Thanks for having a jolli with us. These are our terms. They cover everything related to jolli and our commitment to our customers. Have a read and make sure you’re comfortable with everything.
The terms might change from time to time for lots of reasons such as updating our features or a new regulatory requirement, so it’s good to check in with them. We’ll date our terms so you can see easily see if we’ve refreshed them - no need to go through and play spot the difference.
1. Definitions
jolli is a trading name of jolli group, a company incorporated under the laws of England and Wales, whose registered number is 16018972 and whose registered address is at 86-90 Paul Street, London, EC2A 4NE.
In these jolli terms, a reference to “we”, “our” or “us” means jolli mobile, and a reference to “you” or “your” means the person which purchased a Trip from the jolli app.
A Trip is a single purchase of mobile roaming data to a destination.
Top up is additional data purchased on a trip.
Installed means downloading your eSIM to your device and activation (or activated) means that eSIM is live in the destination purchased and data can be used.
Affiliate means a person (including a company) which refers you to us for the purchase of Mobile Data Services (including, but not limited to, a link in a loyalty program website which takes you to our website);
Compatible Mobile Device means a device which can accept an eSIM alongside or instead of a physical SIM card.
Competent Authority means any person or entity with relevant statutory jurisdiction over you, us, or the Mobile Data service;
Customer is someone who has purchased a trip, is over 18 years of age and has the right to enter into and comply with these terms and conditions.
eSIM means the profile from the Supplier for the purposes of using Mobile Roaming Data services on a Compatible Mobile Device (including compatible tablets and laptops);
Help Team: This is the team that you may contact for any enquiries about the Services. You may contact the Help Team:
Via Live Chat in the app;
By emailing help@jollimobile.com;Mobile
Data means GPRS, 3G, 4G, HSDPA, LTE, LTE+ and 5G mobile carrier network access providing access to the internet through the receipt and transmission of electromagnetic energy over paths that are not provided by any material substance constructed or arranged for the purpose of conveying electromagnetic energy.
Personal Data: The personal information that you provide to jolli mobile or that jolli mobile generates, collects, uses, processes and stores about you while providing the Services, including but not limited to name, mobile data usage, location data, credit card or debit card details, billing records, copies of emails including your email address, and records of Help Team enquiries made by you.
Privacy Policy: The policy that describes how jolli mobile generates, collects, uses, processes and stores your Personal Data. The current Privacy Policy is available at. https://www.jollimobile.com/privacy
Virus means any manipulating program which modifies other programs and/or replicates itself, or any malicious code or agent introduced to a system for the purposes of spying or causing harm.
Now all that’s out of the way, here’s more detail.
2. Trips
A trip is a travel eSIM to any country, purchased through the jolli iOS or Android app. Each trip can have a free data allocation and a chosen data allowance attached to it. It can also have top ups queued up ready to use after the initial trip purchase.
The eSIM is sent to you electronically with simple and clear instructions on installing and activating the eSIM. Installation of the eSIM is your responsibility and, once installed, the eSIM will be ready to use according to the chosen Trip. Your primary phone number will be unaffected, a phone number will not be provided with the Trip eSIM.
The eSIM is not active until you arrive at the Trip destination.
You have the right to cancel your Trip within fourteen (14) days of purchase if you have not Activated your eSIM. Simply contact the Help Team to do so.
All our Trips come with a choice of data allowance that lasts for the amount of time specified when purchased. The time starts from the point of Activation until the included data allowance is used or the term expires. If your Trip expires before any or all the included data allowance is used, you will lose the remaining balance of any unused data.
Any Trips which are not Activated within twelve (12) months of purchase will expire without any refund to you. Any eSIM which is not used within twelve (12) months of allocation may be cancelled and you may be required to load a new eSIM to your device(s) prior to Activation of a Trip or Trips.
You may purchase additional data allowances from our app by topping up your current Trip or purchasing new Trips to different country destinations, at the rate in force at the time.
