Terms of Service

1. This agreement

These Terms of Service form a binding contract between you and Innovage.io LLC, a limited liability company formed in Wyoming ("Inovo eSIM", "we", "us"). They govern your use of the Inovo eSIM mobile app, our website at esim.innovage.io, and every eSIM data plan you buy from us.

By creating an account, buying a plan, or using the app, you accept these Terms. If you do not accept them, do not use Inovo eSIM.

2. What Inovo is, and what it is not

Inovo eSIM is a reseller of prepaid mobile data. We buy capacity from eSIM providers and mobile network operators around the world and resell it to you as a data plan delivered over eSIM.

We are not a mobile network operator. We do not own, build or control any cellular network, radio tower or spectrum. The actual connectivity you receive is delivered by third party carriers in the country you are visiting, over their networks, subject to their coverage, capacity and technical decisions.

This matters for what we can promise. We can promise to deliver you a working eSIM profile for the plan you paid for. We cannot promise that a particular carrier network will be fast, available, or reachable at a particular street corner on a particular day, because none of that is within our control.

Our plans provide mobile data only. They do not include a phone number, and they do not support outbound voice calls or outbound SMS. Some plans can receive SMS where the underlying carrier supports it; where that is the case the plan description says so. Never rely on a data-only eSIM to reach emergency services. See section 14.

3. Eligibility

You must be at least 18 years old and able to form a binding contract where you live. If you are using Inovo eSIM on behalf of a company, you confirm you are authorised to bind that company, and "you" means that company.

You may not use Inovo eSIM if you are located in, ordinarily resident in, or buying on behalf of anyone in a country or territory subject to comprehensive United States sanctions, or if you appear on any United States government restricted party list. See section 27.

4. Your account

You sign in with Google or Apple. We do not issue or store passwords, so the security of your account depends on the security of the Google or Apple account you sign in with. Keep it protected, and tell us promptly at esim@innovage.io if you believe someone else has used your account.

You are responsible for everything that happens under your account, including purchases made by anyone you allow to use your device. Give us accurate information and keep it current.

One person, one account. Creating multiple accounts to avoid a suspension, to abuse promotional pricing, or to work around the first order limits described in section 9 is a breach of these Terms.

5. Device compatibility is your responsibility

Before buying, confirm all of the following.

• Your device supports eSIM. The app includes a compatibility guide, and most manufacturers publish a list.
• Your device is carrier unlocked. A phone locked to your home carrier will refuse a third party eSIM profile even though the profile itself is valid.
• Your device is not region restricted in a way that blocks eSIM, which applies to some models sold in mainland China, Hong Kong and Macau.
• You have a working internet connection, such as hotel or airport Wi-Fi, at the moment you install the eSIM. Installation requires connectivity, and you usually cannot install a travel eSIM after you land without Wi-Fi.

We strongly recommend installing your eSIM before you travel and leaving it switched off until you arrive. Installation is a separate step from activation, and installing early does not start your plan validity unless the plan description says otherwise.

6. Plans, data allowance and validity

Each plan lists the destinations it covers, the data allowance, and the validity period in days. The plan page in the app is the authoritative description of what you are buying, and it is what governs if it differs from marketing material anywhere else.

When validity starts

Validity begins when the eSIM first connects to a supported network in a covered destination, not when you buy it and not when you install it, unless the plan description states otherwise. Once it starts it runs continuously, including days you do not use the plan.

When a plan ends

A plan ends when the data allowance is exhausted or the validity period expires, whichever comes first. Both are final.

No rollover, no extension

Unused data has no cash value, does not roll over, and is not refundable or transferable. An expired plan cannot be extended or reactivated. Buy a new plan or, where supported, a top up.

Measurement

Data usage is measured by the carrier delivering your connectivity, and the figure shown in the app comes from our supplier, refreshed periodically. It can lag real usage by minutes to hours and is an estimate. The carrier record is the one that governs.

