Terms & Conditions
Last Updated: October 2026 • Version 3.0 • Roemio Platform operated by Believ App (Pty) Ltd
Please read these Terms & Conditions carefully. In compliance with Section 49 of the South African Consumer Protection Act, your attention is specifically drawn to provisions which may:
- Limit or exempt the liability of Roemio and Believ App (Pty) Ltd (Clause 11 and Clause 12);
- Constitutes an assumption of risk or liability by you as the guest or booking customer (Clause 7, Clause 10, and Clause 11);
- Impose an obligation on you to indemnify Roemio and its directors (Clause 10); and
- Establish strict non-refundable cancellation terms and chargeback remedies (Clause 5, Clause 6, and Clause 8).
1. Merchant Identity & Platform Ownership
Welcome to Roemio (“Roemio”, “we”, “us”, or “our”), accessible online at www.roemio.com.
In accordance with Section 43 of the Electronic Communications and Transactions Act (ECTA) No. 25 of 2002 of the Republic of South Africa, the merchant, platform owner, and operator details are as follows:
Merchant / Trading Platform: Roemio (www.roemio.com)
Legal Operating Entity: Believ App (Pty) Ltd
Tax Identification Number (SARS / TIN): 9101783240
Country of Incorporation & Operations: Republic of South Africa
Registered Corporate Address: C 138 Manhattan Mews, 69 Meridian Drive, Umhlanga, KwaZulu-Natal, 4319, South Africa
Executive Operations Office: Johannesburg, Gauteng, 2190, South Africa
Official Customer Operations Email: reservations@roemio.com
Emergency Telephone Desk: +27 82 706 5222
Accredited Payment Partner: Payfast (Pty) Ltd (licensed South African payment processor, PCI-DSS Level 1)
By accessing our website, creating an account, browsing travel options, or completing a reservation, you acknowledge that you have read, understood, and unconditionally agree to be bound by these Terms & Conditions, our Privacy Policy, our Refund Policy, our Cancellation Policy, and our Delivery & Fulfillment Policy.
2. Role of Roemio as an Online Travel Intermediary
2.1 Facilitator Status: Roemio operates strictly as an online travel technology platform and booking marketplace. We act as an intermediary facilitating the reservation of travel inventory between you (“Customer” or “Guest”) and independent third-party accommodation providers (hotels, resorts, apartments), airlines, transport operators, and global bedbanks/wholesalers (collectively, “Third-Party Travel Suppliers”).
2.2 Independent Contractors: Third-Party Travel Suppliers are independent entities and are not agents, partners, joint venturers, or employees of Roemio or Believ App (Pty) Ltd. Roemio does not own, operate, manage, furnish, or control any hotel, vehicle, aircraft, or physical travel facility.
2.3 Supplier Contracts: When you book a room or travel service through Roemio, a separate, direct legal contract is formed between you and the respective Third-Party Travel Supplier governing the physical provision of accommodation or transport. You agree to comply with all rules, terms, check-in requirements, and conduct regulations of the Third-Party Travel Supplier.
3. Information Accuracy, Photos & Star Ratings
3.1 Supplier Data: All property information, descriptions, photos, amenities, room sizes, star classifications, and guest reviews displayed on Roemio are transmitted in real-time by Third-Party Travel Suppliers and global hotel databases.
3.2 No Warranty on Subjective Content: While Roemio makes commercially reasonable efforts to ensure information integrity, we do not warrant that property descriptions, photos, or facility lists are error-free or exhaustive. Temporary closures of hotel facilities (such as pool maintenance, restaurant renovations, or seasonal changes) are determined exclusively by the hotel without Roemio's prior knowledge and do not constitute a breach by Roemio.
3.3 Star Ratings: Star ratings are provided solely as an indicative guideline in accordance with national tourism grading schemes or supplier benchmarks and may vary between countries and jurisdictions.
4. Pricing, Payment Processing & Manifest Errors
4.1 Currency: Transactions for South African customers are processed in South African Rand (ZAR). Where prices are displayed in alternative currencies (USD, EUR, GBP, AED), conversion is based on indicative daily exchange rates. The final charged total is displayed prior to payment authorization.
4.2 Payment Gateway (PayFast): All payments on Roemio are processed through Payfast (Pty) Ltd, a licensed South African payment service provider. Roemio does not store full credit card numbers or security CVV codes on our servers. All financial transactions comply with PCI-DSS Level 1 security standards.
