Terms and Conditions

1. Eligibility & Account Registration

• Age & Capacity: You confirm that you are at least 18 years of age (or have explicit parental/guardian permission) and possess the legal capacity to enter into this binding agreement.
• Device Compatibility: Your mobile device must be eSIM-compatible and network-unlocked to use eSIM data profiles. It is your sole responsibility to verify device compatibility before purchasing an eSIM.
• Account & KYC Verification: To register for an account or purchase regulated services, you agree to provide accurate, complete, and up-to-date information (including a valid mobile number and email address). For specific Virtual Phone Numbers where required by local telecommunications regulators or partner Mobile Network Operators (MNOs), you must submit valid identification (National ID or Passport) and proof of address prior to activation.
• Account Security: You are responsible for maintaining the confidentiality of your account credentials and for all activities occurring under your account.

2. Digital Products & Service Scope

Kwetu eSIM partners with international Mobile Network Operators (MNOs) to offer digital telecommunications services, including:

• eSIM Data Plans: Prepaid mobile data packages delivered via QR code or electronic activation credentials.
• Virtual Phone Numbers (eSIM Numbers): Electronic phone numbers with specific country capabilities and features displayed prior to purchase.
• Calling Minutes & SMS Services: Local and international voice calling credits/bundles and global SMS messaging capabilities.
• Full eSIM Profiles: Combined packages containing mobile data, a phone number, and calling minutes.
• Geographic Availability: Services are offered globally, subject to restrictions imposed by local laws and regulations. All products and services are provided "as is" and "as available" without warranty of any kind.

3. Customer Responsibilities & Acceptable Use

You agree to use our services strictly in compliance with all applicable laws and regulations for normal, person-to-person or legitimate business communications. You agree not to:

• Use the service for any unlawful, fraudulent, abusive, or malicious activities (including spamming, phishing, spoofing, or transmitting viruses/malicious code).
• Transmit unsolicited material, obscene or sexually explicit content, or hate speech directed at any individual or group.
• Engage in abnormal calling or messaging patterns inconsistent with standard individual use, including auto-dialing, robocalling, callback schemes, continuous call forwarding, telemarketing, bulk SMS blasting, or using automated bots/clones.
• Delete or uninstall a purchased eSIM QR code after activation where it will be permanently lost; Kwetu eSIM is not responsible for refunds or compensation for services lost due to customer uninstallation.
• Misuse device or APN settings; failure to follow proper activation instructions resulting in local roaming charges or failed connection remains your sole responsibility.

4. Activation, Validity & Fair Usage Policy (FUP)

• Data Plans: Validity begins upon installation, first connection to a supported network, or on a scheduled date as specified in the plan details. Unused data or expired plans are non-transferable, non-refundable, and non-redeemable for cash.
• Phone Numbers: Standard virtual numbers activate automatically upon assignment. Numbers subject to local regulatory compliance will remain inactive until required KYC documents are submitted and approved by the relevant telecom provider.
• Calling Credits & Bundles: Consumable calling credits must be used within 1 year from the date of assignment unless a shorter validity period is stated for a specific calling bundle at checkout.
• Unlimited Data Plans & FUP: For destinations offering unlimited data plans, usage is subject to a Fair Usage Policy. High-speed data is available up to 2GB within any 24-hour period. Once 2GB is reached, speeds will be reduced to 1 Mbps for the remainder of that 24-hour period, automatically resetting every 24 hours.

5. Virtual Phone Number Ownership, Renewals & Expiry

• Right of Use vs. Ownership: A strict distinction exists between legal ownership of a phone number and the right to use it. The underlying telecom operator/service provider remains the official owner of all phone numbers; Kwetu eSIM grants you a revocable right to use the assigned number for the duration of your active subscription.
• Subscription Duration & Renewal: Virtual phone number subscriptions run for the purchased period (e.g., 1 month up to 1 year). You are solely responsible for renewing your subscription before expiration.
• Number Recycling & Linked Accounts: If you fail to renew a phone number before it expires, the number will be removed from your account. Kwetu eSIM reserves the right to reassign, resell, or return the expired number to the carrier pool. Kwetu eSIM shall not be held liable for any loss of access to third-party services, banking apps, social media accounts, or personal channels linked to an expired or terminated number.

6. Pricing, Purchasing and Billing

• Pricing & Currency: Prices are displayed in the applicable currency at the time of purchase and are subject to change without notice (price changes do not affect completed purchases). Full payment must be received before an eSIM, number, or calling credit is issued.
• Billing Disputes: If you reasonably and in good faith dispute an invoice or charge, you must notify Kwetu eSIM in writing within 12 days of the transaction, providing full details of the discrepancy.

