Terms & Conditions

Last updated: 17 October 2024

GENERAL TERMS AND CONDITIONS

1. VALIDITY OF GENERAL TERMS AND CONDITIONS

These Terms and Conditions (the “Terms and Conditions” or these “Terms”) constitute a legally binding agreement between you (“Customer” or “you”) and AirGSM Holdings, Inc. and its affiliated entities (collectively referred to hereafter as “Airalo”) and govern your use of our products, services, mobile application (the “App”), and website (the “Site” and collectively with the foregoing, the “Services”).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.

• End Users: Individuals who use and interact directly with Services via their Airalo account for their personal use.
• Business Users: Airalo provides services to entities (“Business Users”) who directly and indirectly provide us with End Customer’s personal information in connection with those Business Users’ own business and activities.
• End Customers: Individuals who receive services ordered by other Airalo account owners, for example, when you do business with, or otherwise transact with a Business User.
• Job applicants: Individuals who submit a job application to Airalo.

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 Terms encompasses all interactions with our services, providing a clear and comprehensive understanding of the rights and responsibilities of all parties involved.

CUSTOMER ACKNOWLEDGES AND AGREES THAT, BY CLICKING ON THE “I AGREE” OR SIMILAR BUTTON, REGISTERING FOR AN ACCOUNT, DOWNLOADING THE APP OR ANY APP UPGRADES, USING THE APP ON CUSTOMER’S MOBILE DEVICE, OR ACCESSING OR USING THE SERVICES, CUSTOMER IS INDICATING THAT THEY HAVE READ, UNDERSTAND AND AGREE TO BE BOUND BY THESE TERMS OF SERVICE, WHETHER OR NOT CUSTOMER HAS REGISTERED WITH THE SITE OR THE APP. IF CUSTOMER DOES NOT AGREE TO THESE TERMS OF SERVICE, THEN CUSTOMER HAS NO RIGHT TO ACCESS OR USE THE SERVICES.  These Terms of Service are effective as of the date Customer first clicks “I agree” (or similar button or checkbox) or use or access the Services, whichever is earlier.  If Customer accepts or agrees to these Terms of Service on behalf of its employer or another legal entity, Customer represents and warrants that (i) Customer has full legal authority to bind its employer or such entity to these Terms of Services; (ii) Customer has read and understands these Terms of Service; and (iii) Customer agrees to these Terms of Service on behalf of the party that Customer represents.  In such event, “Customer” will refer and apply to Customer’s employer or such other legal entity.

Any personal data Customer submits to Airalo or which Airalo collects about Customer is governed by its Privacy Policy (“Privacy Policy”), available at https://www.airalo.com/more-info/privacy-policy.  Customer acknowledges that by using the Services, Customer has reviewed the Privacy Policy.  The Privacy Policy is incorporated by reference into these Terms of Service and together form and are hereinafter referred to as this “Agreement.”

PLEASE NOTE: THIS AGREEMENT GOVERNS HOW DISPUTES BETWEEN CUSTOMER AND AIRALO CAN BE RESOLVED. IT CONTAINS A BINDING AND FINAL ARBITRATION PROVISION AND CLASS ACTION WAIVER (SECTION 20). PLEASE READ CAREFULLY AS IT AFFECTS CUSTOMER’S LEGAL RIGHTS, INCLUDING, IF APPLICABLE, CUSTOMER’S RIGHT TO OPT OUT OF ARBITRATION.

2. DESCRIPTION OF SERVICES

2.1.  USING THE SERVICES

Airalo is a global eSIM store making international connectivity more accessible via eSIM technology. Airalo offers travelers data, voice, and text packs in many countries, reducing the need for physical SIM cards. Airalo’s services include offering a variety of eSIM data, voice, and text packs from around the world, which can be purchased and used immediately on any eSIM compatible device, allowing seamless connectivity.

Customer must register with Airalo and create an account to use the Services (an “Account”) and as part of that process Customer will be requested to provide certain information, including without limitation Customer’s name, full address, phone number and email address. By using the Services, Customer agrees to provide true, accurate, current and complete information as prompted by the registration process and to maintain and promptly update the Account information to keep it accurate, current and complete. Customer is the sole authorized user of Customer’s Account. Customer is responsible for maintaining the confidentiality of any log-in, password, and Account number provided by Customer or given to Customer by Airalo for accessing the Services. Customer is solely and fully responsible for all activities that occur under Customer’s password or Account, even if not authorized by Customer. Airalo has no control over the use of any user’s Account and expressly disclaims any liability derived therefrom. Should Customer suspect that any unauthorized party may be using Customer’s password or Account or Customer suspects any other breach of security, Customer agrees to contact Airalo immediately.

The person signing up for the Services will be the contracting party (“Account Owner”) for the purposes of these Terms of Service and will be the person who is authorized to use any corresponding Account Airalo provides to the Account Owner in connection with the Services; provided, however, that if Customer is signing up for the Services on behalf of Customer’s employer, Customer’s employer shall be the Account Owner. As the Account Owner, Customer is solely responsible for complying with these Terms of Service and only Customer is entitled to all benefits accruing thereto. Customer’s Account is not transferable to any other person or account. Customer must immediately notify Airalo of any unauthorized use of Customer’s password or identification or any other breach or threatened breach of Airalo’s security or the security of Customer’s Account.

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:

• For End Users: Personal information such as First Name, Last Name, and Email address is required for direct interactions and transactions on the Airalo website (https://www.airalo.com) or via the Airalo App.
• For Business Users: Additional information is necessary to accommodate the unique needs of businesses. This includes Company Name, Company Address, Company Users' email addresses, Company Website, Region, Industry, Phone Number, relevant contacts, and other relevant details. This information helps in tailoring our services to better suit the operational requirements and service delivery to their End Customers.
• For End Customers: When services are ordered by another Airalo account owner, such as a Business User, the necessary information to facilitate this transaction is handled by the initiating party. Business Users are responsible for ensuring that the personal information of End Customers is collected in compliance with applicable data protection regulations.

