Terms and Conditions for fennec.mobi app and web

1. Introductuion

1.1. These Terms and Conditions form a legally binding agreement (“Agreement”) between you, the user (“User”), and Lakehouse Technologies Limited, and its affiliated entities (collectively reffered to hereafter as "fennec.mobi") a private limited company registered in Hong Kong with company number 75804116 and its registered office at Unit 8A, Kin On House, 84-86 Stone Nullah Lane, Wan Chai, Hong Kong (“Lakehouse Technologies Limited”, “we”, or “us”). This Agreement governs your purchase and use of international data plans (“Data Plans”) for prepaid eSIMs (“eSIMs”) designed for use on your personal device (“Device”) through our services (“Service”), accessible via the fennec.mobi website and mobile application.

1.2. Any future agreements between you and Lakehouse Technologies Limited may also be subject to additional terms, conditions, or documents that we may publish on our website or mobile application (“Application”).

1.3. For your convenience, we recommend that you save or print a copy of these Terms and Conditions for future reference.

2.1. Using the Services

Fennec.mobi is a global eSIM platform that simplifies international connectivity through eSIM technology. We provide travelers with data, voice, and text plans in numerous countries, eliminating the need for physical SIM cards. Our services include a wide range of eSIM data, voice, and text plans from around the world, which can be purchased and activated instantly on any eSIM-compatible device, ensuring seamless connectivity wherever you go.

To access and use our Services, customers must register and create an account (“Account”). During the registration process, customers will be required to provide certain information, including but not limited to their name, full address, phone number, and email address. By using our Services, customers agree to provide accurate, current, and complete information during registration and to update their Account details promptly to ensure they remain accurate and complete. Customers are solely responsible for all activities conducted under their Account, including maintaining the confidentiality of their login credentials, passwords, and Account numbers. Fennec.mobi is not liable for any unauthorized use of a customer’s Account and disclaims all responsibility for such activities. If customers suspect any unauthorized access to their Account or any security breach, they must notify fennec.mobi immediately.

The individual who registers for the Services will be considered the contracting party (“Account Owner”) under these Terms of Service and will have exclusive authority to use the Account provided by [Your Company Name]. If the registration is completed on behalf of an employer, the employer will be deemed the Account Owner. As the Account Owner, the customer is solely responsible for complying with these Terms of Service and is entitled to all benefits associated with the Account. Accounts are non-transferable, and customers must notify fennec.mobi immediately of any unauthorized use of their credentials or any security breaches related to their Account.

2.2. Registration for Using fennec.mobi Services

To access and use the services provided by fennec.mobi, all customers, including End Users, Business Users, End Customers, and Job Applicants (as defined in Section 1), must agree to these General Terms and Conditions. During the registration process, the following information is required:

For End Users: Personal details such as First Name, Last Name, and Email Address are required to facilitate direct interactions and transactions on the fennec.mobi website ([Your Website URL]) or through the fennec.mobi mobile application.

For Business Users: Additional information is necessary to cater to the specific needs of businesses. This includes the Company Name, Company Address, Email Addresses of Company Users, Company Website, Region, Industry, Phone Number, relevant contact details, and other pertinent information. This data helps us customize our services to better meet the operational and service delivery requirements of their End Customers.

For End Customers: When services are ordered by another account holder, such as a Business User, the necessary information to facilitate the transaction is managed by the initiating party. Business Users are responsible for ensuring that the personal information of End Customers is collected in compliance with applicable data protection laws.

In cases where fennec.mobi services are provided through intermediaries (e.g., hotels, travel agencies, or partners), the intermediary may provide the required registration information on behalf of the Customer.

To accommodate evolving service requirements and improve the user experience, fennec.mobi reserves the right to collect additional information from all categories of customers as needed. Any such collection of additional information will be conducted in a manner that respects privacy and complies with data protection regulations, without requiring amendments to these Terms and Conditions. Customers will be informed of any additional data collection through our standard communication channels.

2.3. Fennec.mobi Commitments

Fennec.mobi will make reasonable efforts to provide high-quality services to customers. However, we do not guarantee that the services will be uninterrupted, delivered on time, or free from faults or errors.

2.4. Customer Responsibilities

When using the equipment or services provided by fennec.mobi, customers must not engage in any activities that are abusive, illegal, fraudulent, or that could impair or damage the network. If a customer breaches these obligations, fennec.mobi reserves the right to suspend their access to the services. During the suspension period, the customer remains responsible for paying all applicable charges under this agreement.

2.5. Device Compatibility

Customers are responsible for ensuring that their device is eSIM-compatible and network-unlocked. Compatibility may vary depending on the carrier and the country of origin. Customers must verify their device's compatibility using the list of supported devices provided during checkout. By confirming that their device is eSIM-compatible, customers accept full responsibility for the accuracy of the information provided.

