1. Validity of General Terms and Conditions for Clients (End Users)

1.1. Terms

1.1.1. These terms and conditions, as may be amended from time to time, apply to all our services made available online, through any mobile device, by email or by telephone. By accessing, browsing and using our website or any of our applications through whatever platform (hereafter collectively referred to as the "website") and/or by completing an order, you acknowledge and agree to have read, understood and agreed to the terms and conditions set out below and the privacy statement.

1.1.2. The materials contained in this website are protected by applicable copyright and trademark law.

1.1.3. Special offers through various business partners may incorporate additional or varied terms and conditions. In such circumstances, those special terms and conditions will prevail.

1.2. Use License

1.2.1. Permission is granted to temporarily download one copy of the materials (information or software) on Sparkroam's website for personal, non-commercial transitory viewing only. This is the grant of a license, not a transfer of title, and under this license you may not:

modify or copy the materials;
use the materials for any commercial purpose, or for any public display (commercial or non-commercial);
attempt to decompile or reverse engineer any software contained on Sparkroam's website;
remove any copyright or other proprietary notations from the materials; or
transfer the materials to another person or "mirror" the materials on any other server.

1.2.2. This license shall automatically terminate if you violate any of these restrictions, and may be terminated by Sparkroam at any time. Upon terminating your viewing of these materials or upon the termination of this license, you must destroy any downloaded materials in your possession, whether in electronic or printed format.

1.3. Support

1.3.1. Support Hours for Sparkroam's service desk are 24/7, during which the service desk is available for the resolution of incident management tickets and service request tickets at Sparkroam's best efforts.

1.4. Cryptocurrency Payments Conditions

1.4.1.Supported networks for crypto payments: Ethereum, Tron, BNB Smart Chain, Avalanche C-Chain, Solana, Polygon, Arbitrum One.

1.4.2. Supported cryptocurrencies: 'USDT (TRC20)', 'BTC', 'DAI', 'AXS (ERC20)', 'DASH', 'DOGE', 'ETH', 'LTC', 'TUSD (ERC20)', 'USDC (ERC20)', 'USDT (ERC20)', 'XRP', 'TRX', 'AXS (TRC20)', 'HT (TRC20)', 'ETH (TRC20)', 'ETH (BEP20)', 'DAI (BEP20)', 'USDT (BEP20)', 'DESU (BEP20)', 'ADA (BEP20)', 'USDC (BEP20)', 'BTCB (BEP20)', 'CSC'. Please note that there is a minimum limit for the payment for each cryptocurrency.

1.4.3. A 10% transaction fee is applicable to every cryptocurrency transaction.

1.4.4. If the Client makes a payment with an insufficient amount, the Client is requested to immediately contact Sparkroam's customer support to rectify the payment discrepancy and transfer the missing amount.

1.5. Refund and Cancellation policies and guidelines for Clients

1.5.1. Orders cancellations and refunds are available for Clients anytime. Most issues can be solved by email or chat (support@sparkroam.com).

1.5.2. After the refund is processed it may take 5-10 business days for the refund to show on the Client's payment card statement (if the payment was made via credit card). Via PayPal, it takes several minutes after issuing a refund. Refunds are issued to the same payment method (i.e. credit card or PayPal) used to make the purchase

1.5.3. All refunds (except crypto payments) are subject to a 10% fee due to credit card and other payment system charges and processing resources required to provide a product and then cancel it and issue a refund.

1.5.5. Refills are not refundable.

1.5.6. Sparkroam SIM cards do not need to be returned. SIM Card refunds are provided based on the remaining initial data balance.

1.5.7. Shipping fees for physical product delivery shall not be refundable under any circumstances, including but not limited to, returns, exchanges, or order cancellations.

1.5.8. To return a hotspot, the hotspot must be in an unused condition and include the original box and/or packaging with all tags. Sparkroam will provide a return address and Client will be responsible for shipping fees.

1.5.9. Sparkroam inspects all returned hotspots and issues a refund based on the condition of the hotspot and Client`s remaining data balance.

1.5.10. Sparkroam reserves the right to terminate services at any time due to the occurrence of an event arising from network collapse or cessation of maintenance provision by network operators that prevent Spark Roam from providing service in any destination covered by its service list. In such cases, no refunds will be provided.

1.5.11. Crypto payments are not refundable in most cases.

1.5.12. Under specific circumstances, Sparkroam may issue PayPal refunds for crypto payments to Clients when their crypto funds remain in the system wallet. In the event of repeated erroneous payments to the wallet (resulting from a payment form overdue) or if the payment has been made in an unsupported currency, refunds for crypto payments are possible.

