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. 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 will suspend or terminate service where the customer uses the service for illegal, fraudulent, abusive, or network-harming activity. Twise will provide notice where reasonably practicable.

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 begins when an order is completed on the Twise website https://twise.tech/. The customer is responsible for following the applicable installation and activation instructions.

Each eSIM or data plan remains valid for the period and conditions stated for that product. Expiration, consumption, or deletion of an eSIM does not affect any rights or obligations that arose before the service ended, including applicable refund, payment, or dispute obligations.

The service contract between Twise and the customer begins when an order is completed on the Twise website and continues for the validity period of the purchased eSIM or data plan. The service ends when the plan expires, is fully consumed, or the eSIM is deleted from the customer’s device.

After the service ends, Twise has no ongoing responsibility for the customer’s device, device settings, connectivity, or any later use or attempted use of the eSIM. Ending the service does not affect any payment, refund, or dispute rights that arose before the service ended.

4. Payment and order processing

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 and Third-Party Costs:

Payment-processing, currency-conversion, supplier and other third-party fees may not be returned to Twise when an order is cancelled or refunded.

For eligible customer-requested cancellations, Twise may deduct actual and non-recoverable third-party costs from the refund, where permitted by law. Twise will not charge an additional cancellation penalty.

These deductions will not apply where the approved refund results from a verified technical or service failure attributable to Twise, its supplier, or the underlying network service.

4.2.3. Manual Review and Verification:

Twise may temporarily delay an order where manual review, fraud assessment, payment verification, identity verification, device verification, or compliance checks are reasonably required.

Twise may request information necessary to verify the order, payment, customer, device, EID, IMEI, or other relevant details.

If an order cannot be satisfactorily verified, or presents a reasonable fraud, payment, security, sanctions, regulatory, or compliance risk, Twise may refuse, cancel, or refund the order.

Any refund will be handled in accordance with Section 6. Twise does not charge a separate fee solely because an order requires manual review.

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. eSIM Delivery

After payment is confirmed, Twise will send the eSIM QR code and installation instructions to the email address used for the order.

Most eSIMs are delivered shortly after purchase. Some local plans may require additional activation or provisioning time, as stated on the relevant product page.

If your eSIM is not delivered or activated within the stated timeframe, please contact Twise support.

6. Refund / Cancellation / Modification Policy

Refund eligibility depends on whether the eSIM has been installed, activated or used, the reason for the request, applicable product conditions, and whether Twise has been given a reasonable opportunity to investigate any reported technical issue.

Nothing in this Section limits any consumer right or remedy that cannot lawfully be excluded.

6.1. REFUNDS AND CANCELLATION

6.1.1. POLICIES AND GUIDELINES

6.1.1.1. Unused and Unactivated eSIMs

A customer may request a refund within thirty (30) days of purchase where the eSIM or data plan:

• has not been installed, activated, used, expired, or otherwise consumed; and
• remains eligible for cancellation or refund.

This may include situations where travel plans change, the eSIM is no longer required, or the wrong plan was purchased.

For cancellations unrelated to a fault in the Twise service, Twise will deduct actual and non-recoverable payment-processing, currency-conversion, supplier, carrier, or cancellation costs.

Some eSIMs have shorter activation, validity, or cancellation periods. Where a product has become non-cancellable or non-refundable by the relevant supplier, Twise will not be able to provide a voluntary or change-of-mind refund.

Where an approved refund results from a verified technical or service failure attributable to Twise, its supplier, or the underlying network service, these costs will not be deducted.

6.1.1.2. Installed or Activated eSIMs

Once an eSIM has been installed, activated, or used, cancellations requested by the customer for reasons unrelated to a service failure are generally not eligible for a refund.

Where a significant technical or network issue prevents normal use and is attributable to Twise, its supplier, or the underlying network service, Twise will provide a full or partial refund if the issue cannot be resolved through reasonable troubleshooting.

If the service has already been substantially used or the issue affects only part of the service, any approved refund will be calculated based on the unused portion of the service and the extent of the issue.

6.1.1.3. Troubleshooting Requirement

Customers experiencing an installation, activation, connectivity, calling, SMS or data-service issue must contact Twise as soon as reasonably possible while the eSIM is still installed and the issue can be investigated.