Please note that the list of eSIM-compatible devices is not exhaustive, and newly released devices may not yet be included.

3. Contract Start, Duration, and Termination

The service contract between fennec.mobi and the customer begins when an order is successfully completed on our website (https://fennec.mobi), mobile application, APIs, partner platforms, or any other product offered by fennec.mobi that facilitates orders.

Customers are responsible for activating their eSIM and acknowledging the activation policy. For individual users, the contract will terminate if they no longer have an active data package or if the eSIM is deleted from their device. For business users, contract termination is governed by the terms of any specific agreement between the business user and fennec.mobi or their active status on the partner platform.

4. Charges and Payment

All payments and related expenses must be processed through the third-party payment system (“PSP”) integrated into our services. Customers may need to register with the PSP, agree to its terms of service, provide payment details, and complete any required verification processes. By accepting these Terms of Service, customers confirm that they have reviewed and agreed to the PSP's terms.

Please note that fennec.mobi is not a party to the PSP's terms of service. The agreement is solely between the customer, the PSP, and any other relevant parties. fennec.mobi is not responsible or liable for any obligations under the PSP's terms.

All prices and fees displayed on our services are exclusive of applicable taxes, including federal, provincial, state, local, or other governmental sales, goods, and services taxes. Taxes are calculated based on the billing address provided by the customer and will be applied at the time of transaction.

4.1. Payment Conditions

Fennec.mobi offers a variety of payment methods for its services, including but not limited to Credit/Debit Cards, PayPal, Google Pay, Apple Pay, and Alipay. Payments are processed in US Dollars ($) by default, but other currencies may be available depending on the transaction.

All credit card transactions are securely processed through trusted payment service providers approved by fennec.mobi, such as PayPal (https://paypal.com) and Stripe (https://stripe.com), as well as other providers selected for specific transactions.

4.2. Automatic Renewals for End Users

To provide uninterrupted service and convenience, fennec.mobi offers an automatic renewal option for End Users. This feature ensures continuous access to our services without requiring manual renewal.

Automatic Charges: Under this model, renewal fees will be automatically charged to the End User's preferred payment method when their data usage falls below a specified threshold at the start of each billing cycle.

Cancellation Policy: End Users can cancel automatic renewals at any time. The cancellation will take effect at the end of the current billing cycle, allowing users to continue using the service until the cycle ends. To cancel, users can adjust their settings in their fennec.mobi account or contact our support team for assistance.

5. Delivery

After completing a purchase, End Users can access their eSIM under the "My eSIMs" section on the fennec.mobi website (https://fennec.mobi) or mobile application. A confirmation email will be sent to the customer upon successful purchase. All necessary details for installing and activating the eSIM will be available exclusively in the user's fennec.mobi account.

To accommodate the varied requirements of our customers, fennec.mobi delivers its products and services through multiple methods, depending on the type of integration and the specific products or services selected.

6. Refund, Cancellation, and Modification Policy

Customers may request a refund or eSIM replacement if they are unable to use the services due to an error or oversight by [Your Company Name]. Refund requests must be submitted within thirty (30) days of the purchase date. However, fennec.mobi is not obligated to issue a refund if the issue preventing the use of the services is resolved within ten (10) days of the customer notifying us. Customers are required to cooperate with fennec.mobi's efforts to resolve such issues. Failure to cooperate may result in the denial of a refund. Please note that each data package has a specific validity period, and no refunds will be provided for unused data once the validity period expires.

Additional Terms:

Compensation: No refunds or compensation will be issued for charges related to alternate phones, SIM cards, providers, hotel phones, or other expenses not directly linked to the customer's fennec.mobi eSIM account.

Fraudulent Purchases: Fennec.mobi reserves the right to deny refunds if there is evidence of abuse, violation of these Terms and Conditions, or fraudulent activity associated with the use of our products and services.

Unauthorized Purchases: Customers must notify [Your Company Name] immediately of any suspected unauthorized purchases. Such cases will be investigated, and refunds will only be processed upon approval. Accounts linked to fraudulent activity may be suspended.

Accidental Purchases: Once an eSIM is installed, it is considered used. No refunds will be provided after installation, except as explicitly stated in these Terms.

Incorrect Charges: If a customer disputes a charge in good faith, they must notify fennec.mobi within twelve (12) days of the charge, providing details of the discrepancy and, if possible, the correct amount owed. (Refer to Section 4 for more details.)

Replacements: eSIMs purchased using fennec.mobi Credits earned from vouchers can be replaced within thirty (30) days of the purchase date.

Other Reasons: Refund requests not covered above will be evaluated on a case-by-case basis. If approved, a processing fee may apply. The maximum refund amount cannot exceed the total amount paid by the customer.

To request a refund, customers can contact fennec.mobi's support team via in-app or web chat. Please note that the refund policy outlined above will apply.

