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VELL eSIM TERMS & CONDITIONS

1. Introduction

These Terms & Conditions (“Terms”) govern your purchase and use of eSIM products made available via the Vell application or platform (“Platform”).

By purchasing or using an eSIM, you agree to these Terms.

Service Structure (Important)

Vell acts as a distribution and facilitation platform for eSIM products.

  • eSIM services are provided by a third-party provider (“Service Provider”).
  • When you purchase an eSIM, you are entering into a separate service relationship with the Service Provider.

Payment Handling:

  • Payments for eSIM purchases are processed on behalf of the Service Provider.
  • The merchant of record may be the Service Provider or its designated payment entity.

3. Nature of the eSIM Service

The eSIM provides access to mobile data services in supported regions.

Vell does not:

  • Operate telecommunications infrastructure
  • Guarantee network availability, speed, or coverage
  • Control roaming partners or local carriers

All connectivity services are delivered by the Service Provider.

4. Account & Eligibility

To purchase an eSIM, you must:

  • Use a compatible device
  • Provide accurate information

You are responsible for ensuring your device supports eSIM functionality.

5. Activation & Usage

  • eSIMs must be installed and activated according to instructions provided.
  • Activation typically occurs when the eSIM connects to a supported network.

Data plans are:

  • Time-limited and/or usage-limited
  • Non-transferable
  • Non-refundable once activated (unless required by law)

6. Payments & Pricing

  • Prices are displayed within the Platform at the time of purchase.
  • All payments are final unless otherwise stated.
  • Currency, exchange rates, and fees may vary depending on your location and payment method.

7. Refunds & Cancellations

Refunds may be issued only if:

  • Required under applicable law; or
  • Approved by the Service Provider under their refund policy

Generally, refunds are not available if:

  • The eSIM has been installed or activated
  • Data has been consumed

All refund requests are subject to review.

8. Service Limitations & Interruptions

You acknowledge that:

  • Network quality may vary by country and location
  • Service may be interrupted due to:
    • o Network congestion
    • o Roaming partner limitations
    • o Technical faults

Vell does not guarantee uninterrupted service.

9. Limitation of Liability

To the maximum extent permitted by law:

Vell’s liability is limited to:

  • The amount you paid for the eSIM (if any liability is established)

Vell is not liable for:

  • Indirect or consequential losses
  • Loss of business, revenue, or data
  • Travel disruption or inconvenience

10. Device Compatibility

You are responsible for:

  • Ensuring your device is eSIM-compatible
  • Following installation instructions correctly

Vell is not liable for incompatibility issues.

11. Acceptable Use

You agree not to:

  • Use the eSIM for unlawful purposes
  • Abuse or exploit network services
  • Attempt to interfere with system integrity

The Service Provider may suspend services for misuse.

12. Changes to Service or Terms

Vell or the Service Provider may:

  • Modify eSIM plans
  • Update pricing
  • Change supported regions

We may update these Terms from time to time.

13. Governing Law

These Terms are governed by the laws of Australia.

14. Contact & Support

For support:

  • Use the Vell app support function; or
  • Contact our customer support team

Vell may coordinate with the Service Provider to resolve issues.