1. Service overview
- 1.1Wavee offers eSIMs and digital connectivity solutions for domestic and international travel.
- 1.2We sell eSIM plans that connect to local mobile carriers at your destination.
- 1.3Destination availability, data allowances, speeds, and features may vary depending on the plan and local network.
2. Acceptance of these terms
- 2.1You accept these Terms at checkout, before you pay. Your purchase is governed by the version published on the date of your order.
- 2.2If you do not agree with these Terms, do not complete the purchase.
- 2.3When we change these Terms, the new version applies only to purchases made after the change. An eSIM you have already bought keeps the version you accepted when you bought it.
3. Scope of services
- 3.1Our services include discovering, purchasing, activating, and managing eSIM plans, as well as support channels made available by Wavee.
- 3.2Plans depend on device compatibility, local coverage, correct configuration, and activation within the indicated timeframe.
- 3.3Features such as voice, SMS, top-up, tethering, and use across multiple countries vary according to the purchased plan.
- 3.4The information shown on the product page and at checkout prevails for each specific offer.
- 3.5On unlimited plans, data is never cut off, but speed may be reduced after the high-speed allowance shown on the plan page.
- 3.6Unused data does not carry over to another plan and expires when the plan's validity period ends.
4. Partners and third parties
- 4.1Service delivery depends on mobile carriers, payment processors, and other specialized partners.
- 4.2For purchases made through partners, employers, resellers, or affiliates, additional access, billing, and support rules may apply.
- 4.3Wavee is not responsible for obligations assumed directly between you and third parties outside the platform.
5. Pricing, payments, and refunds
- 5.1Prices, currencies, applicable taxes, and promotional terms are shown at the time of purchase and may change for new transactions.
- 5.2Payment must be approved before the order, eSIM, and any activation instructions are released.
- 5.3Cancellations and refunds follow the Refund Policy. Where the law of the country you live in gives you more rights, the section "Rules for consumers in each region" applies.
- 5.4When we approve a refund, we issue it right away to the same payment method. How long it takes for the amount to show on your statement or account depends on your bank or card issuer. The time limits in the section "Rules for consumers in each region" are the maximum time we take to issue the refund.
- 5.5We may cancel an order that shows signs of fraud or misuse of the payment method. In that case, we refund the amount paid to the same payment method.
6. Rules for consumers in each region
All regions: within 30 days of purchase, we refund everything if the eSIM has not been activated yet (for example, because your trip was called off). The eSIM is activated when it first connects to a network at the plan's destination. We also refund you if your device is incompatible or locked. If the eSIM connects but you cannot get online, our support team first helps you fix it, for example by turning on data roaming on your device, and may ask for screenshots of your settings; if we do not solve it within 10 days of your request, we refund everything if it never worked, or the unused part if it worked for part of the time. To request a refund, write to us by email or WhatsApp with your order number.
| Where you live | What applies |
|---|---|
| Brazil | you can withdraw from the purchase within 7 days, through the same channel you bought from or through our email or WhatsApp (Brazilian Consumer Protection Code, art. 49). If the eSIM was not activated, we refund the full amount. Once it is activated, our refund policy applies. |
| European Union, Norway, and United Kingdom | you can withdraw within 14 days of purchase without giving a reason. The right of withdrawal ends when the eSIM is activated; after that, our refund policy applies, including when the eSIM does not connect. |
| South Korea | if the eSIM has not been activated yet, you can withdraw within 7 days of receiving it, with a full refund. If the service is different from what was advertised, for example if it does not connect, you can withdraw within 3 months of receiving it or within 30 days of noticing. We issue the refund within 3 business days. |
| Thailand | you can withdraw within 7 days of receiving the eSIM, as long as it is not activated, by telling us in writing (email counts). We refund the full amount to the same payment method. |
| Japan | the law provides no right of withdrawal for digital products; our refund policy applies. |
| Taiwan | you can withdraw within 7 days of receiving the eSIM, as long as it is not activated. We respond to complaints within 15 days. |
| Israel | you can cancel within 14 days of purchase. If the eSIM was not used, we refund the amount; if it was already activated, we refund the unused part; if it did not connect, we refund everything. |
| Turkey | you can withdraw within 14 days of purchase without giving a reason. When the eSIM is activated within that period, the service has started and the right of withdrawal ends. An eSIM that does not connect is refunded. |
| Arabic-speaking countries | you can withdraw within 14 days of purchase. If the eSIM was not activated, we refund everything within 7 days; if it did not connect, we refund everything. |
| South Africa | you can withdraw within 7 days, as long as the eSIM is not activated, with a refund within 30 days. If the service fails, you are entitled to a proportional refund. |
| Hong Kong, the Philippines, and all other regions | our refund policy applies, together with the guarantee under local law when the eSIM does not work. |
7. User responsibilities
- 7.1You are responsible for checking device compatibility and correctly following installation and activation instructions.
- 7.2You may not use the platform in a fraudulent, abusive, or unlawful way, or to infringe third-party rights.
- 7.3You must keep your registration and contact details up to date to receive instructions, notices, and support.
- 7.4Incorrect device configuration, restrictions from your original carrier, or use outside the plan scope may limit service performance.
- 7.5You may not resell the eSIM or offer it to others as a paid service without Wavee's authorization.
- 7.6Minors may not buy; they may use an eSIM bought by a parent or guardian.
- 7.7Deleting the eSIM from your device may prevent it from being installed again. If this happens after activation, it is not a service failure. Before deleting it, contact us.
8. Privacy and data
Personal data collected during browsing, purchase, activation, and support is handled in accordance with our Privacy Policy, which also explains how we use cookies. You can change your cookie choices at any time through Manage cookies in the footer.
9. Intellectual property
All content on Wavee's platform, including text, layout, software, visual identity, graphic materials, and operational resources, is protected by intellectual property rights and may not be copied, exploited, or reused without authorization.
10. Availability and limitations
We work to keep the platform available and the services running as smoothly as possible, but we do not guarantee uninterrupted operation, full coverage in every destination, or identical performance across all networks. We are not liable for indirect losses caused by a lack of connection, such as a missed flight, booking, or business deal; in those cases, our liability is limited to the amount paid for the eSIM, to the extent permitted by the law of your country. We are also not liable for failures caused by events beyond our control, such as disasters, government orders, or power failures. This does not limit your right to a refund when the eSIM does not work.
11. Updates to these terms
We may revise these Terms to reflect operational, technical, or legal changes. Relevant changes are announced on the website before they take effect and do not apply to purchases already made.
12. Who sells to you
The seller depends on the payment method: purchases by card, Apple Pay, or Google Pay are sold by Wavee Global eSIM, LLC (Delaware, United States); purchases with Pix or PayPal, by S H C Padilha Consultoria em Tecnologia da Informação Ltda (Brazil). The name of the company that charged you appears on the order receipt.
13. Complaints
Send your complaint to our email or WhatsApp, with your order number. We reply in writing within 14 days. If the law in your region sets a shorter deadline, that deadline applies.
14. Governing law
These Terms do not take away the protection of the law of the country where you live. You can complain to the consumer protection authority in your country and take legal action in the courts where you live.
15. Contact
If you have questions about these Terms and Conditions, an order, or the use of your eSIM, please contact our team.
These Terms, the Refund Policy, and the rules for your region make up the contract for your purchase. If any point gives you less than the law of the country where you live, the law prevails.