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

Payment and any other expenses must be paid through the third party payment processing system (the “PSP”) as indicated on the Services. Customer may be required to register with the PSP, agree to terms of service of the PSP, provide payment details to the PSP and go through a vetting process at the request of the PSP to set up an account with the PSP (the “PSP Services Agreement”). By accepting these Terms of Service, Customer agrees that they have downloaded or printed, and reviewed and agreed to, the PSP Services Agreement. Please note that Airalo is not a party to the PSP Services Agreement and that Customer, the PSP and any other parties listed in the PSP Services Agreement are the parties to the PSP Services Agreement and that Airalo has no obligations, responsibility or liability to any user or any other party under the PSP Services Agreement.

All prices and fees displayed on the Services are exclusive of applicable federal, provincial, state, local or other governmental sales, goods and services or other taxes, fees or charges now in force or enacted in the future (“Taxes”) unless otherwise explicitly stated. Any applicable Taxes are based on the rates applicable to the billing address you provide to us, and will be calculated at the time of a transaction is charged to your Account. 

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.

4.2 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 data consumption 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.

4.3. 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.

• Issuance of Invoices: Airalo issues invoices to Business Users detailing the Airalo Credits consumed for purchasing eSIM and top-up packages within a specified billing period. These invoices provide a comprehensive breakdown of charges incurred, enabling Business Users to track and manage their expenses effectively.
• Payment Obligations: Upon receipt of an invoice, Customers are required to fulfill their payment obligations within the deadlines stipulated on the invoice. It is imperative for Business Users to adhere to these time frames to ensure uninterrupted access to Airalo services and maintain a positive standing within the Airalo Partner Platform.
• Consequences of Late Payment:
  • Service Suspension: In the event that a Business User fails to settle an invoice within the specified time frame, Airalo reserves the right to temporarily suspend the provision of services until full payment is received. This measure is taken to ensure the sustainability of our service offerings and the fairness of our billing system.
  • Interest and Damages: Additionally, Airalo may impose interest on overdue amounts at a rate specified in the invoice or as allowed by law. Business Users may also be liable for any damages or additional costs incurred by Airalo as a result of late payment. This includes, but is not limited to, administrative costs and legal fees associated with the recovery of debts.
• Invoices are predominantly issued in USD. However, Airalo reserves the right to issue invoices in other currencies as deemed necessary or as mutually agreed upon with the Business User.

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.

4.4. 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.

• Purchasing Airalo Credits: The initial step for Business Users is to acquire Airalo Credits. This process is designed to be straightforward and flexible, offering various payment methods to suit different business requirements. These methods include, but are not limited to, credit/debit cards, bank transfers, and electronic payment solutions, ensuring a wide range of options to accommodate the diverse financial preferences of our business clientele.
• Utilizing Airalo Credits: Once Airalo Credits are added to their account, Business Users can seamlessly use these credits to purchase eSIMs, top-ups, and other Airalo products and services. By operating on a credit-based system, Business Users can plan and allocate their spending on telecommunications services according to their specific business cycles and demands.

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.

4.5. 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.

• Credit Limit System: To support this model, Airalo may implement a credit limit system. This system authorizes Business Users to utilize credit for purchasing eSIMs, top-ups, and other Airalo products and services to a predetermined amount. The setting of these credit limits can be determined unilaterally by Airalo or negotiated with the Business User, depending on the agreement's terms. This feature is designed to offer businesses a manageable and scalable way to meet their connectivity needs without immediate financial outlay.
• Eligibility Criteria: It is important to note that not all Business Users automatically qualify for postpaid payment options. Airalo reserves the right to select eligible customers based on various criteria, ensuring that this payment model aligns with the business practices and risk management policies of both parties. Criteria for eligibility may include, but are not limited to, the Business User's transaction history, creditworthiness, and the duration of the business relationship with Airalo.

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 Customer is unable to use the Services due to an error or omission by Airalo.  A refund request must be made within thirty (30) days following the date of purchase; provided that Airalo shall have no obligation to issue such refund if Airalo is able to resolve the Customer’s inability to use the Services within 10 days following Customer having given Airalo notice of the issue.  Customer agrees to cooperate with Airalo’s efforts to resolve such issues and acknowledges that Airalo shall have no obligation to issue any refund if Customer fails or refuses to do so.  For purposes of clarity, each data package provided by Airalo has its own validity period and no refund will be offered for the remaining data when such validity period expires.

Notwithstanding the foregoing, the following terms shall apply:

• Compensation: No refund or remuneration of any kind will be issued due to charges from alternate phones, alternate SIM cards, alternate providers, hotel phones, or other charges that are not directly linked to the Customer's Airalo eSIM account.
• Fraudulent purchases: Airalo reserves the right to refuse any form of refund if there is evidence of abuse, violation of Airalo’s Terms and Conditions, or any fraudulent activity connected with using Airalo products and services. 
• Unauthorized purchases: Customer shall notify Airalo immediately of any suspected unauthorized purchases.  The case will be subject to investigation and approval by Airalo before processing any refund. Airalo reserves the right to suspend any account associated with fraudulent activity.
• Accidental purchases: Once Customer installs the eSIM, it will be considered used. No refunds will be offered after installation other than as expressly set forth in.
• Incorrect charges: If the Customer reasonably and in good faith disputes a charge, the Customer shall notify Airalo of such dispute within twelve (12) days of having incurred such charge, providing details of why the invoiced amount is incorrect and, if possible, how much the Customer considers due. (See details in section 4)
• Replacements: eSIMs purchased exclusively with Airmoney earned from vouchers can be replaced within 30 days from the date of purchase.  
• Other Reasons: If the refund request is not within the above, we will investigate the request on a case-by-case basis. If the refund is approved, a processing fee may apply. The maximum refund of credit a Customer can apply for must be equal to or less than the total amount they paid. 

