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Wavee Global Terms and Conditions

These parties to this agreement are the CLIENT, as identified in the International Prepaid eSIM Service Subscription Term, and the intermediary technology platform S H C Padilha Consultoria em Tecnologia da Informação LTDA, enrolled with the Brazilian National Registry of Legal Entities (CNPJ/MF) under No. 47.476.357/0001-04, headquartered at Rua Ayrton Greiffo, 429, Curitiba, Paraná, Brazil, hereinafter referred to simply as “WAVEE” or “CONTRACTOR”.
 

Object and Definitions

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1.1 The purpose of this instrument is the provision of the International Prepaid Mobile Internet Service (hereinafter “Internet”) to the CLIENT.

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1.2 For the proper understanding and interpretation of this instrument, the following definitions apply, in addition to those contained in the documents mentioned above:

  • eSIM: the virtual version of a physical SIM card, allowing the use of mobile services worldwide without the need for a physical chip;

  • Kilobyte: a multiple of the byte. One (1) kilobyte equals 1,024 bytes;

  • Megabyte: a multiple of the byte. Equivalent to 1,048,576 bytes or 1,024 KB;

  • Gigabyte: a multiple of the byte equivalent to 1,024 megabytes (symbol: GB);

  • Smartphone: a device with an advanced operating system, processor, and greater internal memory capacity, offering Internet access and the ability to send and receive emails directly from the device.

2. Service Characteristics

The service contracted herein provides Internet access in several countries worldwide through wireless connection using eSIM technology, on mobile phones and tablets compatible with such technology.

Use of the service is restricted to devices compatible with eSIM technology and unlocked for use with multiple carriers.

Data transmission speeds vary according to the technology used and the coverage area where the service is accessed:

  • GSM/EDGE coverage area: reference download speed of up to 120 Kbps (one hundred and twenty kilobits per second) and upload speed of up to 12 Kbps (twelve kilobits per second);

  • HSPA (3G) coverage area: reference download speed of up to 500 Kbps (five hundred kilobits per second) and upload speed of up to 50 Kbps (fifty kilobits per second);

  • LTE (4G/5G) coverage area: reference download speed of up to 5 Mbps (five megabits per second) and upload speed of up to 500 Kbps (five hundred kilobits per second).

2.4 Speed Reduction – Data transmission speed may decrease depending on factors such as: topographical and terrain conditions; the CLIENT’s speed of movement and distance from the Base Transceiver Station (BTS); the number of CLIENTS simultaneously using the same BTS coverage; signal availability and strength at the location of use; weather and/or climate conditions; technical mobile coverage limitations; indoor environments such as apartments, shopping centers, and office buildings; signal interference between the BTS and the CLIENT’s mobile station; and local coverage conditions.

 

2.5 Internet service provision under a specific technology is subject to the use of compatible equipment and coverage availability. To browse at 5G speed, the CLIENT must have a compatible device, eSIM, and plan/package, and be within 4G coverage.

 

3. Forms of Use, Prices, and Billing Conditions

 

3.1 The CLIENT, using a mobile phone or compatible device as described in Clause 2, may choose one of the available packages, which include a defined amount of time or Gigabytes (GB) for service usage.

 

3.2 Service usage will be measured by the number of Gigabytes (GB) consumed during the applicable cycle, which varies depending on the data package contracted by the CLIENT, whether daily, weekly, or monthly.

 

3.3 Unlimited packages are valid for periods of 7, 10, 20, or 30 days. In this package type, the maximum connection speed is limited to 1GB of data every 24 hours. After consuming 1GB at maximum speed, the speed is reduced, but the connection is not interrupted until a new 24-hour cycle begins.

 

3.4 Data consumption and/or day-based package usage may be monitored through the Wavee website or application.

 

3.5 Available packages and their respective rates are listed at www.wavee.global.

 

4. Prohibited Practices

 

4.1 The CLIENT is prohibited from engaging in acts contrary to the law, morality, good customs, and reasonable and generally accepted Internet practices, including but not limited to:

  • Invading the privacy of or harming other Internet users and/or third parties;

  • Unauthorized attempts, access, or control of databases or information systems belonging to the CONTRACTOR and/or third parties;

  • Accessing, altering, copying files, or attempting to obtain passwords or data from third parties without prior express authorization;

  • Sending mass email messages (spam) offering products or services without recipient consent;

  • Sending large volumes of messages to a single recipient (bombing);

  • Dissemination of viruses, malicious code, trojans, pushing, or any material harmful to the Internet environment or systems, software, and/or hardware of the CONTRACTOR and/or third parties;

  • Publishing or transmitting racist, pornographic, pedophilic, or otherwise illegal content;

  • Violating third-party copyrights or any intellectual property rights.

