Terms & Conditions
By using Kloud eSIM services, you agree to the following terms and conditions. Please read them carefully to understand your rights and obligations.
Your Rights
Protected user rights and data privacy compliance
Fair Usage
Clear guidelines for service usage and limitations
Legal Terms
Comprehensive legal framework and obligations
1VALIDITY OF GENERAL TERMS AND CONDITIONS
The following Terms and Conditions shall apply to all services rendered by MUSAFIR SOLUTIONS LTD, hereafter referred to as Kloud, in connection with prepaid eSIM reselling. The following Terms and Conditions are provided on the website www.kloudesim.com. Kloud may accept variant clauses only in the case of an explicit written agreement. This section defines various categories of individuals and entities who interact with Klouds services, platforms, and applications. Understanding these roles is crucial for interpreting the rights, obligations, and conditions described in these Terms and Conditions (T&C).
The term Customer as used throughout this document will refer to any individual or entity engaging with Klouds services, including End Users, Business Users, and End Customers, as applicable based on the context of the usage. This broad definition ensures that our T&C encompasses all interactions with our services, providing a clear and comprehensive understanding of the rights and responsibilities of all parties involved.
2DESCRIPTION OF SERVICES
2.1. eSIM RESELLING
Kloud resells prepaid eSIM. The Customer registers and buys eSIM on the Kloud website (www.kloudesim.com) and/or Kloud App.
2.2. REGISTRATION FOR USING KLOUD SERVICES
All customers, including End Users, Business Users, End Customers, and Job applicants as defined in Section 1, must accept the General Terms and Conditions to utilize Kloud services. During the registration process, the following information must be provided:
Personal information such as First Name, Last Name, and Email address is required for direct interactions and transactions on the Kloud website or via the Kloud App.
When services are ordered by another Kloud account owner, such as a Business User, the necessary information to facilitate this transaction is handled by the initiating party. Business Users are responsible for ensuring that the personal information of End Customers is collected in compliance with applicable data protection regulations.
In instances where Kloud services are provided through intermediaries (e.g., hotels or travel agencies), the intermediary may provide the required registration information on behalf of the Customer.
To adapt to evolving service requirements and enhance user experience, Kloud reserves the right to collect additional information from all categories of customers as deemed necessary. This collection of additional information will be conducted in a manner that respects privacy and complies with data protection laws, without necessitating further changes to these Terms and Conditions.
2.3. KLOUD ENGAGEMENTS
Kloud shall use reasonable endeavors to provide Customer quality service. However, Kloud does not guarantee that the service will not be interrupted, provided on time, and be safe or fault-free.
2.4. CUSTOMER ENGAGEMENTS
In using the Equipment or Services provided by Kloud, 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 breaches its obligations under Sec. 2.4, Kloud may suspend the Customers use of the Service. 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
The Customer is responsible for ensuring that their device is eSIM compatible and network unlocked. 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. By checking the box that confirms that the Customers device is eSIM compatible, the Customer is then held responsible for the accuracy of the information they provide.
Note: The eSIM compatibility list is not exhaustive, meaning newly announced eSIM-compatible devices may still need to be added.
3START, DURATION, AND TERMINATION OF THE CONTRACT
The service contract between Kloud and the Customer begins upon completing the order on the Kloud website (www.kloudesim.com, including any subdomains associated with Kloud), via the Kloud app, through our APIs, on the Partner Platform, or via any other product provided by Kloud that allows customers to make an order.
The Activation of the eSIM and acknowledgment of the Activation Policy is the Customers responsibility.
The contract will be terminated for End Users if they do not have an active data package or have deleted the eSIM from the target device.
4CHARGES AND PAYMENT
4.1. PAYMENT CONDITIONS
Kloud offers various payment methods for its services, including but not limited to Credit/Debit Card, PayPal, Google Pay, Apple Pay, and Alipay. The currency of payment is in US Dollars ($) and may include various other currencies, with the currency of payment being determined during the transaction.
The credit card transaction will be processed and secured by Kloud-approved payment service providers, including but not limited to PayPal and Stripe, and additional providers chosen by Kloud for each transaction.
