QY Roam Service Terms
Last updated: 5 September 2026
These terms govern Pocket WiFi rentals and travel eSIMs supplied by QY Venture Pte. Ltd. under the QY Roam brand. By placing an order you agree to these terms.
Bookings and payment
Prices are quoted in Singapore dollars. Your booking is confirmed only after successful payment. Standard Singapore delivery and a prepaid return service are included for Pocket WiFi rentals at no extra charge. The amount displayed before checkout is the amount charged for the rental, subject only to any valid promotion applied before payment. We may decline or cancel an order if inventory, payment, delivery or compliance requirements cannot be satisfied, in which case any applicable refund will be processed to the original payment method.
Pocket WiFi rental period and service
The Pocket WiFi rental period is based on the travel dates selected at checkout. Coverage, speed and availability depend on overseas network operators and local conditions. Data plans may be subject to fair-use or speed-management policies stated on the selected plan.
Pocket WiFi delivery
Customers must provide an accurate Singapore delivery address and reachable contact number. Delivery estimates are not guaranteed where delays result from courier operations, incomplete details, events beyond our reasonable control, or bookings made too close to departure.
Return of Pocket WiFi equipment
The Pocket WiFi device and supplied accessories remain the property of QY Venture Pte. Ltd. A prepaid return service is included with standard Pocket WiFi bookings. Customers must follow the supplied return instructions and hand the complete equipment package to the designated return channel within 5 calendar days after the booked rental period ends. Customers should retain courier acceptance or tracking evidence until QY Roam confirms receipt.
Loss, damage and late return
Customers are responsible for reasonable repair or replacement costs arising from loss, material damage or failure to return rented equipment. QY Roam does not automatically charge a pre-set loss, damage or late-return fee to the payment method used for the booking. If an issue occurs, we will contact the customer with the basis and amount of any proposed charge before requesting separate payment.
Travel eSIMs
Travel eSIMs are digital products intended for compatible, carrier-unlocked devices. The customer is responsible for checking device compatibility before purchase. After payment confirmation, QY Roam will send the eSIM details and activation instructions to the contact information supplied with the order. Installation, activation timing, validity, data allowance, hotspot availability and fair-use rules are plan-specific and the supplied instructions should be followed.
An eSIM may be limited to one device or one installation. Customers should not delete an installed eSIM unless the supplied plan instructions confirm that reinstallation is supported. Network availability, speed and coverage depend on the destination network and local conditions.
Digital fulfilment and support
If eSIM fulfilment has not arrived within a reasonable period after confirmed payment, or before imminent departure, contact QY Roam promptly at +65 8032 7183 with the order details. QY Roam may use manual fulfilment processes and will use reasonable efforts to resolve fulfilment issues before travel.
Promotions
The Pocket WiFi code QY10 provides 10% off the rental component of eligible Pocket WiFi bookings through 30 September 2026. Standard Singapore delivery and prepaid return remain included at no extra charge. Loss, damage and late-return costs, if separately applicable under these terms, are not part of the promotional discount. QY Roam may reject misuse or duplicate promotional claims. Travel eSIM launch code QYESIM15 provides 15% off eligible eSIM purchases through 30 September 2026. Travel eSIM promotional pricing and eligibility are shown on the relevant plan and checkout page.
Cancellations and refunds
Pocket WiFi bookings cancelled before the device is dispatched are eligible for a full refund of the amount paid. After dispatch, delivery costs already incurred and the rental amount may be non-refundable unless QY Roam cannot provide the booked service or the device is materially defective and we cannot resolve the issue. Travel eSIM orders cancelled before the eSIM is issued are eligible for a full refund. After the eSIM or QR code has been issued, the order is generally non-refundable unless the eSIM is invalid or unusable due to an issue attributable to QY Roam or its fulfilment provider and the issue cannot be resolved. Approved refunds are returned to the original payment method. No separate cancellation administration fee is charged. Nothing in these terms limits statutory rights that cannot lawfully be excluded.
Acceptable use
You must not use the service for unlawful activity, interfere with networks or devices, tamper with rented equipment, resell access without permission, or use the service in a way that breaches an overseas network operator’s terms.
Liability
To the extent permitted by law, QY Venture Pte. Ltd. is not liable for indirect or consequential losses caused by network outages, local operator restrictions, device incompatibility, travel disruption or circumstances beyond our reasonable control. Nothing in these terms excludes rights or liabilities that cannot lawfully be excluded.
Support
For booking, eSIM, delivery or return assistance, contact QY Roam at +65 8032 7183.
Business and contact information
QY Roam is a travel-connectivity service operated by QY Venture Pte. Ltd. (UEN 202207979H), registered at 6001 Beach Road, #13-11 Golden Mile Tower, Singapore 199589. QY Roam is not a mobile network operator; eSIM and roaming connectivity may be supplied through third-party connectivity and network partners. For booking, fulfilment, billing, cancellation, refund or service enquiries, contact us via WhatsApp at +65 8032 7183.