To request a refund, contact Airalo's support team via the in-app or web chat. Please be aware that Airalo’s 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. Customers will have the option to credit back via their original payment method or as Airmoney issued to their account. 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.

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.

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.

7. 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

7.1. Airmoney

• Airmoney is a proprietary credit reward system exclusive to Airalo End Users that grants cashback as Airmoney to the user's Airalo account.
• The reward system has different levels, based on the purchase amount. Each level provides different cashback amounts as Airmoney. Airalo may change any feature of Airmoney, including the rewards system levels and how the program is structured.
• Customers can earn Airmoney as a purchase reward for paid purchases.
• Customers cannot earn Airmoney if a discount or referral reward is applied to the purchase.
• Customers can pay with Airmoney only for their purchases or combine it with one of the supported payment methods.
• In a combined payment, the Airmoney reward is proportional to the amount paid through one of the supported payment methods.
• Any existing Airmoney in a Customer's account is not convertible to any other form of credit.
• Any purchases made using Airmoney will be credited to the Customer's Airalo account as Airmoney.
• The transfer of any earned or to be earned Airmoney in a Customer's account is at the sole discretion of Airalo, and the Customer does not have the inherent right to request such transfers. Airalo reserves the right to permit or prohibit Airmoney transfers at any time.
• Airalo reserves the right to limit the validity of Airmoney issued as part of this program at any time and for any reason.
• Airalo reserves the right to determine the audience for granting Airmoney.
• If Airmoney is provided, the Customer has no rights to choose the amount of cashback will be applicable for them as this is determined at Airalo's sole discretion.
• The Customer will be responsible and liable for payment, withholding, remittance, and reporting of any taxes, levies, imports, duties, charges, fees, and withholdings that may arise from participation in the program (including corporate/individual income tax, VAT, sales taxes, and such other applicable national, governmental, provincial, state, municipal, or local taxes or levies and associated late payment interests and penalties imposed by any authority for failure to pay, withhold and report).
• Airalo reserves the right to (wholly or partly) withhold, reject, amend, suspend, revoke, or cancel, or deny benefit or use of the program to any Customer at any time and for any reason (without prior notice).
• Airalo is at all times entitled to cease and/or suspend its obligations in these Terms until it has been able to identify and verify the relevant Customer or in the event of (alleged) fraudulent activities by either Customer or any other misuse of the program.

7.2. Airalo Credits

• A specific payment method designed for Airalo Business Users on the Airalo Partner Platform, enabling the purchase of eSIM, top-ups, and other Airalo products and services, and acting as a medium for issuing refunds.
• Airalo Credits are intended for use by companies through the Partner Platform, facilitating transactions related to Airalo's services. These credits are non-refundable and cannot be reclaimed by the Customer.
• Unused Airalo Credits that remain in the Customer's account at the time of the agreement's termination will continue to be recognized as the property of Airalo. It is important to note that these credits are not automatically refunded upon the termination of the agreement. To initiate a refund or discuss potential options regarding unused credits, Customers are required to submit a written request to Airalo.
• Airalo Business Users are assigned a credit limit for post-paid transactions, indicating the maximum allowed expenditure for purchasing eSIM and top-up packages. Exceeding this limit without subsequent payment will restrict the ability to make further purchases.

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.

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 through the in-app or web chat.

• Prices may vary between End Users and Business Users, reflecting the tailored services and volume-based offerings that might be available to different categories of users.
• Prices are subject to change without prior notice. Airalo continuously reviews its pricing strategy to align with market dynamics, ensuring that we provide quality services at competitive rates.
• Airalo reserves the right to adjust prices based on a variety of factors, including but not limited to market conditions, exchange rates, and operational costs. Such adjustments are made to ensure the sustainability of the services offered and to reflect the cost of delivering high-quality connectivity solutions to our users.
• Airalo commits to making every effort to inform Customers of any significant changes to pricing in a timely manner, allowing users to make informed decisions regarding their purchases. However, due to the dynamic nature of the factors influencing pricing, immediate notification may not always be possible.

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.

As part of our promotional efforts, Airalo offers various Promotions, including the Free Welcome eSIM program, which provides eligible End Users with a free eSIM under the following conditions:

• The Free Welcome eSIM program is available exclusively to End Users who are either first-time users or existing users who have not yet made any transactions using any of the supported payment methods on the Airalo mobile apps or website.
• To qualify for the free eSIM, End Users must sign up for an Airalo account. End Users who have already signed up but have not made any transactions are also eligible.
• End Users are not eligible for multiple free eSIMs by signing up with different email accounts on the same device. Each End User is limited to one free eSIM under the Free Welcome eSIM program, regardless of the number of email accounts registered.
• End Users who receive a free eSIM under the Free Welcome eSIM program are not eligible to apply referral codes during checkout when redeeming their free eSIM.
• The free eSIM provided under the Free Welcome eSIM program cannot be refunded or exchanged for cash or any other product.
• End Users who have received an eSIM as part of previous campaigns or promotions are still eligible to receive a free eSIM under the Free Welcome eSIM program, provided they meet the other eligibility criteria.
• Airalo reserves the right to terminate any free eSIMs obtained through fraudulent activities and to suspend the related End User accounts. Fraudulent activities include, but are not limited to, creating multiple accounts to obtain additional free eSIMs or using false information during sign-up.
• Airalo reserves the right to modify or terminate the Free Welcome eSIM program at any time and for any reason, without prior notice. This includes the right to end the distribution of free eSIMs and to make changes to the eligibility criteria, terms, and conditions associated with the program.

