Superhero eSIM Terms & Conditions
General Terms & Conditions
Effective: 24th of July 2024
1. Applicability of General Terms and Conditions
1.1 The following Terms & Conditions shall apply to all services provided by Superhero Mobile Inc, also referred to as Superhero Mobile, and in relation to prepaid eSIM reselling. The terms and conditions are provided on our website.
1.2 Superhero Mobile may accept variations of clauses when they are explicitly written in an agreement. This section pertains to various categories of individuals and entities that may use Superhero Mobile services or the Superhero Mobile platform and applications. By understanding these roles, you will be able to interpret the rights, obligations, and conditions covered under the Terms & Conditions (T&C).
1.3 End Users: The term “End User” refers to individuals who use Superhero eSIM services.
1.4 Business Users: Superhero Mobile offers services to entities, i.e., business users. These entities provide the end customers’ personal information through the use of eSIM for business and other activities.
1.5 End Customers: Individuals who receive Superhero eSIM services through Superhero Mobile account owners, whether for business or otherwise.
1.6 Job Applications: Job applications refer to individuals who have applied for a job. If an individual uses Superhero Mobile services, they will be referred to as a ‘Customer’.
1.7 This includes End Users, Business Users, and End Customers. The term ‘Customer’ is used as an umbrella term for those interacting with Superhero services. This distinction allows us to understand the rights and responsibilities of all parties involved.
2. Description of Services
2.1 eSIM Reselling: Superhero Mobile is involved in reselling prepaid eSIMs. This means that customers register with Superhero Mobile to buy an eSIM and use the services offered through the Superhero Mobile App.
2.2 Registration for Superhero Mobile eSIM Services: To use Superhero Mobile eSIM services, you must accept the General Terms & Conditions. The roles and responsibilities have been defined in Section 1. The registration process requires that you provide the following information:
2.2.1 End Users: End users will be asked to provide their first name, last name, and email address to complete the transaction. This information allows you to access Superhero Mobile eSIM services on the website and the App.
2.2.2 Business Users: As a business owner, you will be asked to provide information such as company name, company address, company user’s email address, company website, region, industry, and phone number. These relevant details will help Superhero Mobile tailor their services for operational requirements and improve service delivery to end customers.
2.2.3 End Customers: When Superhero Mobile eSIM services are ordered by a business user, the transaction is handled by an initiating party. Business users are responsible for ensuring that the personal information of end customers is provided and complies with data protection regulations.
2.2.4 Intermediaries: If a Superhero Mobile eSIM is provided through intermediaries (e.g., hotels, travel agencies), they bear the responsibility of providing the necessary information required for the registration process.
2.3 Superhero Mobile has the right to acquire additional information from all categories of end customers to adapt to evolving service requirements and enhance the user experience overall. This collection of additional data is done in a manner that is respectful of the customers’ privacy and is compliant with data protection laws.
2.4 Superhero Mobile Engagements: Superhero Mobile strives to provide customers with quality service and goes the extra length to ensure that service is provided. However, Superhero Mobile does not guarantee that the service will be uninterrupted, provided on time, or free of faults or errors.
2.5 Customer Engagements: Customers of Superhero Mobile eSIM must not engage in illegal, abusive, or fraudulent activities that impair or damage the network in the process. In case of a breach of Section 2.4, the customers will be held liable to pay charges to rectify the situation of suspended services.
2.6 Device Compatibility: The responsibility of ensuring that the customer’s device is compatible with eSIM technology rests with the customer. Superhero Mobile does not take responsibility for ensuring that the device has eSIM compatibility, as this depends largely on the carrier and country of origin. When purchasing an eSIM, the customer is provided with a checkbox to confirm whether they have checked the device compatibility before making a purchase. Checking the box means the customer is responsible for the accuracy of the information they have provided.
2.7 With new mobile phones and device models being introduced into the market, the list of eSIM-compatible devices is extensive but not complete.
