Terms & Conditions

1. VALIDITY OF GENERAL TERMS AND CONDITIONS

The following Terms and Conditions shall apply to all services rendered by MUSAFIR SOLUTIONS LTD, hereafter referred to as Musafir, in connection with prepaid eSIM reselling. The following Terms and Conditions are provided on the website https://www.musafirsolutions.com. Musafir may accept variant clauses only in the case of an explicit written agreement. This section defines various categories of individuals and entities who interact with Musafir's services, platforms, and applications. Understanding these roles is crucial for interpreting the rights, obligations, and conditions described in these Terms and Conditions (T&C).

End Users: Individuals who use and interact directly with Services via their Musafir account for their personal use.

End Customers: Individuals who receive services ordered by other Musafir account owners, for example, when you do business with, or otherwise transact with a Business User.

Job applicants: Individuals who submit a job application to Musafir. The term "Customer" as used throughout this document will refer to any individual or entity engaging with Musafir's services, including End Users, Business Users, and End Customers, as applicable based on the context of the usage. This broad definition ensures that our T&C encompasses all interactions with our services, providing a clear and comprehensive understanding of the rights and responsibilities of all parties involved.

2. DESCRIPTION OF SERVICES

2.1. eSIM RESELLING

Musafir resells prepaid eSIM. The Customer registers and buys eSIM on the Musafir website (https://www.musafirsolutions.com) and/or Musafir App.

2.2. REGISTRATION FOR USING MUSAFIR SERVICES

All customers, including End Users, Business Users, End Customers, and Job applicants as defined in Section 1, must accept the General Terms and Conditions to utilize Musafir services. During the registration process, the following information must be provided:

• For End Users: Personal information such as First Name, Last Name, and Email address is required for direct interactions and transactions on the Musafir website (https://www.musafirsolutions.com) or via the Musafir App.
• For End Customers: When services are ordered by another Musafir account owner, such as a Business User, the necessary information to facilitate this transaction is handled by the initiating party. Business Users are responsible for ensuring that the personal information of End Customers is collected in compliance with applicable data protection regulations.

In instances where Musafir services are provided through intermediaries (e.g., hotels or travel agencies), the intermediary may provide the required registration information on behalf of the Customer.

To adapt to evolving service requirements and enhance user experience, Musafir reserves the right to collect additional information from all categories of customers as deemed necessary. This collection of additional information will be conducted in a manner that respects privacy and complies with data protection laws, without necessitating further changes to these Terms and Conditions. Customers will be informed accordingly about the collection of any such additional information through our standard communication channels.

2.3. MUSAFIR ENGAGEMENTS

Musafir shall use reasonable endeavors to provide Customer quality service. However, Musafir does not guarantee that the service will not be interrupted, provided on time, and be safe or fault-free.

2.4. CUSTOMER ENGAGEMENTS

In using the Equipment or Services provided by Musafir, 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 breaches its obligations under Sec. 2.4, Musafir may suspend the Customer's use of the Service. During any period of suspension, the Customer shall continue to pay all Charges due under this Agreement in respect of the suspended Services.

2.5. DEVICE COMPATIBILITY

The Customer is responsible for ensuring that their device is eSIM compatible and network unlocked. 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. By checking the box that confirms that the Customer's device is eSIM compatible, the Customer is then held responsible for the accuracy of the information they provide.

The eSIM compatibility list is not exhaustive, meaning newly announced eSIM-compatible devices may still need to be added.

3. START, DURATION, AND TERMINATION OF THE CONTRACT

The service contract between Musafir and the Customer begins upon completing the order on the Musafir website (https://www.musafirsolutions.com, including any subdomains associated with Musafir), via the Musafir app, through our APIs, on the Partner Platform, or via any other product provided by Musafir that allows customers to make an order.

The Activation of the eSIM and acknowledgment of the Activation Policy is the Customer's responsibility.

The contract will be terminated for End Users if they do not have an active data package or have deleted the eSIM from the target device.

4. CHARGES AND PAYMENT

4.1. PAYMENT CONDITIONS

Musafir offers various payment methods for its services, including but not limited to Credit/Debit Card, PayPal, Google Pay, Apple Pay, and Alipay. The currency of payment is in US Dollars ($) and may include various other currencies, with the currency of payment being determined during the transaction. The credit card transaction will be processed and secured by Musafir-approved payment service providers, including but not limited to PayPal (https://paypal.com/) and Stripe (https://stripe.com/), and additional providers chosen by Musafir for each transaction.

Automatic Charges: Under this model, renewal fees will be charged automatically to the End User's preferred payment method when their available data drops below a certain threshold at the beginning of each billing cycle.

Cancellation Policy: End Users can cancel their renewal at any time. Cancellation will take effect at the end of the current billing cycle, allowing users to continue accessing the service until the cycle concludes. To cancel, users can manage their settings directly within their Musafir account or contact our support team for assistance.