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 Airalo Customer Support for questions or concerns about location tracking practices.

11. LOCAL REGULATORY COMPLIANCE

When using Airalo services in any country, you agree to comply with all applicable local laws and regulations, including but not limited to requirements related to the registration of mobile devices and the use of telecommunications services. Airalo may, where required by local law, undertake necessary actions on your behalf to ensure compliance with such regulations.

By accepting these Terms and Conditions, you consent to Airalo's use of your personal data for these purposes in accordance with applicable local data protection laws.

11.1 Colombia

• By using our services in Colombia, the Customer acknowledges that under all applicable regulations in Resolution 5050 of 2016 of the Colombian Telecommunications Commision (CRC), the Customer must register the IMEI number of their mobile phone with the CRC’s IMEI database as a requirement to prevent theft and unlawful trafficking of mobile equipment. 
• The Customer declares, in the terms required by Colombian Law, that the Customer is the sole responsible user and owner of their mobile equipment; that it has been legally purchased; that the Customer has no knowledge that the equipment has suffered manipulation, alteration, modification and/or rewriting of its IMEI; and that the Customer assumes the legal consequences of the eventual manipulation, alteration, modification or rewriting of the IMEI as per applicable regulations. 
• The Customer hereby authorizes Airalo; through its authorized agents, to carry out all actions necessary and/or convenient on the Customer's behalf, including filling in the sole responsible owner declaration, with the purpose of completing the registration of the IMEI with the CRC’s database.*
• The Customer hereby authorizes Airalo, for the purposes described in (2) above, for the use of Customer's personal data as per Decree 1377 of 2013.

12. REPRESENTATIONS AND WARRANTIES

Customer represents and warrants that: (i) Customer is 18 years of age or older or are at least of the legally required age in the jurisdiction in which Customer resides, and are otherwise capable of entering into binding contracts, and (ii) Customer has the right, authority and capacity to enter into this Agreement and to abide by the terms and conditions of this Agreement, and that Customer will so abide. Where Customer enters into this Agreement on behalf of a company or other organization, Customer represents and warrant that Customer has authority to act on behalf of that entity and to bind that entity to this Agreement.

Customer further represents and warrants that (i) Customer has read, understands, and agrees to be bound by these Terms of Service and the Privacy Policy in order to access and use the Services, and (ii) when using or accessing the Services, Customer will act in accordance with any applicable local, state, or federal law or custom and in good faith.

Customer agrees not to engage in any of the following prohibited activities, among others: (i) copying, distributing, or disclosing any part of the Services in any medium other than as allowed by the Services and these Terms of Service; (ii) using any automated system (other than any functionalities of the Services), including without limitation “robots,” “spiders,” “offline readers,” etc., to access the Services; (iii) transmitting spam, chain letters, or other unsolicited email or attempting to phish, pharm, pretext, spider, crawl, or scrape; (iv) attempting to interfere with, compromise the system integrity or security or decipher any transmissions to or from the servers running the Services; (v) violating any international, federal, provincial or state regulations, rules, laws, or local ordinances; (vi) conducting any unlawful purposes or soliciting others to perform or participate in any unlawful acts; (vii) uploading invalid data, viruses, worms, or other software agents through the Services; (viii) infringing upon or violate Airalo’s intellectual property rights or the intellectual property rights of others; (ix) impersonating another person or otherwise misrepresenting Customer’s affiliation with a person or entity, conducting fraud, hiding or attempting to hide Customer’s identity; (x) harassing, insulting, harming, abusing, defaming, abusing, harassing, stalking, threatening, intimidating or otherwise violating the legal rights (such as of privacy and publicity) of any other users or visitors of the Services or staff member of Airalo; (xi) interfering with or any activity that threatens the performance, security or proper functioning of the Services; (xii) uploading or transmitting viruses or any other type of malicious code; (xiii) attempting to decipher, decompile, disassemble or reverse engineer any of the software or algorithms used to provide the Services; (xiv) bypassing the security features or measures Airalo may use to prevent or restrict access to the Services, including without limitation features that prevent or restrict use or copying of any content or enforce limitations on use of the Services or the content therein; (xv) attempting to access unauthorized Accounts or to collect or track the personal information of others; (xvi) using the Services for any purpose or in any manner that infringes the rights of any third party; or (xvii) encouraging or enabling any other individual to do any of the foregoing. 

Customer hereby warrants and represents that, other than as fully and promptly disclosed to Airalo as set forth below, Customer does not have any motivation, status, or interest which Airalo may reasonably wish to know about in connection with the Services, including without limitation, if Customer is using or will or intend to use the Services for any journalistic, investigative, or unlawful purpose. Customer hereby warrants and represents that Customer will promptly disclose to Airalo in writing any such motivation, status or interest, whether existing prior to registration or as arises during Customer’s use of the Services.

By installing the App, Customer consents to the installation of the App and any updates or upgrades that are released through the Services. The App (including any updates or upgrades) may (i) cause Customer’s device to automatically communicate with Airalo’s servers to deliver the App functionality and to record usage metrics, (ii) affect App-related preferences or data stored on Customer’s device, and (iii) collect personal information as set out in Airalo’s Privacy Policy, including location information. Customer can uninstall the App at any time.

13. TERMINATION AND SUSPENSION

Unless otherwise agreed to in writing between Customer and Airalo, either party may terminate these Terms of Service for any or no cause, at any time. Customer may cancel and delete their account at any time by either using the features on the Services to do so (if applicable and available) or by written notice to our support. After cancellation, Customer will no longer have access to its account, profile or any other information through the Services. The provisions of these Terms of Service which by their intent or meaning intended to survive such termination, including without limitation the provisions relating to disclaimer of warranties, limitations of liability, and indemnification, shall survive the any termination of these Terms of Service and any termination of Customer’s use of or subscription to the Services and shall continue to apply indefinitely.  

