Terms of Service

1. Who we are and how these Terms apply

1. Eivero operates eivero.com, the client console and the provisioning API. Together these are the Service. Eivero is the contracting party, and "we", "us" and "our" mean Eivero.
2. These Terms are a binding agreement between Eivero and the business that registers for the Service. You accept them when you create an account, call the API, use the console or submit an Order, whichever happens first.
3. If you accept on behalf of a company or another legal entity, you confirm that you are authorised to bind it, and "you" means that entity.
4. If you and Eivero have signed a separate written agreement, order form or data processing agreement, that document prevails over these Terms where the two conflict. On personal data, the data processing agreement always prevails over section 16.
5. Our legal entity name, registration number and registered office appear on every invoice we issue and are available at any time from legal@eivero.com. Where these Terms say "in writing", a signed document and an email from an authorised address both count.

2. Definitions

Account

The client account we open for you, through which you reach the console, the API and your billing records.

API

The programming interface through which you submit Orders and receive status, activation data and events.

Console

The web interface where you manage Orders, activation data, keys and account settings.

End Customer

The individual who uses a plan you sell or supply, and for whom an eSIM Profile is provisioned.

eSIM Profile

The digital subscriber profile we provision on a mobile network, installed on a device to provide connectivity.

Order

A request, submitted through the API or the console, asking us to provision an eSIM Profile for a named End Customer on a stated Plan.

Payment Instrument

A virtual card or similar payment credential we issue to fund a subscription where your Plan includes one.

Personal Data

Information relating to an identified or identifiable individual.

Plan

The combination of term, data allowance and destination coverage selected for an Order.

Subscription Period

The period an End Customer has paid for, running from activation and renewed period by period.

Service Credit

The remedy described in section 12, applied against future invoices.

3. Eligibility and your account

1. Business use only. The Service is sold to businesses that resell or supply connectivity. It is not offered to consumers, and nothing in these Terms gives an End Customer rights against us.
2. You must be able to form a binding contract, must not be subject to sanctions, and must not be resident in, or acting for anyone in, a territory subject to comprehensive trade restrictions.
3. You must give us accurate registration details and keep them current. We may ask for evidence of your business, its ownership and its activities before activating an account, and at reasonable intervals afterwards. We may decline or withdraw an account where verification cannot be completed.
4. One Account per legal entity. You may not open several accounts to avoid limits, fees or enforcement, and you may not share credentials between entities.
5. API keys, console passwords and authenticator enrolment are secrets. You are responsible for everything done with them. Tell us within 24 hours of any suspected compromise so we can revoke the credentials.
6. We may suspend credentials that appear in public code, are used from unexpected locations, or are used in a way that suggests automated abuse.

4. The Service

1. We provision eSIM Profiles on mobile networks we contract with, and give you the interfaces to manage them. Provisioning is the core of the Service. Console features such as reporting and account management describe what provisioning has done; they are not a separate product.
2. Profiles are data only unless your Plan states otherwise. A data-only profile cannot make or receive voice calls or SMS, including calls to emergency services.
3. Coverage depends on the networks available where the End Customer travels. Any coverage map, destination list or speed indication we publish is indicative. We do not sell a guaranteed speed at a guaranteed location, because radio conditions are not ours to control.
4. We may change the networks or suppliers we use, provided the Service remains materially equivalent for you. We do not need your consent for a change that removes no material feature.
5. The Service is not a substitute for a primary telephone line, an alarm system, telemedicine monitoring or any other use where loss of connectivity could cause injury. You must not present it as one.
6. Plans, inclusions and prices are those in force when you submit an Order. A later change to a Plan does not alter Orders already accepted.

5. Orders, provisioning and acceptance

1. You submit Orders through the API or the console. Each Order states the Plan, the term and the End Customer's name and contact details. An Order must be complete and accurate; we are not obliged to repair incomplete data.
2. An Order is accepted when we return a success response and begin provisioning. Acceptance is subject to available capacity, network availability and completion of any checks we are required to perform.
3. We may reject an Order where the data is incomplete or inconsistent, where we suspect fraud or unlawful use, where a sanctions or export restriction applies, or where we cannot provision on the requested network.
4. Our target is to provision within 30 minutes of acceptance during normal operation. Where a network requires manual review, provisioning takes longer, and the Order status tells you so rather than guessing.
5. We deliver activation data, an activation string or a QR image, through the API and the console. You are responsible for delivering it securely to the End Customer and for ensuring it is not reused across devices.
6. If provisioning fails, we retry. If it cannot complete, we mark the Order failed, tell you why, and do not charge the provisioning fee for it.
7. Order references identify everything that follows: support, reconciliation, credits and disputes. Quote them.
8. Where an Order renews an existing subscription, we keep the same eSIM Profile and extend its Subscription Period rather than issuing a new one, unless you ask otherwise and we agree.