4.2. CHARGES FOR USE

4.2.1. Offsetting Claims

The Customer shall not be entitled to offset any of its claims against claims of Musafir, except where the Customer's claims are undisputed or have been confirmed by final court judgment.

4.2.2. Invoicing

Musafir implements a systematic approach to billing Business Users for the utilization of Musafir Credits, which are employed for the acquisition of eSIM, top-ups, and other Musafir products and services via the Partner Platform. This process is designed to ensure clarity and accountability in the financial transactions between Musafir and its Business Users.

Issuance of Invoices: Musafir issues invoices to Business Users detailing the Musafir Credits consumed for purchasing eSIM and top-up packages within a specified billing period. These invoices provide a comprehensive breakdown of charges incurred, enabling Business Users to track and manage their expenses effectively.

Payment Obligations: Upon receipt of an invoice, Customers are required to fulfil their payment obligations within the deadlines stipulated on the invoice.

5. DELIVERY

End Users will see the purchased eSIM under the "My eSIMs" tab on the Musafir website (https://www.musafirsolutions.com) and/or the Musafir app. The Customer will receive a confirmation email after the purchase. All the information for installing the eSIM will be available only on the user's Musafir account.

6. REPLACEMENTS/ CANCELLATION / MODIFICATION POLICY

6.1. REPLACEMENTS AND CANCELLATION

6.1.1. Policies and Guidelines

The Customer has the right to ask for an eSIM replacement if the eSIM cannot be installed and used due to a technical problem from Musafir.

6.1.2. Replacement Requests

A replacement request can be made when the activation is no longer possible following extensive collaborative troubleshooting.

6.1.3. Cooperation

Cooperation with the Customer to resolve the issue promptly is required for a replacement to be granted.

6.1.4. Data Package Validity

Each data package has its own validity period. No replacement of any form will be offered for the remaining data when the validity period expires.

6.1.5. Compensation

No replacement of any kind will be issued due to charges from alternate phones, alternate SIM cards, alternate providers, hotel phones, or other charges that are not directly linked to the Customer's Musafir eSIM account (See section 7. LIABILITY AND WARRANTY in our Terms and Conditions).

6.1.6. Fraudulent Purchases

Musafir reserves the right to refuse any form of replacement if there is evidence of abuse, violation of our Terms and Conditions, or any fraudulent activity connected with using Musafir products and services.

6.1.7. Unauthorized Purchases

The case will be subject to investigation and approval before processing any replacement(s). Musafir reserves the right to suspend any account associated with fraudulent activity.

6.1.8. Accidental Purchases

Once Customers install the eSIM, it will be considered used. No replacements 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 Musafir of such a dispute within twelve (12) days of receipt of the invoice, providing details of why the invoiced amount is incorrect and, if possible, how much the Customer considers due. (See details in section 4.2 CHARGES FOR USE under Terms and Conditions).

6.1.10. Other Reasons

If the replacement request is not within the above, we will investigate the request on a case-by-case basis. If the replacement is approved, a processing fee may apply.

6.1.11. Use of Digital Currencies (Musafir Money & Credits)

Musafir Money and Credits are digital currencies available to our Customers for the purchase of eSIM and associated services available on the Musafir platforms.

Musafir Money

Musafir Money is a proprietary credit reward system exclusive to Musafir End Users that grants cashback as Musafir Money to the user's Musafir account. The reward system has different levels, based on the purchase amount. Each level provides different cashback amounts as Musafir Money. Musafir may change any feature of Musafir Money, including the rewards system levels and how the program is structured.

• Customers can earn Musafir Money as a purchase reward for paid purchases.
• Customers cannot earn Musafir Money if a discount or referral reward is applied to the purchase.
• Customers can pay with Musafir Money only for their purchases or combine it with one of the supported payment methods.
• In a combined payment, the Musafir Money reward is proportional to the amount paid through one of the supported payment methods.
• Any existing Musafir Money in a Customer's account is not convertible to any other form of credit.
• Any purchases made using Musafir Money will be credited to the Customer's Musafir account as Musafir Money.
• The transfer of any earned or to be earned Musafir Money in a Customer's account is at the sole discretion of Musafir, and the Customer does not have the inherent right to request such transfers. Musafir reserves the right to permit or prohibit Musafir Money transfers at any time.
• Musafir reserves the right to limit the validity of Musafir Money issued as part of this program at any time and for any reason.
• Musafir reserves the right to determine the audience for granting Musafir Money.
• If Musafir Money is provided, the Customer has no rights to choose the amount of cashback will be applicable for them as this is determined at Musafir's sole discretion.
• The Customer will be responsible and liable for payment, withholding, remittance, and reporting of any taxes, levies, imports, duties, charges, fees, and withholdings that may arise from participation in the program (including corporate/individual income tax, VAT, sales taxes, and such other applicable national, governmental, provincial, state, municipal, or local taxes or levies and associated late payment interests and penalties imposed by any authority for failure to pay, withhold and report).
• Musafir reserves the right to (wholly or partly) withhold, reject, amend, suspend, revoke, or cancel, or deny benefit or use of the program to any Customer at any time and for any reason (without prior notice).
• Musafir is at all times entitled to cease and/or suspend its obligations in these Terms until it has been able to identify and verify the relevant Customer or in the event of (alleged) fraudulent activities by either Customer or any other misuse of the program.