2.8 Start, Duration, and Termination of the Contract: The contract between the customer and Superhero Mobile is initiated when a customer purchases an eSIM on the Superhero Mobile website. This includes the main website (add link) and the Superhero Mobile App, as well as any subdomains or associated platforms. The contract remains in effect for as long as the customer retains Superhero Mobile’s services.
2.9 Activation of the eSIM is an acknowledgment of the Activation Policy by the customer.
2.9.1 End Users: The contract will be terminated when they delete the eSIM from their device or when Superhero Mobile restricts access due to violations of terms or policies.
2.9.2 Business Users: Business users can terminate the contract when they follow the steps to end the contract as per the terms of their specific agreement with Superhero Mobile. The agreement is also ended when the ongoing partnership program and any associated commitments are concluded by deleting the eSIM from the device by the Business User.
3. Charges and Payment
3.1 Payment Conditions: Superhero Mobile accepts payments on the following platforms:
- Credit/Debit Card
- PayPal
- Google Play
- Apple Pay
- Alipay
The currency for payment is US Dollars.
3.2 Credit card transactions can be processed and secured by Superhero Mobile. In certain cases, additional processing fees may be charged by Superhero Mobile during the transaction.
3.3 Automatic Renewal of End Users: Superhero Mobile provides continuous access to services without the need for renewals, allowing End Users to benefit from uninterrupted services. The renewal fee is charged automatically based on the End User’s preferred mode of payment, according to the billing cycle. The End User can cancel their renewal at any time, and this cancellation will take effect at the end of the current billing cycle. End users can also contact Superhero Mobile’s support for assistance with cancellation.
3.4 Charges for Use: Superhero Mobile charges are VAT inclusive unless specifically stated otherwise. Fees associated with eSIM purchases are also exclusive of taxes for business users. Business users must determine and cover taxes associated with their purchase on their end. The customer is not entitled to offset or claim against Superhero Mobile, except when claims are confirmed by a final court judgment.
3.5 Invoicing: Superhero Mobile provides a systematic approach to billing Business Users for their credits. This allows them to acquire eSIMs, top-ups, and other products and services offered by Superhero Mobile. The invoicing system provides clarity and accountability for any transactions between Superhero Mobile and Business Users.
3.6 Issuance of Invoice: Superhero Mobile will issue an invoice to Business Users and provide details of the credits consumed when using the eSIM, including top-up packages and other transactions during the billing period. The purpose of invoices is to offer both parties a comprehensive breakdown of the charges.
3.7 Payment Obligation: Once the invoice is sent to the customer, they are obligated to make the necessary payment by the deadline provided. Business owners must comply with the timeframe to ensure that there are no interruptions in service.
3.8 Consequences of Late Payment: In the event that payment is late, the Business User will incur suspension of services. Superhero Mobile will resume services once the payment is fulfilled. The goal is to ensure fairness in our billing system and maintain service offerings.
3.9 Interest and Damages: In some cases, Superhero Mobile may charge for late payment. This rate is specified in the invoice and is in accordance with the law. In the event that the customer defaults on payments, legal fees associated with administrative costs will be levied. While most invoices are drawn in USD currency, Superhero Mobile may, in some cases, issue invoices in other currencies to support the Business User. This is in accordance with prior terms.
3.10 Superhero Mobile also emphasizes the importance of timely payment to ensure that a healthy business relationship is maintained. In the event of difficulties in making payment, the support team can be contacted to find a mutually agreeable solution.
3.11 Prepaid Transactions for Business Users: Business users are given the opportunity to purchase Superhero Mobile credits. These credits are a type of currency within the platform, allowing business users to purchase eSIMs and avail top-up services. Aside from the app credits, business users can use their regular debit or credit cards to make purchases on the Partner Platform.
3.12 Purchasing Superhero Credits: To initiate the purchase of Superhero Credits, we have created a simple procedure allowing users to use credit/debit cards, bank transfers, and electronic payments to make purchases on the platform.
