Terms and conditions

1. Who we are

Ryvo is a trading name of AJTV LIMITED, a company registered in Hong Kong ("Ryvo", "we", "us"). AJTV LIMITED is the seller of every order. You can contact us at support@ryvosim.com.

Registered details: AJTV LIMITED (Business Registration No. 77482617), 2301, 23/F Bayfield Building, 99 Hennessy Road, Wan Chai, Hong Kong.

By placing an order, you agree to these terms. You must be at least 18 years old, or have the permission of a parent or guardian, to place an order.

2. What we sell

We sell data-only travel eSIM plans. An eSIM is a digital SIM profile that you install on a compatible phone. Each plan gives you mobile data in the destinations it covers, using partner mobile networks.

Plans don't include a phone number, calls or text messages. Apps that use data, such as WhatsApp, work over the eSIM.

Before you pay, we show the plan's details, such as its data allowance, validity, price and coverage. Those plan details form part of your contract with us.

3. Your phone

Your phone must support eSIM and be unlocked, which means it isn't locked to one mobile carrier. Please check this before you buy. Our phone checker and install guides help, but they can't cover every model or regional version.

If your phone turns out to be incompatible, our refund and guarantee policy explains your refund.

4. Prices and payment

Prices are shown in the currency you choose and include any GST, VAT or similar tax we're required to collect. The price shown at checkout is the total you pay. We don't add any fees.

Your bank or card provider may charge its own fees, such as a foreign transaction fee. Those fees are between you and your bank.

Payments are handled by our payment processor. Your order is confirmed only when the processor confirms your payment.

5. Delivery of your eSIM

After your payment is confirmed, we prepare your eSIM. We show it on your order page and email you a link to that page with installation instructions. If there's a delay, your order page shows the current status.

If we can't issue your eSIM, we'll tell you and refund you in full.

Anyone with your order link can see your eSIM's install details. Keep the link private.

6. Installation and activation

Most eSIMs can be installed only once. Install yours on the phone you'll travel with, and don't delete it after installing it. If you delete it, it may not be possible to install it again. Contact us and we'll check with our supplier what we can do.

Your plan's validity starts at the point stated in its plan details: when you install the eSIM, when it first connects to a network in a destination the plan covers, or when you buy it. If you're not sure when your plan starts, ask us before you install it.

A plan ends when its validity period ends. A fixed-data plan also ends when its data runs out. Unused data and unused days don't carry over.

7. Coverage and speed

Coverage and speed depend on the partner networks, where you are, your phone and how busy the network is. We don't promise coverage everywhere in a destination or a minimum speed.

Where a plan has a daily full-speed allowance, the plan shows the speed after it. Our fair use policy explains the daily reset and how our plans work.

8. Top-ups

Some plans can be topped up. Ask us whether yours can. A top-up follows the details shown when you buy it and these terms.

9. Acceptable use

Your plan is for your personal use. You must not:

• resell the eSIM or its data, or share it through a router or hotspot open to the public
• use it for anything illegal, for spam, fraud or attacks on any network or system
• run continuous automated traffic, such as bots or cryptocurrency mining
• try to interfere with the eSIM profile or the partner networks

If you break these rules, we may suspend your eSIM. We'll tell you why first, unless we have to act at once to stop fraud, protect a network or follow the law.

10. Refunds and our connection guarantee

Our refund and guarantee policy explains when we refund and how. It's in addition to your rights under consumer law.

11. Your consumer rights

Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy that you have under the Australian Consumer Law or under any other law that can't be excluded or limited.

Under the Australian Consumer Law, our services come with guarantees that can't be excluded. For a major failure with the service, you're entitled to cancel your contract with us and to a refund for the unused portion, or to compensation for its reduced value. You're also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure doesn't amount to a major failure, you're entitled to have the problem fixed in a reasonable time and, if that isn't done, to cancel your contract and get a refund for the unused portion.

If you're a consumer in the United Kingdom, the Consumer Rights Act 2015 gives you rights when a digital service isn't as described or isn't provided with reasonable care and skill. If you're a consumer in the European Union, you have similar rights under the law of your country.

If you're a consumer in the UK or the EU, you can usually cancel an online purchase within 14 days of buying. If you cancel, we'll refund you as the law requires. If you've already started using the plan at your request, we may keep an amount for the service you've used, where the law allows it.

12. Our liability

This section is subject to the section above on your consumer rights.

We're responsible for loss or damage you suffer that's a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We're not responsible for loss or damage that wasn't foreseeable. Our plans are for personal travel use, so we're not responsible for business losses, such as lost profits or lost business opportunities.

Where the law allows us to limit our liability, our total liability to you for an order is limited to the price you paid for that order.

We don't exclude or limit liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to exclude or limit.

13. Events outside our control

We're not responsible for a delay or failure caused by events outside our reasonable control, such as a network outage, natural disaster or government action. If such an event means you can't use your plan, our refund and guarantee policy still applies.

14. Changes to these terms

We may update these terms from time to time. The terms that apply to your order are the ones shown on this page when you placed it.

15. Governing law and disputes

These terms are governed by the laws of the Hong Kong Special Administrative Region, and the courts of Hong Kong can hear disputes about them.

If you're a consumer living in Australia, the United Kingdom or the European Union, this choice of law doesn't take away the protection of the mandatory consumer laws where you live, and you can bring a claim in the courts where you live. The same applies wherever else local consumer law gives you that right.

16. Complaints

If you're unhappy with our service, email support@ryvosim.com with your order reference and we'll work with you to put it right. If we can't resolve it, you can contact the consumer protection body where you live, such as your state or territory's fair trading office in Australia.