We reserve the right to refuse the Services to anyone for any reason at any time. Airalo may terminate or limit Customer’s right to use the Services in the event that we are investigating or believe that Customer has breached any provision of this Agreement, by providing Customer with written or email notice. Such termination or limitation will be effective immediately upon delivery of such notice.  If Airalo terminates or limits Customer’s right to use the Services pursuant to this section, Customer is prohibited from registering and creating a new account under its name, a fake or borrowed name, or the name of any third party, even if Customer may be acting on behalf of the third party. 

Even after Customer’s right to use the Services is terminated or limited, this Agreement will remain enforceable against Customer. Airalo reserves the right to take appropriate legal action, including but not limited to pursuing arbitration in accordance with Section 20 of these Terms of Service.

Airalo reserves the right to modify or discontinue, temporarily or permanently, all or any portion of the Services at its sole discretion. Airalo is not liable to Customer for any modification or discontinuance of all or any portion of the Services. Airalo has the right to restrict anyone from completing registration as a user Airalo believes such person may threaten the safety and integrity of the Services, or if, in Airalo’s discretion, such restriction is necessary to address any other reasonable business concern.

Following the termination or cancellation of Customer’s account, we reserve the right to delete all Customer’s data in the normal course of operation. Customer’s data cannot be recovered once Customer’s account is terminated or canceled.

14. LINKS TO THIRD-PARTY WEBSITES

The Services may contain links (such as hyperlinks) to third-party websites. Such links do not constitute endorsement by Airalo or association with those websites, their content or their operators. Such links (including without limitation external websites that are framed by the Services as well as any advertisements displayed in connection therewith) are provided as an information service, for reference and convenience only. Airalo does not control any such websites, and is not responsible for their (i) availability or accuracy, or (ii) content, advertising, products, or services. It is Customer’s responsibility to evaluate the content and usefulness of the information obtained from other websites. Customer acknowledges and agrees that Airalo is not involved in the creation or development of third-party websites and disclaims any responsibility for third-party websites, and cannot be liable for claims arising out of or relating to third-party websites. Further, Customer acknowledges and agrees that Airalo has no obligation to monitor, review, or remove links to third-party websites, but reserves the right to limit or remove links to third-party websites on the Services at its sole discretion.

The use of any website controlled, owned or operated by third parties is governed by the terms and conditions of use and privacy policies for those websites. Customer accesses such third-party websites at Customer’s own risk. Airalo expressly disclaims any liability arising in connection with Customer’s use and/or viewing of any websites or other material associated with links that may appear on the Services. Customer hereby agrees to hold Airalo harmless from any liability that may result from the use of links that may appear on the Services.

As part of the functionality of the Services, Customer may link Customer’s Account with online accounts Customer may have with third-party service providers, such as Facebook, Instagram, or other third-party service providers (each such account, a “Third-Party Account”) by either: (i) providing Customer’sThird-Party Account login information through the Services; or (ii) allowing Airalo to access Customer’s Third-Party Account, as is permitted under the applicable terms and conditions that govern Customer’s use of each Third-Party Account. Customer represents that Customer is entitled to disclose Customer’s Third-Party Account login information to Airalo and/or grant Airalo access to Customer’s Third-Party Account (including, but not limited to, for use for the purposes described herein), without breach by Customer of any of the terms and conditions that govern Customer’s use of the applicable Third-Party Account and without obligating Airalo to pay any fees or making Airalo subject to any usage limitations imposed by such third-party service providers. By granting Airalo access to any Third-Party Accounts, Customer understands that (1) Airalo may access, make available and store (if applicable) any content that Customer has provided to and stored in Customer’s Third-Party Account (the “SNS Content”) so that it is available on and through the Services via Customer’s Account, including without limitation any friend lists, and (2) Airalo may submit and receive additional information to Customer’s Third-Party Account to the extent Customer is notified of this when Customer links Customer’s Account with the Third-Party Account. Depending on the Third-Party Accounts Customer chooses, and subject to the privacy settings that Customer has set in such Third-Party Accounts, personally identifiable information that Customer posts to Customer’s Third-Party Accounts may be available on and through Customer’s Account on the Services. Please note that if a Third-Party Account or associated service becomes unavailable or Airalo’s access to such Third-Party Account is terminated by the third-party service provider, then SNS Content may no longer be available on and through the Services. Customer will have the ability to disable the connection between Customer’s Account on the Services and Customer’s Third-Party Accounts at any time, as set forth below. PLEASE NOTE THAT CUSTOMER’S RELATIONSHIP WITH THE THIRD-PARTY PROVIDERS ASSOCIATED WITH CUSTOMER’S THIRD-PARTY ACCOUNTS IS GOVERNED SOLELY BY CUSTOMER’S AGREEMENT(S) WITH SUCH THIRD PARTY PROVIDERS. Airalo makes no effort to review any SNS Content for any purpose, including but not limited to, for accuracy, legality, or non-infringement, and Airalo is not responsible for any SNS Content.

15. INTELLECTUAL PROPERTY RIGHTS

All text, graphics, editorial content, data, formatting, graphs, designs, HTML, look and feel, photographs, music, sounds, images, software, videos, designs, trademarks, logos, typefaces and other content (collectively “Proprietary Material”) that users see or read through the Services is owned by Airalo. Proprietary Material is protected in all forms, media and technologies now known or hereinafter developed. Airalo owns all Proprietary Material, as well as the coordination, selection, arrangement and enhancement of such Proprietary Materials as a Collective Work under the United States Copyright Act, as amended. The Proprietary Material is protected by the domestic and international laws governing copyright, patents, and other proprietary rights. Customer may not copy, download, use, redesign, reconfigure, or retransmit anything from the Services without Airalo’s express prior written consent.