Automatic Charges:
Under this model, renewal fees will be charged automatically to the End Users preferred payment method when their available data drops below a certain threshold at the beginning of each billing cycle.
Cancellation Policy:
End Users can cancel their renewal at any time. Cancellation will take effect at the end of the current billing cycle, allowing users to continue accessing the service until the cycle concludes. To cancel, users can manage their settings directly within their Kloud account or contact our support team for assistance.
4.2. CHARGES FOR USE
4.2.1. Offsetting Claims
The Customer shall not be entitled to offset any of its claims against claims of Kloud, except where the Customers claims are undisputed or have been confirmed by final court judgment.
4.2.2. Invoicing
Kloud implements a systematic approach to billing Business Users for the utilization of Kloud Credits, which are employed for the acquisition of eSIM, top-ups, and other Kloud products and services via the Partner Platform.
Issuance of Invoices: Kloud issues invoices to Business Users detailing the Kloud Credits consumed for purchasing eSIM and top-up packages within a specified billing period.
Payment Obligations: Upon receipt of an invoice, Customers are required to fulfil their payment obligations within the deadlines stipulated on the invoice.
5DELIVERY
End Users will see the purchased eSIM under the My eSIMs tab on the Kloud website (www.kloudesim.com) and/or the Kloud app. The Customer will receive a confirmation email after the purchase.
Important: All the information for installing the eSIM will be available only on the users Kloud account.
6REPLACEMENTS / CANCELLATION / MODIFICATION POLICY
6.1. REPLACEMENTS AND CANCELLATION
6.1.1. Policies and Guidelines
The Customer has the right to ask for an eSIM replacement if the eSIM cannot be installed and used due to a technical problem from Kloud.
6.1.2. Replacement Requests
A replacement request can be made when the activation is no longer possible following extensive collaborative troubleshooting.
6.1.3. Cooperation
Cooperation with the Customer to resolve the issue promptly is required for a replacement to be granted.
6.1.4. Data Package Validity
Each data package has its own validity period. No replacement of any form will be offered for the remaining data when the validity period expires.
6.1.5. Compensation
No replacement of any kind will be issued due to charges from alternate phones, alternate SIM cards, alternate providers, hotel phones, or other charges that are not directly linked to the Customers Kloud eSIM account.
6.1.6. Fraudulent Purchases
Kloud reserves the right to refuse any form of replacement if there is evidence of abuse, violation of our Terms and Conditions, or any fraudulent activity connected with using Kloud products and services.
6.1.7. Unauthorized Purchases
The case will be subject to investigation and approval before processing any replacement(s). Kloud reserves the right to suspend any account associated with fraudulent activity.
6.1.8. Accidental Purchases
Once Customers install the eSIM, it will be considered used. No replacements will be offered.
6.1.9. Incorrect Charges
If the Customer reasonably and in good faith disputes an invoice or part of it, the Customer shall notify Kloud of such a dispute within twelve (12) days of receipt of the invoice, providing details of why the invoiced amount is incorrect.
6.1.10. Other Reasons
If the replacement request is not within the above, we will investigate the request on a case-by-case basis. If the replacement is approved, a processing fee may apply.
6.1.11. Use of Digital Currencies (Kloud Money & Credits)
Kloud Money and Credits are digital currencies available to our Customers for the purchase of eSIM and associated services available on the Kloud platforms.
Kloud Money
Kloud Money is a proprietary credit reward system exclusive to Kloud End Users that grants cashback as Kloud Money to the users Kloud account. The reward system has different levels, based on the purchase amount.
- •Customers can earn Kloud Money as a purchase reward for paid purchases.
- •Customers cannot earn Kloud Money if a discount or referral reward is applied to the purchase.
- •Customers can pay with Kloud Money only for their purchases or combine it with one of the supported payment methods.
- •Any existing Kloud Money in a Customers account is not convertible to any other form of credit.
- •Kloud reserves the right to limit the validity of Kloud Money issued as part of this program at any time and for any reason.
- •The Customer will be responsible and liable for payment, withholding, remittance, and reporting of any taxes that may arise from participation in the program.
6.1.12. Refunds
Refunds May Be Granted If:
- ✓The eSIM has not been installed or activated.
