Effective date: 1 January 2025
1. VALIDITY OF GENERAL TERMS AND CONDITIONS
The subsequent Terms and Conditions apply to all services provided by TEKOKA PTY LTD., hereafter referred to as Teloka, about the resale of prepaid eSIMs. These Terms and Conditions can be found on the website https://teloka.com. Teloka may consider alternative clauses solely if there is an explicit written agreement. This section delineates the different categories of individuals and entities that engage with Teloka's services, platforms, and applications. Grasping these roles is essential for understanding the rights, responsibilities, and stipulations outlined in these Terms and Conditions (T&C).
End Users: Individuals who engage with and utilize Services through their Teloka account for personal purposes.
Business Users: Teloka offers services to organizations referred to as "Business Users" that supply us with personal information of End Customers, either directly or indirectly, related to the Business Users' own operations and activities.
End Customers: Individuals who obtain services requested by other Teloka account holders, such as when engaging in business or conducting transactions with a Business User.
Job applicants: Individuals applying for a position at Teloka. The term "Customer" as utilized in this document will denote any person or organization interacting with Teloka's services, which includes End Users, Business Users, and End Customers, as relevant to the context. This inclusive definition guarantees that our Terms and Conditions cover all engagements with our services, offering a clear and thorough understanding of the rights and obligations of all parties concerned.
2. Services Overview
2.1. eSIM Reselling
Teloka resells prepaid eSIMs. Customers can register and purchase eSIMs through the Teloka website (https://teloka.com) and/or the Teloka App.
2.2. Registration For Using Teloka Services
All clients, encompassing End Users, Business Users, End Customers, and Job Applicants, as outlined in Section 1, must agree to the General Terms and Conditions to access Teloka services. The registration process necessitates the submission of the following information:
For End Users: Personal information, including first name, last name, and email address, is necessary to facilitate direct interactions and transactions on the Teloka website (https://teloka.com) or through the Teloka app.
For Business Users: It is essential to gather further information to meet the specific requirements of businesses. This encompasses the Company Name, Company Address, email addresses of Company Users, Company Website, Region, Industry, Phone Number, pertinent contacts, and any other relevant details. Such information is crucial for customizing our services to align more effectively with their operational needs and enhance service delivery to their End Customers.
For End Customers: When services are requested by another Teloka account holder, such as a Business User, the initiating party manages the necessary information to complete the transaction. Business Users must ensure that the personal data of End Customers is gathered under relevant data protection laws. In cases where Teloka services are delivered via intermediaries, such as hotels or travel agencies, the intermediary may supply the required registration details on behalf of the Customer.
To meet changing service demands and improve user experience, Teloka retains the authority to gather supplementary information from all customer categories as required. This process will be carried out in a way that honors privacy and adheres to data protection regulations without requiring modifications to these Terms and Conditions. Customers will be duly notified regarding the collection of any additional information through our established communication channels.
2.3. Teloka Engagements
Teloka will make reasonable efforts to deliver quality service to the Customer. Nevertheless, Teloka does not assure that the service will be uninterrupted, timely, or free from faults or safety issues.
2.4. Customer Engagements
The Customer is prohibited from engaging in any actions while utilizing the Equipment or Services provided by Teloka that are abusive, illegal, or fraudulent or may impair or damage the Network. Should the Customer violate the terms outlined in Section 2.4, Teloka reserves the right to suspend the Customer's access to the Service. Throughout any suspension period, the Customer remains obligated to pay all Charges associated with the suspended Services as stipulated in this Agreement.
2.5. Compatibility Of Devices
The Customer is responsible for verifying that their device is compatible with eSIM technology and is unlocked for use on any network. Compatibility may vary based on the carrier and the country of origin; therefore, the Customer must consult the list of eSIM-compatible devices available at checkout. By selecting the confirmation box indicating that their device is eSIM compatible, the Customer assumes responsibility for the correctness of the information submitted.
It is important to note that the eSIM compatibility list is not comprehensive, and newly released eSIM-compatible devices may not yet be included.
