Terms and Conditions | Keepgo

General Terms and Conditions

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.

©Keepgo® is a registered trademark. 2022 — All rights reserved

1.2. Use License

1.2.1. Permission is granted to temporarily download one copy of the materials (information or software) on Keepgo'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 Keepgo'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 Keepgo 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 Keepgo'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 Keepgo's best efforts.

1.4. Refund and Cancellation policies and guidelines for Clients

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

1.4.2. 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). Refunds are issued to the same payment method (i.e. credit card) used to make the purchase.

1.4.3. All refunds 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.

1.4.4. Keepgo may offer data in an amount equal to what the Client paid for any accidental purchases.

1.4.5. Refills are not refundable.

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

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

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

1.4.9. Keepgo 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 Keepgo from providing service in any destination covered by its service list. In such cases, no refunds will be provided.

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 Keepgo 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 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.

©Keepgo® is a registered trademark. 2022 — All rights reserved

2.2. Description of services

2.2.1. Keepgo provides prepaid eSIMs to Partners. The Partner purchases eSIM profiles on keepgo.com website.

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

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

2.2.3. Keepgo hereby grants Partner a non-exclusive right to resell the Connectivity Services to its customers. Keepgo shall use reasonable endeavors to provide Partners with quality service. However, Keepgo 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 Keepgo, 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., Keepgo 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. Partner shall have the right to establish, in its sole discretion, prices towards its customers for the Connectivity Services resold.

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

2.2.8. 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 Keepgo 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.

2.2.9. The Partner agrees to indemnify Keepgo 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.

2.2.10. 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 Keepgo without obtaining Keepgo's prior written consent.

2.2.11. The Partner is responsible for ensuring that their customers’ devices are eSIM compatible and network-unlocked. Keepgo 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 Keepgo'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 Keepgo and the Partner begins upon putting down a deposit for a selected eSIM White Label edition.

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 Keepgo Mobile Service in a fraudulent, deceptive, unlawful or unauthorized way.

2.4.4. Keepgo 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 Keepgo 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 Keepgo services are Credit/Debit cards or wire transfers. The currency of payment is in US Dollars($).

2.5.2. Keepgo states all Charges are inclusive of all relevant taxes in the State of Delaware, USA 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 Keepgo account.

2.5.4. The Partner shall not be entitled to offset any of its claims against claims of Keepgo, 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 Keepgo, Keepgo 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. Keepgo 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 Keepgo’s payment processor is used by the Partner, and it deducts funds from Keepgo for a certain transaction because of fraud or other reasons then Keepgo 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 Keepgo eSIM account.

2.6.8. Keepgo 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. Keepgo reserves the right to suspend any Partner’s account associated with the fraudulent activity.

2.6.9. Keepgo 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, Keepgo will take 10% fees if it decides to issue a refund.

2.8. Modification

2.8.1. The eSIM data packages from Keepgo 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 Keepgo is not responsible for detriments arising due to the proposed service not being constantly available. Keepgo provides no guarantee of constant availability of the network service.

2.10. Suspension of Service

2.10.1. If Keepgo 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 Keepgo, the equipment or software of its subcontractors or operators’ networks, or is in violation of this Agreement,

then Keepgo 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, Keepgo 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 Keepgo 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.

3. Disclaimer for Clients and Partners

3.1. The materials on Keepgo's website are provided "as is". Keepgo 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, Keepgo 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.

3.2. Network operators in countries could be changed by Keepgo without notice.

4. Limitations for Clients and Partners

4.1. In no event shall Keepgo 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 Keepgo's Internet site, even if Keepgo or a Keepgo 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.

5. Revisions and errata for Clients and Partners

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

6. Links for Clients and Partners

6.1. Keepgo 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 Keepgo of the site. Use of any such linked website is at the user's own risk.

7. Site terms of use modifications for Clients and Partners

7.1. Keepgo 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.