The following terms and conditions shall apply to all services rendered by Truely Pte Ltd, hereafter referred to as Truely, in connection with the prepaid eSIM reselling activity. The following terms and conditions are provided on the website. Truely may accept variant clauses only in the case of an explicit written agreement.
Truely resells prepaid eSIMs. The customer registers and buys its eSIMs and SIM cards on Truely.com website and/or Truely Mobile App, or via partner channels. Our payments are handled by Stripe,Triple A and PayPal.
The customer must accept the general terms and conditions to use Truely services. The client gives directly, or by the intermediary of the service provider (Hotel, Travel Agency…), on the web browser under www.truely.com, Truely Mobile app and partner website.
Truely shall use reasonable endeavors to provide Customer quality of service. However, Truely does not guarantee that the service will not be interrupted, furnished on due time, safe or fault-free.
In using the Equipment or Services provided by Truely, 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 is in breach of its obligations under this Sec. 2.4, Truely may suspend the Customer’s use of the Service. Truely will notify the Customer as soon as reasonably practicable of the suspension. During any period of suspension, the Customer shall continue to pay all Charges due under this Agreement in respect of the suspended Services.
It is the customer’s responsibility to ensure that the device is eSIM compatible and/or network-unlocked. By checking “I have an eSIM compatible and network-unlocked device” for proceeding with the purchase, the customer is held responsible for this information. As 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. The eSIM compatibility list is not exhaustive, meaning that there might be newly announced eSIM compatible devices that have not yet been added. On our homepage and help section we regularly update the list of supported devices.
The service contract between Truely and the customer starts upon completing an order at Truely’s website https://www.truely.com or via the Truely Mobile app. The Activation of the eSIM and acknowledgment of the Activation Policy is the Customer’s responsibility. The contract will be terminated in case the customer does not have an active data package or has deleted the eSIM from the device. A data package which has already been started can not be transferred to another eSIM device. However, you may contact our CX for more information about the transfer of requesting an eSIM.
The payment of Truely services is made by Credit Card, Google Pay, and Apple Pay. The currency of payment is US Dollars($), EURO (€), Indonesian Rupiah (IDR), Australian Dollars (A$) Singapore Dollars (S$), Malaysian Ringgit (MYR), United Arab Emirates dirham (AED د.إ), Canadian Dollars (C$), Swiss Franc (CHF), Danish Krona (DKK), Pound Sterling (£) , Hong Kong Dollar (HK$), Indian Rupee ( INR ₹), Norwegian Krona (NOK Kr), New Zealand Dollar (NZ$), Poland Zloty (PLN zł) and Swedish Krona (SEK kr), Bitcoin, Etherium, USDT and USDC. The payment transaction will be processed and secured by Stripe, Triple-A or PayPal.
4.2.1. Truely states all Charges inclusive of VAT, unless specified otherwise.
4.2.2. The customer shall not be entitled to set off any of its claims against claims of Truely, except where the customer’s claims are undisputed or have been confirmed by final court judgment.
The customer will receive an eSIM ordered via e-mail and in the Truely web or mobile app. The customer will receive a confirmation email after the purchase. All the information for installing the eSIM will be available in the e-mail, on the Truely website and Truely Mobile app.
The customer has the right to ask for a refund or a change if the eSIM can not be installed and used due to a technical problem originating from Truely.
Refer to our Refund Policy
The eSIM packages from Truely are offered as-is and no further modifications or customization can be made based on individual requests once purchased.
Please note that all Unlimited Data Passes are subject to our Fair Usage Policy (FUP). Your data coverage and speed may be affected by the network service provider’s fair usage guidelines. At Truely, we prioritize customer satisfaction and strive to ensure that everyone on the network enjoys a fair and high-quality experience. To ensure everyone gets the best experience, speeds are reduced to 512 Kbps after 5 GB/day — but data stays unlimited.
While you'll still be able to browse and use essential apps, activities like video streaming may experience slower speeds. The daily reset of your data usage helps maintain fairness across the network and allows you to plan your usage accordingly. It is specifically optimized for use on mobile device resolutions, including smartphones, tablets, and laptops. It is not designed for high-definition displays or large desktop monitors for video.
If we have any reason to believe that the policy is not being followed, we may need to apply additional charges or temporarily suspend your eSIM service. We will, of course, make every effort to contact you before taking any further action.
Truely is not responsible for detriments arising as a result, that the proposed service is not or not constantly available. Truely provides no guarantee of constant availability of the network service. For any requests Whatsapp us(click here)or send an e-mail to[email protected].