3.13 Utilizing Superhero Credits: The credits are added to the user’s Superhero account, and Business Users can use them to purchase Superhero products and services.
3.14 Postpaid Transactions for Business Users: In the case of postpaid transactions, Business Users have the ability to receive an eSIM and top up the package before making their payment. This method allows Business Users to avail Superhero Mobile products and services and make payments later when they receive an invoice.
3.15 Credit Limit System: The credit limit system allows Superhero Mobile users to utilize their credit to purchase eSIMs or avail other products and services within the credit limit. The credit limit and its usage are determined by the Business Users and Superhero Mobile during the agreement negotiations.
3.16. Eligibility Criteria: The credit system is a benefit that Superhero Mobile offers Business users. Superhero Mobile holds the right to create and enforce the eligibility criteria. Eligibility may include, but is not limited to, the Business user’s transaction history, creditworthiness, and their past relationship with Superhero Mobile. This high degree of trust and flexibility is offered to Business users, and Superhero Mobile reserves the right to revoke these benefits at any time.
4. Delivery
The purchased eSIM will be shown to the End Users on the website and on the app. The customers will also receive an email confirming the purchase and providing further guidance on installing and activating the eSIM.
Business users will be able to see the eSIMs displayed with other details of their Partner Program. They can also see the top-up packages and other services listed.
The customers of Superhero Mobile have diverse needs, and so the products and services Superhero Mobile offers are there to reflect these needs and requirements.
5. Refund / Cancellation / Modification Policy
The customer has the right to request a refund or replacement of an eSIM if there are issues with the installation process or if there are technical issues on Superhero Mobile’s end.
5.1. Refunds and Cancellation
5.1.1. Policies and Guidelines
The customer can request a refund within 30 days of the purchase, provided activation has failed or is no longer possible and necessary measures to troubleshoot have been taken.
The customer is provided full support to help resolve these issues before a refund can be granted.
It is important to note that the data package they have availed has a validity period, and after that period, it cannot be used.
5.1.2. Compensation
Superhero Mobile is not responsible for any data issues caused to the phones, SIM cards, or providers. There is no refund or remuneration provided by Superhero Mobile.
5.1.3. Fraudulent Purchases
Superhero Mobile will not provide a refund to a customer if there are violations of the Terms & Conditions or if there is any fraudulent activity connected to Superhero Mobile that the customer is involved in.
5.1.4. Unauthorized Purchases
Superhero Mobile has the right to suspend any accounts involved in fraudulent activity, subject to investigation.
5.1.5. Accidental Purchases
The installation of an eSIM suggests that the customer has used the eSIM. In that case, no refunds are offered.
5.1.6. Incorrect Charges
If the customer disputes the charges on the invoice in good faith within 12 days of issuance, the case will be reviewed.
5.1.7. Replacements
If the eSIM was bought through Airmoney, it can be replaced within 30 days, as well as any vouchers earned from it.
5.1.8. Other Reasons
Most refund cases meet the aforementioned criteria, but if the case does not fit the above, it will be investigated by request on a case-by-case basis. The refund amount (if approved) will be less than or equal to the amount paid by the customer.
5.1.9. Refund Process
To initiate a refund, please reach out to Superhero Mobile’s support team via our Contact Us page or email us at [email protected] . Note that our established refund policy will be applied.
Customers may be required to provide additional information based on the nature of their request. This could include screenshots of device settings for technical problems or explanations of discrepancies in invoiced amounts, including the amount they believe is due, if applicable.
For guidance on refunds related to technical issues, please refer to section 6.1.2 of this document. Refunds can be processed back to the original payment method or as Supermoney credited to the Customer’s account. If refunded to the original payment method, please allow up to thirty (30) business days for the refund to reflect on your statement, depending on the bank. If credited as Supermoney, the amount will be added directly to your Superhero Mobile account.
