Terms & Conditions

GENERAL TERMS AND CONDITIONS

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 the 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.

2. DESCRIPTION OF SERVICES

2.1. eSIM RESELLING

Airalo resells prepaid eSIMs.

The Customer registers and buys its sim cards on https://www.airalo.com website and/or Airalo App. Our payments are operated by PayPal (https://paypal.com) and Stripe (https://stripe.com) with an alias of your credit card (virtual Credit Card Imprint).

2.2. REGISTRATION FOR USING AIRALO SERVICES

The Customer must accept the General Terms and Conditions to use Airalo services. The client gives directly or by the intermediary of the service provider (Hotel, Travel Agency…) on the web browser under https://www.airalo.com the following information: First Name, Last Name, Address (billing address), Email address.

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 at the Airalo website https://www.airalo.com or via the Airalo app.

The Activation of the eSIM and acknowledgment of the Activation Policy is the Customer's responsibility.

The contract will be terminated if the Customer does not have an active data package or has deleted the eSIM from the target device.

4. CHARGES AND PAYMENT

4.1. PAYMENT CONDITIONS

The supported payment methods for Airalo services are Credit/Debit Card, PayPal, Google Pay, Apple Pay, and Alipay.

The currency of payment is in US Dollars($).

The credit card transaction will be processed and secured by Airalo providers PayPal (https://paypal.com) and Stripe (https://stripe.com).

4.2. CHARGES FOR USE

4.2.1. Airalo states all Charges are inclusive of VAT unless otherwise specified.

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.

5. DELIVERY

The Customer will immediately 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.

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.

6.1.3. Cooperation with the Customer to resolve the issue promptly is required for a refund to be granted

6.1.4. Each data package has its own validity period. No refund of any form will be offered for the remaining data when the validity period expires.

6.1.5. 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. (See section 7. LIABILITY AND WARRANTY in our Terms and Conditions)

6.1.6. Fraudulent purchases: Airalo reserves the right to refuse any form of refund if there is evidence of abuse, violation of our Terms and Conditions, or any fraudulent activity connected with using Airalo products and services.

6.1.7.Unauthorized purchases: The case will be subject to investigation and approval before processing any refund. Airalo reserves the right to suspend any account associated with fraudulent activity.

6.1.8. Accidental purchases: Once Customers install the eSIM, it will be considered used. No refunds will be offered.

6.1.9. Incorrect charges: If the Customer reasonably and in good faith disputes an invoice or part of it, the Customer shall notify Airalo of such a dispute within twelve (12) days of receipt of the invoice, providing details of why the invoiced amount is incorrect and, if possible, how much the Customer considers due. (See details in section 4.2 CHARGES FOR USE under Terms and Conditions)

6.1.10. Replacements: eSIMs purchased exclusively with Airmoney earned from vouchers can be replaced within 30 days from the date of purchase.

6.1.11. 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.

6.1.12. USE OF AIRMONEY

6.1.12.1. Airmoney is a credit reward system made just for Airalo that grants 5% cashback as Airmoney to the user's Airalo account.

6.1.12.2. Customers can earn Airmoney as a purchase reward for purchases paid through Credit/Debit Card, PayPal, Google Pay, Apple Pay, and Alipay.

6.1.12.3. Customers cannot earn Airmoney if a discount or referral reward is applied to the purchase.

6.1.12.4. Customers can pay with Airmoney only for their purchases or combine it with a Credit/Debit Card, PayPal, Google Pay, Apple Pay, and Alipay.

6.1.12.5. In a combined payment, the Airmoney reward is proportional to the amount paid through Credit/Debit Card, PayPal, Google Pay, Apple Pay, and Alipay.

6.1.12.6. Any existing Airmoney in a Customer's account is not convertible to any other form of credit.

6.1.12.7. Any purchases made using Airmoney will always be credited to the Customer's Airalo account as Airmoney.

6.1.12.8. Any earned or to be earned Airmoney in a Customer's account is not transferable to any other Airalo account.

6.1.13. REFUND PROCESS

To request a refund, contact Airalo's support team via the Contact Us page or send a message to [email protected]. 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 6.1.12.6 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 credit: Airmoney will be credited immediately to the Customer's account.

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 [email protected].