3. Start, Duration, and Termination of The Contract
The service agreement between Teloka and the Customer commences upon the successful completion of an order on the Teloka website (https://teloka.com, including any related subdomains), through the Teloka application, via our APIs, on the Partner Platform, or through any other product offered by Teloka that facilitates customer orders.
The responsibility for activating the eSIM and acknowledging the Activation Policy lies with the Customer.
The contract will be considered terminated for End Users if they lack an active data package or have removed the eSIM from the designated device. In contrast, for Business Users, the termination of the contract is governed by the stipulations of any specific agreement established between the Business User and Teloka or their active status on the Partner Platform. For those Business Users who possess such agreements or maintain active participation on the platform, the contract will continue to be valid even if there is no active data package or if the eSIM has been deleted from a device, thereby upholding the ongoing partnership and obligations between Teloka and the Business User.
4. Charges and Payment
4.1. Terms of Payment
Teloka provides a range of payment options for its services, including Credit/Debit Cards, PayPal, Google Pay, Apple Pay, and Alipay, among others.
Payments are primarily conducted in US Dollars ($), although transactions may also involve other currencies. The specific currency is established at the time of payment.
Transactions made via credit card will be handled and secured by payment service providers authorized by Teloka, including but not limited to PayPal (https://paypal.com/) and Stripe (https://stripe.com/), as well as any additional providers selected by Teloka for individual transactions.
4.1.1. Automatic Renewals for End Users
Teloka has introduced a new model that complements our existing payment options. This approach provides users seamless access to our services without requiring manual renewals. It is designed for End Users who prioritize uninterrupted service and ease of use.
Automatic Charges: With this model, renewal fees will be automatically deducted from the End User's chosen payment method when their available data falls below a specified threshold at the start of each billing cycle.
Cancellation Policy: End Users have the flexibility to cancel their renewal at any time. Such cancellation will take effect after the current billing cycle, enabling users to maintain access to the service until that time. Users can initiate cancellation by adjusting their settings within their Teloka account or by reaching out to our support team for assistance.
4.2. Charges for User
4.2.1. Teloka indicates that all Charges include VAT unless explicitly stated otherwise. All prices and fees related to eSIM purchases by Business Users on the Teloka platform do not include applicable taxes unless specified. Business Users are responsible for identifying and paying any taxes related to their acquisition of eSIMs from Teloka.
4.2.2. The Customer shall not have the right to offset any of its claims against those of Teloka unless the Customer's claims are either undisputed or have been validated by a final court ruling.
4.2.3. Invoicing
Teloka adopts a structured methodology for charging Business Users for the use of Teloka Credits, which are utilized for purchasing eSIMs, top-ups, and various other products and services offered by Teloka through the Partner Platform. This procedure aims to promote transparency and responsibility in the financial dealings between Teloka and its Business Users.
4.2.3.1. Invoice Issuance: Teloka provides invoices to Business Users outlining the Teloka Credits for acquiring eSIM and top-up packages during a designated billing cycle. These invoices offer a detailed account of the charges incurred, allowing Business Users to monitor and manage their expenditures efficiently.
4.2.3.2. Payment Obligations: Customers must settle their payment obligations upon receiving an invoice, adhering to the specified deadlines. Business Users must comply with these timelines to guarantee continuous access to Teloka services and uphold a favorable status within the Teloka Partner Platform.
4.2.3.3. Implications of Delayed Payment:
Service Interruption: Should a Business User neglect to pay an invoice within the designated period, Teloka retains the authority to temporarily halt service delivery until the payment is in full. This action is implemented to maintain the viability of our service provisions and uphold the integrity of our billing practices.
Interest and Liabilities: Teloka may apply interest on any overdue balances at a rate indicated in the invoice or permitted by applicable law. Business Users may also be responsible for any damages or additional expenses incurred by Teloka due to the delay in payment. This encompasses but is not limited to, administrative fees and legal costs related to debt recovery.
4.2.3.4. Invoices are primarily generated in USD. Nevertheless, Teloka retains the right to issue invoices in alternative currencies when deemed appropriate or as agreed upon with the Business User.
