Terms of service

1. Who you are contracting with

These terms are an agreement between you and Xelq Ltd, trading as TravelNet (“we”, “us”). They apply to travelnet.world and to everything you buy through it. By placing an order you accept them.

Xelq Ltd is registered in Kenya under company number PVT-5JUED9LZ, at 14 Ring Road, Parklands, Nairobi 00100, Kenya. Email support@travelnet.world, or use the contact page.

2. What we sell

Prepaid, data-only eSIM plans for travellers. An eSIM is a mobile profile you download to a compatible phone; it carries internet data on a local partner network in your destination.

We are a reseller, not a mobile network operator. We do not own or run the networks that carry your data, we do not set their coverage maps, and we cannot repair their outages. What we control is which plans we sell, how accurately we describe them, and how we deal with you when something goes wrong.

Unless a plan's page says otherwise:

• There is no local phone number, and no voice calls or SMS on the plan.
• Personal hotspot is included.
• Speeds are whatever the host network provides at the time and place you use it, up to 5G where the plan and the local network both support it.
• Allowances do not roll over, and unused data has no cash value.

3. Your side of it

You must be at least 18, or have the consent of a parent or guardian, and be able to enter a contract where you live.

You are responsible for making sure your device supports eSIM and is not carrier-locked before you buy. Both checks are free, take about a minute, and are set out on our compatibility page. A locked or incompatible phone is the single most common reason an eSIM fails to activate, and it is the one thing we cannot fix from our end.

You are responsible for the accuracy of the email address you give us. It is the only route the eSIM has to reach you.

4. Prices, currency and tax

All prices are quoted and charged in US dollars. If your card is denominated in another currency, your bank sets the exchange rate and may add a foreign-transaction fee. That fee is your bank's, not ours, and we never see it.

The price you see is the price you pay. We add nothing at checkout: no tax line, no service fee, no processing surcharge. Where a sales tax, VAT or GST applies to a digital sale, we bear it out of the price rather than adding it to your total. Prices can change at any time, but never after you have paid — the price shown at checkout is the price of your order.

Payment is taken by Pesapal (Pesapal Limited, Kenya) on a payment page hosted by them. You enter your card details on Pesapal's page, not ours; card numbers never reach TravelNet's servers.

We reserve the right to decline or cancel an order — for example where a price was obviously wrong, where a plan is unavailable, or where an order shows the signature of card testing or fraud. Where we cancel before the eSIM has been issued, you are not charged for it, and anything taken is returned in full.

5. Digital delivery, immediate performance, and no refunds

What you buy is digital content, supplied immediately. There is nothing to ship. Within minutes of a successful payment your eSIM — a QR code, plus the SM-DP+ address and activation code for manual installation — is issued by our fulfilment partner MobiMatter, which also sends the email carrying it. We separately email you a link to your order page, which is your durable route back to the same credentials if that delivery email goes astray.

The withdrawal-right waiver. Consumers in the European Union and the United Kingdom normally have 14 days to withdraw from a distance contract. That right does not survive the immediate supply of digital content. Our checkout therefore requires you to tick a box before the order can be placed; by ticking it you expressly request that we begin supplying the eSIM immediately, and you acknowledge that you lose the 14-day right of withdrawal once the eSIM profile has been made available to you. We record that confirmation with your order.

Sales are final. Because the profile is issued to you the instant you pay, and cannot be un-issued or resold, we do not offer refunds — on used plans, unused plans or changed minds. The reasoning is set out in full in the refund policy, which forms part of these terms.

What we do promise. If your payment succeeded and no working eSIM reached you, that is our failure and not your loss: email support@travelnet.world and we will re-deliver the credentials, reissue the profile, or otherwise make it right. Nothing in this section affects your mandatory rights where a plan is faulty, not as described, or not fit for purpose (see section 9).

6. Activation and validity

Your plan's validity period begins when the eSIM first connects to a mobile network in the destination, not when you buy it and not when you install it. Installing early costs you nothing, and we recommend it.

A plan ends when its data allowance is exhausted or its validity period expires, whichever comes first. An eSIM profile can normally be downloaded only once; if you delete it from your device, reinstalling it requires us to reissue it.

Orders are not held open indefinitely. The window in which an unused eSIM must be activated is stated in your order email; if you are buying more than a few months before travelling, buy closer to the trip.

7. Fair and acceptable use

These plans are for personal travel use. You agree not to:

• use the service for anything unlawful, fraudulent, abusive or harassing;
• resell, rent out or commercially redistribute the data without our written agreement;
• use a travel plan as a permanent home connection, or in a way that amounts to permanent roaming on a host network;
• run automated traffic that degrades a host network, or attempt to interfere with the service or its security.

Host networks apply their own fair-use policies. Where one is known to us, it is stated on the destination page rather than hidden here. We may suspend or terminate a plan that breaches this section, and we will tell you why.

You are also responsible for complying with the law of the country you are in. Some countries restrict internet calling, VPNs or particular services; where we know of such a restriction we say so on the destination page, but the obligation to obey local law is yours.

8. Availability, and what we do not promise

We do not promise that the service will be uninterrupted, error-free, or available everywhere within a country. Mobile coverage varies with geography, buildings, weather, congestion and the host network's own maintenance. Coverage maps published by any operator are estimates.

We will use reasonable care and skill in providing the service and in supporting you when it does not work, which is the standard we are content to be held to.

9. Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited. Your mandatory rights as a consumer under the law of your country of residence are unaffected by anything written here.

Subject to that, our total liability arising out of any order is limited to the amount you paid for that order. We are not liable for indirect or consequential loss — missed flights, missed bookings, lost business, lost data or lost opportunity — arising from a failure of mobile connectivity.

We say this plainly because it matters: do not make a travel arrangement that fails catastrophically if your data does not work. Carry a backup, whether that is your home roaming plan, an offline map or a printed booking.

10. Privacy

How we handle personal data is set out in the privacy policy, which forms part of these terms.

11. Changes to these terms

We may update these terms; the date at the top always reflects the current version. The terms that apply to your order are the ones published when you placed it, and we will not apply a later change retroactively to something you have already bought.

12. Governing law and disputes

These terms are governed by the law of Kenya, and the courts of Kenya have jurisdiction over any dispute.

If you are a consumer resident in the European Economic Area or the United Kingdom, this does not deprive you of the protection of the mandatory consumer-law provisions of your own country of residence, and you may bring proceedings there.

Before any of that: email support@travelnet.world. Almost everything resolves in one exchange, and we would much rather get you a working eSIM than argue with you about one.

13. General

If any provision of these terms is found unenforceable, the rest stays in force. Our not enforcing a term on one occasion does not waive it. You may not transfer your rights under these terms without our consent; we may transfer ours as part of a business reorganisation, on notice, and without reducing your rights.

Related: refund policy · privacy policy · help centre.