Política de uso aceptable

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.