7. Unlimited plans and fair use

Plans described as unlimited carry a daily full speed allowance. When you pass it, your connection continues but is slowed for the rest of that day, then returns to full speed the next day. The daily allowance is shown on the plan before you buy.

The Fair Use Policy explains exactly how throttling works, what the daily caps are and what is not permitted on an unlimited plan. Read the Fair Use Policy.

8. Prices, payment and taxes

All prices are shown and charged in United States dollars. If your payment card is denominated in another currency, your bank sets the exchange rate and may add a foreign transaction fee. That fee is between you and your bank, and we neither receive nor control it.

Payments are processed by Stripe. We never receive or store your full card number. By paying you also accept the terms of the payment method you selected, including Apple Pay or Google Pay where you use them.

Prices can change at any time. The price shown at the moment you confirm a purchase is the price that applies to that purchase. Where sales tax, VAT, GST or a similar tax applies, it is calculated at checkout and shown before you pay.

If a plan is listed at a clearly incorrect price because of a technical or human error, we may cancel the order and refund you in full rather than honour the mistaken price.

9. Delivery of your eSIM

After your payment is confirmed we order the eSIM profile from our supplier and deliver it to you in the app as a QR code and a manual activation code. This usually takes under a minute. Delivery is complete when the activation code is available in your account, and that is the moment the plan is treated as delivered for the purposes of section 10.

If we cannot provision your eSIM, we refund the full amount you paid automatically. We do not retry the order, because a retry risks charging you twice or issuing a duplicate profile. You are free to place a new order.

To limit fraud we cap the value of a first order on a new account, may hold an order briefly for review, and may require additional payment verification such as 3D Secure. If we cannot verify an order we may cancel it and refund it rather than fulfil it.

10. Refunds

We refund in full, automatically, when we take payment and then fail to deliver a working eSIM. We do not refund a plan once the eSIM has been delivered to you, because the profile cannot be un-issued.

The Refund Policy sets out exactly what is and is not refundable, how to ask, and how long refunds take. Read the Refund Policy.

The Refund Policy forms part of these Terms. Nothing in it limits any refund or cancellation right you have under mandatory consumer law where you live. See section 26.

11. Top ups

Some eSIMs can be topped up with more data. Where a top up is offered, the app shows it on that eSIM. Top up availability is set by the underlying carrier, can be withdrawn at any time, and is never guaranteed, so do not buy a plan on the assumption that you will be able to extend it later.

A top up applies only to the eSIM you bought it for. It cannot be moved to another eSIM or another account, and it is subject to the same refund rules as any other purchase.

12. Refer a friend and account credit

You can invite people to Inovo eSIM with your personal invite code or link. Someone you invite gets a discount on their first order, and you earn account credit once they start using the eSIM they bought. The amounts, the minimum order and the monthly limit are shown in the app and apply as they stand when your friend pays.

• The discount applies to a first paid order only, on an order at or above the minimum shown in the app, and never brings the price below US$0.50.
• Each person can use one invite code, once. You cannot use your own code.
• You earn the reward when the eSIM from your friend's first order first connects to a network. Nothing is earned if that order is refunded or the eSIM is never used.
• Rewards are limited per person each calendar month (UTC) to the number shown in the app. Referrals above the limit are not rewarded.

Account credit is a promotional balance, not money. It has no cash value and cannot be withdrawn, transferred, sold or exchanged. It is taken off later eSIM and top up purchases in the app automatically, down to the minimum charge, and it expires 12 months after it is added unless the app shows a different period. If an order paid partly with credit is refunded, the credit used comes back to your account as new credit.

Referrals must be genuine. Referring yourself through another account, device or payment card you control, and collecting referrals through spam, misleading claims, coupon or cashback sites, or paid search ads on our brand, are not allowed. We use device and payment card information to detect this. We may refuse, cancel or take back rewards and credit obtained in breach of this section, and section 16 applies to accounts that abuse the program.