- ✓You experience technical issues we confirm are caused by our service.
- ✓Your device is not eSIM-compatible, and the eSIM has not been used.
Refunds Will NOT Be Issued If:
- ✗The eSIM has already been installed or activated.
- ✗The validity period has expired.
- ✗The issue is due to device incompatibility or user error after activation.
- ✗You changed your mind post-purchase and have installed and activated the eSIM.
How to Request a Refund:
Submit a request within 7 days of purchase via:
📧 Email: enquiries@kloudesim.com
Include your order number, full name, the email address used to purchase the eSIM and a brief explanation.
Note: There will be a $2 admin charge for any refund processed and this would usually be deducted from the refund amount. Approved refunds are processed to the original payment method within 7–10 business days.
6.2. MODIFICATION
The eSIM data packages from Kloud are offered as-is, and no further modifications or customization can be made based on individual requests once purchased.
7LIABILITY AND WARRANTY
Kloud is not responsible for detriments arising due to the proposed service not being constantly available. Kloud provides no guarantee of constant availability of the network service.
For any request, please write an email to enquiries@kloudesim.com
8eSIM RECYCLING PROCESS AND ACTIVATION
Kloud implements an eSIM recycling process to ensure optimal service delivery. Upon eSIM purchase, customers are required to activate the eSIM within a specified time frame, as indicated in the activation guidelines provided during the purchase process.
Important: It is the users responsibility to activate the purchased eSIM within the designated time frame. Failing to activate the eSIM within this period may lead to its expiration, rendering the eSIM unusable. Once expired, the eSIM cannot be reactivated.
Users are advised to review and adhere to the provided activation guidelines to ensure a seamless eSIM activation process.
9PRICES AND PROMOTIONS
Prices refer to the cost at which Kloud offers its eSIM packages and associated services to Customers. Kloud may offer promotional prices for its eSIM packages for a limited time. These promotions are subject to specific terms and conditions.
Kloud Money
Kloud Money is a proprietary credit reward system exclusive to Kloud End Users that grants cashback as Kloud Money to the users Kloud account. The reward system has different levels, based on the purchase amount. Each level provides different cashback amounts as Kloud Money. Kloud may change any feature of Kloud Money, including the rewards system levels and how the program is structured.
Prices may vary between End Users and Business Users, reflecting the tailored services and volume-based offerings that might be available to different categories of users.
Prices are subject to change without prior notice. Kloud continuously reviews its pricing strategy to align with market dynamics.
Kloud reserves the right to adjust prices based on a variety of factors, including but not limited to market conditions, exchange rates, and operational costs.
For the latest information on prices and promotions, End Users should consult our website, while Business Users are directed to explore Kloud-owned platforms designed for them or reach out to our support team at enquiries@kloudesim.com
10USER LOCATION TRACKING
Kloud may collect and process users geographical location information, including GPS coordinates, IP address, Wi-Fi access points, and cell tower details, to offer location-based services and enhance user experience. By using Kloud services, users consent to this tracking.
The purpose includes providing location-specific services, improving service quality, and personalizing experiences. Location information may be shared with third-party providers, who are obligated to handle data in compliance with privacy laws.
Users can control location services through device settings but may experience limitations in certain features. Kloud employs security measures, retains data for necessary periods, and complies with applicable data protection laws.
For questions or concerns about location tracking practices, contact enquiries@kloudesim.com
11MISCELLANEOUS
The original English version of these Terms may have been translated into other languages. The translated version of these Terms is a courtesy and office translation only, and the Customers cannot derive any rights from the translated version.
Important: In the event of a dispute about the contents or interpretation of these Terms or in the event of a conflict, ambiguity, inconsistency, or discrepancy between the English version and any other language version of these Terms, the English language version shall apply and prevail and be conclusive and binding.
If any provision of these Terms is or becomes invalid, unenforceable, or non-binding, you shall remain bound by all other provisions hereof. In such an event, such an invalid provision shall nonetheless be enforced to the fullest extent permitted by applicable law.
Need Assistance?
If you have any questions about these Terms & Conditions or need clarification on any section, our support team is here to help.