5. Security

 

5.1 The CLIENT is responsible for maintaining updated security software (access control, firewall, and antivirus), as their device may be connected to the Internet and exposed to malicious users and software.

 

5.2 The CLIENT acknowledges full and sole responsibility for the use and safeguarding of their access credentials and is directly liable for any misuse of the contracted services.

 

6. Liability

6.1 The parties expressly agree that contracting this service does not imply any liability (joint or otherwise) regarding services provided to the CLIENT by third parties, including but not limited to:

  • Limitations of liability related to service use and equipment;

  • Loss of profits;

  • Indemnities, fines, lawsuits, etc.

6.2 The CONTRACTOR shall not be liable for any damage or loss caused by failure or delay in information transmission or service performance deficiencies. Due to its mobile nature, the Internet service is inherently more subject to instability than fixed broadband access.

 

6.3 The CONTRACTOR is not responsible for data loss, virus contamination, or unauthorized access while the device is connected to the Internet. The CLIENT is solely responsible for the effects of actions and/or transactions carried out while using the Internet service.

 

6.4 The CONTRACTOR is not responsible for any content and/or information accessed by the CLIENT through the contracted services, including its legality, accuracy, usefulness, or quality.

 

7. Modification or Termination of the Service and/or Packages

7.1 The Internet service may be modified or discontinued at any time without prior notice to CLIENTS.

7.2 Suspension of Service Provision Partial suspension of the Internet service may occur once the validity period of the contracted credits or gigabytes has expired, blocking outgoing voice or data usage and chargeable additional services.

The Internet service may be restored upon the purchase of new credits or a new data package.

 

8. Commencement, Duration, and Termination

8.1 The service agreement between the CONTRACTOR and the CLIENT begins upon completion of an order on the Wavee website (https://www.wavee.global, including associated subdomains), through the Wavee app, APIs, Partner Platform, or any other Wavee product that allows the CLIENT to place an order.

8.2 The agreement shall be terminated if the CLIENT does not have an active data package or deletes the eSIM from their device.

 

9. Refund, Cancellation, and Replacement Policy

The CLIENT has the right to request a refund or eSIM replacement if the eSIM cannot be installed and used due to a technical issue attributable to the CONTRACTOR.

9.1 Refunds and Cancellations

A refund request may be submitted within thirty (30) days from the purchase date when activation is no longer possible after extensive collaborative troubleshooting.

Client cooperation in resolving the issue promptly is required for a refund to be granted.

Each data package has its own validity period. No refunds will be issued for remaining data after the expiration of the validity period.

Compensation: No refunds or compensation will be issued for alternative phone charges, alternative SIM cards, alternative providers, hotel phone charges, or any charges not directly linked to the CLIENT’s Wavee eSIM account.

Fraudulent purchases: The CONTRACTOR reserves the right to refuse refunds in cases of abuse, violation of these Terms and Conditions, or fraudulent activity.

Unauthorized purchases: Such cases will be subject to investigation and approval before processing any refund. The CONTRACTOR reserves the right to suspend accounts associated with fraudulent activity.

Accidental purchases: Once the eSIM has been installed, it is considered used and non-refundable.

Other reasons: Requests outside the above conditions will be reviewed on a case-by-case basis. If approved, a processing fee may apply. The maximum refund amount shall not exceed the total amount paid by the CLIENT.

 

9.2 Refund Process

To request a refund, contact Wavee support via the website chat or email falecom@wavee.global. The above refund policy shall apply.

Depending on the nature of the issue, the CLIENT may be required to provide additional information to support the request, such as screenshots of device settings or billing details.

Approved refunds will be returned to the original payment method. Once issued, refunds may take up to ninety (90) business days to appear on the statement, depending on the bank.

 

10. Jurisdiction

10.1 The parties elect the courts of the City of São Paulo, Brazil, expressly waiving any other jurisdiction, however privileged, to resolve any disputes not settled administratively.

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