Terms and Conditions – September 2025

General Terms

Airalo is on a mission to provide global data connectivity for all travelers. We provide our Platform and Services under the entity AirGSM Pte Ltd, a company registered in Singapore at 6 Raffles Blvd, #03-308 Marina Square, Singapore 039594. We operate as an aggregator and marketplace of connectivity services. In other words: we find out who the best providers of data connectivity services are for every single country or region, and we make their services available to our customers via our Airalo marketplace. This is how we are able to provide eSIMs to let you remain connected in more than 200 countries in the world.

Before using our Services (e-SIMs and associated support services provided by us) or Platform (our website, pages managed by Airalo and hosted on social media platforms, and our app), we ask that you read the terms applicable to your use, and the policies that apply. These include:

• These “General Terms” will always apply. 
• The “Terms of Use of our Services” will apply where you are a user of our Services; 
• Where you are a user of our Services, but you have been provided with access to them by a third party, such as your employer, or a partner of Airalo’s then the “Terms of Use for our Services” will still apply, but should be read in conjunction with your agreement with that third party. You may not have access to certain elements of our Services such as customer support and you will be subject to different pricing and payment/refund processes. We cannot take any responsibility for the actions of, or your agreement with, any third party; and
• Our Privacy Policy and Cookie Policy will apply to all instances where we collect your personal information. Our Acceptable Use Policy and Refund Policy will apply in all instances where you use our Services.  

(these are collectively referred to as our “Terms”)

Your use of our Services and Platform are conditional on your acceptance of our Terms. So if you don’t accept or can’t comply with these you must not access or use our Services or Platform. You agree to these terms by using our Platform or Services, or by browsing or clicking on any content, signing up, or using our app.

From time to time we may update our Terms. We’ll do our best to notify you if the changes are material. Any change will become effective as of its date of publication, so if you no longer want to accept our Terms then you should stop using our Services or Platform after the updated Terms.

Third Parties. To the extent that our Services or Platform include links to - or are hosted on - a third party website or social media platform (for example, our payment services providers, Facebook, or Instragram) and there are separate terms of use relating to that website or social media platform, you agree to comply with those in addition to these Terms. 

Sharing information with Airalo. Your privacy is important to us. Personal data we collect about you while you use our Services or Platform will be handled in accordance with our Privacy Policy and Cookie Policy. 

Intellectual Property Rights. All intellectual property rights in our Platform and Services are owned or licensed to Airalo. This includes copyright (including in our computer software), trade marks, know-how, trade secrets, and the design, compilation, and look and feel of our Platform, (together, the “intellectual property rights”). In using our Platform and Services, you agree to do so only for their intended purpose, and in accordance with these Terms. We really value your feedback on our Services and Platform. Where you provide us with feedback, we may opt to incorporate it into our Services or Platform, and you confirm that no intellectual property right arises in relation to such feedback, and no compensation shall be due to you. 

Disclaimer of Liability. EXCEPT WHERE RESTRICTED BY LAW, IN NO EVENT WILL WE BE RESPONSIBLE TO YOU FOR ANY INDIRECT, CONSEQUENTIAL, EXEMPLARY, INCIDENTAL OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. TO THE EXTENT THAT WE FAIL TO COMPLY WITH THESE TERMS, WE WILL BE RESPONSIBLE FOR YOUR FORESEEABLE LOSS AND DAMAGE, AND OUR AND OUR AFFILIATES’ TOTAL AGGREGATE LIABILITY TO YOU IN ANY CIRCUMSTANCES IS LIMITED TO THE TOTAL AMOUNT OF USD 100.00 (ONE HUNDRED US DOLLARS).
OUR SERVICES AND PLATFORM ARE PROVIDED ON AN AS-IS AND AS AVAILABLE BASIS. IN PARTICULAR, WE DO NOT GUARANTEE THAT THEY WILL BE AVAILABLE AT ALL TIMES, NOR THE QUALITY OF THE UNDERLYING CONNECTIONS AND NETWORKS. TO THE EXTENT PERMITTED BY LAW, WE EXCLUDE ALL IMPLIED CONDITIONS, WARRANTIES, REPRESENTATIONS OR OTHER TERMS THAT MAY APPLY TO THE PROVISION OF OUR SERVICES AND WEBSITE. TO THE EXTENT PERMITTED BY LAW, YOU WILL INDEMNIFY US AND OUR DIRECTORS, OFFICERS, EMPLOYEES, AND CONTRACTORS FOR ANY THIRD-PARTY LEGAL PROCEEDINGS (INCLUDING ACTIONS BY GOVERNMENT AUTHORITIES) ARISING OUT OF OR RELATING TO YOUR UNLAWFUL USE OF OUR SERVICES OR VIOLATION OF THESE TERMS.

Governing Law and Courts. Irrespective of the country from which you access our Services or Platform, these Terms and any dispute or claim arising out of or in connection with them or their subject matter shall be governed by and construed in accordance with the laws of England and Wales, and the Courts of England and Wales shall have exclusive jurisdiction. 

Class Action Waiver. You agree that you waive the right to participate as a plaintiff as a class member in a class action proceeding. Any proceedings to resolve disputes must be conducted on an individual basis, and not in a class, consolidated or representative action.

Enforcement of Terms. If there’s any part of these terms that either you or we are legally unable to enforce, that part will be ignored to the extent that it is unenforceable, but everything else will remain enforceable.

Contacting us. If you have any questions about these Terms please reach out to [email protected]. If you need support in relation to the Services or Platform, please contact us by email at [email protected], or reach out to us via the support functionalities available on the App.