6. Your obligations

1. Lawful basis. You are responsible for having a lawful basis to collect and share each End Customer's personal data with us, and for giving the notices that apply where they live.
2. Real names. Activation requires the End Customer's real name as it appears on their identification. Sending invented, altered or borrowed names is a material breach, and a network may deactivate the profile without notice.
3. Accurate Orders. You must not submit an Order you know to be fraudulent, or for a person who has not asked for connectivity.
4. Secure delivery. Activation data is effectively the key to the subscription. Deliver it over a channel you control, to the person who ordered it, once.
5. First-line support. You are your End Customer's point of contact. You handle device settings, installation and refunds, and escalate to us only what concerns provisioning or a network fault.
6. Accurate marketing. Do not describe the Service as including voice, SMS, a guaranteed speed, or coverage in a country the Plan does not include.
7. Records. Keep each Order and the End Customer's consent for at least as long as a complaint or chargeback can be brought where you operate.
8. Compliance. Comply with the law that applies to your business, including consumer, telecommunications, tax and anti-money-laundering law.

7. End-customer data and identity

1. For End Customer personal data, you are the controller and we are the processor. For the data in your Account, we are the controller. Section 16 sets out what that means in practice.
2. We need at least a name and an email address to provision and deliver a profile. A telephone number, country and device identifier are optional and help with support.
3. Do not send us special category data such as health, biometric, political or religious information. Do not send identity documents unless we ask for them under a specific procedure.
4. A network operator may require the End Customer's identity before activating a line. By submitting an Order you confirm you are entitled to share that data for that purpose.
5. We do not market to your End Customers, and we do not contact them except where necessary to operate the Service or where the law requires it.
6. If an End Customer contacts us directly, we refer them to you, unless the matter is urgent and concerns security or unlawful use.

8. Fair use of connectivity

1. Plans described as unlimited are subject to fair use. "Unlimited" means there is no data cap, not that a profile may be used in a way that degrades a shared network.
2. Prohibited under this section: using a profile as a permanent fixed-line replacement; running a public hotspot, a relay or a server farm on a profile; scripted traffic that saturates a cell; reselling raw connectivity outside the Account; and using protocols designed to evade network management.
3. Where a profile breaches this section we may slow, restrict or suspend it. We tell you first where that is practicable, and we restore it when the cause is removed.
4. Mobile networks apply their own traffic management. A profile may be prioritised differently at busy times, and no remedy arises from that alone.

9. Acceptable use

1. You must not use the Service, or allow an End Customer to use it, to break the law, to infringe the rights of others, or to interfere with a network.
2. The following are prohibited outright:
   1. fraud, deception, or obtaining connectivity through false details;
   2. harassment, threats, stalking, or sharing intimate images without consent;
   3. child sexual abuse material, or any content that sexualises a minor;
   4. malware, phishing, botnets, command-and-control traffic, or unauthorised access to a system;
   5. interception of communications, or surveillance of a person without lawful authority;
   6. unsolicited bulk messaging, or messaging that conceals its origin;
   7. trafficking, sanctions evasion, terrorism, or the financing of either;
   8. unlicensed gambling, unlicensed financial services, or the sale of unlawful goods;
   9. anything that causes a network operator to suspend our access or exposes us to regulatory action.
3. We may suspend a profile immediately and without notice where a network operator reports a breach of this section, or where continuing would expose us or a network to legal risk. We explain afterwards as soon as we can.
4. You indemnify us for claims arising from your breach of this section, as set out in section 21.