Depending on the nature of the issue, customers may be asked to provide additional information, such as screenshots of device settings for technical issues or details explaining why the invoiced amount is incorrect. Refunds can be issued either through the original payment method or as fennec.mobi Credits added to the customer's account. Approved refunds may take up to thirty (30) business days to reflect on the customer's statement, depending on their bank.

End Customers Purchasing Through Resellers: Customers who purchase fennec.mobi services through a reseller are not eligible for direct refunds from fennec.mobi. These customers should contact the reseller for refund requests. While fennec.mobi is committed to customer satisfaction, refunds for reseller transactions are subject to the reseller's policies.

7. eSIM Recycling Process and Activation

To ensure efficient service delivery, fennec.mobi implements an eSIM recycling process. When an eSIM is purchased, customers are required to activate it within a specified time frame, as outlined in the activation guidelines provided during the purchase process. It is the customer's responsibility to complete the activation within this period. Failure to do so may result in the eSIM expiring and becoming unusable.

Once an eSIM has expired, it cannot be reactivated. Customers who wish to continue using the service will need to make a new purchase. To avoid any issues, customers are encouraged to carefully review and follow the activation guidelines provided.

8. Prices and Promotions

The prices listed on fennec.mobi's platform reflect the cost of eSIM packages and related services. From time to time, fennec.mobi may offer promotional pricing for eSIM packages for a limited period. These promotions are subject to specific terms and conditions, which will be clearly communicated during the promotional period. Once the promotion ends, standard pricing will apply unless otherwise stated. fennec.mobi reserves the right to modify or cancel any promotional offers, including their terms and conditions, at its sole discretion and without prior notice. For more details about ongoing promotions, customers can contact our support team via in-app or web chat.

Fennec.mobi may adjust prices based on various factors, including market trends, exchange rates, and operational costs. These adjustments are made to ensure the sustainability of our services and to maintain the quality of connectivity solutions we provide. While we strive to inform customers of significant price changes in a timely manner, immediate notification may not always be possible due to the dynamic nature of these factors.

Prices displayed on our website are applicable to individual users. End Users are encouraged to check our website regularly for the latest pricing and promotional information.

Our pricing and promotional strategies are designed to deliver maximum value while ensuring the quality and sustainability of our services. End Users can find the latest pricing and promotions on our website.

8.1 Free Welcome eSIM Program

As part of our promotional efforts, fennec.mobi offers a Free Welcome eSIM program under the following conditions:

• The program is available exclusively to first-time users or existing users who have not yet made any transactions using supported payment methods on fennec.mobi's website or mobile app.
• To qualify, users must create a fennec.mobi account. Existing users who have not made any transactions are also eligible.
• Users are limited to one free eSIM per device, regardless of the number of email accounts registered. Creating multiple accounts to obtain additional free eSIMs is not permitted.
• Users redeeming a free eSIM under this program cannot apply referral codes during checkout.
• The free eSIM provided under this program cannot be refunded or exchanged for cash or other products.
• Users who have previously received an eSIM as part of other campaigns or promotions are still eligible for the Free Welcome eSIM program, provided they meet the other criteria.

Fennec.mobi reserves the right to terminate free eSIMs obtained through fraudulent activities, such as creating multiple accounts or providing false information, and to suspend the associated accounts. Additionally, fennec.mobi may modify or terminate the Free Welcome eSIM program at any time, without prior notice, including changes to eligibility criteria, terms, and conditions.

9. Local Regulatory Compliance

When using fennec.mobi's services in any country, you agree to comply with all applicable local laws and regulations, including those related to mobile device registration and telecommunications services. Where required by local law, fennec.mobi may take necessary actions on your behalf to ensure compliance with such regulations.

By accepting these Terms and Conditions, you consent to fennec.mobi's use of your personal data for compliance purposes, in accordance with applicable data protection laws.

You authorize fennec.mobi and its authorized agents to act on your behalf to complete the IMEI registration with the CRC’s database, including submitting the required declarations.

You also authorize fennec.mobi to use your personal data for this purpose, in compliance with Decree 1377 of 2013.

10. Representations and Warranties

By using our services, you represent and warrant that:

• You are at least 18 years old or the legal age of majority in your jurisdiction, and you are capable of entering into binding contracts.
• You have the right, authority, and capacity to agree to these Terms and Conditions and will abide by them.
• If you are acting on behalf of a company or organization, you have the authority to bind that entity to this Agreement.

• Read, understand, and comply with these Terms of Service and our Privacy Policy.
• Use the services in accordance with all applicable laws and in good faith.