Teloka underscores the significance of timely payments in fostering a robust business relationship and ensuring uninterrupted service delivery. We encourage business users to promptly contact our support team should they encounter any billing issues or payment challenges so that we can work together to find a satisfactory resolution.
4.2.4. Prepaid Transactions for Business Users
Business Users participate in a distinct transaction process on the platform, which focuses on acquiring Teloka Credits. Business Users can utilize credit or debit cards for transactions conducted on the Partner Platform.
4.2.4.1. Acquisition of Teloka Credits: The first action for Business Users involves obtaining Teloka Credits. This procedure is intended to be simple and adaptable, providing multiple payment options to meet various business needs. Available methods encompass debit cards, bank transfers, and electronic payment systems, ensuring a broad selection of choices to cater to the varied financial preferences of our business customers.
4.2.4.2. Application of Teloka Credits: After Business Users have successfully added Teloka Credits to their accounts, they can effortlessly utilize them to acquire eSIMs, make top-ups, and access various Teloka products and services. This credit-based approach enables Business Users to strategically manage and allocate their expenditures on telecommunications services in alignment with their unique business cycles and requirements.
For additional information regarding the acquisition and use of Teloka Credits or to identify the most appropriate payment options for your business, we recommend that Business Users visit the Teloka Partner Platform or contact our dedicated support team.
5. Delivery
End Users will find their purchased eSIM listed under the "My eSIMs" section on the Teloka website (https://teloka.com) and/or within the Teloka application. Following the purchase, the Customer will receive a confirmation email. All necessary information for eSIM installation will be accessible exclusively through the user's Teloka account.
Business Users will have their eSIMs presented within the Partner Platform, streamlining the management and deployment of eSIMs and top-up packages customized to meet the business's specific needs.
Understanding our customers' varied requirements, Teloka offers its products and services through multiple channels, depending on the selected integration and the specific products and services employed.
6. Policy on Refunds, Cancellations, and Modifications
The Customer is entitled to request a refund or a replacement eSIM if the eSIM cannot be installed and used due to a technical issue originating from Teloka.
6.1. Refunds and Cancellation
6.1.1. Policies and Guidelines
6.1.2 If activation is no longer feasible after thorough collaborative troubleshooting efforts, a refund request may be submitted within thirty (30) days from the date of purchase.
6.1.3. To obtain a refund, it is essential to collaborate with the Customer to address the issue promptly.
6.1.4. Each data package is assigned a specific validity period. Once this period has lapsed, no refunds will be provided for any unused data.
6.1.5. Compensation: No refunds or reimbursements of any kind will be provided for charges incurred from alternative phones, different SIM cards, other service providers, hotel telephones, or any expenses not directly associated with the Customer's Teloka eSIM account. (Refer to section 7. LIABILITY AND WARRANTY in our Terms and Conditions)
6.1.6. Fraudulent purchases: Teloka reserves the right to deny refund requests if there is evidence of misuse, breach of our Terms and Conditions, or fraudulent actions related to the use of Teloka products and services.
6.1.7. Unauthorized purchases: Each case will undergo investigation and must receive approval before any refund is processed. Teloka reserves the right to suspend any account linked to fraudulent activities.
6.1.8. Accidental Purchases: The eSIM will be deemed utilized upon installation. Consequently, no refunds will be provided.
6.1.9. Disputed Charges: Should the Customer have a reasonable and good faith dispute regarding an invoice or any portion thereof, they must inform Teloka of the dispute within twelve (12) days of receiving the invoice. The Customer should include details explaining the inaccuracy of the invoiced amount and, if feasible, indicate the amount they believe is owed. (Refer to section 4.2 CHARGES FOR USE in the Terms and Conditions for further information.)
6.1.10. eSIM Replacements: eSIMs acquired solely from vouchers are eligible for replacement within 30 days from the purchase date.
6.1.11. Additional Reasons: We will assess each refund request individually for requests that do not fall under the aforementioned categories. If a refund is granted, a processing fee may be applicable. The maximum refund amount that a Customer can request must not exceed the total amount originally paid.
6.1.12 Refund Process
To initiate a refund request, please go to My eSIM page and click on the Refund button, or fill in the form in the Request Refund page. You can also contact Teloka's support team through the Contact Us page or by emailing [email protected]. Kindly note that our refund policy outlined above will be applicable.