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Terms of Use for our Services

These “Terms of Use of our Services” will apply where you are a user of our Services, and should be read alongside our other terms that apply to you. 

Your Device. In order to access our Services, you should have an unlocked, eSIM-compatible device, for which you should be the sole responsible user. Some information to help you with this can be found in our Help Center.

Your Airalo Account. Your Airalo account is personal to you, and cannot be assigned or transferred to anyone else without Airalo’s prior written approval. We reserve the right to suspend or terminate your account at any time, at our sole discretion. This can occur in situations where, for example, we have a security concern or if we think you have breached our Terms. We will notify you if we do this. Where you have breached our Terms or used our Services in a manner that is contrary to our Acceptable Use Policy, you will not be entitled to a refund, and we may suspend or terminate your Airalo Account.

Prices and Payments. We usually process payments in US Dollars ($). We may support other currencies, but we do that at our sole discretion. The prices for our Services don’t include taxes or any applicable extra fees, which may be added based on your billing address when you make a payment.

Refunds. You can find more details about the circumstances in which you are entitled to a refund in our Help Center. 

Termination and Suspension. We select the best and most trusted service providers to work with, so that you can have the most reliable experience possible. This means that, at times, we might need to stop collaborating with a service provider where they do not meet the standards we expect. This can result in the termination or suspension of the Services that have been purchased by you. Where this happens, please refer to the Refunds section in our Help Centre for further information.

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Acceptable Use Policy

You must comply with the following when accessing our Platform or Services:

1. You must be at least 13 years old;
2. You must not resell, transfer, copy, distribute or share the Services with third parties;
3. You must not impersonate another person, hide or attempt to hide your identity, or otherwise misrepresent your affiliation with a person or entity to attempt to access unauthorised accounts, or for any other purpose;
4. You must not conduct fraud or carry out any other illegal or criminal activity, or breach any applicable law;
5. You must not act in any way which may impair the operation and/or performance of the underlying networks relied upon by Airalo;
6. You must not use our Platform or Services in any way that might impair their performance, security or functionality, or interfere with other people’s use;
7. You must not harass, insult, harm, abuse, defame, abuse, harass, stalk, threaten, intimidate or otherwise violate the legal rights of any other person, including staff members of Airalo;
8. You must not use our Platform or Services in any manner which could provide disrepute, or to provide any commercial services;
9. You must not use our Platform or Services for the purposes of developing or providing any service or functionality which competes with Airalo;
10. You must not carry out in any way (including facilitating, permitting or authorising) any text mining, data mining or web scraping of our website for any purpose without our express permission. This includes the training and development of artificial intelligence systems or models.
11. You must not upload or transmit viruses or any other type of malicious code; 
12. You must not attempt to decipher, decompile, disassemble or reverse engineer any of the software or algorithms used to provide the Services; 
13. You must not use any automated system, including without limitation “robots”, “spiders” or “offline readers” to access the Services;
14. You must not transmit spam or unsolicited email, send large volumes of messages or similar content or make public large volumes of information through our Services; and
15. You must not attempt to phish, spider, crawl or scrape using our Services; and

Password and credentials. You are responsible for keeping your password and credentials secure. If you have reason to believe that your password and credentials are no longer secure, please change your password immediately, and notify us of the issue by contacting us at [email protected].

Doubts? If you are in doubt as to whether a particular use of the Platform or Services is compliant with this Acceptable Use Policy, please contact our support team. However, you remain solely responsible for complying with any applicable local laws related to your use of the Services.
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Refund Policy

Applicability. Refunds from Airalo are only available to you if you have purchased the Services directly from Airalo. Where you have purchased the Services from a third party, you need to contact that third party in relation to any refund requests you may have.

Legal right of withdrawal. If you are purchasing the Services as a consumer, you have the legal right to unilaterally withdraw from your purchase within 14 days. This right to withdraw from your purchase expires on the earlier of 14 days after making the purchase, or the date on which the eSIM is activated. Please note that you will not be able to exercise your right of withdrawal for an eSIM that you have already started to use.

Replacements and Refunds. If you have activated the Services but are unable to use them due to an error or omission on the part of Airalo, or because Airalo has decided to retire the Service, we will either provide a replacement Service or refund an amount equal to the price of the Service you have purchased in full, at your option. This is, however, subject to the following:

1. You must have submitted a refund request within 30 days of the issue giving rise to your claim arising.
2. Airalo was not able to restore your ability to access and use the purchased Services within 10 days of receipt of your refund request.
3. You have cooperated with our efforts to resolve any issues you were experiencing with accessing or using the Services.

Where you have partially consumed the credit for the Services that you are requesting a refund for, we will only ever refund an amount equal to the unused portion of the Services.

No refund/replacement. You will have no right to a refund or replacement of the Services in any other situation.

How to apply for a Refund. You can submit a refund request to our support team either by emailing [email protected] or by using the in-app or web based chat available to you. Our support team may ask you to provide further information to support your refund request, such as screenshots of the Device settings. Where a refund is due to you, you will have the option of receiving it in the form of Airmoney, which is an in-app reward currency that can be used for future purposes, or credit back via your original payment method. Please note it can take a credit to your original payment method up to 30 business days to arrive with you.

Unauthorized purchases. If you suspect any unauthorized purchases have been made with your Account, you must notify our support team immediately. Airalo reserves the right to suspend any account associated with fraudulent activity. Whether a refund is payable is at the sole discretion of Airalo.

Incorrect charges. If you believe that you have been charged an incorrect amount for Services that have been provided by Airalo, please contact our support team within 30 days of having incurred such charge, providing details as to why you believe the invoiced amount is incorrect. We will then investigate. Whether a refund is payable is at the sole discretion of Airalo.