Twise must be given a reasonable opportunity to troubleshoot the service before a refund is determined.

Customers may be asked to provide relevant information including screenshots, device settings, EID, IMEI, ICCID, APN settings, network-selection information or other technical details reasonably required to diagnose the issue.

Failure to cooperate with reasonable troubleshooting may result in a refund being reduced or denied where Twise is unable to determine the cause of the problem.

6.1.1.4. Deleted or Removed eSIMs

Customers should not delete or remove an eSIM while experiencing a service issue unless instructed to do so by Twise support.

Where an eSIM is deleted before troubleshooting is completed and the deletion prevents Twise or its supplier from diagnosing, restoring or replacing the service, refund eligibility may be reduced or denied.

6.1.1.5. Device Compatibility and Customer Configuration

Customers are responsible for ensuring that their device is eSIM-compatible, network-unlocked, and capable of using the purchased service.

An unused and unactivated eSIM purchased for an incompatible or locked device may qualify for a refund under Section 6.1.1.1.

Once an eSIM has been installed, activated, or used, refunds will not be provided for issues caused by device incompatibility, carrier locking, incorrect device settings, or customer-side configuration errors.

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 or Incorrect Purchases

If an eSIM has not been installed, activated or used, accidental or incorrect purchases may qualify for a refund under Section 6.1.1.1.

Once an eSIM has been installed, activated, or used, accidental purchases or purchases of an incorrect eSIM or data plan are not eligible for a refund.

6.1.1.9. Incorrect Charges and Duplicate Charges

If a customer believes that they have been incorrectly charged or charged more than once for the same order, they should contact Twise promptly with the relevant payment and order details.

Confirmed duplicate or incorrect charges will be refunded to the original payment method.

6.1.1.10. Expired Plans and Unused Data

Each data package has its own validity period. Unused data or other service allowances remaining after the validity period expires are not refundable merely because they were not consumed.

6.1.1.11. Third-Party Costs

Twise does not reimburse costs incurred through alternative SIM cards, roaming services, hotel phones, replacement connectivity, loss of business, transportation, or other third-party services unless required by applicable law.

6.1.1.12. Other Refund Requests

Requests that do not fall clearly within the conditions above may be reviewed by Twise on a case-by-case basis.

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.

6.1.2.6. Where an order was paid partly using Twisecoin and partly using another payment method, any approved refund may be returned proportionally to the original payment methods unless otherwise agreed by Twise.

6.1.3. REFUND PROCESS

Customers requesting a refund should contact Twise through the Contact Us page or the published Twise support email and provide the relevant order information.

For technical or service-related refund requests, customers should contact Twise as soon as reasonably possible while the eSIM remains installed and the issue is still capable of being investigated.

Depending on the circumstances, Twise may request:

• order number and purchase email;
• ICCID, EID or IMEI;
• screenshots of device and mobile-network settings;
• APN and network-selection information;
• screenshots or recordings showing the reported error;
• information regarding installation, activation and usage; and
• any other information reasonably necessary to confirm refund eligibility.

Twise will review the request together with available activation, usage, supplier and network records.

Where a technical problem can reasonably be resolved, Twise may first offer troubleshooting, reconfiguration, replacement or another equivalent solution.

Where a refund is approved, it may be issued:

• to the original payment method; or
• as Twisecoin, where the customer agrees or where the original purchase was made using Twisecoin.

Where applicable under Section 6.1.1.1, a refund returned to the original payment method may be reduced by actual and non-recoverable third-party costs associated with the original transaction or cancellation. These may include payment-processing fees, currency-conversion charges, and supplier or carrier cancellation fees, where permitted by applicable law.

Any such deduction will be limited to the actual non-recoverable costs incurred by Twise in connection with the affected order. Twise will not impose an additional cancellation penalty beyond those costs.

No such deduction will apply where the approved refund results from a verified technical or service failure attributable to Twise, its supplier, or the underlying network service.

Refunds to the original payment method may require approximately 5–15 business days to appear, depending on the payment provider and issuing bank.

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].