Roamer is a small operation run by a few people who love walking cities. We want every walk to be worth what you paid — and if something goes wrong, we want to make it right.
The short version
- Within 24 hours, before any audio plays: Email us, get a full refund, no questions asked.
- After you've started listening: Reach out anyway. If a tour didn't work for a fixable reason — broken audio, GPS not finding stops, content that didn't match what you saw on the ground — we'll usually refund without a fuss.
- After you've listened to several tours: At that point a full refund stops being fair to either side. We're still happy to talk it through, and if there's a real problem we'll find a way to help — but the answer probably won't be your money back in full.
How to ask
Email hello@roamer.travel with three things:
- The email you paid with (so we can find your purchase).
- What happened — as little or as much detail as you want.
- Whether you'd prefer a refund, a different tour, or something else.
We're a couple of humans answering, not a queue. You'll usually hear back within a day.
Before you dispute the charge with your bank
If something feels off, please email us first. We can almost always sort things out faster than your bank can — and a chargeback costs us a $15 dispute fee even when it's resolved fairly. We'd rather just talk.
What's covered
- Single tour ($2.99). Refundable per the policy above. Once refunded, the tour re-locks on your device.
- Roamer Pass ($9.99 / 30 days). Same policy. Once refunded, all premium tours re-lock and the pass is cancelled.
What we promise back
We'll be straight with you. If we made a mistake — bad audio, wrong info, a feature that didn't work — we'll tell you, fix it, and refund you. If we don't think a refund is fair, we'll tell you that too, and explain why. No bot loops, no template emails, no runaround.
— The Roamer team
hello@roamer.travel