Terms and Conditions

1. Eligibility

You confirm that:

• You are at least 18 years of age or have the permission of a parent or legal guardian.
• You have the legal capacity to enter into this agreement.
• Your device is eSIM-compatible and network-unlocked.

It is your responsibility to verify device compatibility before purchasing an eSIM.

2. Digital Product

Our eSIM data plans are digital products delivered electronically. Upon successful payment, your eSIM QR code, activation details, or installation instructions will be delivered through email, our website, mobile application, or another approved electronic channel.

3. Customer Responsibilities

You agree to:

• Purchase the correct destination, data plan, and validity period.
• Follow all installation and activation instructions provided by Kwetu eSIM Limited.
• Keep your QR code and activation details confidential.
• Use the service only for lawful purposes.

Kwetu eSIM Limited shall not be responsible for service issues resulting from incorrect installation, device settings, customer misuse, or unsupported devices.

4. Activation and Validity

Each eSIM data plan has a specified validity period and data allowance.

The validity period begins as stated in the purchased plan, which may be:

• upon installation;
• upon first connection to a supported network; or
• on a scheduled activation date.

Unused data, remaining validity, or expired plans are not transferable, refundable, or redeemable for cash.

5. Pricing and Payment

All prices are displayed in the applicable currency at the time of purchase.

Full payment must be received before an eSIM is issued.

Kwetu eSIM Limited reserves the right to change prices at any time without prior notice. Price changes will not affect completed purchases.

6. Return Policy

Because eSIM data plans are digital products delivered electronically, all purchases are generally final.

Returns cannot be accepted once:

• the eSIM QR code has been issued;
• activation credentials have been delivered;
• the eSIM has been downloaded;
• the eSIM has been installed;
• the eSIM has been activated; or
• any portion of the data service has been used.

7. Cancellation Policy

Orders may only be cancelled if:

• payment has been made; and
• the eSIM has not yet been issued or delivered.

Once the QR code or activation credentials have been generated or delivered, the order becomes non-cancellable.

8. Refund Policy

Refunds will only be considered under the following circumstances:

• Kwetu eSIM Limited is unable to deliver the purchased eSIM.
• The purchased eSIM cannot be activated due to a verified technical fault attributable to Kwetu eSIM Limited or its service provider.
• A duplicate payment has been processed for the same order.
• A billing error has occurred due to our mistake.

Refund requests must be submitted within 7 days of purchase together with sufficient information to investigate the claim.

Refunds will not be granted where:

• the customer purchased the wrong destination, package, or validity period;
• the customer's device is not eSIM-compatible;
• the device is carrier-locked;
• the customer no longer requires the service;
• the customer failed to install or activate the eSIM before expiry;
• network quality is affected by local mobile operators;
• incorrect installation or user error caused the issue;
• the data allowance has been partially or fully consumed.

Approved refunds will be processed using the original payment method. Processing times depend on the customer's payment provider or financial institution.

9. Network Availability

Kwetu eSIM Limited partners with international mobile network operators to provide connectivity.

Network availability, coverage, speeds, and service quality may vary depending on:

• location;
• local network infrastructure;
• device compatibility;
• environmental conditions; and
• temporary network congestion.

Kwetu eSIM Limited does not guarantee uninterrupted or continuous service at all times.

10. Suspension of Service

We reserve the right to suspend or terminate any eSIM service without notice if:

• fraudulent activity is suspected;
• the service is used unlawfully;
• these Terms are breached; or
• required by law or regulatory authorities.

11. Intellectual Property

All trademarks, logos, software, content, and materials provided by Kwetu eSIM Limited remain our exclusive property and may not be copied, reproduced, distributed, or used without our prior written consent.

12. Limitation of Liability

To the fullest extent permitted by applicable law, Kwetu eSIM Limited shall not be liable for:

• indirect or consequential losses;
• loss of profits, business, or revenue;
• service interruptions caused by third-party mobile operators;
• delays arising from circumstances beyond our reasonable control;
• customer device incompatibility;
• customer negligence or incorrect installation.

Our total liability for any claim relating to an eSIM purchase shall not exceed the amount paid by the customer for the affected eSIM.

13. Force Majeure

Kwetu eSIM Limited shall not be liable for any failure or delay in performing its obligations due to events beyond its reasonable control, including natural disasters, internet outages, government actions, war, cyberattacks, strikes, or failures of telecommunications providers.

14. Privacy

Personal information collected during the purchase and use of our services will be processed in accordance with our Privacy Policy and applicable Kenyan data protection laws, including the Data Protection Act, 2019.

15. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the Republic of Kenya.

Any dispute arising from these Terms shall first be addressed through good-faith negotiations. Where a resolution cannot be reached, the dispute shall be subject to the exclusive jurisdiction of the courts of Kenya.

16. Amendments

Kwetu eSIM Limited reserves the right to amend these Terms at any time. Updated Terms shall become effective immediately upon publication on our website or mobile application unless otherwise stated.

17. Contact Information

For customer support, billing enquiries, technical assistance, or refund requests, please contact:

Kwetu eSIM Limited
Email: [email protected]
Website: https://kwetuesim.com/
Republic of Kenya