Any use of such Proprietary Material, other than as permitted therein, is expressly prohibited without the prior permission of Airalo.

The service marks and trademarks of Airalo, including without limitation Airalo and Airalo logos, are service marks owned by Airalo. Any other trademarks, service marks, logos and/or trade names appearing via the Services are the property of their respective owners. Customer may not copy or use any of these marks, logos or trade names without the express prior written consent of the owner.

Additionally, Customer may choose to or Airalo may invite Customer to submit comments, ideas, or feedback about the Services, including without limitation about how to improve Airalo’s services or Airalo’s products (“Feedback”). By submitting any Feedback, Customer agrees that its disclosure is gratuitous, unsolicited, and without restriction and will not place Airalo under any fiduciary or other obligation, and that Airalo is free to use the Feedback without any additional compensation to Customer, and/or to disclose the Feedback on a non-confidential basis or otherwise to anyone. Customer further acknowledges that, by acceptance of its submission, Airalo does not waive any rights to use similar or related Feedback previously known to Airalo, developed by its employees, or obtained from sources other than Customer. Customer acknowledges that all email and other correspondence that Customer submits to us shall become Airalo’s sole and exclusive property.

Subject to the terms and conditions hereof, Customer is hereby granted a limited, nonexclusive, nontransferable, freely revocable, license to access and use the Services. Airalo may terminate this license at any time for any reason or no reason.  The Services and all materials therein or transferred thereby, including, without limitation, software, images, text, graphics, illustrations, logos, patents, trademarks, service marks, reports generated by the Services, and copyrights (the “Airalo Content”), and all Intellectual Property Rights (as defined below) related thereto, are the exclusive property of Airalo or, as applicable, its licensors. Except as explicitly provided herein, nothing in this Agreement shall be deemed to create a license in or under any such Intellectual Property Rights, and Customer agrees not to sell, license, rent, modify, publicly distribute, publicly transmit, publicly display, publicly perform, publish, adapt, edit or create derivative works from any materials or content accessible on the Services. Use of the Airalo Content or materials on the Services for any purpose not expressly permitted by this Agreement is strictly prohibited. For the purposes of this Agreement, “Intellectual Property Rights” means all patent rights, copyright rights, mask work rights, moral rights, rights of publicity, trademark, trade dress and service mark rights, goodwill, trade secret rights and other intellectual property rights as may now exist or hereafter come into existence, and all applications therefore and registrations, renewals and extensions thereof, under the laws of any state, country, territory or other jurisdiction.

Customer’s use of the Services and the relating licenses granted hereunder are also conditioned upon Customer’s strict adherence to the letter and spirit of the various applicable guidelines and any end user licenses associated with Customer’s use of the App. Airalo may modify such guidelines in its sole discretion at any time. Airalo reserves the right to terminate Customer’s Account and access to the Services if it determines that Customer has violated any such applicable guidelines.

16. COPYRIGHT COMPLAINTS AND COPYRIGHT AGENT

Airalo respects the intellectual property of others, and expects users to do the same. If Customer believes, in good faith, that any materials provided on or in connection with the Services infringe upon Customer’s copyright or other intellectual property right, please send the following information to Airalo’s Copyright Agent at support@airalo.com. 

• A description of the copyrighted work that Customer claims has been infringed, including the URL (Internet address) or other specific location on the Services where the material Customer claims is infringed is located. Include enough information to allow Airalo to locate the material, and explain whyCustomer thinks an infringement has taken place;
• A description of the location where the original or an authorized copy of the copyrighted work exists -- for example, the URL (Internet address) where it is posted or the name of the book in which it has been published;
• Customer’s address, telephone number, and e-mail address;
• A statement by Customer that they have a good faith belief that the disputed use is not authorized by the copyright owner, its agent, or the law;
• A statement by Customer, made under penalty of perjury, that the information in Customer’s notice is accurate, and that Customer is the copyright owner or authorized to act on the copyright owner’s behalf; and
• An electronic or physical signature of the owner of the copyright or the person authorized to act on behalf of the owner of the copyright interest.

17. CONFIDENTIAL INFORMATION

Customer acknowledges that Confidential Information (as defined below) is a valuable, special and unique asset of Airalo and agrees that they will not disclose, transfer, use (or seek to induce others to disclose, transfer or use) any Confidential Information for any purpose other than using the Services in accordance with these Terms of Service. If relevant, Customer may disclose the Confidential Information to Customer’s authorized employees and agents provided that they are also bound to maintain the confidentiality of Confidential Information. Customer shall promptly notify Airalo in writing of any circumstances that may constitute unauthorized disclosure, transfer, or use of Confidential Information. Customer shall use best efforts to protect Confidential Information from unauthorized disclosure, transfer or use. Customer shall return all originals and any copies of any and all materials containing Confidential Information to Airalo upon termination of this Agreement for any reason whatsoever.

The term “Confidential Information” shall mean any and all of Airalo’s trade secrets, confidential and proprietary information, and all other information and data of Airalo that is not generally known to the public or other third parties who could derive value, economic or otherwise, from its use or disclosure. Confidential Information shall be deemed to include technical data, know-how, research, product plans, products, services, customers, markets, software, developments, inventions, processes, formulas, technology, designs, drawings, engineering, hardware configuration information, marketing, finances, strategic and other proprietary and confidential information relating to Airalo or Airalo’s business, operations or properties, including information about Airalo’s staff, users or partners, or other business information disclosed directly or indirectly in writing, orally or by drawings or observation.