4.4 Local Taxes & On-Site Deposits: Certain municipal tourist fees, city taxes, resort fees, or security deposits are required by local statutes to be collected directly on-site by the property upon arrival. These items are itemized on your rate summary and booking voucher.
5. Delivery & Fulfillment Policy (e-Delivery)
- Electronic Issuance: Roemio delivers all travel reservation confirmations electronically (“e-Delivery”). Immediately upon successful payment authorization through PayFast, your reservation is confirmed and your booking voucher is generated.
- Delivery Method & Timeframe: Your official booking voucher—containing your Order ID, Hotel Confirmation Number, guest names, check-in instructions, and payment status—is delivered via email to your nominated email address within 0 to 5 minutes of transaction completion and is immediately downloadable in your online account.
- Zero Shipping Fees: Electronic delivery is 100% free of charge. No physical tickets are couriered or mailed.
- Customer Duty: You are responsible for ensuring that the email address provided is correct and accessible. If you do not receive your voucher within 15 minutes, you must inspect your spam folder and notify our support desk at reservations@roemio.com for re-issuance.
6. Cancellation, Amendments & Refund Rules
6.1 Free Cancellation Rates: Rates marked “Free Cancellation” can be cancelled without penalty up until the explicit deadline stated on your voucher (e.g. “Free cancellation before 2026-11-14 at 18:00 Hotel Local Time”). Eligible cancellations receive a 100% full refund.
6.2 Non-Refundable Rates: Rates marked “Non-refundable” are heavily discounted promotional wholesale rates. Once booked and confirmed, non-refundable reservations cannot be cancelled, amended, or refunded under any circumstances, in compliance with hotel supplier terms.
6.3 No-Show Policy: Failure to arrive at the accommodation on the scheduled check-in date without prior valid cancellation constitutes a “No-Show”. In such cases, 100% of the booking amount is forfeited.
6.4 Refund Channel & Timelines: All approved refunds are credited exclusively back to the original card or account used during checkout via PayFast within 5 to 10 business days. In compliance with Anti-Money Laundering (AML) standards, refunds will never be issued in cash or transferred to third-party bank accounts.
7. Passports, Visas & Entry Requirements
7.1 Sole Traveler Responsibility: It is the sole and absolute responsibility of each traveling passenger to ensure they possess valid travel documentation, including:
- A valid passport with at least six (6) months validity remaining beyond the intended departure date;
- All mandatory entry, tourist, transit, and stopover visas;
- Required health certifications, yellow fever inoculations, COVID declarations, and travel insurance.
7.2 Denial of Entry or Boarding: Roemio shall have zero liability if you or any traveling companion is denied boarding, transit, or entry by immigration authorities, border control, or airline personnel due to invalid documentation. Denial of entry does not entitle you to a refund.
8. Chargeback Abuse, Fraud & Administrative Fees
8.1 Obligation to Contact Support: You agree that before initiating any credit card chargeback, bank dispute, or payment reversal, you will first contact Roemio customer operations at reservations@roemio.com to resolve any booking discrepancy in good faith.
8.2 Unfounded Chargebacks: Initiating a chargeback for a completed stay, a legitimately fulfilled booking, or a correctly designated non-refundable rate constitutes a material breach of these Terms.
8.3 Recovery & Administrative Fees: If an unfounded, fraudulent, or retaliatory chargeback is lodged, Roemio reserves the right to:
- Recover the full amount of the disputed transaction;
- Levy an administrative investigation fee of R500 (or $30 USD) plus any merchant chargeback fees assessed by PayFast;
- Recover all associated legal costs, collection agency commissions, and trace fees on an attorney-and-own-client scale;
- Block the user's account, email, and credit card from future transactions across our network.
9. Best Price Guarantee (Price Match) Terms
Roemio offers a Best Price Guarantee (“We price match!”) subject to strict conditions. To qualify:
- You must hold a confirmed Roemio booking and submit the claim before 11:59 PM hotel local time on the day prior to check-in;
- The competing offer must be an exact match (same property, dates, room category, bed type, currency, taxes, and cancellation terms);
- The lower rate must be publicly viewable, bookable, and verifiable in real-time by Roemio agents (excluding member discounts, vouchers, corporate codes, or packaged rates);
- Roemio retains sole discretion to determine claim validity and may match the rate or refund the difference.
