Acceptable use policy

Acceptable use policy

You must comply with the following when accessing our Platform or Services:

1. You must be at least 13 years old;
2. You must not resell, transfer, copy, distribute, or share the Services with any third party;
3. You must not impersonate someone else, conceal or attempt to conceal your identity, or otherwise misrepresent your relationship with a person or entity to try to access unauthorized accounts or for any other purpose;
4. You must not commit fraud or engage in any other unlawful or criminal activity, or breach any applicable laws;
5. You must not act in any way that could undermine the operation and/or performance of the underlying networks that VivuEsim relies on;
6. You must not use our Platform or Services in any way that could undermine their performance, security, or functionality, or interfere with another user’s use;
7. You must not harass, insult, harm, defame, abuse, stalk, threaten, intimidate, or infringe the legal rights of any other person, including VivuEsim employees;
8. You must not use our Platform or Services in any way that could bring them into disrepute, or to provide any commercial services;
9. You must not use our Platform or Services to develop or provide any service or functionality that competes with VivuEsim;
10. You must not carry out any text mining, data mining, or web scraping of our website in any way (including facilitating, enabling, or authorizing) for any purpose without our express permission. This includes training and developing artificial intelligence systems or models.
11. You must not upload or transmit viruses or any other type of malicious code; 
12. You must not attempt to decrypt, reverse engineer, decompile, disassemble, or otherwise attempt to derive source code for any software or algorithm used to provide the Services; 
13. You must not use any automated system, including but not limited to “robots”, “spiders”, or “offline readers” to access the Services;
14. You must not transmit spam or unsolicited emails, send large volumes of messages or similar content, or publish large volumes of information through our Services; and
15. You must not attempt to phish, spider, harvest, or scrape using our Services.

Passwords and login details. You are responsible for keeping your passwords and login details secure. If you have reason to believe your passwords and login details are no longer secure, please change your password immediately and notify us by contacting [email protected].

In doubt? If you are unsure whether a particular use of the Platform or Services complies with this Acceptable Use Policy, please contact our support team. However, you remain solely responsible for complying with any applicable local laws relating to your use of the Services.
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Refund policy

Applicability. Refunds from VivuEsim are only available to you if you purchased the Services directly from VivuEsim. If you purchased the Services from a third party, you must contact that third party regarding any refund request you may have.

Statutory right of withdrawal. If you purchase the Services as a consumer, you have a statutory right to withdraw unilaterally from your purchase within 14 days. This right of withdrawal expires on the earlier of 14 days after purchase, or the date the eSIM is activated. Please note that you will not be able to exercise your right of withdrawal for an eSIM that you have already started using.

Replacement and refunds. If you have activated the Services but are unable to use them due to an error or omission by VivuEsim, or because VivuEsim has decided to discontinue the Services, we will provide a replacement service or refund an amount equal to the full price of the Services you purchased, at your option. However, this is subject to the following:

1. You must have submitted your refund request within 30 days from when the issue giving rise to your complaint arose.
2. VivuEsim cannot restore access to and use of your purchased Services within 10 days of receiving your refund request.
3. You have cooperated with our efforts to resolve any issues you are experiencing with accessing or using the Services.

If you have used part of the credit for the Services for which you are requesting a refund, we will only refund an amount equal to the unused portion of the Services.

No refund/replacement. You will not be entitled to a refund or replacement of the Services in any other circumstances.

How to request a refund. You can submit a refund request to our support team by emailing [email protected] or by using the chat feature in the app or on the web that is available to you. Our support team may ask you to provide additional information to support your refund request, such as screenshots of your device settings. Once your refund is approved, you will have the option to receive it as Vimoney (an in-app reward currency that can be used for future purchases) or as a credit back to your original payment method. Please note that crediting your original payment method may take up to 30 business days.

Unauthorized purchases. If you suspect that any unauthorized purchase has been made using your account, you must notify our support team immediately. VivuEsim reserves the right to suspend any accounts associated with fraudulent activity. Whether a refund is available is solely at VivuEsim’s discretion.

Incorrect charges. If you believe you have been charged an incorrect amount for Services provided by VivuEsim, please contact our support team within 30 days of the charge arising, providing details of why you believe the billed amount is incorrect. We will then investigate. Whether a refund is available is solely at VivuEsim’s discretion.