GENERAL TERMS AND CONDITIONS
Effective date: 3 June 2024
1. VALIDITY OF GENERAL TERMS AND CONDITIONS
The following Terms and Conditions shall apply to all services rendered by AIRGSM PTE. LTD., hereafter referred to as Airalo, in connection with prepaid eSIM reselling. The following Terms and Conditions are provided on the website https://www.airalo.com. Airalo may accept variant clauses only in the case of an explicit written agreement. This section defines various categories of individuals and entities who interact with Airalo's services, platforms, and applications. Understanding these roles is crucial for interpreting the rights, obligations, and conditions described in these Terms and Conditions (T&C).
The term "Customer" as used throughout this document will refer to any individual or entity engaging with Airalo's services, including End Users, Business Users, and End Customers, as applicable based on the context of the usage. This broad definition ensures that our T&C encompasses all interactions with our services, providing a clear and comprehensive understanding of the rights and responsibilities of all parties involved.
2. DESCRIPTION OF SERVICES
2.1. eSIM RESELLING
Airalo resells prepaid eSIMs. The Customer registers and buys eSIMs on the Airalo website (https://www.airalo.com) and/or Airalo App.
2.2. REGISTRATION FOR USING AIRALO SERVICES
All customers, including End Users, Business Users, End Customers, and Job applicants as defined in Section 1, must accept the General Terms and Conditions to utilize Airalo services. During the registration process, the following information must be provided:
In instances where Airalo services are provided through intermediaries (e.g., hotels or travel agencies), the intermediary may provide the required registration information on behalf of the Customer.
To adapt to evolving service requirements and enhance user experience, Airalo reserves the right to collect additional information from all categories of customers as deemed necessary. This collection of additional information will be conducted in a manner that respects privacy and complies with data protection laws, without necessitating further changes to these Terms and Conditions. Customers will be informed accordingly about the collection of any such additional information through our standard communication channels.
2.3. AIRALO ENGAGEMENTS
Airalo shall use reasonable endeavors to provide Customer quality service. However, Airalo does not guarantee that the service will not be interrupted, provided on time, and be safe or fault-free.
2.4. CUSTOMER ENGAGEMENTS
In using the Equipment or Services provided by Airalo, the Customer must not engage in any action: that is abusive, illegal, or fraudulent; that causes the Network to be impaired or damaged. When the Customer breaches its obligations under Sec. 2.4, Airalo may suspend the Customer's use of the Service. During any period of suspension, the Customer shall continue to pay all Charges due under this Agreement in respect of the suspended Services.
2.5. DEVICE COMPATIBILITY
The Customer is responsible for ensuring that their device is eSIM compatible and network-unlocked. Device compatibility may depend on the carrier and country of origin; the Customer must check the list of eSIM-compatible devices provided at the checkout. By checking the box that confirms that the Customer's device is eSIM compatible, the Customer is then held responsible for the accuracy of the information they provide.
The eSIM compatibility list is not exhaustive, meaning newly announced eSIM-compatible devices may still need to be added.
3. START, DURATION, AND TERMINATION OF THE CONTRACT
The service contract between Airalo and the Customer begins upon completing the order on the Airalo website (https://www.airalo.com, including any subdomains associated with Airalo), via the Airalo app, through our APIs, on the Partner Platform, or via any other product provided by Airalo that allows customers to make an order.
The Activation of the eSIM and acknowledgment of the Activation Policy is the Customer's responsibility.
The contract will be terminated for End Users if they do not have an active data package or have deleted the eSIM from the target device. However, for Business Users, the termination of the contract is subject to the terms of any specific agreement signed between the Business User and Airalo, or their active status on the Partner Platform. For Business Users with such agreements or active platform participation, the contract remains in effect even in the absence of an active data package or if an eSIM is deleted from a device, reflecting the ongoing partnership and commitments between Airalo and the Business User.
4. CHARGES AND PAYMENT
4.1. PAYMENT CONDITIONS
Airalo offers various payment methods for its services, including but not limited to Credit/Debit Card, PayPal, Google Pay, Apple Pay, and Alipay.
The currency of payment is in US Dollars ($) and may include various other currencies, with the currency of payment being determined during the transaction.
The credit card transaction will be processed and secured by Airalo-approved payment service providers, including but not limited to PayPal (https://paypal.com/) and Stripe (https://stripe.com/), and additional providers chosen by Airalo for each transaction.
4.1.1. Automatic Renewals for End Users
In addition to our existing payment options, Airalo offers continuous access to our services without the need for manual renewal. This model is intended for End Users seeking uninterrupted service and convenience.
