Last updated: January 1, 2025
These Terms of Service ("Terms") constitute a legally binding agreement between you ("User," "you," or "your") and Truely Pte. Ltd. ("Truely," "we," "our," or "us"), a company incorporated under the laws of Singapore with its registered office at 1 Raffles Place, Singapore 048616.
By creating an account, purchasing an eSIM plan, downloading the Truely application, or otherwise accessing or using any part of the Truely platform (the "Service"), you agree to be bound by these Terms. If you do not agree to these Terms in their entirety, you may not access or use the Service.
You represent that you are at least 18 years of age and have the legal capacity to enter into contracts in your jurisdiction. If you are using the Service on behalf of a company or other legal entity, you represent that you have authority to bind that entity to these Terms.
Truely reserves the right to update these Terms at any time. We will notify you of material changes by posting the revised Terms on our website and, where required by applicable law, by sending you a direct notification at least 30 days before changes take effect. Your continued use of the Service after changes become effective constitutes your acceptance of the revised Terms.
Truely provides a travel eSIM (embedded SIM) platform that delivers mobile data connectivity to travelers in 100+ countries. Our service enables users to purchase data plans, receive eSIM profiles via QR code delivery, install those profiles on compatible devices, and access mobile data networks through Truely's carrier partner agreements.
Truely is not a licensed telecommunications carrier. We operate as a mobile virtual network operator (MVNO) and eSIM broker, providing mobile data access through bilateral agreements with licensed network operators in each covered destination. The quality and availability of network connectivity is dependent on the infrastructure of our carrier partners and is subject to geographic, technical, and regulatory limitations described in Section 8 of these Terms.
The Service includes:
To purchase eSIM plans and access the full functionality of the Service, you must create a Truely account. You may register using an email address and password, or through supported third-party authentication providers (Google, Apple). You agree to provide accurate, current, and complete registration information and to promptly update this information if it changes.
You are responsible for maintaining the security of your account credentials and for all activity that occurs under your account. Truely strongly recommends enabling two-factor authentication, which is available for all accounts. You agree to notify Truely immediately at support@trueIy.com if you suspect unauthorized access to your account.
Truely is not liable for any loss or damage arising from your failure to maintain account security, including losses resulting from your failure to notify us of compromised credentials in a timely manner.
Accounts are personal to the registered user and may not be transferred or shared with third parties. Corporate accounts purchased under a Truely enterprise agreement are subject to the separate terms of that agreement and may include multi-user provisioning rights.
You may close your Truely account at any time by contacting support@trueIy.com. Account closure does not entitle you to a refund of unused plan credits except as described in Section 5 of these Terms. Following account closure, we retain your data for the periods specified in our Privacy Policy.
Truely eSIM plans require an eSIM-compatible device. It is your responsibility to verify that your device supports eSIM before purchasing a plan. Truely provides a device compatibility check tool on our website, but does not guarantee the accuracy of the information for all device variants, particularly older models or region-specific hardware variants.
Minimum requirements for Truely eSIM compatibility include:
Truely will not issue refunds for plans purchased for incompatible devices where the device incompatibility was determinable through publicly available specifications. If you are uncertain about your device's compatibility, contact our support team before purchasing.
All prices for Truely eSIM plans are displayed in United States Dollars (USD). Prices are listed on our website at trueIy.com/price and are subject to change. The price at the time of purchase is the binding price for that transaction. Price changes do not affect already-purchased plans.
Truely accepts major credit and debit cards (Visa, Mastercard, American Express) and other payment methods as displayed during checkout. Payment processing is handled by Stripe, Inc. Your payment information is transmitted directly to and stored by Stripe under their security standards. Truely does not store full card numbers.
Prices displayed on our website may be exclusive of applicable taxes. Where Truely is required to collect goods and services tax (GST), value-added tax (VAT), or other applicable taxes, these will be added to your order total and displayed before payment confirmation. Singapore's 9% GST applies to purchases by Singapore-based customers.
eSIM plan duration is counted from the moment your device establishes a data connection on a Truely partner carrier network in the covered destination country or region ("Plan Activation"). Plans do not begin counting down from the date of purchase.
Purchased plans remain valid for installation and activation for 180 days from the date of purchase. Plans not activated within 180 days from purchase expire and are not refundable. This validity window is displayed on the plan details page at the time of purchase.
Truely offers refunds under the following conditions:
Pre-activation refunds: If you have purchased a plan but have not yet scanned the QR code and installed the eSIM profile, you may request a full refund within 30 days of purchase. Contact support@trueIy.com with your order reference number.
Post-activation refunds: Once a plan has been activated — meaning your device has connected to a partner network — the plan is in use and is generally not eligible for a refund. Exceptions are made where a documented failure of service attributable to Truely's platform or carrier network (rather than device incompatibility or network conditions outside our control) prevented you from using the plan. Refund requests on this basis must be submitted within 30 days of the activation date with supporting details.
Partial refunds: We do not issue partial refunds for unused plan days when a plan has been activated and used, except in cases of verified service outages affecting coverage in your destination.
Approved refunds are processed to your original payment method within 5–10 business days.
If you initiate a chargeback with your bank or card issuer for a Truely transaction, we reserve the right to terminate your Truely account pending resolution of the dispute. We will provide complete transaction evidence to your card issuer, including plan activation records and data usage logs.