7. Return, Cancellation and Refund Policy

• Finality of Digital Sales: Due to the digital nature of eSIMs, virtual phone numbers, calling credits, and SMS packages, all sales are generally final once the QR code, phone number, or activation credentials have been generated, assigned, delivered, or installed.
• Cancellation: Orders may only be cancelled if payment has been made but the eSIM or phone number has not yet been issued or assigned.
• Refund Eligibility: Refunds will only be considered under the following circumstances:
  1. Kwetu eSIM is unable to deliver or provision the purchased eSIM or phone number.
  2. The service cannot be activated due to a verified technical fault directly attributable to Kwetu eSIM or its underlying network provider.
  3. A duplicate payment or clear billing error occurred due to our mistake.
• Exclusions: Refunds will not be granted if you purchased the wrong destination, number type, or validity period; your device is not eSIM-compatible or is carrier-locked; you fail to submit required KYC verification documents for a regulated number; you fail to install/use the service before expiry; third-party apps restrict registration on a virtual number; or data/calling allowances were partially or fully consumed. Refund requests must be submitted within 7 days of purchase with sufficient investigative proof.

8. Network Availability & Third-Party Limitations

Kwetu eSIM partners with global mobile network operators. Network availability, call clarity, SMS delivery rates, coverage, and data speeds depend on location, local carrier infrastructure, device capabilities, and network congestion. We do not guarantee uninterrupted or error-free service, nor do we guarantee that every virtual number will be accepted by all third-party verification or social media platforms.

9. Suspension and Termination of Service

Kwetu eSIM and its underlying service providers reserve the right to suspend, restrict, or terminate any eSIM, phone number, or account immediately without prior notice or compensation if:

• Fraudulent activity, security breaches, spam, or unlawful use is suspected or detected.
• These Terms or Acceptable Use policies are breached.
• Required by applicable laws, regulatory authorities, or partner MNOs.

10. Intellectual Property

All trademarks, logos, software, web design, graphics, and content provided by Kwetu eSIM remain our exclusive property (or that of our licensors) and may not be copied, reproduced, distributed, or modified without our prior written authorization.

11. Limitation of Liability & Indemnity

• General Limitation: To the fullest extent permitted by applicable law, Kwetu eSIM, its directors, officers, employees, and agents shall not be liable for any indirect, incidental, special, punitive, or consequential damages, loss of profits, loss of data, or loss of access to linked third-party accounts arising out of or related to your use of the services.
• Liability Cap: Our total aggregate liability for any claim relating to a purchase or service shall not exceed the total amount paid by the customer for the affected service in the 12 months preceding the event, or €150 (or local currency equivalent), whichever is greater.
• Indemnification: You agree to indemnify and hold harmless Kwetu eSIM against any third-party claims, regulatory fines, costs, damages, or expenses arising out of your misuse of a phone number, data plan, or calling service, or any breach of these Terms.

12. Force Majeure

Kwetu eSIM shall not be liable for any failure or delay in performing obligations due to causes beyond our reasonable control, including natural disasters, internet outages, cyberattacks, government actions, regulatory changes, civil unrest, strikes, or failures of underlying telecommunications carriers.

13. Privacy & Data Protection

Personal information and KYC verification documents collected during the purchase and operation of our services are handled strictly in accordance with our Privacy Policy and applicable data protection laws, including the Kenyan Data Protection Act, 2019.

14. Governing Law & Dispute Resolution

• Applicable Law: These Terms shall be governed by and construed in accordance with the laws of the Republic of Kenya, without regard to conflict of law principles.
• Jurisdiction: Any dispute arising from these Terms shall first be resolved through good-faith negotiations. If unresolvable, disputes shall be submitted to the exclusive jurisdiction of the competent courts of Kenya.

15. Amendments to Terms

Kwetu eSIM reserves the right to modify or update these Terms at any time. Revised terms take effect immediately upon being posted on our official website or mobile application. Continued use of our services constitutes your binding acceptance of the updated Terms.

16. Contact Information

For customer support, KYC verification assistance, billing inquiries, or refund requests, please reach out to us at:

Email: [email protected]
Website: https://kwetuesim.com/

Headquarters (United Kingdom)
39 West Stonebridge, Orton Malborne, Peterborough, England, PE2 5LU
Phone: +44 7778 024995

Regional Office (Kenya)
4th Floor, Kalson Towers, Parklands Road, Nairobi, Kenya
Phone: +254 143 348 888