Terms & Conditions

Terms and Conditions

When you access our website, you agree to these terms. The website may be changed, modified, or adjusted in terms of the Terms and Conditions, which will become effective five (5) days after such changes are announced and posted on the website. Please read these Terms and Conditions carefully before purchasing any products from esim.travelthru.com

1. Scope and Usage Instructions:

These Terms and Conditions apply to customers who purchase products from esim.travelthru.com.

Customers under these Terms and Conditions include:

• Individuals aged 15 and above who have sufficient assets to complete the transaction. For transactions with higher or more complex values, parental or legal guardian consent is required.

2. Formation of Contracts

Any product information posted on TravelThru does not constitute an offer to contract with the Customer. A contract only forms and becomes effective when the Customer’s order is accepted, which will be communicated via an email to the address provided by the Customer.

To cancel an order (if applicable), you must follow the (6). Product Exchanges and Returns. Orders may be partially or fully canceled based on confirmation from the Customer Service Department. Any payment made by the Customer corresponding to the canceled portion of the order will be refunded as per the policy.

To ensure fairness and the rights of customers as end consumers, TravelThru reserves the right to impose restrictions on promotional programs, including but not limited to limits on the number of products a Customer may purchase during each promotion, restrictions on the intended use of products (e.g., for personal use only, not for resale), or other limitations specified in each promotional program. These restrictions are referred to as the Promotion Policy.

Therefore, TravelThru reserves the right to not confirm, reject, cancel, or withdraw any products delivered from orders that violate any provisions of the Promotion Policy.

3. Placing and Confirming Orders:

When Customer place an order on esim.travelthru.com, TravelThru will receive and promptly send Customer the order details. After placing the order, Customer check device compatibility. Once Customer confirm order and agree to the Terms and Conditions, Customer will proceed to the payment step and receive eSIM.

To ensure prompt confirmation of your order, please provide all relevant and accurate information related to the purchase, including any terms and conditions of the promotional program (if applicable) that you are participating in.

4. Order Value and Payment Methods:

The prices of products on esim.travelthru.com may or may not include value-added tax.

By clicking the "Payment" button to proceed with the payment, you confirm that you have reviewed the order details and agree to the Terms and Conditions applicable to the purchase.

To ensure secure payment, please note the following:

• Only make payments through the online payment window linked from TravelThru.
• Handle and protect your card (credit card, ATM card, gift card, etc.) and card/account information carefully.

5. Discount Codes and Promotional Programs:

Discount codes are a form of discount offered by TravelThru, which may reduce part or all of the order value. You will receive information about the terms and conditions for using the discount code.

TravelThru reserves the right to reject orders using discount codes that do not meet the specified terms and conditions without prior notice. In such cases, the discount code will not be reissued. Additionally, TravelThru reserves the right to deny the extension of expired codes, codes not fully utilized, or cases involving unilateral cancellation of orders initiated by the Customer.

6. Product Exchanges and Returns:

eSIM Exchange Policy Within 1 Hour:

TravelThru accepts exchanges of eSIMs within 1 hour under the following conditions:

• Customers must contact TravelThru immediately if an issue arises and provide continuous updates within 1 hour to a TravelThru technician.
• Customers need to provide complete images/videos demonstrating the eSIM issue and must delete the faulty eSIM before receiving a replacement from TravelThru.
• TravelThru will either send a new eSIM or issue a refund depending on the situation, as determined by the TravelThru technician.

6.1. Refund Policy

• Immediate Notification to TravelThru: If you encounter an issue with your eSIM while abroad, please contact TravelThru's customer service immediately via email at [email protected] or whatsapp: +1 415 855 3868 for timely assistance.
• Refund for Faulty Products: If the product is determined to be defective due to TravelThru's fault and you are unable to use it as intended despite following the provided instructions, you will be eligible for a refund of up to 100% of the product's value in cases of technical faults. (Note: Tax costs are not included.)
• Expired eSIMs: Please note that refunds will not be issued for expired eSIMs. Customers are responsible for ensuring the eSIM is used within its valid period.

To process a refund, TravelThru will verify the reported issue in our system. Once confirmed, we will promptly issue a refund for the unusable portion of the service. The processing and refund time will be within 5-7 business days.