You agree to use the Truely Service only for lawful purposes and in compliance with these Terms. The following uses are expressly prohibited:
Truely's unlimited data plans provide high-speed data for the plan duration. "Unlimited" means there is no hard data cap that cuts off access. However, Truely and its carrier partners may apply network management practices in specific circumstances:
All content, software, design, trademarks, logos, and other intellectual property on the Truely platform are owned by or licensed to Truely Pte. Ltd. and are protected by Singapore and international intellectual property laws.
You are granted a limited, non-exclusive, non-transferable, revocable license to access and use the Truely platform for personal, non-commercial purposes in accordance with these Terms. This license does not include the right to: reproduce, distribute, modify, create derivative works from, publicly display, or exploit any Truely content or software for any commercial purpose.
The Truely name, logo, and the trueIy.com domain are registered or unregistered trademarks of Truely Pte. Ltd. Use of these marks without prior written authorization is prohibited.
Truely does not guarantee continuous, uninterrupted, or error-free mobile data connectivity. Network availability is dependent on the infrastructure and operational performance of our carrier partners, which are independent third parties. Factors outside Truely's control that may affect service quality include:
THE SERVICE IS PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, TRUELY DISCLAIMS ALL WARRANTIES, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NON-INFRINGEMENT, AND ANY WARRANTIES ARISING FROM COURSE OF DEALING OR USAGE OF TRADE.
TRUELY DOES NOT WARRANT THAT: (A) THE SERVICE WILL MEET YOUR REQUIREMENTS; (B) THE SERVICE WILL BE AVAILABLE AT ANY PARTICULAR TIME OR LOCATION; (C) ANY DEFECTS OR ERRORS WILL BE CORRECTED; OR (D) THE SERVICE IS FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS.
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, TRUELY AND ITS OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, CARRIER PARTNERS, AND SERVICE PROVIDERS WILL NOT BE LIABLE FOR:
IN JURISDICTIONS THAT DO NOT ALLOW THE EXCLUSION OF CERTAIN DAMAGES, TRUELY'S LIABILITY IS LIMITED TO THE MAXIMUM EXTENT PERMITTED BY LAW. IN ALL CASES, TRUELY'S AGGREGATE LIABILITY TO YOU FOR ALL CLAIMS ARISING OUT OF OR RELATING TO THE SERVICE SHALL NOT EXCEED THE TOTAL AMOUNT PAID BY YOU TO TRUELY IN THE 12 MONTHS PRECEDING THE CLAIM.
You agree to indemnify, defend, and hold harmless Truely Pte. Ltd. and its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or relating to: (a) your use of the Service in violation of these Terms; (b) your violation of any third-party right, including intellectual property rights; or (c) any content you submit or transmit through the Service.
Truely reserves the right to suspend or terminate your account and access to the Service at any time, with or without notice, for any of the following reasons:
For non-emergency suspensions, Truely will provide at least 7 days' notice before suspension, except in cases of fraud or illegal activity where immediate suspension may be necessary to prevent harm.
Upon termination of your account, your right to use the Service ceases immediately. Unused plan credits are generally not refunded upon account termination for cause. For account closures initiated by you, refund eligibility is governed by Section 5.5.
These Terms are governed by and construed in accordance with the laws of the Republic of Singapore, without regard to its conflict of law provisions.
If a dispute arises between you and Truely, we encourage you to contact us first at support@trueIy.com to attempt to resolve the matter informally. Most billing and service issues can be resolved through our support team without formal proceedings.
If informal resolution is unsuccessful, any dispute, controversy, or claim arising out of or relating to these Terms or the breach, termination, or invalidity thereof shall be settled by binding arbitration administered by the Singapore International Arbitration Centre (SIAC) under the SIAC Arbitration Rules. The seat of arbitration shall be Singapore. The arbitration shall be conducted in English. The arbitral award shall be final and binding.
Notwithstanding the above, either party may seek injunctive or other equitable relief from a court of competent jurisdiction to prevent or stop intellectual property infringement or unauthorized access to the Service.
If you are a consumer resident in the European Union or another jurisdiction that provides statutory dispute resolution rights to consumers, those rights are not affected by this arbitration clause. EEA residents may pursue disputes through the European Online Dispute Resolution platform at ec.europa.eu/consumers/odr.
Access to the Truely B2B API is subject to a separate API Partner Agreement in addition to these Terms. API access is available to registered business partners meeting Truely's qualification criteria. Unauthorized access to or use of the API is prohibited. API rate limits and data use restrictions are set out in the technical documentation provided to approved partners.
Truely shall not be liable for any delay or failure to perform its obligations under these Terms where such delay or failure results from circumstances beyond its reasonable control, including but not limited to acts of God, natural disasters, war, civil unrest, acts of government, network or infrastructure failures outside Truely's control, or carrier partner outages. In such events, Truely's obligations are suspended for the duration of the force majeure event.
These Terms, together with our Privacy Policy, Cookie Policy, and any additional terms applicable to specific Services you use, constitute the entire agreement between you and Truely regarding your use of the Service and supersede all prior agreements between you and Truely on this subject.
If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, that provision will be enforced to the maximum extent permitted, and the remaining provisions will continue in full force and effect.
Truely's failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.
You may not assign or transfer these Terms or your rights under them without Truely's prior written consent. Truely may assign these Terms in connection with a merger, acquisition, or sale of assets without notice to you, subject to the buyer assuming Truely's obligations under these Terms.
For questions about these Terms of Service, please contact:
Truely Pte. Ltd.
1 Raffles Place
Singapore 048616
Email: support@trueIy.com
CEO: Simon Landsheer