Terms and Conditions

1. About JourneyStack

JourneyStack provides technology and connectivity services that allow travel companies, travel agents, OTAs, airlines, DMCs, and other partners to offer travel eSIM and global mobile data services to their customers.

Our services may include:

• eSIM plan search;
• eSIM ordering and issuance;
• QR code and activation details;
• eSIM status tracking;
• top-ups;
• agent portal access;
• API access;
• wallet and billing functionality;
• white-label or co-branded storefronts;
• partner reporting;
• customer and partner support;
• related connectivity services.

JourneyStack may provide services directly or through suppliers, telecom operators, roaming partners, eSIM providers, agents, resellers, and other third-party service providers.

2. Who These Terms Apply To

These Terms apply to:

• visitors to our website;
• business partners;
• travel agents and agencies;
• platform users;
• API users;
• administrators;
• resellers;
• customers purchasing or using eSIM services through JourneyStack;
• end users receiving eSIMs through a JourneyStack-powered partner.

If you use JourneyStack on behalf of a company or organization, you represent that you have authority to bind that company or organization to these Terms.

If you have signed a separate written agreement, master services agreement, order form, statement of work, reseller agreement, or API agreement with JourneyStack, that separate agreement will apply to the extent there is a conflict with these Terms.

3. Eligibility and Account Registration

To use certain services, you may need to create an account or be invited by JourneyStack or one of our partners.

You agree to:

• provide accurate, complete, and current information;
• keep your login credentials secure;
• not share your account with unauthorized users;
• promptly notify us of unauthorized access or suspected security issues;
• be responsible for all activity under your account.

We may refuse, suspend, or terminate accounts if we believe information is inaccurate, fraudulent, misleading, or in breach of these Terms.

4. eSIM Service

JourneyStack provides access to prepaid eSIM data plans. An eSIM allows compatible devices to access mobile data services without a physical SIM card.

Unless expressly stated otherwise:

• eSIM plans are prepaid;
• eSIM plans are data-only;
• eSIM plans do not include traditional voice calls or SMS;
• eSIM plans are valid only for the destination, region, duration, and data allowance stated at purchase;
• service ends when the data allowance is consumed or the validity period expires, whichever comes first.

Plan descriptions may include additional conditions, including coverage areas, supported networks, fair usage policies, throttling rules, activation windows, and expiry rules.

5. Device Compatibility

Before purchasing or distributing an eSIM, you are responsible for ensuring that the end user has:

• an unlocked device;
• an eSIM-compatible device;
• a device that supports the destination network bands;
• stable internet access for initial eSIM installation;
• the ability to scan a QR code or manually install eSIM details.

JourneyStack is not responsible if an eSIM cannot be used because the device is locked, incompatible, incorrectly configured, unsupported, damaged, or restricted by the device manufacturer, local carrier, or user settings.

6. eSIM Installation and Activation

After purchase or issuance, the user must install the eSIM on a compatible device. Installation may require internet access.

Activation rules depend on the plan. Some plans activate immediately upon installation. Others activate when the device connects to a supported network in the destination country or region.

Users should not delete an installed eSIM before the plan has expired or the data allowance has been consumed. Deleted eSIMs may not be recoverable or reinstallable, depending on the plan and supplier.

JourneyStack is not responsible for loss of service caused by incorrect installation, premature deletion, device reset, unsupported transfer between devices, or failure to follow activation instructions.

7. Network Coverage and Service Availability

JourneyStack relies on third-party telecom operators, roaming partners, eSIM suppliers, internet infrastructure, and other providers to deliver connectivity.

Service availability, speed, latency, network quality, and coverage may vary depending on:

• destination country or region;
• local network conditions;
• device model;
• device settings;
• network congestion;
• weather or physical environment;
• operator restrictions;
• regulatory limitations;
• maintenance or outages;
• fair usage policies;
• roaming partner availability.

JourneyStack will use reasonable efforts to provide reliable service, but we do not guarantee uninterrupted, error-free, high-speed, or universally available connectivity.

8. No Emergency Services

Unless expressly stated in writing, JourneyStack eSIM plans are data-only and do not support traditional voice calls, SMS, or emergency calling.

You must not rely on JourneyStack eSIM services to contact emergency services such as 911, 112, 999, 000, or any other local emergency number.

Users must maintain an alternative method to contact emergency services, such as a local SIM, primary mobile plan, landline, hotel phone, or other emergency communication method.

JourneyStack is not liable for any loss, damage, injury, claim, or consequence arising from the inability to make or receive emergency calls using our eSIM service.

9. Partner, Agent, and Reseller Responsibilities

If you are a partner, agent, reseller, OTA, airline, DMC, or travel company using JourneyStack to provide eSIMs to customers, you are responsible for:

• ensuring your use of JourneyStack complies with applicable laws;
• explaining relevant eSIM limitations to your customers;
• ensuring customers understand device compatibility requirements;
• providing accurate customer and order information;
• handling your own customer communications where applicable;
• ensuring your sales, pricing, promotions, and claims are accurate;
• not misrepresenting JourneyStack, our suppliers, or the service;
• ensuring your staff, sub-agents, and associates comply with these Terms;
• obtaining any required customer consent for data sharing and service delivery;
• complying with applicable privacy, consumer protection, telecom, tax, and advertising laws.