10. Guest Conduct & Comprehensive Customer Indemnification
10.1 Property Rules: Guests agree to conduct themselves in a civilized, lawful manner and comply with all property regulations, including check-in/out schedules, noise limits, smoking prohibitions, and pet policies.
10.2 Liability for Damage: You are solely and directly responsible for any physical damage, destruction, loss, deep-cleaning charges, or unauthorized room additions caused by you, your companions, or your invitees during the stay.
- Your breach of these Terms & Conditions or applicable laws;
- Any property damage, personal injury, disturbance, or illegal conduct committed during your stay;
- Any third-party claim brought by a hotel, airline, or supplier resulting from your actions; or
- Your initiation of an unfounded bank chargeback or disputed payment.
11. Limitation of Liability & Monetary Liability Cap
11.1 Maximum Exclusion of Consequential Damages: To the maximum extent permissible under the Consumer Protection Act (CPA) No. 68 of 2008 and South African law, Roemio, Believ App (Pty) Ltd, its directors, and staff shall not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, including loss of profits, loss of holiday enjoyment, travel disruption, alternative accommodation costs, or missed business opportunities.
11.2 Intermediary Disclaimer: Roemio accepts no liability for any acts, omissions, errors, representations, warranties, breaches, or negligence of Third-Party Travel Suppliers, or for any personal injuries, death, property damage, food illness, or accidents occurring on hotel premises or transport vehicles.
12. Force Majeure (Unforeseeable Events)
Neither Roemio nor the Third-Party Travel Suppliers shall be deemed in breach of these Terms or liable for failure or delay in performance resulting from events beyond reasonable control (“Force Majeure”). Force Majeure includes, without limitation:
- Acts of God, floods, earthquakes, hurricanes, fires, or natural disasters;
- Epidemics, pandemics, quarantine restrictions, or public health emergencies;
- War, terrorism, military operations, civil commotion, insurrections, or strikes;
- Government travel bans, border closures, or airspace shutdowns;
- National electricity grid failures (loadshedding), telecommunication blackouts, or supplier insolvencies.
13. Intellectual Property & Acceptable Website Use
13.1 Proprietary Content: The website, logo, branding, software, search architecture, styling, and graphics are the exclusive intellectual property of Roemio and Believ App (Pty) Ltd.
13.2 Prohibited Conduct: You agree not to: (a) use any automated bot, scraper, spider, or script to monitor or copy content; (b) make speculative, false, or fraudulent reservations; (c) reverse engineer our booking engines or API integrations; or (d) introduce malicious software or denial-of-service disruptions.
14. Dispute Resolution, Governing Law & Severability
14.1 Governing Law: These Terms & Conditions are governed exclusively by and construed in accordance with the laws of the Republic of South Africa.
14.2 30-Day Good-Faith Resolution: Before initiating any formal legal proceedings or consumer tribunal complaints, you agree to submit a detailed written notice of dispute to reservations@roemio.com and engage in good-faith negotiations with Roemio management for a period of at least thirty (30) calendar days.
14.3 Exclusive Jurisdiction: Subject to mandatory consumer rights under the Consumer Protection Act, any legal action or arbitration arising out of these Terms shall fall under the exclusive jurisdiction of the Magistrates' Court or High Court of South Africa (Gauteng Division, Johannesburg).
14.4 Severability: If any provision of these Terms is determined by a competent South African court to be invalid, unlawful, or unenforceable under the CPA or ECTA, that specific clause shall be severed, and the remaining provisions shall continue in full legal force and effect.
15. Customer Support & Compliance Enquiries
For any booking verification, cancellation assistance, compliance inquiries, or legal notices, please reach out to our executive operations team:
Customer Operations Desk: reservations@roemio.com
Direct Telephonic Line: +27 82 706 5222
Corporate Entity: Believ App (Pty) Ltd (Trading as Roemio)
Tax Identification Number (SARS / TIN): 9101783240
Registered Corporate Address: C 138 Manhattan Mews, 69 Meridian Drive, Umhlanga, KwaZulu-Natal, 4319, South Africa
Executive Operations Office: Johannesburg, Gauteng, 2190, South Africa
Desk Operating Hours: Monday – Friday, 08:00 – 18:00 (SAST / UTC+2) • Urgent in-stay support monitored 24/7