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 and SIM card reselling activity.
The following terms and conditions are provided on the website https://www.truely.com/terms-conditions.
Truely may accept variant clauses only in the case of an explicit written agreement.
Truely resells prepaid eSIMs and SIM cards. 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 and Triple A.
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 the following information: First Name, Last Name, Email address and Whatsapp mobile number.
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, device, eSIM or SIM card.
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 or Triple-A.
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 immediately received 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 and on the Truely website.
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.
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 troubleshooting.
6.1.3. If the eSIM or SIM card is already in use and an issue arises that originates from Truely that cannot be resolved within a timely manner, a refund can be issued for the remaining data.
6.1.4. Cooperation of the customer to resolve the issue promptly is extremely necessary as otherwise, the refund may not be granted.
6.1.5. Each data package has its own validity period. No refunds of any form will be offered for the remaining data when the validity period expires.
6.1.6. Compensation: No refunds or remuneration of any kind will be issued due to charges from alternate phones, alternate SIM cards, hotel phones, or other charges that are not directly linked to the customer’s Truely eSIM account. (See section 7. LIABILITY AND WARRANTY in our Terms and Conditions)
6.1.7. Fraudulent purchases: Truely reserves the right to refuse any form of refund if there is any evidence of abuse, violation of our terms and conditions, or any fraudulent activities that are connected with using Truely products and services.
6.1.7.1.Unauthorized purchases: The case will be subject to investigation and approval before processing any refund. Truely reserves the right to suspend any account associated with any form of fraudulent activity.
6.1.8. Accidental purchases: Once customers install the eSIM or SIM card and it’s activated on a supported network, it will be considered as used. No refunds of any form 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 Truely of such dispute within 12 days of receipt of the invoice, providing details of why the invoiced amount is incorrect and, if possible, how much the customer considers is due. (See details in section 4.2 CHARGES FOR USE under Terms and Conditions)
6.1.10. If customers orders an eSIM, it should check it’s phone compatibility first. A refund to the original payment method of 80% of the purchase price can be provided if the phone is not compatible for eSIM or not carrier unlocked.
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 Refund method: We provide refunds in the form of Truely credit. This credit can be used for other purchases with a validity of 24 months within the Truely website and mobile app.
In the event that a customer seeks a cash refund rather than Truely credit, the following terms shall apply:
6.1.13 Eligibility for Cash Refund:
a. Cash refunds will only be considered under exceptional circumstances and at the discretion of Truely.
b. Requests for cash refunds must be made within [insert timeframe, e.g., 30 days] of the original purchase or transaction.
Valid Reasons for Cash Refund:
a. Cash refunds may be granted in instances of:
i. Unresolved technical issues or service interruptions that significantly impact the usability of the service.
ii. Material misrepresentation of service features or quality.
iii. Breach of contractual obligations by Truely.
Process for Requesting Cash Refund:
a. Customers seeking a cash refund must submit a written request via [designated channel, e.g., email or customer support portal].
b. The request must include detailed information regarding the reason for the refund request, including any relevant documentation or evidence.
c. Truely reserves the right to request further information or evidence to substantiate the refund claim.
Evaluation and Approval:
a. All refund requests will be evaluated by Truely within a reasonable timeframe.
b. Truely reserves the right to approve or deny refund requests at its sole discretion.
c. If the refund request is approved, the refund amount will be determined based on the circumstances of the case.
Payment Method for Cash Refund:
a. Cash refunds will be issued using the original payment method whenever feasible.
b. If issuance to the original payment method is not possible, alternative payment methods may be utilized, subject to agreement between Truely and the customer.
Refund Processing Time:
a. Once approved, cash refunds will be processed within [insert timeframe, e.g., 7-14 business days].
b. Any delays in processing will be communicated to the customer along with an explanation for the delay.
Exclusions:
a. Cash refunds will not be provided for:
i. Changes in personal circumstances or preferences.
ii. Usage of service in violation of terms of service or acceptable use policies.
iii. Non-material defects or discrepancies.
Finality of Decision:
a. Decisions regarding cash refunds made by Truely are final and binding.
6.1.13. REFUND PROCESS
To request a refund, contact Truely support team via the Whatsapp button on the website (or click here), 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 through their original payment method (credit card or other payment options offered through Stripe).
Refund to the original method: Once a refund is approved and issued, it can take 5-10 business days to appear on the statement depending on the bank.
The eSIM or SIM card data packages from Truely are offered as-is and no further modifications or customization can be made based on individual requests once purchased.
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 sent an e-mail to [email protected].