3. Usage updates
We will use reasonable endeavours to let you know by e-mail and within the app when you have used certain percentages of your Trip data, and when the Trip is exhausted. Once the Trip data has run out, you may need to use WiFi or alternative means of accessing our app to top up with additional data. Mobile data connectivity from your device via jolli won’t work until a top up data allocation is purchased.
Any inclusive data allowance you have is for use when in the countries specified at the time you purchased your Trip.
4. Referral
We encourage our customers to share jolli with friends and family to avoid high roaming charges and get further rewards. A successful referral means the referrer and the referee both receive £2.50 credit towards their next trip of £10 or more. There is no limit to how many successful referrals that can be made. The credit accrued must be used within 12 months of reception. Referral performance will be shown in the referrals tab of the jolli app.
5. Using our Mobile Data service
jolli’s Mobile Data service is for your own personal use during short-term travel away from your normal country of residence. You must only use the Mobile Data service in accordance with our Acceptable Use Policyand may not use it for more than sixty (60) consecutive days in any one country.
Our Trips are a Mobile Data service only and do not support voice calling or access to the emergency services.
The Mobile Data service depends on coverage from our in-country network partners which is not guaranteed nor is the Mobile Data service itself guaranteed to be fault-free or free from interruptions. Factors such as (but not limited to) atmospheric conditions, population density, usage of the network by others, terrain, distance from the nearest cellular tower(s), position within a building all affect the quality of the Mobile Data service.
All your usage of the Mobile Data service will be debited from your inclusive data allowance, regardless of how that allowance was consumed (which, for the avoidance of doubt, includes any usage caused by a Virus). You are strongly advised to keep your device secure (for example, but not limited to, preventing accidental or malicious pairing), your jolli account secure, and deactivate downloads or streaming services on devices with a Trip except for over WiFi.
We, or our partners, may take steps to protect the integrity of the Mobile Data service from time to time, by applying traffic management controls the details of which shall be available on our website and amended by us (without notice) from time to time.We encourage the use of personal hotspots to allow everyone on your Trip to benefit from your data roaming allowance.
6. Our liability to you
We are only liable to you as set out in this Agreement. We have no other duty or liability to you.Nothing in this Agreement removes or limits our liability for death or personal injury caused by something we have done or failed to do or for any fraudulent misrepresentation we may have made to you.
Except as set out in the preceding two paragraphs, our total liability to you for something we or anyone who works for us does or does not do will be limited to £1,000 for one incident or £3,000 for a number of incidents within any twelve (12) month period.
If you are using the Mobile Data service in connection with your trade or profession, we are not liable to you in any way for any loss or damage that was not reasonably foreseeable at the time you entered this Agreement. This includes but is not limited to loss of income; business; anticipated savings (meaning costs you expected to avoid by using the Mobile Data service) or anticipated profits, loss of property or loss of use of property.
If you are a Consumer, we are not liable to you in any way for any loss of income; business or profits; or for any loss or damage that was not reasonably foreseeable at the time you entered this Agreement.
You must tell us about any claim as soon as reasonably possible. We will not be liable to you if we cannot carry out our duties or provide Services because of something beyond our control.
We will not be responsible for any harm you suffer from a Virus which infiltrates your devices, whether it was transmitted via the Mobile Data services or otherwise. You remain responsible for all Charges applied to Your Account(s) for the use of any Services activated by such a Virus.
This point will apply even after this agreement has been terminated.
7. Suspension of Mobile Data service
We may suspend the Mobile Data services or terminate this agreement and disconnect any eSIM from our network without warning if:
- Our, or our partners’ network breaks down or needs maintenance. We will try to make sure this does not happen often; or
- You or anyone who uses your Plan does not keep to the conditions of this agreement, or any other agreement with us.
- Any period of suspension shall count against the period of any Plan.
- The rights that we have under this point 6 are in addition to the other rights that we have to suspend and/or terminate the Services and/or suspend or terminate this agreement as set out in point 3 of this agreement.