Depending on the specific circumstances, customers may be required to provide additional information to facilitate their refund request. This may include screenshots of device settings for technical issues, or an explanation of any discrepancies in the invoiced amount, along with the amount the Customer believes is owed, if feasible.
Please consult section 6.1.2 of this document for information regarding refunds associated with technical issues. Customers will receive their refund through their original payment method. Refunds to the original payment method may take up to thirty (30) business days to reflect on a statement, depending on the bank's processing time.
Customers who have acquired Teloka services through a reseller are not eligible for direct refunds from Teloka. Such customers should direct their refund requests to the Teloka Business Users. While Teloka is dedicated to ensuring customer satisfaction, it must adhere to the policies established by our reseller partners for transactions conducted outside of our direct sales channels.
6.1.13.1. Refunds for transactions made directly with Teloka by Business Users can be processed using Teloka Credits or credit notes. This offers a flexible option for managing refunds, enabling customers to utilize these credits or notes for future purchases or services on the Teloka platform.
6.2. Modification
The eSIM data packages provided by Teloka are available in their original form, and after the purchase is completed, no alterations or customizations can be accommodated based on personal requests.
7. Liability and Warranty
Teloka disclaims any liability for losses resulting from the unavailability of the proposed service and does not guarantee the continuous availability of the network service. For any inquiries, please contact [email protected].
8. PROCESS OF eSIM RECYCLING AND ACTIVATION
Teloka has established a recycling process for eSIMs to guarantee the highest quality of service. Customers must activate their eSIMs within a specified timeframe, as outlined in the activation instructions at the purchase time. The user is responsible for ensuring the eSIM is activated within this timeframe. Please do so to avoid the eSIM expiring, making it unusable.
Once the eSIM has expired, it cannot be reactivated, and users will need to make a new purchase to acquire a functional eSIM. It is recommended that users carefully review and follow the activation instructions provided to facilitate a smooth activation experience.
9. Prices and Promotions
Prices denote the charges at which Teloka provides customers its eSIM packages and related services. Teloka may present promotional pricing for its eSIM packages for a limited duration. Specific terms and conditions govern such promotions. The length of the promotion, eligibility requirements, and any related stipulations will be explicitly communicated throughout the promotional timeframe. Following the conclusion of the promotion, standard pricing will be reinstated unless otherwise indicated. Teloka retains the authority to alter or discontinue any promotional pricing, along with the associated terms and conditions, at its sole discretion and without prior notification. Customers seeking further information or clarification regarding promotional pricing may contact Teloka's support team at [email protected].
9.1. Pricing may differ between End Users and Business Users, reflecting the customized services and volume-based options accessible to various user categories.
9.2. Prices are liable to modification without prior notification. Teloka regularly assesses its pricing strategy to remain in line with market trends, ensuring quality services at competitive prices.
9.3. Teloka retains the authority to modify prices based on a range of factors, including but not limited to market conditions, currency fluctuations, and operational expenses. Such modifications are implemented to maintain the sustainability of the services provided and to account for the costs associated with delivering high-quality connectivity solutions to our users.
9.4. Teloka is dedicated to promptly notifying Customers of any significant pricing changes, enabling users to make informed purchasing decisions. However, due to the ever-changing nature of the factors influencing pricing, immediate notification may not always be feasible.
For End Users: The prices displayed on our website are intended solely for End Users. End Users regularly check our website to obtain the latest pricing and promotional offers updates.
For Business Users: Business Users are advised to consult the specific platforms and products designed to access pricing information that aligns with their unique requirements. This method guarantees that Business Users receive customized information and pricing solutions that effectively address their operational needs and business scale. For additional information or questions, Business Users are also encouraged to contact our support team directly.
Our pricing and promotional strategies are designed to provide optimal value to our users while maintaining our services' sustainability and quality. For the most current details regarding prices and promotions, End Users are encouraged to visit our website. In contrast, Business Users should utilize Teloka-owned platforms tailored to their needs or contact our support team for assistance.