We may change or end the program at any time, including the amounts. A change never affects a reward already credited, and ending the program does not cancel credit already in your account before it expires.

13. Coverage and service quality

Coverage maps, listed carriers and network types are supplied to us by our providers and are indicative, not a guarantee. Real world performance depends on the carrier network, local capacity, your physical location, buildings and terrain, your device and its settings, and how busy the network is.

We do not warrant that service will be uninterrupted, error free, or of any particular speed. Specifically, we do not guarantee any of the following.

• That a specific carrier will be available to you, since networks are selected automatically and can change during your trip.
• Any minimum or average speed, latency or throughput.
• That coverage will exist in every part of a covered country, particularly in rural, remote, maritime, underground or mountainous areas.
• That services which detect or restrict foreign IP addresses, including some banking, streaming and government services, will work while you are roaming on our plans.
• That the plan will work on a network that has been switched off, such as a 3G network shut down after we published the plan description.

Networks also go down. Where a carrier outage, a supplier failure or a government action prevents service, we will help where we reasonably can, but an outage on a third party network is not a failure of delivery by us and is subject to section 28.

14. Emergency services

15. Acceptable use

Your plan is for personal use on a single device while travelling. You may not resell it, run it through a SIM box or gateway, use it for bulk routing, or use it for anything unlawful.

The Acceptable Use Policy lists prohibited conduct in full and forms part of these Terms. Read the Acceptable Use Policy.

16. Suspension and termination

We may suspend or terminate your account, cancel an eSIM, or refuse an order if any of the following applies.

• You breach these Terms, the Acceptable Use Policy or the Fair Use Policy.
• We reasonably suspect fraud, payment fraud, stolen card use or money laundering.
• You initiate a chargeback instead of contacting us first, as described in the Refund Policy.
• A carrier, supplier, regulator or law requires it.
• Keeping your account open would expose us or a supplier to legal or financial risk.

Where the circumstances allow it, we will tell you why and give you a chance to respond. Where a suspension turns out to be our mistake, we will reinstate you and refund anything that was lost as a result. Where a plan is cancelled because of your breach, no refund is due.

You can close your account at any time from Settings in the app. Closing your account does not refund unused plans and does not end obligations that survive termination, including sections 19 through 23.

17. Notifications and messages

We send service messages about things you asked us to do: an eSIM is ready, a plan is running low or has run out, a plan is about to expire, an order was refunded. These are part of the service and are not marketing.

You can turn push notifications off in the app or in your device settings, and you can turn off marketing messages separately at any time. Turning off service notifications means you may miss a warning that your data is about to run out.

18. Intellectual property

The Inovo eSIM name, logo, app, website, design and content belong to Innovage.io LLC or our licensors and are protected by copyright, trademark and other laws. We grant you a personal, revocable, non exclusive, non transferable licence to use the app to buy and manage your own plans. Everything not expressly granted is reserved.

You may not copy, modify, reverse engineer, decompile, scrape, or create derivative works from the app or website, or remove any proprietary notice, except to the extent that restriction is unenforceable under the law that applies to you.

If you send us feedback or suggestions, we may use them freely and without obligation or payment to you.

19. Third party services and app stores

Inovo eSIM depends on third parties including eSIM suppliers, mobile network operators, Stripe for payments, Google and Apple for sign in, and the Apple App Store and Google Play for distribution. Your use of those services is also governed by their own terms.

Where you obtained the app from the Apple App Store, you acknowledge that this agreement is between you and us and not with Apple, that Apple has no obligation to provide support for the app, and that Apple is a third party beneficiary of these Terms and may enforce them against you. Any claim relating to the app being defective is a matter for us, and Apple's maximum responsibility is to refund the app purchase price, which for Inovo eSIM is zero because the app is free.

20. Disclaimer of warranties

To the fullest extent permitted by law, Inovo eSIM and everything in it is provided "as is" and "as available", without warranty of any kind. We expressly disclaim all implied warranties, including merchantability, fitness for a particular purpose, title, non infringement, and any warranty arising from a course of dealing or trade usage.

