Terms & Conditions

1. Validity of General Terms and Conditions 

The following terms and conditions shall apply to all services rendered by Twise Technology LLC., hereafter referred to as Twise, in connection with the prepaid eSIM reselling.

The following terms and conditions are provided on the website www.twise.tech. Twise may accept variant clauses only in the case of an explicit written agreement.

2. Description of Services 

2.1. eSIM RESELLING

Twise resells prepaid eSIMs. The customer registers and buys its eSIMs on www.twise.tech website and/or Twise App. Our payments are operated by PAYPAL (https://paypal.com) and Stripe (https://stripe.com) with an alias of your credit card (virtual Credit Card Imprint).

2.2. REGISTRATION FOR USING TWISE SERVICES

The customer must accept the general terms and conditions to use Twise services. The client gives directly, or by the intermediary of the service provider (Hotel, Travel Agency…), on the web browser under www.twise.tech the following information: First Name – Last Name – Address (billing address) – Email address

2.3. TWISE ENGAGEMENTS

Twise uses efforts to deliver high-quality services. However, in certain circumstances beyond Twise’s reasonable control, services may be interrupted, delayed, or experience errors.

2.4. CUSTOMER ENGAGEMENTS

In using the Equipment or Services provided by TWISE, 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 is in breach of its obligations under this Sec. 2.4, TWISE may suspend the Customer’s use of the Service. TWISE will notify the Customer as soon as reasonably practicable of the suspension. 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

It is the customer’s responsibility to ensure that the device is eSIM compatible and network-unlocked. By checking “I have an eSIM compatible and network-unlocked device” for proceeding with the purchase, the customer is held responsible for this information. As 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. The eSIM compatibility list is not exhaustive, meaning that there might be newly announced eSIM compatible devices that have not yet been added.

3. Start, Duration, And Termination of The Contract

The service contract between Twise and the customer starts upon completing an order at Twise’s website https://twise.tech/. The Activation of the eSIM and acknowledgment of the Activation Policy is the Customer’s responsibility. The contract will be terminated in case the customer does not have an active data package or has deleted the eSIM from the device.

4. Charges and Payment

4.1. PAYMENT CONDITIONS

Payment for Twise services may be made by Debit Card, Credit Card, PayPal, Google Pay, or Apple Pay. All payments are processed securely via Twise’s payment service providers, PayPal (https://paypal.com) and Stripe (https://stripe.com).

The currency of payment is United States Dollars (USD).

4.2. CHARGES FOR USE

4.2.1. All prices displayed by Twise are inclusive of applicable VAT or taxes, unless otherwise stated.

4.2.2. Payment processing fees charged by third-party payment providers (including Stripe and PayPal) are non-refundable once a transaction has been completed, regardless of order outcome.

4.2.3. Where an order requires manual review, fraud assessment, or device verification, Twise reserves the right to apply a non-refundable handling and verification fee of USD $10 to cover administrative and operational costs.

4.2.4. The customer shall not be entitled to set off any of its claims against claims of Twise, except where the customer’s claims are undisputed or have been confirmed by final court judgment.

5. Delivery

The customer will immediately see the purchased eSIM under the “My eSIMs” tab on the website and/or the 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 Twise account.

6. Refund / Cancellation / Modification Policy

The customer has the right to ask for a refund or a change if the eSIM can not be installed and used due to a technical problem originating from Twise.

6.1. REFUNDS AND CANCELLATION

6.1.1. POLICIES AND GUIDELINES

6.1.1.1. A refund request may be submitted within thirty (30) days from the date of purchase if activation is no longer possible following extensive troubleshooting of a technical issue originating from Twise.

6.1.1.2. If an eSIM is already in use and a service issue arises that originates from Twise and cannot be resolved within a reasonable timeframe, a refund may be issued for the unused portion of the data plan.

6.1.1.3. Customer cooperation is required to diagnose and resolve issues. Failure to provide requested information in a timely manner may result in the refund request being denied or partially approved.

6.1.1.4. Each data package has its own validity period. No refunds will be issued for unused data after the validity period has expired.

6.1.1.5. No refunds or compensation of any kind will be issued for charges incurred from alternative phones, SIM cards, hotel phones, or other services not directly linked to the customer’s Twise eSIM account. (See section 7. LIABILITY AND WARRANTY)

6.1.1.6. Fraudulent or High-Risk Transactions: Twise reserves the right to refuse or limit refunds where there is evidence of abuse, violation of these Terms and Conditions, or suspected fraudulent activity, including but not limited to invalid, blocked, or unverifiable device identifiers (EID or IMEI).

6.1.1.7. Unauthorized purchases: Claims of unauthorized purchases will be subject to investigation prior to any refund decision. Twise reserves the right to suspend accounts associated with suspected fraudulent activity.

6.1.1.8. Accidental purchases: Once an eSIM has been installed or activated, it will be considered used. No refunds will be issued for accidental purchases after installation.

6.1.1.9. Incorrect charges: If the customer reasonably and in good faith disputes an invoice or part of it, the customer must notify Twise within twelve (12) days of receipt of the invoice, providing details of the disputed amount and the reason for the dispute. (See section 4.2 CHARGES FOR USE)

6.1.1.10. Replacements: eSIMs purchased exclusively using Twisecoin earned from vouchers may be replaced only within thirty (30) days from the date of purchase.

6.1.1.11. Other Refund Requests:

Refund requests that fall outside the conditions listed above will be reviewed on a case-by-case basis.
If approved:

• Payment processing fees are non-refundable, and

• A non-refundable handling and verification fee of USD $10 may be retained.

In all cases, the maximum refund amount shall not exceed the total amount originally paid by the customer.

6.1.2. USE OF TWISECOIN

6.1.2.1. Twisecoin is a credit reward system made just for Twise.

6.1.2.2. Customers can use Twisecoin when purchasing eSIMs or as a combined payment with a credit card and Paypal.

6.1.2.3. Any purchases made using Twisecoin will always be credited to the user’s Twise account as Twisecoin.

6.1.2.4. Any existing Twisecoin in your account is not convertible to any other form of credit.

6.1.2.5. Any existing Twisecoin in your account is not transferrable to any other Twise account.

6.1.3. REFUND PROCESS

To request a refund, contact Twise support team via the Contact Us page or send a message to [email protected]. Please be aware that our refund policy above will apply.

Depending on the nature of the issue, customers will be asked for further information to support their refund request such as screenshots of the device settings for technical issues or details of why the invoiced amount is incorrect and, if possible, how much the customer considers is due, etc.

Please refer to section 6.1.1 in this same document for refunds related to technical issues. Customers will have the option to credit back through their original payment method (credit card or Paypal) or as Twisecoin issued to their accounts (See 6.1.2 for Twisecoin purchases).

Once a refund is approved and issued:

• Refunds to the original payment method may take 5–15 business days to appear, depending on the issuing bank.

• Refunds issued as Twisecoin will be credited immediately to the customer’s Twise account.

6.2. MODIFICATION

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

7. Liability and Warranty

Twise provides services on a commercially reasonable basis and in accordance with applicable industry standards. Network availability and performance are subject to normal telecommunications variables, including coverage and device compatibility. To the maximum extent permitted by law, Twise disclaims liability for service limitations resulting from factors beyond its reasonable control.

Twise warrants that it provides 24/7 customer support throughout the duration of the customer’s eSIM usage. Twise will use diligent and commercially reasonable efforts to assist customers with service-related issues that may arise during their trip, including installation guidance, configuration support, and troubleshooting assistance.

For assistance, please contact: [email protected].