You must not sell, distribute, or promote JourneyStack services in a misleading, illegal, abusive, or harmful manner.

10. API and Platform Use

Where JourneyStack provides API access, you agree to:

• use the APIs only for authorized business purposes;
• keep API keys, tokens, credentials, and documentation confidential;
• not attempt to bypass authentication, rate limits, security controls, or usage restrictions;
• not interfere with platform integrity, performance, or security;
• not scrape, reverse engineer, copy, or misuse the platform;
• not use the APIs for illegal, fraudulent, abusive, or high-risk activity;
• promptly notify us of any suspected credential compromise.

We may suspend or restrict API access if we believe your usage creates security, operational, legal, financial, or reputational risk.

11. Wallets, Pricing, Taxes, and Payments

JourneyStack may offer prepaid wallet, credit, invoice, or other billing arrangements depending on the partner agreement.

Unless otherwise agreed in writing:

• prices are shown before purchase or issuance;
• eSIM orders are charged when placed or issued;
• wallet deductions may be made at the time of order;
• all purchases are prepaid;
• taxes, duties, levies, or similar charges may apply;
• you are responsible for any applicable taxes related to your purchase, resale, or distribution of eSIM services;
• fees are non-refundable except as stated in these Terms or required by law.

We may change prices, plan availability, margins, commissions, or commercial terms from time to time. For partners with signed agreements, changes will be handled in accordance with the relevant agreement.

12. Refunds, Cancellations, and Changes

Refund eligibility depends on the plan, supplier rules, order status, and technical circumstances.

Unless otherwise stated, refunds are generally not available once an eSIM has been installed, activated, used, expired, deleted, or issued in a way that prevents cancellation.

JourneyStack may consider refunds or replacements where:

• the eSIM was not installed or activated;
• there is a confirmed technical issue caused by JourneyStack or its supplier;
• the wrong plan was issued due to a JourneyStack error;
• the service is materially unavailable due to a fault within JourneyStack’s reasonable control;
• applicable law requires a refund.

Refunds may not be available where the issue is caused by:

• incompatible or locked devices;
• incorrect installation;
• deletion of the eSIM;
• lack of internet access during setup;
• travel to an unsupported destination;
• network limitations outside our control;
• user error;
• breach of these Terms;
• expiry of the plan;
• full or partial data consumption.

Refund requests must be submitted to support@journeystack.co or through the applicable support channel with order details, screenshots where relevant, device information, and a clear description of the issue.

13. Promotions, Free Trials, and Credits

JourneyStack may offer promotional eSIMs, free trials, credits, referral benefits, discounts, or partner-funded offers.

Promotions are subject to specific conditions and may be changed, withdrawn, limited, or cancelled at any time. Promotional credits have no cash value and may not be transferable unless expressly stated.

We may suspend or cancel promotions, credits, or accounts if we suspect abuse, fraud, fake accounts, misuse, or attempts to undermine the fairness or intended purpose of the promotion.

14. Acceptable Use

You agree not to use JourneyStack services for:

• illegal, fraudulent, abusive, harmful, or deceptive activity;
• violating telecom, privacy, consumer protection, sanctions, export control, or other applicable laws;
• unauthorized resale or distribution;
• network abuse or interference;
• excessive automated usage;
• sending spam, malware, phishing, or harmful content;
• attempting to gain unauthorized access to systems;
• misusing promotions, credits, wallets, or accounts;
• impersonation or false identity;
• activity that damages JourneyStack, our partners, suppliers, networks, users, or reputation.

We may suspend or terminate service without notice where we reasonably believe there is misuse, fraud, legal risk, security risk, or breach of these Terms.

15. Compliance With Laws

You are responsible for complying with all applicable laws and regulations in your country of residence, country of incorporation, country of travel, and any country where the service is accessed, sold, distributed, or used.

This includes laws relating to:

• telecommunications;
• data protection and privacy;
• consumer protection;
• advertising and promotions;
• taxes;
• sanctions and export controls;
• anti-bribery and anti-corruption;
• fraud prevention;
• electronic communications;
• platform and API usage.

JourneyStack may refuse or restrict service in countries, regions, markets, or situations where service may be prohibited, restricted, commercially unavailable, or operationally unsupported.

16. Customer Support

Support may be provided by JourneyStack, a partner, agent, reseller, or third-party provider depending on the sales channel.

To help resolve issues, users may need to provide:

• order ID;
• destination country;
• plan details;
• device model;
• screenshots;
• error messages;
• eSIM status;
• network settings;
• installation steps taken.