We do not warrant that the service will meet your requirements, be available without interruption, be secure, be free of errors, or that any defect will be corrected. No advice or information you get from us, whether spoken or written, creates any warranty not expressly stated here.

Some jurisdictions do not allow the exclusion of implied warranties, so parts of this section may not apply to you. See section 26.

21. Limitation of liability

To the fullest extent permitted by law, neither Innovage.io LLC nor its officers, members, employees, agents or suppliers is liable for any indirect, incidental, special, consequential, exemplary or punitive damages, or for any loss of profits, revenue, data, goodwill, business opportunity, or for the cost of substitute services.

This applies in particular, and without limiting the general rule, to missed flights, missed connections, missed bookings, missed appointments, lost work, lost bookings, failed two factor authentication, inability to reach a person or a service, inability to use a ride hailing, mapping or translation app, and any other consequence of not having working mobile data at a moment when you needed it. Travel data can fail for many reasons outside our control, and you should not depend on it for anything critical without a backup.

These limits apply regardless of the legal theory, whether contract, warranty, tort, negligence, strict liability or anything else, and even if we were told a particular loss was possible and even if a limited remedy fails of its essential purpose. Nothing here excludes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be excluded.

22. Indemnification

You agree to defend, indemnify and hold harmless Innovage.io LLC, its officers, members, employees, agents and suppliers from any claim, demand, loss, liability, damage, fine or expense, including reasonable legal fees, arising out of your use of Inovo eSIM, your breach of these Terms or of the Acceptable Use Policy, your violation of any law or of anyone else's rights, or any content or traffic you transmit over a plan you bought from us.

We may take over the defence of any matter subject to this section at your expense, and you will not settle anything that imposes an obligation on us without our written consent.

23. Disputes, arbitration and class action waiver

Talk to us first. Most problems are a support ticket, not a lawsuit. Before starting any formal proceeding, send a written notice of dispute to esim@innovage.io describing the problem and the resolution you want. We will do the same for any claim we have against you. Both sides agree to try in good faith to resolve it for 30 days after that notice. This step is a precondition to arbitration.

If that does not resolve it, you and we agree that any dispute arising out of or relating to these Terms or to Inovo eSIM, including its formation, interpretation, breach or termination, will be settled by binding arbitration administered by the American Arbitration Association under its Consumer Arbitration Rules, rather than in court. The Federal Arbitration Act governs this section.

Where and how

Arbitration takes place in Wyoming, or by telephone or video, or by written submissions only, at your election. A single arbitrator decides. The arbitrator can award the same individual relief a court could, and the award may be entered as a judgment in any court with jurisdiction.

Who pays

AAA Consumer Rules govern fees. For claims under 10,000 US dollars we will pay the arbitration filing, administration and arbitrator fees unless the arbitrator finds your claim frivolous, and we will not seek our legal fees from you.

Small claims stays open

Either of us may bring an individual claim in small claims court instead of arbitration, as long as it stays in that court and stays individual.

Injunctions and IP

Either of us may ask a court for temporary injunctive relief to protect intellectual property or to stop unauthorised access, without waiving anything in this section.

Class action waiver. You and we agree that each may bring claims only in an individual capacity, and not as a plaintiff or class member in any purported class, collective, consolidated, coordinated, private attorney general or representative proceeding. The arbitrator may not consolidate more than one person's claims and may not preside over any form of representative proceeding. If this class action waiver is found unenforceable as to a particular claim or request for relief, that claim or request is severed and must proceed in court, while everything else stays in arbitration.

Jury trial waiver. If for any reason a dispute proceeds in court rather than in arbitration, you and we each knowingly and irrevocably waive any right to a trial by jury.

How to opt out. You may opt out of this arbitration and class waiver section by emailing esim@innovage.io within 30 days of first accepting these Terms, with your name, the email on your account, and a clear statement that you are opting out of arbitration. Opting out costs you nothing, changes nothing else in this agreement, and we will not treat you differently for it. If you opt out, section 24 governs where disputes are heard.