1.5.13. The Client assumes responsibility for any network fees or commissions associated with the reversal of the crypto transaction. By understanding and accepting this responsibility, the Client can proceed with the refund request with full knowledge of the potential costs involved.

1.5.14. To determine if a refund is possible, Clients should initiate a crypto refund by submitting a comprehensive request to customer support, including the transaction hash and the wallet to which the payment was sent.

2. Validity of General Terms and Conditions for Partners

2.1. Terms

2.1.1. These terms and conditions, as may be amended from time to time, shall apply to all services rendered by Sparkroam in connection with the prepaid eSIM profiles provisioning to companies or individuals for resale, hereafter referred to as Partners, made available online, through any mobile device, by email or by telephone. By accessing, browsing and using our website or any of our applications through whatever platform (hereafter collectively referred to as the "website") and/or by completing an order, you acknowledge and agree to have read, understood and agreed to the terms and conditions set out below and the privacy-cookies statement.

2.1.2. The materials contained in this website are protected by applicable copyright and trademark law.

2.1.3. Special offers through various business partners may incorporate additional or varied terms and conditions. In such circumstances, those special terms and conditions will prevail.

2.2. Description of services

2.2.1. Sparkroam provides prepaid eSIMs to Partners. The Partner purchases eSIM profiles on sparkroam.com website.

2.2.2. The Partner must accept the General Terms and Conditions to use Sparkroam services. The Partner provides the following information to Sparkroam:

First Name
Last Name
Company Name
Address (billing address)
Email address

2.2.3. Sparkroam hereby grants Partner a non-exclusive right to resell the Connectivity Services to its customers. Sparkroam shall use reasonable endeavors to provide Partners with quality service. However, Sparkroam does not guarantee that the service will not be interrupted, provided on time, and be safe or fault-free.

2.2.4. In using the Services provided by Sparkroam, the Partner must not engage in any abusive, illegal, or fraudulent actions or take any actions that could impair or damage the Network.

2.2.5. When the Partner breaches its obligations under Article 2.2.4., Sparkroam may suspend the Partner's use of the Service. During any period of suspension, the Partner shall continue to pay all Charges due under this Agreement in respect of the suspended Services.

2.2.6. All bundles offered by Sparkroam are intended exclusively for use by Partner's human end-customers. These bundles must not be utilized within any automated system. In situations where usage within automated systems or by non-human entities is requested, Partners must contact their Personal Manager and request special bundles. Any violation of this usage restriction may lead to the termination of the agreement.

2.2.7. Partner shall have the right to establish, in its sole discretion, prices towards its customers for the Connectivity Services resold.

2.2.8. Partner shall not make any representations or warranties, whether written or oral, to third parties, including without limitation its customers on behalf of Sparkroam.

2.2.9. Partner shall be solely responsible for any kind of obligations and responsibilities agreed with its customers and/or other third parties. In no event will Sparkroam be solely or jointly liable to Partners customers or any other third party regarding Partners, its customers, or Partner Subcontractors’ usage of the Connectivity Services.

2.2.10. The Partner agrees to indemnify Sparkroam and hold it harmless from any claims, losses, damages, expenses, costs, or charges arising from or related to the Partner's customers or any third parties in connection with the sale, resale, or use of the Connectivity Services, or any defects or suspensions of the Connectivity Services.

2.2.11. The Partner shall have the right to use its own brands, trademarks, logos, and commercial names when reselling the Connectivity Services. However, the Partner shall not use any trademarks, logos, patents, copyrights, or other intellectual property rights owned by Sparkroam without obtaining Sparkroam's prior written consent.

2.2.12. The Partner is responsible for ensuring that their customers’ devices are eSIM compatible and network-unlocked. Sparkroam provides the list of eSIM-compatible devices. This list is not exhaustive, meaning newly announced eSIM-compatible devices may still need to be added.

2.3. Support and SLA

2.3.1. Support Hours is the time when the service desk is accessible for logging and resolution of incident management tickets and service request tickets and is provided based on contracted service levels.

2.3.2. The contracted services are operated 24 hours a day, 7 days a week and 365 days a year at Sparkroam's best efforts.