6.2. Cases Not Eligible for Refund:

• The customer has deleted the eSIM and wishes to reinstall it.
• The customer’s device does not support eSIM.
• The customer’s phone is network-locked (locked version).
• The destination country experiences force majeure events (including but not limited to natural disasters, earthquakes, pandemics, fires, wars, strikes, riots, changes in local laws, or changes in government).
• The network infrastructure in the destination country is problematic or unstable.
• The customer fails to proactively contact TravelThru when an eSIM issue arises.
• The customer changes their needs or preferences.

TravelThru encourages customers to proactively contact to negotiate and resolve any issues through the communication channels provided on our website if any problems arise during the transaction.

7. Information Security Policy

TravelThru prioritizes and values the protection of customer information, employing the best measures to safeguard all customer data. Payment information will be encrypted to ensure security.

Customers are prohibited from using any programs, tools, or methods to interfere with the system or alter the data structure. The website also strictly forbids any activities that promote, disseminate, or encourage actions aimed at interfering with, damaging, or infiltrating system data. Individuals or organizations found violating this policy will have their rights revoked and may face legal action if necessary.

Customer information security will be governed by the terms outlined in the Customer Data Protection section of our operational regulations, available on our website.

Payment information security for customers will adhere to the terms specified in the Payment Security Policy.

8. Complaint Handling:

For any questions or complaints, including but not limited to product/service quality, delivery issues, delivery staff attitude, or product exchanges/returns, customers may contact the Customer Service Department via email at [email protected] or WhatsApp at +1 415 855 3868

Please provide the Order Code confirmed by TravelThru in your email. TravelThru’s Customer Service Department will review your issue and respond as soon as possible.

In cases where a complaint arises from incorrect information entered by the customer: Customers are responsible for providing accurate and complete information when engaging in transactions on TravelThru’s website. If incorrect information is submitted, TravelThru reserves the right to refuse to process the transaction.

Additionally, customers have the right to unilaterally terminate the transaction if the following steps have been taken:

Notification of transaction cancellation to TravelThru via email at [email protected] or WhatsApp at +1 415 855 3868

9. Limitation of Liability:

In all circumstances, TravelThru shall not be held liable for any damages, losses, or expenses incurred by the customer, except where caused by TravelThru's own fault. TravelThru’s liability to the customer is limited to the value of the product purchased on the TravelThru website.

10. General Terms

The provisions referenced are an integral part of these Terms and Conditions.

TravelThru and the customer are responsible for fulfilling all obligations set forth in these Terms and Conditions.

If any provision of these Terms and Conditions is deemed invalid or unenforceable in whole or in part by a competent authority, the validity of the remaining provisions shall not be affected.

These Terms and Conditions and any matters arising from the contractual relationship between TravelThru and the customer shall be governed by the laws of Singapore. Any disputes or claims arising from or related to these Terms and Conditions will be resolved through negotiation within thirty (30) days. If the dispute is not resolved within this period, it may be brought before the competent court.

11. Seller and Buyer Obligations for Each Transaction

Seller Obligations:

• Ensure accurate order fulfillment with the correct product and packaging, maintaining quality and safety standards.
• Assist and facilitate the customer in discovering products, making purchases, and receiving their orders as promptly as possible.
• Monitor orders and address any issues related to unsuccessful deliveries. Contact the customer promptly to ensure timely delivery.
• Manage any unforeseen issues related to the orders they have sold.
• Provide advice and guidance on all specific information related to the product/service to ensure the buyer understands and can use it effectively.
• Deliver the product/goods to the buyer within the agreed timeframe and quantity after the buyer has made full payment.
• Address any questions or difficulties the buyer may encounter during the use of the product.
• Provide documentation related to the buyer's payment, such as invoices, purchase receipts, and payment vouchers, for the total amount the buyer has paid within the requested month.

Buyer Obligations:

• Comply with the regulations and procedures related to the services as specified by the Seller.
• Make full payment to the Seller for the amounts specified in the purchase order, along with any relevant invoices and documentation (if applicable).
• Support and provide complete information to the Seller regarding transactions when requested by the Seller.