10. Payment instruments

1. Where your Plan includes them, we issue a Payment Instrument to fund each subscription, and it is charged for the period the End Customer has purchased.
2. Instruments are issued in the name of the Account holder or of the End Customer as stated on the Order. They are not a line of credit, they carry the limits we set, and they must not be used for anything other than paying for that subscription.
3. Instruments remain ours. We cancel them when the subscription ends, when it is suspended for non-payment, or when the Account closes. A cancelled instrument cannot be reused.
4. If a charge is declined, the renewal fails. We allow at least 24 hours from the failed charge before suspending, and section 14 applies to any suspension.
5. Where a network refunds a charge, we pass the refund on in the next invoice cycle, net of any amount the issuer does not return to us.
6. You must not attempt to extract funds from an Instrument, use it to pay a third party, or treat it as a general-purpose card.

11. Fees, invoicing and taxes

1. Fees are those in the price schedule that applies to your Account when the Order is placed. Where you have agreed a bespoke schedule, that schedule prevails.
2. Subscriptions are prepaid for the Subscription Period. Provisioning fees, issuance fees and other one-off charges are invoiced as they are incurred, unless your schedule says otherwise.
3. Invoices are payable within 7 days of issue, in the currency shown on the invoice, without deduction or set-off unless we agree in writing.
4. Late amounts carry interest at 1.5% per month, or the maximum the law allows if lower, from the due date until paid. We may also suspend the Service under section 14.
5. Fees exclude VAT, GST and similar taxes, which you pay in addition where they apply. Where a reverse-charge mechanism applies, you account for the tax and give us a valid registration number before invoicing.
6. We may change prices with 30 days' notice. A change does not affect a Subscription Period already paid for, and applies from the next renewal.
7. Refunds. Prepaid fees are non-refundable except where the Service was not provided, where a Service Credit applies, or where the law requires a refund. Cancelling mid-period does not generate a refund for unused days.
8. If you dispute an invoice, pay the undisputed part on time and tell us what you dispute within 14 days, with Order references. We answer within 10 business days.
9. We may require a deposit or prepayment where an Account has a history of failed payments.

12. Service levels and support

1. We target 99.5% availability of the API in each calendar month, measured as the proportion of minutes in which the API accepts requests and returns something other than a server error.
2. Excluded from that measurement: scheduled maintenance, failures of your own systems or integration, failures of a mobile network, failures of a third party we do not control, and the events described in section 22.
3. Scheduled maintenance is announced at least 24 hours ahead where practicable, and we aim to schedule it outside 09:00 to 21:00 Gulf Standard Time.
4. Support runs Monday to Friday, 09:00 to 18:00 Gulf Standard Time, through the console and by email. Security incidents can be reported at any hour to security@eivero.com.
5. Where availability falls below the target you may claim a Service Credit within 30 days of the month concerned:

   Monthly availability	Service Credit
   Below 99.5% and at or above 98%	5% of that month's fees
   Below 98% and at or above 95%	15% of that month's fees
   Below 95%	30% of that month's fees

6. Service Credits are applied to future invoices, are the sole remedy for missed availability, and are not payable in cash. The total in any month cannot exceed the fees for that month.
7. We do not guarantee provisioning time, coverage, speed, or the behaviour of a mobile network. Those depend on radio conditions and on operators we do not own.

13. Maintenance and changes to the Service

1. We may change the API where security, a network requirement or a material improvement makes it necessary. Where a change breaks compatibility we give at least 30 days' notice and run versions in parallel where reasonably possible.
2. We may add, change or withdraw a feature. Where a change materially reduces what you bought, you may terminate the affected part on 30 days' notice and receive a credit for the unused period.
3. Changing these Terms follows section 23. A change to the Service is not a change to the Terms.

14. Suspension

1. We may suspend an Account, a credential or an individual profile where:
   1. an invoice is overdue and remains unpaid 7 days after a written reminder;
   2. we reasonably believe the Account is being used unlawfully, fraudulently, or in breach of section 8 or 9;
   3. identity or business verification cannot be completed, or information given proves false;
   4. a network operator or a regulator requires it;
   5. continuing would expose us, a network or another client to a security or legal risk;
   6. usage threatens the stability of the platform.
2. Where the cause is curable and the risk is not urgent, we give notice and a reasonable chance to cure before suspending. Where the risk is urgent we act first and explain afterwards.
3. We restore the Service promptly once the cause is resolved. During a suspension caused by your breach, fees continue to accrue for Subscription Periods that were already running.
4. Suspension is not termination, and it does not remove your obligation to pay amounts already invoiced.