2.3.3. Incidents are classified by the severity of impact and prioritized accordingly:

High priority for Professional and Enterprise Edition Partners (24 hours during business week and 48 hours on weekends for answer) - Whole or a critical part of the Service is unusable or unavailable, causing immediate and significant business impact such as: total loss of key functionality; the service disturbance causes severe impact on the Partner’s business; the Service is inoperable or requires frequent manual support and intervention to work properly; serious security breach.
Medium priority for Professional and Enterprise Edition Edition Partners (48 hours during business week and 72 hours on weekends for answer) - Disruption of a single element of the Service such as: degradation of System Performance to the extent that usability is affected; disruption of normal service function or application; regular but infrequent interruptions of service availability.
Low priority (30 days for answer) - Cosmetic inconsistency in the user interface with no serious impact; functional error with minor impact on user group.

2.4. Start, Duration, and Termination of the contract

2.4.1. The service contract between Sparkroam and the Partner begins upon putting down a deposit for a selected eSIM White Label edition. The Partner shall make the deposit payment within 30 days of signing eSIM White Label proposal, which shall be done via wire transfer or credit card. The Client shall bear all costs and expenses related to the deposit payment, including any bank fees or charges.

2.4.2. The Activation of the eSIM profiles and acknowledgment of the eSIM compatible device list is the Partner's responsibility.

2.4.3. The contract will be terminated if Partner, its customers or End Users have used or are using any Sparkroam Mobile Service in a fraudulent, deceptive, unlawful or unauthorized way.

2.4.4. Spark Roam reserves the right to terminate services at any time due to the occurrence of an event arising from network collapse or cessation of maintenance provision by network operators that prevent Sparkroam from providing service in any destination covered by its service list.

2.5. Charges and Payment

2.5.1. The supported payment methods for Partner purchases of Spark Roam services are Credit/Debit cards or wire transfers. The currency of payment is in US Dollars($).

2.5.2. Spark Roam states all Charges are inclusive of all relevant taxes in the United Kingdom unless otherwise specified.

2.5.3. The Partner will immediately see the purchased eSIM in his account at MyAccount. All the information for installing the eSIM will be available only on the user's Sparkroam account.

2.5.4. The Partner shall not be entitled to offset any of its claims against claims of Sparkroam, except where the Partner's claims are undisputed or have been confirmed by final court judgment.

2.6. Refunds, Returns and Cancellation policies and guidelines for Partners

2.6.1. All top-ups of Partner balance are not refundable without exception.

2.6.2. All bundle purchases (data and activation codes) by a Partner are considered final and no bundle returns are possible. In some cases, when a technical issue originates from Sparkroam, Sparkroam may consider a refund.

2.6.3. Cooperation with the Partner to resolve the issue promptly is required for a refund to be granted. All cases will be subject to investigation and approval before processing any refund.

2.6.4. Sparkroam does not provide refunds to the original payment source. Instead, refunds are issued as funds top-ups on the Partner’s account balance.

2.6.5. If Sparkroam’s payment processor is used by the Partner, and it deducts funds from Sparkroam for a certain transaction because of fraud or other reasons then Sparkroam will deduce the same amount and any fees it was required to pay to the payment processor from the Partner’s balance.

2.6.6. Partner is responsible for his refunds to his End Users.

2.6.7. No refund or remuneration of any kind will be issued due to charges from alternate phones, alternate SIM cards, alternate providers, hotel phones, or other payments that are not directly linked to the Partner's Sparkroam eSIM account.

2.6.8. Sparkroam reserves the right to refuse any form of refund if there is evidence of our Terms and Conditions violation or any fraudulent activity on behalf of the Partner. Sparkroam reserves the right to suspend any Partner’s account associated with the fraudulent activity.

2.6.9. Sparkroam reserves the right to refuse any form of refund if services are terminated due to the occurrence of events described under Article 2.2.4.

2.7. Refund Process

2.7.1. To request a refund, the Partner should contact his Personal Manager or support team on his account page. Please be aware that our refund policy above will apply.

2.7.2. Depending on the nature of the issue, Partners will be asked for further information to support their refund requests, such as screenshots of the device settings for technical issues or details of why the invoiced amount is incorrect and, if possible, how much the Partner considers is due, etc.

2.7.3. Due to refund investigation and processing costs,Sparkroam will take 10% fees if it decides to issue a refund.

2.8. Modification

2.8.1. The eSIM data packages from Sparkroam are offered as-is, and no further modifications or customization can be made based on individual requests once purchased.

2.8.2. Operators and countries can be changed without notice.

2.8.3. Prices for bundles can change without prior notice due to changes in the operator's side.

2.9. Liability and Warranty

2.9.1 Sparkroam is not responsible for detriments arising due to the proposed service not being constantly available. Sparkroam provides no guarantee of constant availability of the network service.

