience caused by a malicious party or by exploitation or misuse of FlexiRoam, to the fullest extent the law allows. You will indemnify us against all claims, losses, liabilities, costs and damages arising from the way the Services are used, or because the Services are faulty or unusable, other than as a result of our own default.
17.3 If you believe you are facing a cyber threat, contact our Customer Service Centre immediately, using the number on the Website, or email support@flexiroam.com, so we can help safeguard your information and property.
18. Intellectual Property Ownership and Rights Notices
18.1 FlexiRoam is protected by copyright, trademark and related intellectual property laws of Australia and other applicable jurisdictions. You acknowledge that FlexiRoam and all associated intellectual property rights belong exclusively to the FlexiRoam group.
18.2 Trademarks, service marks, logos, trade names and other proprietary designations of FlexiRoam used by third parties, or in connection with FlexiRoam, are used for identification purposes only.
18.3 Unless we say otherwise, no person (including their name or image), third-party trademark or content, service or location featured on the Website is associated, linked or affiliated with us, and you should not assume such a connection. Any trademark or brand name referred to on the Website belongs to its respective owner and is used solely to describe or identify products or services, not to suggest they are endorsed by or connected to us.
19. Governing Law and Jurisdiction
19.1 This Agreement is governed by, and will be construed in accordance with, the laws of the Hong Kong Special Administrative Region. The parties submit to the non-exclusive jurisdiction of the courts of the Hong Kong Special Administrative Region.
20. In-App Voice Calling
20.1 The FlexiRoam App previously offered an in-app voice calling function, which was not available under selected Promotional Data plans.
20.2 Effective 1 January 2026, we no longer support voice calls through the FlexiRoam App. The Services are limited to data roaming from that date. Any other reference in these Terms of Use to in-app calls, call functions, or calling patterns reflects a feature that applied only before that date and no longer forms part of the Services.
21. Fair Usage Policy (“FUP”)
21.1 All offers relating to the Services and/or Website are subject to this Fair Usage Policy. We expect a fair balance between use of Free Products and Paid Products. Excessive volume or duration of use of Free Products only, as determined at our discretion, acting reasonably, will be treated as abuse.
21.2 Some Plans support unlimited use within a set number of days. For these Plans, there is a daily limit, after which either a lower speed will apply or the service will pause until the following day.
21.3 The Services and Website are for individual use only (personal or business communications), in accordance with these Terms of Use and this FUP (“Legitimate Use”). The following are not Legitimate Use:
21.3.1 using the Services, Products, or Website for telemarketing or call centre purposes; and
21.3.2 sharing a Product between Users, other than through our official in-app Shared Data feature described in Clause 1 and Clause 7.
21.4 We may apply usage charges and/or withdraw the Services from any Account in the case of overuse or abuse of Free Products. We are not liable to reimburse or compensate you, in FlexiRoam credit, purchase price or otherwise, for any Account suspended under this FUP.
21.5 We may change this FUP at any time, at our sole discretion. Changes take effect immediately on publication on the Website, App or other FlexiRoam channels.
22. Refer a Friend
22.1 Refer a Friend is a promotional campaign, not a permanent feature of the Services. We may make it available, suspend it, or withdraw it from time to time, at our sole discretion, and its availability at any given time is not guaranteed.
22.2 While available, FlexiRoam App Users who hold a Global Plan may refer the FlexiRoam App to new Users through their Referral Link. Both the Referrer and the Referee will then earn Promotional Data. The amount of Promotional Data available per referral is determined by us from time to time, at our sole discretion.
22.3 A referral is successful once all of the following are met:
22.3.1 the Referee’s device has never had any version of the FlexiRoam App installed on it;
22.3.2 the Referee downloads the FlexiRoam App from the App Store or Play Store via the link the Referrer sent; and
22.3.3 the Referee signs up in the downloaded FlexiRoam App using one of:
(i) a Google email address that has never been registered with any version of the FlexiRoam App;
(ii) a Facebook account whose primary email has never been registered with any version of the FlexiRoam App; or
(iii) an email address that has never been registered with any version of the FlexiRoam App.
22.4 We may change the terms of this Clause 22 from time to time, at our sole discretion.
23. Rollover Policy
23.1 This Rollover Policy applies only to Data Plans that include a Data Rollover benefit, as stated on the Data Plan (for example, a Global Data Plan of 1GB for 7 days).
23.2 Data Rollover means extending the expiry date of your existing active Data Plan when you purchase and activate the same Data Plan again (that is, the same coverage and plan name).
23.3 You are eligible to extend the validity of your existing active Data Plan to the expiry date of the newly activated plan, for an amount of Data up to the size of the new Data Plan. For example, activating a 1GB plan allows a rollover of up to 1GB.
23.4 If your unused Data balance is larger than the new plan, only the amount of Data equal to the new plan will carry forward; any excess will not.
24. Wallet Credit Policy
24.1 Prior to the discontinuation of Wallet Credit under Clause 24.6, we determined, at our discretion, which products and services Wallet Credit could be used to purchase.
24.2 Prior to the discontinuation of Wallet Credit under Clause 24.6, Data Plan promotions offering a discount of 70% or more could not be purchased with Wallet Credit.
24.3 A dormant Account is one that has not purchased a Data Plan with cash, credit card or Wallet Credit, or used any Data, within a 24-month period.
24.4 Wallet Credit in a dormant Account will be removed and forfeited.
24.5 Wallet Credit is not refundable.
24.6 Effective 1 May 2026, Wallet Credit is no longer supported or available. Any unused Wallet Credit remaining in an Account from that date is deemed dormant and forfeited.
25. Invalidity
25.1 If any part of these Terms of Use is unenforceable, including a provision excluding our liability, the rest of the Terms of Use will remain in effect. Where a clause or part of a clause can be severed to make the remainder valid, it will be interpreted that way. Otherwise, you agree the clause will be rectified and interpreted to resemble its original meaning as closely as the law allows.
26. Complaints
26.1 We operate a complaints procedure to help resolve disputes when they first arise. Please send complaints to support@flexiroam.com.