Automatic Charges: Under this model, renewal fees will be charged automatically to the End User's preferred payment method when their available data drops below a certain threshold at the beginning of each billing cycle.
Cancellation Policy: End Users can cancel their renewal at any time. Cancellation will take effect at the end of the current billing cycle, allowing users to continue accessing the service until the cycle concludes. To cancel, users can manage their settings directly within their Airalo account or contact our support team for assistance.
4.2. CHARGES FOR USE
4.2.1. Airalo states all Charges are inclusive of VAT unless otherwise specified. All prices and fees for eSIM purchases by Business Users on the Airalo platform are exclusive of applicable taxes unless stated otherwise. Business Users are responsible for determining and covering all taxes associated with their purchase of eSIMs from Airalo.
4.2.2. The Customer shall not be entitled to offset any of its claims against claims of Airalo, except where the Customer's claims are undisputed or have been confirmed by final court judgment.
4.2.3. Invoicing
Airalo implements a systematic approach to billing Business Users for the utilization of Airalo Credits, which are employed for the acquisition of eSIMs, top-ups, and other Airalo products and services via the Partner Platform. This process is designed to ensure clarity and accountability in the financial transactions between Airalo and its Business Users.
Airalo emphasizes the importance of timely payments to maintain a healthy business relationship and the continuity of service provision. We urge Business Users to communicate promptly with our support team in case of any billing discrepancies or payment difficulties to find a mutually agreeable solution.
4.2.4. Prepaid Transactions for Business Users
Business Users engage in a unique transaction process on the Airalo platform, centered around the purchase of Airalo Credits. These credits serve as the currency within the platform, enabling Business Users to procure eSIMs and top-up services tailored to their operational needs. Business Users may also choose to use credit or debit cards for purchases made on the Partner Platform.
For further details on purchasing and utilizing Airalo Credits, or to explore the most suitable payment methods for your business, we encourage Business Users to visit the Airalo Partner Platform or contact our dedicated support team.
4.2.5. Postpaid Transactions for Business Users
Postpaid transactions represent a flexible payment model tailored for Business Users, offering the convenience of receiving eSIM and top-up packages prior to payment. This approach aligns with the needs of businesses seeking operational flexibility and efficiency in managing their connectivity solutions.
A postpaid transaction allows Business Users to receive eSIM, top-ups, and other Airalo products and services, with the payment obligation arising at a later date. The specifics of this payment arrangement, including the due date and payment terms, are clearly outlined in the invoice provided by Airalo. This method facilitates immediate access to necessary services while ensuring payment flexibility.
By offering postpaid transactions, Airalo aims to provide a high degree of flexibility and trust to its Business Users, allowing them to prioritize their operational requirements while managing payments in a manner that suits their financial workflows.
5. DELIVERY
End Users will see the purchased eSIM under the "My eSIMs" tab on the Airalo website (https://www.airalo.com) and/or the Airalo app. The Customer will receive a confirmation email after the purchase. All the information for installing the eSIM will be available only on the user's Airalo account.
Business Users will have their eSIMs displayed within the Partner Platform, facilitating the management and deployment of eSIMs and top-up packages, tailored to the business's unique requirements.
Recognizing the diverse needs of our Customers, Airalo delivers its products and services through various methods, depending on the chosen integration and the specific products and services utilized.
6. REFUND / CANCELLATION / MODIFICATION POLICY
The Customer has the right to ask for a refund or eSIM replacement if the eSIM cannot be installed and used due to a technical problem from Airalo.
6.1. REFUNDS AND CANCELLATION
6.1.1. POLICIES AND GUIDELINES
6.1.2. A refund request can be made within thirty (30) days from the date of purchase when the activation is no longer possible following extensive collaborative troubleshooting.
6.1.12. USE OF DIGITAL CURRENCIES (AIRMONEY & CREDITS)
Airmoney and Credits are digital currencies available to our Customers for the purchase of eSIMs and associated services available on the Airalo platforms.
This section outlines the mechanisms and policies governing the use of Airalo's digital currencies, Airmoney for End Users, and Airalo Credits for Business Users, ensuring clarity on their application, benefits, and limitations within the Airalo ecosystem.
6.1.13. REFUND PROCESS
To request a refund, contact Airalo's support team via the Contact Us page or send a message to support@airalo.com. Please be aware that our refund policy above will apply.
Depending on the nature of the issue, Customers will be asked for further information to support their refund request, such as screenshots of the device settings for technical issues or details of why the invoiced amount is incorrect and, if possible, how much the Customer considers is due, etc.