• Copying, distributing, or disclosing any part of the services without authorization.
• Using automated systems (e.g., bots, spiders) to access the services.
• Transmitting spam, phishing, or other unsolicited communications.
• Interfering with the security or integrity of the services.
• Violating any laws or encouraging others to do so.
• Uploading malicious software or infringing on intellectual property rights.
• Harassing, defaming, or violating the rights of others.

You warrant that you have no undisclosed motivations or interests related to your use of the services, such as journalistic, investigative, or unlawful purposes. If such motivations arise, you must disclose them in writing to fennec.mobi.

By installing our app, you consent to its installation and updates, which may collect personal information as outlined in our Privacy Policy. You can uninstall the app at any time.

11. Termination and Suspension

Either party may terminate this Agreement at any time, with or without cause. You may cancel your account by using the provided features or notifying our support team. Upon cancellation, you will lose access to your account and related information.

Fennec.mobi reserves the right to suspend or terminate your access to the services if you breach this Agreement. If terminated, you may not create a new account under your name or any third party’s name.

Even after termination, certain provisions of this Agreement, such as disclaimers, limitations of liability, and indemnification, will remain in effect.

Fennec.mobi may modify or discontinue the services at any time without liability. We may also restrict access to the services if we believe it is necessary for safety or business reasons.

After termination, we reserve the right to delete your data, which cannot be recovered.

12. Links to Third-Party Websites

Our services may contain links to third-party websites. These links do not imply endorsement or association with those websites. We are not responsible for their availability, accuracy, or content. You access third-party websites at your own risk.

You may link your account to third-party services (e.g., Facebook, Instagram). By doing so, you grant fennec.mobi access to your third-party account information, subject to the terms of those services.

Fennec.mobi is not responsible for any third-party content or services. Your relationship with third-party providers is governed solely by their terms and conditions.

13. Intellectual Property Rights

All content, trademarks, logos, and materials on our platform are owned by fennec.mobi and are protected by intellectual property laws. You may not copy, distribute, or use any content without our prior written consent.

By submitting feedback or ideas, you agree that fennec.mobi may use them without compensation or obligation.

You are granted a limited, non-exclusive, non-transferable license to use the services. This license may be revoked at any time.

14. Copyright Complaints

• A description of the copyrighted work and its location on our platform.
• Your contact information.
• A statement of good faith belief that the use is unauthorized.
• A statement under penalty of perjury that the information is accurate.
• Your electronic or physical signature.

15. Confidential Information

You agree not to disclose or use fennec.mobi's confidential information for any purpose other than using the services. You must notify us of any unauthorized disclosure and return all confidential materials upon termination of this Agreement.

16. Disclaimer of Warranties

The services are provided "as is" without warranties of any kind. Fennec.mobi is not liable for errors, damages, or interruptions in service. Some jurisdictions do not allow the exclusion of certain warranties, so these limitations may not apply to you.

17. Indemnification

You agree to indemnify fennec.mobi against any claims arising from your use of the services, breach of this Agreement, or violation of any laws or third-party rights.

18. Governing Law and Legal Compliance

• These Terms and Conditions, and any disputes or claims (including non-contractual disputes or claims) arising from or related to them, their subject matter, or formation, shall be governed by and interpreted in accordance with the laws of Hong Kong.
• The courts of Hong Kong shall have exclusive authority to resolve any disputes or claims (including non-contractual disputes or claims) arising from or related to these Terms and Conditions, their subject matter, or formation.

18.1. Depending on your location, other mandatory laws of other jurisdictions may also apply to your use of the eSIM services.

18.2. The services and the application are not intended for use in any jurisdiction or country where such use would violate local laws or regulations. If you access the services or application from a location where such use is prohibited, you do so at your own initiative and are solely responsible for complying with applicable local laws.

19. No Agency or Employment

This Agreement does not create an agency, partnership, or employment relationship between you and fennec.mobi.

20. General Provisions

The English version of this Agreement prevails in case of discrepancies. If any provision is invalid, the remaining provisions remain in effect.

21. Changes to This Agreement

Fennec.mobi reserves the right, at its sole discretion, to modify, update, add to, remove, or suspend any part of this Agreement, including these Terms of Service and the Privacy Policy, at any time. These changes may apply to the services, content, or information provided through the platform, and may be implemented temporarily or permanently, with or without prior notice, and without liability to you.

While we will make reasonable efforts to notify you of significant changes via email, we are not liable if such notifications are not received. If you do not agree with any changes to this Agreement, you must stop using the services immediately. Your continued use of the services after any changes constitutes your full and irrevocable acceptance of the updated terms.

Additionally, fennec.mobi may impose restrictions on certain features or limit your access to part or all of the services without notice or liability.

22. No Third-Party Rights

This Agreement does not grant rights to any third parties.

23. Notices

You consent to receive notices electronically. Notices will be deemed received when delivered or sent via email or certified mail.

24. Contact Us

• Email: [email protected]
• Phone: +852 9444 4734