15. Term, termination and effect

1. The agreement runs for as long as your Account is open. Either party may terminate on 30 days' written notice, unless an order form sets a minimum term, in which case that term applies.
2. Either party may terminate immediately for a material breach not cured within 14 days of written notice, for insolvency or inability to pay debts, or where a sanction or legal restriction makes performance unlawful.
3. We may terminate immediately, without a cure period, where you have breached section 9, submitted fraudulent Orders, or attempted to extract funds from a Payment Instrument.
4. On termination:
   1. profiles stay active until the end of the Subscription Period the End Customer paid for, then are deactivated, unless already suspended or cancelled;
   2. API credentials stop working immediately and you stop using the console;
   3. Payment Instruments are cancelled;
   4. we invoice outstanding fees, and amounts already invoiced remain payable;
   5. we handle personal data as set out in section 16.
5. Clauses that by their nature should survive do so, including sections 11, 16, 17, 18, 20, 21 and 27.

16. Data protection

1. Where we process personal data on your behalf we act on your documented instructions, keep the data confidential, and apply appropriate technical and organisational measures.
2. We assist you with requests from End Customers, with impact assessments, and with consultations with a supervisory authority, taking account of the nature of the processing and the information we hold.
3. We notify you without undue delay, and in any event within 48 hours, after becoming aware of a personal data breach affecting data we process for you. Our notice says what happened, what data was involved, what we have done, and what we recommend you do.
4. We use sub-processors in defined categories: connectivity and network partners, card issuing and payment processing, cloud hosting and storage, email delivery, and support tooling. A current list is available to clients on request, and we give notice before adding one that processes End Customer data. You may object on reasonable data protection grounds.
5. Where personal data is transferred outside the region where it was collected, we rely on an approved transfer mechanism such as the standard contractual clauses or an equivalent framework.
6. On termination we delete or return the personal data we hold for you within 30 days, except records we must keep by law, which we retain in restricted form. Backups roll off within 8 weeks.
7. You may audit our compliance once in any 12 month period, on 30 days' notice, during business hours, under confidentiality, and in a way that does not compromise another client's data. Where an independent audit report covers the same ground, we may provide that instead.
8. We provide a data processing agreement on request. Where one applies between us, it prevails over this section.

17. Confidentiality

1. Each party keeps the other's confidential information secret, uses it only to perform the agreement, and shares it only with staff and advisers who need it and are bound by equivalent duties.
2. Confidential information does not include information that is public through no fault of the recipient, was already known without a duty, or is independently developed.
3. We may disclose information where the law, a regulator or a court requires it, and we tell you first where we are permitted to.
4. These duties continue for three years after the agreement ends, and indefinitely for trade secrets and personal data.
5. Neither party uses the other's name or mark in public without written consent, except that we may identify you as a client where you have agreed in writing.

18. Intellectual property

1. We own the Service, the console, the API, our software, our documentation and our marks. Nothing in these Terms transfers ownership of any of it.
2. We grant you a non-exclusive, non-transferable licence to use the console and the API for your business during the term, within the limits of your Account.
3. You own your data and the End Customer data you give us. You grant us the licence we need to process it in order to provide the Service.
4. If you send us a suggestion about the Service we may use it without obligation. Do not send us anything you consider confidential in a support ticket beyond what we need to fix the problem.
5. We may use aggregated, de-identified statistics about the operation of the Service, provided nothing identifies you or an End Customer.

19. Warranties and disclaimers

1. We provide the Service with reasonable skill and care, and to the standard described in these Terms.
2. We do not warrant that the Service will be uninterrupted or error free, that a profile will work on every device, or that coverage will be available at a particular place or time.
3. You warrant that you have authority to enter this agreement, that the information you give us is accurate, that you have a lawful basis for the End Customer data you send, and that your use complies with the law.
4. Nothing in these Terms excludes liability for fraud, for wilful misconduct, for death or personal injury caused by negligence, or for anything else that cannot lawfully be excluded.
5. Where you deal as a business, statutory warranties that would otherwise apply are excluded to the fullest extent the law allows.