18. DISCLAIMER OF WARRANTIES

THE SERVICES ARE PROVIDED ON AN “AS IS” BASIS WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, WARRANTIES OR CONDITIONS OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. AIRALO MAKES NO WARRANTIES OR REPRESENTATIONS ABOUT THE ACCURACY OR COMPLETENESS OF THE CONTENT PROVIDED THROUGH THE SERVICES OR THE CONTENT OF ANY SITES LINKED TO THE SERVICES AND ASSUMES NO LIABILITY OR RESPONSIBILITY IN CONTRACT, WARRANTY OR IN TORT FOR ANY (I) ERRORS, MISTAKES, OR INACCURACIES OF CONTENT, (II) PERSONAL INJURY OR PROPERTY DAMAGE, OF ANY NATURE WHATSOEVER, RESULTING FROM CUSTOMER’S ACCESS TO AND USE OF THE SERVICES, (III) ANY ACCESS TO OR USE OF AIRALO’S SECURE SERVERS AND/OR ANY AND ALL PERSONAL INFORMATION AND/OR FINANCIAL INFORMATION STORED THEREIN; AND (IV) EVENTS BEYOND AIRALO’S REASONABLE CONTROL.

UNDER NO CIRCUMSTANCES WILL AIRALO AND AFFILIATES OR THEIR CORPORATE PARTNERS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, ACTUAL, CONSEQUENTIAL, ECONOMIC, SPECIAL OR EXEMPLARY DAMAGES (INCLUDING BUT NOT LIMITED TO LOST PROFITS, LOSS OF DATA, LOSS OF GOODWILL, SERVICE INTERRUPTION, COMPUTER DAMAGE, SYSTEM FAILURE, FAILURE TO STORE ANY INFORMATION OR OTHER CONTENT MAINTAINED OR TRANSMITTED BY AIRALO, OR THE COST OF SUBSTITUTE PRODUCTS OR SERVICES) ARISING IN CONNECTION WITH CUSTOMER’S USE OF OR INABILITY TO USE THE SERVICES, EVEN IF ADVISED OF THE POSSIBILITY OF THE SAME. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATIONS MAY NOT APPLY TO CUSTOMER IN THEIR ENTIRETY.

IF, NOTWITHSTANDING THE FOREGOING EXCLUSIONS, IT IS DETERMINED THAT AIRALO AND AFFILIATES OR THEIR CORPORATE PARTNERS ARE LIABLE FOR DAMAGES, IN NO EVENT WILL THE AGGREGATE LIABILITY, WHETHER ARISING IN CONTRACT, TORT, STRICT LIABILITY OR OTHERWISE, EXCEED THE LOWER OF (I) THE TOTAL FEES PAID BY CUSTOMER TO AIRALO DURING THE SIX MONTHS PRIOR TO THE TIME SUCH CLAIM AROSE OR (II) ONE HUNDRED DOLLARS ($100), TO THE EXTENT PERMITTED BY APPLICABLE LAW.

19. INDEMNIFICATION

Customer hereby agrees to indemnify, defend, and hold harmless Airalo and its officers, directors, employees, agents, attorneys, insurers, successors and assigns (the “Indemnified Parties”) from and against any and all Liabilities incurred in connection with (i) Customer’s use or inability to use the Services, or (ii) Customer’s breach or violation of this Agreement; (iii) Customer’s violation of any law, or the rights of any user or third party and (iv) any content submitted by Customer or using Customer’s account to the Services, including, but not limited to the extent such content may infringe on the intellectual rights of a third party or otherwise be illegal or unlawful. Customer also agrees to indemnify the Indemnified Parties for any Liabilities resulting from Customer’s use of software robots, spiders, crawlers, or similar data gathering and extraction tools, or any other action Customer takes that imposes an unreasonable burden or loan on Airalo’s infrastructure. Airalo reserves the right, in its own sole discretion, to assume the exclusive defense and control at its own expense of any matter otherwise subject to Customer’s indemnification. Customer will not, in any event, settle any claim or matter without the prior written consent of Airalo.

20. DISPUTE RESOLUTION – ARBITRATION & CLASS ACTION WAIVER

PLEASE READ THIS SECTION CAREFULLY — IT AFFECTS CUSTOMER’S LEGAL RIGHTS AND GOVERNS HOW CUSTOMER AND AIRALO CAN BRING CLAIMS AGAINST EACH OTHER. THIS SECTION WILL, WITH LIMITED EXCEPTION, REQUIRE CUSTOMER AND AIRALO TO SUBMIT CLAIMS AGAINST EACH OTHER TO BINDING AND FINAL ARBITRATION ON AN INDIVIDUAL BASIS.

Customer agrees that, in the event any dispute or claim arises out of or relating to Customer’s use of the Services, Customer will contact Airalo at support@airalo.com and Customer and Airalo will attempt in good faith to negotiate a written resolution of the matter directly. Customer agrees that if the matter remains unresolved for 30 days after notification (via certified mail or personal delivery), such matter will be deemed a “Dispute” as defined below.  Except for the right to seek injunctive or other equitable relief described under the “Binding Arbitration” section below, should Customer file any arbitration claims, or any administrative or legal actions without first having attempted to resolve the matter by mediation, then Customer agree that they will not be entitled to recover attorneys' fees, even if Customer may have been entitled to them otherwise.

Binding Arbitration. Customer and Airalo agree that any dispute, claim or controversy arising out of or relating to this Agreement or to Customer’s use of the Services (collectively “Disputes”) will be settled by binding arbitration, except that each party retains the right to seek injunctive or other equitable relief in a court of competent jurisdiction to prevent the actual or threatened infringement, misappropriation, or violation of a party’s copyrights, trademarks, trade secrets, patents, or other intellectual property rights. This means that Customer and Airalo both agree to waive the right to a trial by jury. Notwithstanding the foregoing, Customer may bring a claim against Airalo in “small claims” court, instead of by arbitration, but only if the claim is eligible under the rules of the small claims court and is brought in an individual, non-class, and non-representative basis, and only for so long as it remains in the small claims court and in an individual, non-class, and non-representative basis.

