Delivery & Fulfillment Policy | Roemio

1. Merchant Identity & Service Nature

This Delivery & Fulfillment Policy applies to all bookings processed on Roemio (accessible online at www.roemio.com).

Roemio is operated by Believ App (Pty) Ltd (SARS TIN: 9101783240; Registered Office: C 138 Manhattan Mews, 69 Meridian Drive, Umhlanga, KwaZulu-Natal, 4319, South Africa; Executive Office: Johannesburg, Gauteng, 2190). Roemio specializes in the digital facilitation and electronic reservation of travel services, including accommodation (hotels, resorts, and apartments).

📦2. Method of Delivery (Electronic e-Delivery)

Because Roemio provides digital travel services and hotel reservations, all fulfillment is executed electronically. No physical goods or paper documentation are shipped via courier or post:

Instant Automated Email Dispatch: Immediately upon successful transaction authorization via our payment partner Payfast (Pty) Ltd, your official booking voucher is transmitted directly to the primary email address entered during checkout.
Online Dashboard Access (24/7): Confirmed vouchers are simultaneously uploaded to your user account dashboard at www.roemio.com/account/bookings, where they can be viewed, downloaded as a PDF, or printed at any time.
SMS / WhatsApp Notification (Where Enabled): An instant confirmation summary and booking link are dispatched to the mobile number provided.

3. Delivery Timeframes & Deadlines

We pride ourselves on instant real-time reservation processing:

Standard Delivery Time: Within 0 to 5 minutes of payment confirmation from PayFast.

Instant Availability Recheck: In the rare event of real-time supplier network congestion, fulfillment and HCN issuance will complete within a maximum of 15 minutes.

Cut-Off Times: Bookings can be made 24 hours a day, 7 days a week, 365 days a year. Electronic delivery is fully automated and operates continuously.

🏷️4. Delivery Fees & Shipping Charges

Electronic delivery of travel vouchers and booking confirmations is 100% free of charge (R0.00 / Zero ZAR). Customers will never be assessed courier, postage, or electronic document delivery fees.

5. What Your Delivered Booking Voucher Contains

Your electronic voucher serves as your official proof of purchase and check-in confirmation. It contains:

Roemio Order ID: Unique alphanumeric booking identifier.
Hotel Confirmation Number (HCN): Directly recognized by the hotel management and front desk.
Guest Information: Legal names of all primary and accompanying guests.
Stay Details: Check-in and check-out dates, room category, bedding configuration, and meal plan (e.g. Room Only or Breakfast Included).
Payment Status: Confirmation that the room rate has been prepaid in full via PayFast.
Local Tax Guidance: Clear itemization of any mandatory local municipal taxes or resort fees to be paid locally at check-in.
Property Contact: Hotel physical address, front desk telephone, and emergency contact details.

6. What to Do If You Do Not Receive Your Voucher

If you have successfully completed payment on PayFast but have not received your confirmation email within 15 minutes, please take the following steps:

Check Spam / Junk Folders: Automated emails can occasionally be misclassified by your email service provider. Look for emails from reservations@roemio.com.
Log into Your Roemio Account: Your booking is instantly accessible online under My Bookings.
Contact Support for Instant Re-delivery: Email our operations team at reservations@roemio.com with your name and PayFast payment receipt. A specialist will re-issue your voucher immediately.

7. Compliance & Contact Details

For any questions regarding order fulfillment, voucher issuance, or platform verification:

Merchant Trading Name: Roemio

Legal Operator: Believ App (Pty) Ltd

Location: Johannesburg, Gauteng, 2190, South Africa

Operations Email: reservations@roemio.com

Direct Phone: 082 706 5222

Operating Hours: Monday – Friday, 08:00 – 18:00 (SAST / UTC+2)