2.10. Suspension of Service

2.10.1. If Sparkroam reasonably believes that Partner, its customers or End Users:

have used or are using any Mobile Service in a fraudulent, unlawful or unauthorized way;
have used or are using equipment or software in a way which damages Sparkroam, the equipment or software of its subcontractors or operators’ networks, or is in violation of this Agreement,
then Sparkroam shall have the right to temporarily suspend the services related to the previously mentioned failure without prejudice to its other rights and remedies. Such suspension will only be for those devices that are in violation of the subsections above and will be removed if Partners addresses those devices to eliminate the issue leading to the suspension.

2.10.2. For the purpose of protecting the Network from disruptive usage causing network congestion or signaling overload, Sparkroam shall have the right to suspend the Mobile Service only to those End Users violating this Section and will remove such suspension if Partners address those devices to eliminate the issue leading to the suspension.

2.10.3. In the event of any suspension of service Partner shall remain liable to Sparkroam for any charges for Mobile Service rendered through and including up to the date of suspension.

2.10.4. In no event shall either Party or its officers, directors, employees, and agents be liable to the other Party or its office for any special, indirect, incidental, consequential, punitive or exemplary damages, including without limitation, loss of revenue, loss of profits, loss to other carriers, arising from a suspension of service.

2.10.5. If this Agreement is terminated for any reason, Partner must immediately and at Partner’s own expense disconnect Partner wholly owned applications, equipment or infrastructure connected to the Network.

5. Disclaimer for Clients and Partners

5.1. The materials on Sparkroam's website are provided "as is". Sparkroam makes no warranties, expressed or implied, and hereby disclaims and negates all other warranties, including without limitation, implied warranties or conditions of merchantability, fitness for a particular purpose, or non-infringement of intellectual property or other violation of rights. Further, Sparkroam does not warrant or make any representations concerning the accuracy, likely results, or reliability of the use of the materials on its website or otherwise relating to such materials or on any sites linked to this site.

5.2. Network operators in countries could be changed by Sparkroam without notice.

6. Limitations for Clients and Partners

6.1. In no event shall Sparkroam or its suppliers be liable for any damages (including, without limitation, damages for loss of data or profit, or due to business interruption) arising out of the use or inability to use the materials on Sparkroam's Internet site, even if Sparkroam or a Sparkroam authorized representative has been notified orally or in writing of the possibility of such damage. Because some jurisdictions do not allow limitations on implied warranties, or limitations of liability for consequential or incidental damages, these limitations may not apply to you.

7. Revisions and errata for Clients and Partners

7.1. The materials appearing on Sparkroam's website could include technical, typographical, or photographic errors. Sparkroam does not warrant that any of the materials on its website are accurate, complete, or current. Sparkroam may make changes to the materials contained on its website at any time without notice. Sparkroam does not, however, make any commitment to update the materials.

8. Links for Clients and Partners

8.1. Sparkroam has not reviewed all the sites linked to its Internet website and is not responsible for the contents of any such linked site. The inclusion of any link does not imply endorsement by Sparkroam of the site. Use of any such linked website is at the user's own risk.

9. Site terms of use modifications for Clients and Partners

9.1. Sparkroam may revise these terms of use for its website at any time without notice. By using this website, you agree to be bound by the then-current version of these Terms and Conditions of Use.

10. Mandatory Arbitration and Waiver of Class Actions / Jury Trial

10.1. Arbitration

Any dispute, controversy, or claim arising out of or relating to these terms and conditions, including its formation, interpretation, breach, termination, or validity, shall be resolved by arbitration in accordance with the rules of England and Wales. The arbitrator(s) shall be appointed in accordance with the said rules, and the venue of arbitration shall be London, United Kingom

10.2. Waiver of Class Actions

To the fullest extent permitted by applicable law, each party waives any right it may have to participate in any class, representative, or consolidated actions, or to proceed with any such action as a representative or member of a class. The parties agree that any claims, controversies, or disputes shall be brought in their individual capacities and not as plaintiffs or class members in any purported class, representative, or consolidated proceeding.

10.3. Waiver of Jury Trials

Each party hereby waives its right to a trial by jury in any legal proceeding arising out of or relating to these terms and conditions or the transactions contemplated hereby.

10.4. Exceptions

Notwithstanding the foregoing, either party may bring an individual action in small claims court, and either party may seek injunctive or other equitable relief in a court of competent jurisdiction to prevent the actual or threatened infringement, misappropriation, or violation of a party's copyrights, trademarks, trade secrets, patents, or other intellectual property rights.

10.5. Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of United Kingdom, without regard to its conflict of law principles.

10.6. Severability

If any provision of this clause is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary so that this clause shall otherwise remain in full force and effect and enforceable.

General Terms and Conditions