8. Your right to terminate this agreement
You may terminate this agreement at any time, such notice of termination shall come into effect on the last day of the validity period of any Plans you have purchased. Termination does not give rise to any right for a credit for unused allowances (save where terminated in accordance with point 4 of this agreement).
9. Our right to terminate this agreement
We can terminate this Agreement immediately (without any refund owing to you), if any of the following happen:
- You break an important condition of this Agreement or a number of less important conditions;
- We are required to do so by law or a decision of a Competent Authority; or
- You break a less important condition of this Agreement and do not put it right within seven (7) days of us asking you to; or
- We can terminate this Agreement immediately, and shall, within a reasonable timeframe, refund to you any Plan or Plans which are not Activated in full, or a reasonable pro-rata amount for any Plan or Plans which are Activated but neither expired nor fully used:
- We are required to do so by law of a decision of a Competent Authority and that law of Competent Authority requires us to give you a refund; or
- We are unable to provide the Mobile Data service in the country or countries specified for a given Plan or Plans.
10. Making a payment
jolli offers various payment methods for its services, including but not limited to Credit/Debit Card, Google Pay and Apple Pay.
The currency of payment is in GBP (£) and may include various other currencies, with the currency of payment being determined during the transaction. The credit card transaction will be processed and secured by Stripe (https://www.stripe.com).
11. Refunds / cancellation / modifications
You have the right to ask for a refund or eSIM-replacement if you are unable to use the Services due to an error or omission by jolli. A refund request must be made within thirty (30) days following the date of purchase; provided that jolli shall have no obligation to issue such refund if jolli is able to resolve the Customer’s inability to use the Services within 10 days following Customer having given jolli notice of the issue. Customer agrees to cooperate with jolli’s efforts to resolve such issues and acknowledges that jolli shall have no obligation to issue any refund if Customer fails or refuses to do so. For purposes of clarity, each data package provided by jolli has its own validity period and no refund will be offered for the remaining data when such validity period expires.
Notwithstanding the foregoing, the following terms shall apply:
- Compensation: 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 charges that are not directly linked to the Customer's jolli eSIM account.Fraudulent purchases: jolli reserves the right to refuse any form of refund if there is evidence of abuse, violation of jolli’s Terms and Conditions, or any fraudulent activity connected with using jolli products and services.
- Unauthorized purchases: Customer shall notify jolli immediately of any suspected unauthorized purchases. The case will be subject to investigation and approval by jolli before processing any refund. jolli reserves the right to suspend any account associated with fraudulent activity.
- Accidental purchases: Once Customer installs the eSIM, it will be considered used. No refunds will be offered after installation other than as expressly set forth in.Incorrect charges: If the Customer reasonably and in good faith disputes a charge, the Customer shall notify jolli of such dispute within twelve (12) days of having incurred such charge, providing details of why the invoiced amount is incorrect and, if possible, how much the Customer considers due. (See details in section 4)
- Other Reasons: If the refund request is not within the above, we will investigate the request on a case-by-case basis. If the refund is approved, a processing fee may apply. The maximum refund of credit a Customer can apply for must be equal to or less than the total amount they paid.
To request a refund, contact jolli's support team via in-app chat. Please be aware that jolli’s refund policy above will apply.
Depending on the nature of the issue, Customers will be asked for further information to support their refund request, 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 Customer considers is due, etc. Customers will receive credit back via their original payment method. Once a refund is approved and issued, it can take up to thirty (30) business days to appear on a statement depending on the bank.
12. First Gb Free
This is a promotional mechanic whereby a Customer on buying their first trip with jolli mobile will receive their first Gb Free of charge to a select number of destinations. Destinations will change subject to current promotions.
13. General
You need to get our explicit consent before You can transfer or try to transfer any of your rights and responsibilities under this agreement. We may transfer any of ours without your permission, provided the level of service you currently experience is not materially reduced as a result.