Class Action Waiver. Customer and Airalo agree that any proceedings to resolve Disputes will be conducted on an individual basis and not in a class, consolidated, or representative action. This means that Customer and Airalo both agree to waive the right to participate as a plaintiff as a class member in any class action proceeding. Further, unless Customer and Airalo agree otherwise in writing, the arbitrator in any Dispute may not consolidate more than one person’s claims and may not preside over any form of class action proceeding.

Arbitration Administration and Rules. The arbitration will be administered by the American Arbitration Association (“AAA”) in accordance with the Commercial Arbitration Rules and the Supplementary Procedures for Consumer Related Disputes (the “AAA Rules”) then in effect, except as modified by this “Dispute Resolution’ section. (The AAA Rules are available at http://www.adr.org or by calling the AAA at 1-800-778-7879).

Arbitration Process. A party who desires to initiate the arbitration must provide the other party with a written Demand for Arbitration as specified in the AAA Rules. The arbitrator will be either a retired judge or an attorney licensed to practice law in the state of California and will be selected by the parties from the AAA’s roster of arbitrators with relevant experience. If the parties are unable to agree upon an arbitrator within seven days of delivery of the Demand for Arbitration, then the AAA will appoint the arbitrator in accordance with AAA Rules.

Arbitration Location and Procedure. Unless Customer and Airalo agree otherwise, the seat of the arbitration shall be in San Francisco, California. If Customer’s claim does not exceed USD$10,000, then the arbitration will be conducted solely on the basis of documents Customer and Airalo submit to the arbitrator, unless Customer requests a hearing and the arbitrator then determines that a hearing is necessary. If Customer’s claim exceeds USD$10,000, Customer’s right to a hearing will be determined by AAA Rules. Subject to AAA Rules, the arbitrator will have the discretion to direct a reasonable exchange of information by the parties, consistent with the expedited nature of the arbitration. Hearings may be conducted by telephone or video conference, if requested and agreed to by the parties.

Arbitrator’s Decision and Governing Law. The arbitrator shall apply California law consistent with the Federal Arbitration Act and applicable statutes of limitations, and shall honor claims of privilege recognized by law. The arbitrator will render an award within the timeframe specified in the AAA Rules. Judgment on the arbitration may be entered in any court having jurisdiction thereof. Any award of damages by an arbitrator must be consistent with the “Disclaimers and Limitations of Liability” section above. The arbitrator may award declaratory or injunctive relief in favor of the claimant only to the extent necessary to provide relief warranted by the claimant’s individual claim.

21. GOVERNING LAW

Except as provided in Section 20 or expressly provided in writing otherwise, this Agreement and Customer’s use of the Services will be governed by, and will be construed under, the laws of the State of Delaware, without regard to choice of law principles. This choice of law provision is only intended to specify the use of Delaware law to interpret this Agreement.

22. NO AGENCY; NO EMPLOYMENT

No agency, partnership, joint venture, employer-employee or franchiser-franchisee relationship is intended or created by this Agreement.

23. GENERAL PROVISIONS

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 Participants cannot derive any rights from the translated version. In the event of a dispute about the contents or interpretation of these terms and conditions 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, Customer shall remain bound by all other provisions hereof. In such event, such invalid provision shall nonetheless be enforced to the fullest extent permitted by applicable law, and each participant 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.

This Agreement may not be assigned or transferred by Customer without Airalo’s prior written approval. Airalo may assign or transfer this Agreement without Customer’s consent, including but not limited to assignments: (1) to a parent or subsidiary, (2) to an acquirer of assets, or (3) to any other successor or acquirer. Any assignment in violation of this section shall be null and void. This Agreement will inure to the benefit of Airalo, its successors and assigns.

24. CHANGES TO THIS AGREEMENT AND THE SERVICES

Airalo reserves the right, at its sole and absolute discretion, to change, modify, add to, supplement, suspend, discontinue, or delete any of the terms and conditions of this Agreement (including these Terms of Service and Privacy Policy) and review, improve, modify or discontinue, temporarily or permanently, the Services or any content or information through the Services at any time, effective with or without prior notice and without any liability to Customer. Airalo will endeavor to notify Customer of material changes by email, but will not be liable for any failure to do so. If any future changes to this Agreement are unacceptable to Customer or cause Customer to no longer be in compliance with this Agreement, Customer must terminate, and immediately stop using, the Services. Customer’s continued use of the Services following any revision to this Agreement constitutes Customer’s complete and irrevocable acceptance of any and all such changes. Airalo may also impose limits on certain features or restrict Customer’s access to part or all of the Services without notice or liability.

25. NO RIGHTS OF THIRD PARTIES

None of the terms of this Agreement are enforceable by any persons who are not a party to this Agreement.

26. NOTICES AND CONSENT TO RECEIVE NOTICES ELECTRONICALLY

Customer consents to receive any agreements, notices, disclosures and other communications (collectively, “Notices”) to which this Agreement refers electronically including without limitation by e-mail or by posting Notices on this Site. Customer agrees that all Notices that Airalo provides to Customer electronically satisfy any legal requirement that such communications be in writing. Unless otherwise specified in this Agreement, all notices under this Agreement will be in writing and will be deemed to have been duly given when received, if personally delivered or sent by certified or registered mail, return receipt requested; when receipt is electronically confirmed, if transmitted by facsimile or email; or the day after it is sent, if sent for next day delivery by a recognized overnight delivery service.

27. CONTACTING US

If Customer has any questions about these Terms of Service or about the Services, please contact us by email at support@airalo.com or by mail to AIRGSM PTE. LTD. at 6 Raffles Blvd, #03-308 Justco Marina Square, Singapore 039594.