JourneyStack will use reasonable efforts to support service issues but does not guarantee that all issues can be resolved, especially where they relate to device compatibility, local network conditions, incorrect setup, or third-party restrictions.

17. Intellectual Property

All rights, title, and interest in JourneyStack’s website, platform, dashboards, APIs, documentation, software, designs, trademarks, logos, content, workflows, data structures, and technology belong to JourneyStack or its licensors.

You may not copy, reproduce, distribute, modify, reverse engineer, sell, sublicense, or exploit any part of our intellectual property except as expressly permitted in writing.

Partners may use approved JourneyStack materials only for the purpose of promoting or delivering authorized services and in accordance with brand guidelines or written approval.

18. White-Label and Co-Branded Services

Where JourneyStack provides a white-label, co-branded, or partner-branded storefront, the partner is responsible for ensuring that its brand assets, content, pricing, claims, customer communications, and legal disclosures are accurate and lawful. JourneyStack may power the technology, eSIM supply, order flow, or backend services, but the partner remains responsible for its own customer relationship, marketing, representations, and compliance obligations unless otherwise agreed in writing.

19. Data Protection

Our collection and use of personal data is described in our Privacy Policy.

Partners, agents, and resellers must ensure that they have all required rights, notices, and consents to provide customer data to JourneyStack for the purpose of delivering eSIM and related services.

Where JourneyStack processes personal data on behalf of a business partner, the parties may enter into a separate data processing agreement or data protection addendum where required.

20. Third-Party Providers

JourneyStack works with third-party telecom operators, eSIM providers, roaming partners, cloud providers, payment processors, analytics providers, customer support tools, and other service providers.

We are not responsible for third-party systems, outages, delays, limitations, policy changes, network restrictions, or failures outside our reasonable control.

Third-party terms may apply to certain services.

21. Suspension and Termination

We may suspend, restrict, or terminate access to our website, platform, APIs, wallet, account, or services if:

• you breach these Terms;
• payment is overdue or disputed;
• we suspect fraud, abuse, or unauthorized access;
• your use creates security, legal, financial, operational, or reputational risk;
• required by law, regulator, supplier, or network operator;
• service is no longer commercially or technically available;
• you misuse promotions, credits, accounts, or APIs.

You remain responsible for all amounts due up to the date of suspension or termination.

22. Disclaimers

JourneyStack services are provided on an “as is” and “as available” basis.

To the maximum extent permitted by law, we disclaim all warranties, representations, and conditions, whether express, implied, statutory, or otherwise, including warranties of merchantability, fitness for a particular purpose, uninterrupted service, network availability, coverage, speed, compatibility, or non-infringement.

We do not guarantee that:

• the service will be available in all locations;
• all devices will be compatible;
• connectivity will be uninterrupted or error-free;
• speeds will meet any particular expectation;
• local networks will always be available;
• third-party providers will perform without issue;
• all service issues can be resolved.

23. Limitation of Liability

To the maximum extent permitted by law, JourneyStack, Wander Services Pte. Ltd., its directors, officers, employees, contractors, suppliers, and partners will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, including loss of profits, revenue, goodwill, data, business opportunity, or travel disruption, arising from or related to your use of our services.

To the maximum extent permitted by law, our total aggregate liability for any claim relating to the services will not exceed the amount paid to JourneyStack for the affected service giving rise to the claim, or USD 100 , whichever is lower, unless a different amount is agreed in a signed written agreement. Nothing in these Terms excludes liability that cannot be excluded under applicable law.

24. Indemnity

You agree to indemnify and hold harmless JourneyStack, Wander Services Pte. Ltd., its directors, officers, employees, contractors, suppliers, and partners from any claims, losses, damages, liabilities, penalties, costs, and expenses arising from:

• your breach of these Terms;
• your misuse of the services;
• your violation of law;
• your customer claims, where you are a partner, agent, reseller, or business user;
• your inaccurate representations, marketing, pricing, or customer communications;
• your unauthorized use of our platform, APIs, or intellectual property;
• your failure to obtain required consents or comply with data protection obligations.

25. Force Majeure

JourneyStack will not be liable for delay or failure to perform caused by events outside our reasonable control, including natural disasters, war, terrorism, civil unrest, labor disputes, telecom failures, network outages, internet failures, cyberattacks, power outages, government actions, regulatory restrictions, supplier failures, or other force majeure events.

26. Changes to Services and Terms

We may modify, suspend, discontinue, or update any part of our website, platform, APIs, plans, pricing, coverage, or services from time to time. We may also update these Terms. The updated Terms will be posted on our website with a revised “Last updated” date. Continued use of our services after the updated Terms are posted means you accept the updated Terms.

27. Governing Law and Dispute Resolution

These Terms are governed by the laws of Singapore. Any dispute arising out of or relating to these Terms, the website, platform, APIs, or services will be subject to the exclusive jurisdiction of the courts of Singapore, unless otherwise agreed in a signed written agreement.