We can record any live chat conversations between you and our staff.
We may send notices to your online account, your email address or we may also send you ‘over the air’ updates to devices which may make some minor adjustments to the functionality or display on those devices. You’ll need to accept these changes which may include doing anything reasonable we request; a failure to do so may mean the Mobile Data service is impaired or inoperable.
You must keep us informed of any changes to your email address. We are not responsible for messages or notices that don’t get to you because of a change of your e-mail address, a fault with your e-mail address and/or provider, or because your devices are misconfigured or turned off.
Unless otherwise stated in this Agreement, any notices from you to us must be sent to: 3rd Floor, 86-90 Paul Street, London, England, United Kingdom, EC2A 4NE.
Any concession or extra time that we allow you only applies to the specific circumstances in which we give it. It does not affect our rights under this agreement in any other way.
This Agreement shall not confer any benefit on a third party under the Contracts (Rights of Third Parties) Act 1999.English law will apply to this Agreement and any disputes will be settled in the Courts of England and Wales, Scotland or Northern Ireland (as applicable). You may be able to take Your disputes to adjudication under the Communications and Internet Services Adjudications Scheme, the details of which are set out in Our Complaints Code of Practice. We will give you a copy if you ask for it
If a point or condition of this Agreement is not legally effective, the remainder of this agreement shall be effective. We can replace any point or condition that is not legally effective with a point or condition of similar meaning that is.
This agreement is the whole agreement between you and us. Any other information that you may have seen or heard before you entered into this agreement isn’t included.
14. Your Information
You confirm that the information that you provide to us, including your registration details, is true, accurate and complete. You agree to inform us immediately of any changes to your details by contacting our customer services as set out below.We will use your personal information in accordance with the terms of this agreement and our privacy policywhich you can find on our website.Where you were referred to us by an Affiliate, we may share your e-mail address and purchase history with the Affiliate from time to time, in addition with any other information which you consented for the Affiliate to receive when entering into an agreement with the Affiliate.
We and/or Our Group Companies will use your personal information for providing the Mobile Data service, administration of your Account and billing, advertising, marketing, research, analytics, credit scoring, customer services, tracking the devices you are using on our network and web use and profiling your preferences. We will disclose your information to our service providers and agents to help us with these purposes. We will keep your information for a reasonable period after your contract with us has finished in case you decide to use our services again and may contact you about your services during this time.
You agree that we, our Group Companies and our carefully selected business partners can use information about you, including information about your use of our network, Mobile Data service and related products and the location of the devices you are using on our network, to tell you about products, services or promotions offered by us and third parties that may be of interest to you and for research and analytics purposes. We may contact you by email, telephone, electronic messaging (including but not limited to SMS and MMS) or online or via any other interactive media. If you would prefer not to receive direct marketing communications from us, simply let us know by clicking the unsubscribe link in the email and we will stop sending them to you. Please see our privacy policy on our website for further details. If you will be permitting someone else to use the Mobile Data services then you agree that you have told that person how we will use their information and obtain their consent to this.You have a right to ask for a copy of your personal information (for a small charge) and to correct any inaccuracies. Please see our privacy policy for further details.
In the event of a personal data security breach that affects you, we will notify the relevant authorities, and if appropriate, we will notify the subscriber or user of our Mobile Data service who is affected by the breach in writing. A personal data security breach that affects you (or the subscriber/user) does not give you the right to terminate this Agreement.
We may transfer your personal information to countries outside of the European Economic Area, which do not always provide the same level of data protection as the UK, for the purposes of providing you with our Services. If we do make such a transfer, we will put a contract in place with our service providers including security obligations on them to ensure your information is protected in accordance with UK standards.
We will carry out any activity or disclosure of your personal information to comply with our legal and regulatory requirements, for law enforcement purposes and to detect, prevent or investigate crime, fraud and misuse of or damage to our network or Mobile Data services.
If you have any questions or require help or support you can contact us via our website or the jolli app.