20. Limitation of liability

1. Neither party is liable for indirect or consequential loss, loss of profit, revenue, goodwill or anticipated savings, or loss of data, however arising.
2. Our total liability in any 12 month period is limited to the greater of the fees you paid us in the three months before the event giving rise to the claim, and 5,000 EUR.
3. Your liability for unpaid fees, for breach of section 9, and under the indemnity in section 21 is not limited.
4. A claim must be brought within 12 months of the date you became aware, or ought reasonably to have become aware, of the facts giving rise to it.
5. These limits apply whether the claim is in contract, tort, statute or otherwise, and they survive termination.
6. These limits reflect the price of the Service. If you need a higher limit, we can agree one in writing for an adjusted fee.

21. Indemnity

1. You indemnify us against claims, losses, fines and reasonable costs arising from your breach of these Terms, your unlawful or fraudulent use of the Service, a claim by an End Customer about your own acts, your marketing or your handling of their data, and any claim that data you sent us was collected or shared without a lawful basis.
2. We indemnify you against a claim that the Service itself infringes a third party's intellectual property, where you used it as permitted. Our liability under this clause is subject to section 20, and we may instead procure the right to continue, modify the Service, or terminate with a credit.
3. The party receiving a claim tells the other promptly, gives control of the defence where the indemnity applies, and does not settle without consent.

22. Force majeure

1. Neither party is liable for a failure caused by an event beyond its reasonable control, including natural disaster, war, civil unrest, epidemic, a network or utility failure not caused by that party, a government order, or an industrial dispute.
2. The affected party tells the other promptly and mitigates the effect. If the event continues beyond 30 days, either party may terminate the affected part without penalty, and we refund fees paid for the period not served.
3. A failure of a mobile network, a bank or a cloud provider is a force majeure event for us only where it is outside our reasonable control and not caused by our own act or omission.

23. Changes to these Terms

1. We may update these Terms to reflect a change in the Service, the law, or the way we operate.
2. Where a change materially affects your rights or obligations we give at least 30 days' notice by email to the address on the Account, and publish the new version with its date at the top.
3. If you do not accept a material change you may terminate before it takes effect and receive a credit for the unused part of any prepaid period. Continuing to use the Service after the effective date accepts the change.
4. A change required by law, or one that corrects an error, may take effect sooner, with notice as soon as we can give it.

24. Notices

1. Notices to us go to legal@eivero.com, with a copy to ops@eivero.com for operational matters. Notices to you go to the email address on the Account, or to the billing address on the invoice.
2. Email is deemed received on the next business day after sending, unless the sender receives a delivery failure.
3. Either party may change its notice address by telling the other in writing.

25. Assignment and subcontracting

1. You may not assign or transfer the agreement without our written consent, which we do not unreasonably withhold where the assignee can perform your obligations.
2. We may assign the agreement to an affiliate, or to a successor in connection with a merger, acquisition or sale of assets, on notice to you.
3. We may subcontract parts of the Service and remain responsible to you for what we subcontract.

26. General

1. Entire agreement. These Terms, any order form and any data processing agreement are the whole agreement between us on their subject matter and replace anything said or written before.
2. Order of precedence. A signed order form prevails over these Terms; these Terms prevail over a click-through or a purchase order of yours; the data processing agreement prevails on personal data.
3. No waiver. A delay in enforcing a right is not a waiver of it, and one waiver does not waive the same right later.
4. Severability. If a clause is unenforceable it is read down to the minimum extent needed, and the rest of the agreement stands.
5. No third-party rights. Nobody other than the parties may enforce the agreement, including an End Customer.
6. Language. The agreement is in English. A translation is for convenience only.
7. Execution. Electronic acceptance and electronic signature are valid and binding.

27. Governing law and disputes

1. These Terms and any dispute arising from them are governed by the laws of the Republic of the Marshall Islands.
2. Before starting proceedings the parties will try in good faith for 30 days to resolve the dispute through senior representatives, with a written summary of the issue and the outcome sought.
3. If that fails, the courts of the Republic of the Marshall Islands have exclusive jurisdiction, and each party submits to it.
4. Either party may apply for urgent injunctive relief without waiting for the 30 day period where delay would cause irreparable harm.
5. Nothing in this section prevents us from pursuing an unpaid invoice in any court with jurisdiction over you.

28. Contact

Questions about these Terms, an invoice, or a decision we have taken under them go to legal@eivero.com. Operational issues go through the console or ops@eivero.com. Security reports go to security@eivero.com.

These Terms were last updated on 24 October 2026 and replace all earlier versions.