Time limit. Any claim relating to Inovo eSIM must be filed within 1 year after it arises, or it is permanently barred, unless the law that applies to you does not allow a shortened limitation period.

If we materially change this section in future, the change does not apply to a dispute we already had notice of, and you may reject the change by emailing us within 30 days of the change.

24. Governing law and venue

These Terms and any dispute arising from them are governed by the laws of the State of Wyoming, United States, without regard to its conflict of laws rules. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

For any dispute not subject to arbitration, you and we submit to the exclusive jurisdiction of the state and federal courts located in Wyoming, and waive any objection to that venue as inconvenient.

If you are a consumer resident in the European Union, the United Kingdom or another jurisdiction whose law gives you the right to bring proceedings in your local courts and to the protection of your local mandatory consumer law, this section does not take that right away. See section 26.

25. Changes to these Terms

We may update these Terms as the service, the law or our suppliers change. The version stamp and effective date at the top of this page always show the current version.

For material changes we will give notice in the app or by email at least 14 days before they take effect, unless a change must take effect sooner to comply with the law. Continuing to use Inovo eSIM after the effective date means you accept the new version. If you do not accept it, stop using Inovo eSIM and close your account. Changes never apply retroactively to a dispute that already exists.

26. Mandatory consumer rights

Nothing in these Terms takes away a right you have under consumer protection law that cannot be waived by contract. Where a provision of these Terms conflicts with such a law, that law wins for you, and only that provision is affected.

European Union and United Kingdom

You keep your statutory rights, including your right to bring proceedings in your country of residence. Digital content supplied immediately with your express consent may lose the 14 day withdrawal right, and by asking us to deliver your eSIM immediately you consent to immediate performance and acknowledge that you lose the right of withdrawal once the eSIM is delivered. The EU Online Dispute Resolution platform is available to EU consumers.

Australia

Our services come with guarantees that cannot be excluded under the Australian Consumer Law, including a right to a remedy for a major failure. The limits in sections 20 and 21 apply only so far as that law permits.

California

You may report a complaint to the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs in writing or by telephone.

27. Sanctions, export control and local law

You must comply with all applicable export control and sanctions laws, including those of the United States. You confirm you are not located in a comprehensively sanctioned territory, are not on a restricted party list, and will not use Inovo eSIM in a way that would cause us to breach those laws.

Some countries restrict or prohibit the use of foreign eSIMs, roaming services, encryption or VPNs. It is your responsibility to know and follow the law of the country you are in. We may decline to sell a plan for a destination where doing so would require a licence we do not hold, and we may block purchases from or for particular territories.

28. Events outside our control

We are not liable for any failure or delay caused by something beyond our reasonable control, including carrier or supplier outages, network shutdowns, natural disasters, war, civil unrest, epidemics, strikes, cyber attacks, government action, censorship, sanctions, or the failure of the public internet.

29. General

Entire agreement

These Terms, together with the Privacy Policy, Refund Policy, Acceptable Use Policy, Fair Use Policy and Cookie Notice, are the entire agreement between you and us, and replace anything said or written before.

Severability

If any provision is held unenforceable, it is limited or removed to the minimum extent needed and the rest stays in force.

No waiver

If we do not enforce a provision, that is not a waiver of our right to enforce it later.

Assignment

You may not assign these Terms without our written consent. We may assign them to an affiliate or in connection with a merger, acquisition or sale of assets.

No third party rights

Except for Apple as described in section 19 and for the indemnified parties in section 22, no one other than you and us has any right to enforce these Terms.

Language

These Terms are written in English. Any translation is provided for convenience only, and the English version governs.

30. How to reach us

For anything at all, start with esim@innovage.io. We aim to reply within 24 hours. For legal notices, including notices of dispute under section 23, use esim@innovage.io.

Innovage.io LLC, registered in Wyoming, United States.