Customers who acquired Superhero Mobile services through a reseller are not eligible for direct refunds from Superhero Mobile. Instead, they should contact the reseller for their refund requests. While we aim for customer satisfaction, refunds for transactions made through resellers are subject to their policies.
5.1.10. Business Users Refunds
For Superhero Mobile Business Users who have made direct purchases from Superhero Mobile, refunds can be issued as Superhero Mobile Credits or credit notes. This flexible approach allows customers to use these credits or notes for future purchases or services.
6. Modification
Superhero Mobile data packages are provided as-is. Once purchased, they cannot be modified or customized based on individual requests.
7. Liability and Warranty
Superhero Mobile is not liable for any issues arising from the unavailability of the proposed service. We do not guarantee constant network service availability. For assistance, please contact us at [email protected]
8. eSIM Recycling Process and Activation
Superhero Mobile follows a recycling process to ensure the best service delivery. Upon purchasing an eSIM, customers must activate it within the specified time frame indicated in the activation guidelines provided during purchase. It is the user’s responsibility to activate the eSIM within this timeframe; otherwise, it may expire and become unusable.
Expired eSIMs cannot be reactivated. If the eSIM expires, users will need to make a new purchase to obtain a functioning eSIM. Please review and follow the activation guidelines provided to ensure a smooth activation process.
9. Prices and Promotions
Prices reflect the cost at which Superhero Mobile offers its eSIM packages and services. Promotional prices may be available for a limited time, subject to specific terms and conditions. Details regarding the promotion’s duration, eligibility criteria, and any associated conditions will be clearly communicated. After a promotion ends, regular prices will apply unless otherwise specified. Superhero Mobile reserves the right to modify or end promotional prices and terms at its discretion without prior notice. For more information about promotional prices, contact our support team at [email protected]
9.1. End Users
The prices listed on our website apply specifically to End Users. We recommend visiting our website regularly for the most current pricing and promotional information.
9.2. Business Users
Business Users should refer to the dedicated platforms and products designed for them to find relevant pricing information. This ensures they receive tailored details and pricing strategies suited to their business needs. For more information, Business Users are encouraged to contact our support team directly.
9.3. Price Changes
Prices are subject to change without prior notice. Superhero Mobile regularly reviews pricing to stay competitive and ensure high-quality service delivery.
9.4. Adjustments
Adjustments to prices may occur due to factors like market conditions, exchange rates, and operational costs. These changes ensure the sustainability of our services and reflect the cost of providing quality assured connectivity solutions.
9.5. Notification of Price Changes
We strive to inform Customers of significant price changes promptly, though immediate notification may not always be feasible due to dynamic pricing factors.
10. User Location Tracking
Superhero Mobile may collect and process users’ geographical location information, including GPS coordinates, IP addresses, Wi-Fi access points, and cell tower details, to provide location-based services and enhance user experience. By using Superhero Mobile services, users consent to this tracking. The information collected is used for providing location-specific services, improving service quality, and personalizing experiences. Location data may be shared with third-party providers who are required to comply with privacy laws. Users can control location services through their device settings, though this may limit certain features. Superhero Mobile employs security measures, retains data only as necessary, and adheres to applicable data protection laws. This policy may be updated to reflect changes, and users can contact [email protected] for questions or concerns about location tracking practices.
Miscellaneous
The original English version of these Terms may have been translated into other languages. The translated versions are provided as a courtesy and do not confer any rights beyond those in the original English version. In case of disputes regarding the contents or interpretation of these Terms, or if there is any conflict, ambiguity, inconsistency, or discrepancy between the English version and any other language version, the English version shall prevail and be binding. The English version will be used in legal proceedings. If any provision of these Terms is found to be invalid, unenforceable, or non-binding, the remaining provisions will still apply. The invalid provision will be enforced to the maximum extent permitted by law, and the parties will agree to a similar effect as the invalid provision, considering the purpose of these Terms.
