eSIM Terms & Coditions
1. About These Terms
These Terms and Conditions (“Terms”) govern your purchase and use of data plan with eSIM services (“eSIM Service”) provided by Hax Capital Pty Ltd ABN 88 641 126 927 (“Vell”, “we”, “our”, “us”). Please read this carefully prior to purchasing an eSIM data plan.
2. Nature of the Service
Vell provides a digital platform through which customers can purchase and access eSIM products. The eSIM services available on Vell are supplied and delivered through third-party telecommunications network operators and infrastructure providers.
Vell does not operate or own any mobile network infrastructure. Instead, Vell acts as an intermediary, facilitating access to eSIM services provided by licensed telecommunications partners.
Accordingly, the quality, availability, and performance of the eSIM Service depend on the underlying network providers and may vary based on location, coverage, and other external factors beyond Vell’s control.
3. Purchase and Delivery
If you purchase an eSIM from us (via the Application or Website), you enter into an agreement with us for the purchase of the eSIM and agree to pay to us all applicable charges in accordance with the Data Plan.
Upon successful purchase, the eSIM will be delivered digitally to you through the Vell application, which may include in-app access, a QR code, or delivery via email, where applicable.
4. Activation and Validity
The validity period of the eSIM begins upon first connection to a supported network, depending on the specific plan purchased. Each eSIM is issued with a validity period and may be subject to data limits or fair usage policies, as specified at the time of purchase. Once the eSIM has been activated, the validity period cannot be paused or reset.
If an eSIM purchased through Vell has not been activated within six (6) months from the date of purchase, the eSIM will be automatically cancelled and customers will be refunded.
5. Usage Rules
You agree to use the eSIM Service in compliance with all applicable laws and regulations and not to engage in any unlawful, fraudulent, or abusive activities. You must not misuse the eSIM Service, including engaging in excessive or abnormal usage that may violate any applicable fair usage policies imposed by the underlying network providers.
Vell reserves the right to suspend, restrict, or terminate access to the eSIM Service where misuse, fraud, or prohibited activities are suspected.
6. Pricing and Payment
Unless otherwise stated, prices are inclusive of applicable taxes and fees.
Vell does not apply recurring charges in connection with the eSIM Service unless explicitly disclosed at the time of purchase.
7. Refund Policy
You may cancel your eSIM Data Plan by contacting us via support. You may request a refund only when the eSIM has not been activated. You may also request refund where it can be verified that there was a network or technical failure that prevented us from providing the service.
Any eSIM that has not been activated within six (6) months from date of purchase will be automatically cancelled and refunded.
Any approved refund will be issued to the original payment method within a reasonable processing period.
Vell reserves the right to reject refund requests where there is evidence that the eSIM has been activated, accessed, or partially used.
8. Limitation of Liability
To the maximum extent permitted by law, Vell shall not be liable for any liability for any indirect, incidental, special, or consequential loss or damage. Vell does not accept liability for any loss resulting from service interruptions, network failures, or third-party provider issues.
Vell’s total liability in connection with the eSIM Service shall not exceed the amount paid by you for the relevant eSIM product.
Nothing in these Terms excludes or limits any rights or remedies that cannot be excluded under applicable law.
9. Complaints and Support
If you experience any issues with the eSIM Service, you should contact Vell’s support team in the first instance to allow us the opportunity to resolve the matter promptly and efficiently.
Vell will handle complaints in accordance with its internal complaints handling procedures.
10. Governing Law
These Terms are governed by and construed in accordance with the laws of Australia.
You agree to submit to the exclusive jurisdiction of the courts of Australia in relation to any dispute arising out of or in connection with these Terms.
11. Updates to These Terms
Vell may update or amend these Terms from time to time to reflect changes in its services, legal requirements, or business practices.
The most current version of the Terms will be made available on the Vell platform, and continued use of the eSIM Service constitutes acceptance of any updated Terms.