To request a replacement, contact Musafir's support team via the Contact Us page. Please be aware that our replacement policy above will apply. Depending on the nature of the issue, Customers will be asked for further information to support their replacement request, such as screenshots of the device settings for technical issues. Please refer to section 6.1.2 in this same document related to technical issues.

6.2. MODIFICATION

The eSIM data packages from Musafir are offered as-is, and no further modifications or customization can be made based on individual requests once purchased.

7. LIABILITY AND WARRANTY

Musafir is not responsible for detriments arising due to the proposed service not being constantly available. Musafir provides no guarantee of constant availability of the network service. For any request, please write an email to enquiries@musafirsolutions.com.

8. eSIM RECYCLING PROCESS AND ACTIVATION

Musafir implements an eSIM recycling process to ensure optimal service delivery. Upon eSIM purchase, customers are required to activate the eSIM within a specified time frame, as indicated in the activation guidelines provided during the purchase process. It is the user's responsibility to activate the purchased eSIM within the designated time frame. Failing to activate the eSIM within this period may lead to its expiration, rendering the eSIM unusable. Once expired, the eSIM cannot be reactivated, and the user will need to initiate a new purchase if they wish to obtain a functioning eSIM. Users are advised to review and adhere to the provided activation guidelines to ensure a seamless eSIM activation process.

9. PRICES AND PROMOTIONS

Prices refer to the cost at which Musafir offers its eSIM packages and associated services to Customers. Musafir may offer promotional prices for its eSIM packages for a limited time. These promotions are subject to specific terms and conditions. The duration of the promotion, eligibility criteria, and any associated conditions will be clearly communicated during the promotional period. After the promotion concludes, regular prices will apply unless otherwise stated. Musafir reserves the right to modify or terminate any promotional prices, including the associated terms and conditions, at its sole discretion, without prior notice. Users seeking additional information or clarification about promotional prices can contact Musafir's support team at enquiries@musafirsolutions.com.

Prices may vary between End Users and Business Users, reflecting the tailored services and volume-based offerings that might be available to different categories of users.

Prices are subject to change without prior notice. Musafir continuously reviews its pricing strategy to align with market dynamics, ensuring that we provide quality services at competitive rates.

Musafir reserves the right to adjust prices based on a variety of factors, including but not limited to market conditions, exchange rates, and operational costs. Such adjustments are made to ensure the sustainability of the services offered and to reflect the cost of delivering high-quality connectivity solutions to our users.

Musafir commits to making every effort to inform Customers of any significant changes to pricing in a timely manner, allowing users to make informed decisions regarding their purchases. However, due to the dynamic nature of the factors influencing pricing, immediate notification may not always be possible.

For End Users: Prices listed on our website are specifically applicable to End Users. We encourage End Users to frequently visit our website for the most current information on prices and promotions.

For Business Users: Business Users should refer to the designated platforms and products built for them to find pricing information relevant to their specific needs. This approach ensures Business Users receive tailored information and pricing strategies that best suit the operational demands and scale of businesses. For further details or inquiries, Business Users also are encouraged to contact our support team directly. Our pricing and promotional strategies are crafted to deliver maximum value to our users, ensuring the sustainability and quality of the services we provide. For the latest information on prices and promotions, End Users should consult our website, while Business Users are directed to explore Musafir-owned platforms designed for them or reach out to our support team.

10. USER LOCATION TRACKING

Musafir may collect and process users' geographical location information, including GPS coordinates, IP address, Wi-Fi access points, and cell tower details, to offer location-based services and enhance user experience. By using Musafir services, users consent to this tracking. The purpose includes providing location-specific services, improving service quality, and personalizing experiences. Location information may be shared with third-party providers, who are obligated to handle data in compliance with privacy laws. Users can control location services through device settings but may experience limitations in certain features. Musafir employs security measures, retains data for necessary periods, and complies with applicable data protection laws. This section may be updated to reflect changes, and users can contact support@musafir.com for questions or concerns about location tracking practices.

MISCELLANEOUS

The original English version of these Terms may have been translated into other languages. The translated version of these Terms is a courtesy and office translation only, and the Customers cannot derive any rights from the translated version. In the event of a dispute about the contents or interpretation of these Terms or in the event of a conflict, ambiguity, inconsistency, or discrepancy between the English version and any other language version of these Terms, the English language version shall apply and prevail and be conclusive and binding. The English version shall be used in legal proceedings. If any provision of these Terms is or becomes invalid, unenforceable, or non-binding, you shall remain bound by all other provisions hereof. In such an event, such an invalid provision shall nonetheless be enforced to the fullest extent permitted by applicable law, and each party will at least agree to accept a similar effect as the invalid, unenforceable, or non-binding provision, given the contents and purpose of these Terms.