Terms of Service
What to know about buying and using your travel eSIM.
Last updated
1. Who we are
Averoam is operated by Relai Solutions (202603138146), registered at Kuala Lumpur. Contact us at support@averoam.com.
We are a reseller of eSIM data plans. We are not a mobile network operator. Connectivity is delivered by our supplier and their partner networks, and the quality, coverage and availability of service are ultimately theirs, not ours.
2. What you are buying
Plans include mobile data; some also include calls, SMS or a phone number. Check the selected plan’s details for included services, allowances and coverage restrictions. A displayed phone number alone does not mean calls or SMS are included.
Each plan covers a specific country or region, stated on the plan page. The eSIM will not connect outside that coverage area.
When plan validity begins depends on the plan you select. It may start when you buy, when you install the eSIM, when it first connects to a network, or on first data use. The activation policy for each plan is stated on its plan page; check it before you buy, particularly if you are buying ahead of a trip. Once validity has started it runs continuously for the stated period, whether or not you use the data.
3. Device requirements
You are responsible for confirming, before purchase, that your device is eSIM-capable and not carrier-locked. A locked or incompatible device cannot install the eSIM, and this does not entitle you to a refund.
An eSIM profile can be installed once. If you delete the profile from your device it cannot be reinstalled, and the remaining balance is lost.
4. Prices and payment
USD prices use the supplier retail price without an FX buffer. Other currencies use stored USD exchange rates and our configured pricing buffer. Prices round to the nearest minor unit of your selected currency (whole yen for JPY, two decimal places for other supported currencies). Checkout charges in your selected currency and confirms the final total after any discounts. Your bank may apply its own currency conversion or cross-border fees.
Payment is processed by Stripe. We do not receive, handle or store your card details at any point.
We may change prices at any time. The price shown when you begin checkout is the price you pay for that purchase.
5. Refunds
eSIMs are non-refundable once issued. Issuance happens automatically as soon as your payment succeeds: a profile is generated and assigned to you. Because that profile cannot be returned, reused or resold, it cannot be refunded — including if you never install it, if your device turns out to be incompatible or locked, or if you change your mind or your travel plans.
If your payment succeeded but no eSIM was ever issued, that is our failure and you will be refunded in full. If this happens and you have not been refunded, contact support@averoam.com with your payment reference.
Nothing here limits any rights you have under applicable consumer protection law that cannot be excluded by agreement.
6. Service limitations
Network coverage, speed and availability depend on the partner network at your location and are outside our control. We do not guarantee uninterrupted service, any particular speed, or coverage in any specific place.
Where a plan is described as unlimited, it is subject to the fair-use policy of the underlying network, which may reduce speeds after a threshold.
Tethering and hotspot use are available only on plans that state it, and may be restricted by the partner network.
7. Acceptable use
You may not use the service for anything unlawful, to interfere with a network, to resell the connectivity, or in breach of the acceptable use policy of the underlying network. We may suspend or terminate service without refund if you do.
8. Accessing your eSIM
We do not operate customer accounts. Your eSIM details are reachable through the link we email you and through the Manage my eSIM page, which requires both your order reference and the email address used at purchase.
Anyone holding that link can view your eSIM details. Treat it as you would a receipt or a ticket, and do not share it publicly.
9. Liability
To the fullest extent permitted by law, our total liability arising out of or relating to a purchase is limited to the amount you paid for that purchase.
We are not liable for indirect or consequential loss, including missed connections, lost bookings, business losses or costs incurred because a service was unavailable.
10. Changes and governing law
We may update these terms. The version in force is the one published here at the time of your purchase, and the date below shows when it last changed.
These terms are governed by the laws of Malaysia, and the courts of Malaysia have exclusive jurisdiction over any dispute.