Please refer to section 6.1.2 in this same document for refunds related to technical issues. Customers will have the option to credit back via their original payment method or as Airmoney issued to their account. (See 6.1.12.1.6 for Airmoney purchases) Refund to the original method: Once a refund is approved and issued, it can take up to thirty (30) business days to appear on a statement depending on the bank. Airmoney: Once processed, Airmoney will be credited to the Customer's account.
End Customers who have purchased Airalo services through a reseller are not eligible for direct refunds from Airalo. These users should approach the Airalo Business Users for refund requests. Airalo is committed to customer satisfaction but must defer to the policies of our reseller partners for transactions made outside our direct sales channels.
6.1.13.1. Airalo Business Users refunds for transactions made directly with Airalo can be processed through Airalo Credits or as credit notes. This provides a flexible alternative for managing refunds, allowing customers to apply these credits or notes towards future purchases or services on the Airalo platform.
6.2. MODIFICATION
The eSIM data packages from Airalo are offered as-is, and no further modifications or customization can be made based on individual requests once purchased.
7. LIABILITY AND WARRANTY
Airalo is not responsible for detriments arising due to the proposed service not being constantly available. Airalo provides no guarantee of constant availability of the network service. For any request, please write an email to support@airalo.com.
8. eSIM RECYCLING PROCESS AND ACTIVATION
Airalo implements an eSIM recycling process to ensure optimal service delivery. Upon eSIM purchase, customers are required to activate the eSIM within a specified time frame, as indicated in the activation guidelines provided during the purchase process. It is the user's responsibility to activate the purchased eSIM within the designated time frame. Failing to activate the eSIM within this period may lead to its expiration, rendering the eSIM unusable.
Once expired, the eSIM cannot be reactivated, and the user will need to initiate a new purchase if they wish to obtain a functioning eSIM. Users are advised to review and adhere to the provided activation guidelines to ensure a seamless eSIM activation process.
9. PRICES AND PROMOTIONS
Prices refer to the cost at which Airalo offers its eSIM packages and associated services to Customers. Airalo may offer promotional prices for its eSIM packages for a limited time. These promotions are subject to specific terms and conditions. The duration of the promotion, eligibility criteria, and any associated conditions will be clearly communicated during the promotional period. After the promotion concludes, regular prices will apply unless otherwise stated. Airalo reserves the right to modify or terminate any promotional prices, including the associated terms and conditions, at its sole discretion, without prior notice. Users seeking additional information or clarification about promotional prices can contact Airalo's support team at support@airalo.com.
For End Users: Prices listed on our website are specifically applicable to End Users. We encourage End Users to frequently visit our website for the most current information on prices and promotions.
For Business Users: Business Users should refer to the designated platforms and products built for them to find pricing information relevant to their specific needs. This approach ensures Business Users receive tailored information and pricing strategies that best suit the operational demands and scale of businesses. For further details or inquiries, Business Users also are encouraged to contact our support team directly.
Our pricing and promotional strategies are crafted to deliver maximum value to our users, ensuring the sustainability and quality of the services we provide. For the latest information on prices and promotions, End Users should consult our website, while Business Users are directed to explore Airalo-owned platforms designed for them or reach out to our support team.
10. USER LOCATION TRACKING
Airalo may collect and process users' geographical location information, including GPS coordinates, IP address, Wi-Fi access points, and cell tower details, to offer location-based services and enhance user experience. By using Airalo services, users consent to this tracking. The purpose includes providing location-specific services, improving service quality, and personalizing experiences. Location information may be shared with third-party providers, who are obligated to handle data in compliance with privacy laws. Users can control location services through device settings but may experience limitations in certain features. Airalo employs security measures, retains data for necessary periods, and complies with applicable data protection laws. This section may be updated to reflect changes, and users can contact support@airalo.com for questions or concerns about location tracking practices.
MISCELLANEOUS
The original English version of these Terms may have been translated into other languages. The translated version of these Terms is a courtesy and office translation only, and the Customers cannot derive any rights from the translated version. In the event of a dispute about the contents or interpretation of these Terms or in the event of a conflict, ambiguity, inconsistency, or discrepancy between the English version and any other language version of these Terms, the English language version shall apply and prevail and be conclusive and binding. The English version shall be used in legal proceedings. If any provision of these Terms is or becomes invalid, unenforceable, or non-binding, you shall remain bound by all other provisions hereof. In such an event, such an invalid provision shall nonetheless be enforced to the fullest extent permitted by applicable law, and each party will at least agree to accept a similar effect as the invalid, unenforceable, or non-binding provision, given the contents and purpose of these Terms.
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