Terms and Conditions

Article 1 – Definitions – Scope of Application

The following terms have the meaning indicated below : 

  • Application: refers to the application Travel, developed and operated by ONOFF TELECOM, downloadable from Stores notably via a QR code received by email or by direct download, and allowing the User to benefit from the Services.
  • Client: refers to any natural or legal person who does not use the OnOff Travel Services for professional purposes, in accordance with Article L823-2, 2° of the French Consumer Code.
  • Contractual Documents: refers to any document referencing these GC, the Privacy Policy, as well as any eventual program(s), appendix(es), amendment(s), quote(s), Order(s), additional or special conditions attached or referenced, all collectively called the “Contract.”
  • Data: refers to digital information transmitted or received via an Internet connection, generally measured in gigabytes (GB) or megabytes (MB), and provided to the Client as part of a Package. 
  • Esim or "eSim": refers to a dematerialized SIM card, integrated or to be integrated into a compatible device, allowing the activation and use of the Service(s), and featuring an international mobile subscriber identity number (IMSI). 
  • General Conditions (GC): refers to these OnOff Travel general terms and conditions available on the Website and within the Application, governing, along with the Privacy Policy and the Pricing Schedule, the contractual relations relating to the
    provision of all Travel Services to the User by ONOFF TELECOM. The General Conditions include both terms of use and terms of sale. 
  • Intellectual Property Rights: (i) copyrights, software rights, database rights, industrial property rights (patents, trademarks, designs and models), trade names, know-how, domain names, trade secrets, and confidential information (whether
    registered or not); (ii) applications for registration and the right to apply for registration of any of the rights mentioned above; and (iii) all other equivalent or similar intellectual property rights worldwide.
  • Package: refers to a service including a defined volume of mobile data, valid for a limited period and within a specific geographical area (Territory). The Package is activated upon purchase. Once the data limit is reached or the validity period expires, the Package becomes invalid unless the Client purchases a new Package. 
  • Pricing Schedule: refers to the schedule of applicable fees for Services available within the Application during the purchasing process.
  • Privacy Policy: refers to the privacy policy defined by ONOFF TELECOM and available at https://en.travel.onoff.app/privacy-policy
  • Professional Client: refers to any legal entity or individual acting in a professional capacity, registered in the trade and companies register or the trade directory, or holding a Siren number, as well as any public authority or association whose
    members or collaborators are likely to use the Travel services for purposes other than leisure. 
  • QR Code: refers to a Quick Response Code, a two-dimensional barcode containing information that allows the downloading of the Application. 
  • Services: refers to all Travel services, whether free or paid, offered by ONOFF TELECOM and accessible from a mobile device by the User through the Application in accordance with the Conditions of Use, generally consisting of the provision of prepaid mobile Data Packages for Internet connection. 
  • Store: an integrated online distribution platform for applications intended for smartphones, computers, or televisions, accessible via the Internet from a compatible operating system, allowing applications to be downloaded for free or for a fee. 
  • Subscription: the User’s irrevocable commitment, subject to these General Conditions, to subscribe to one or more OnOff Travel Services from ONOFF TELECOM, by any means, including purchases made exclusively online, via a Store, and/or electronically in accordance with Article 1127-2 of the French Civil Code. 
  • Territory: refers to all countries and geographical areas where the Service is available, as specified within the Application. Service coverage may vary based on agreements between ONOFF TELECOM and local partner operators, and certain geographic restrictions may apply. 
  • User: refers to the holder of a User Account and the licensee of the Application under the Conditions of Use. 
  • User Account: refers to the account created by the User to use the Application. 
  • Website: refers to the website accessible at https://travel.onoff.app operated by ONOFF TELECOM.


Article 2 – Acceptance of Onoff Travel Terms and Conditions

OnOff Travel is a global eSIM store facilitating international connectivity through data plans presented as Packages, without the need for a physical SIM card, usable immediately on compatible devices across multiple countries.

These General Conditions apply to all Clients and Users of the Application. The Client acknowledges having read, understood, and accepted them. The General Conditions become effective as soon as the Client clicks the appropriate box within the Application and/or downloads the Application, creates an account, or starts using the Application, whichever occurs first.

Access to the Services is subject to the unconditional acceptance of these General Conditions.

The General Conditions may be amended from time to time. ONOFF TELECOM will inform the Client in advance by any means deemed appropriate when a modification significantly affects the conditions of use of the Services. The amended General Conditions will automatically apply to any ongoing Contract, to the extent permitted by applicable laws and regulations.

The continued use of the Services after any amendments constitutes acceptance of the modified General Conditions.

Article 3 – Creation of an OnOff Travel Client Account

To access the Travel services, the Client must download the "OnOff Travel" Application.

The Client must then create an account by providing accurate and up-to-date information (name, first name, address, telephone, email). The Client is solely responsible for their User Account, the confidentiality of their credentials, and keeping their information up to date.

The Client is invited to provide their country of residence when creating a User Account.

Depending on the applicable law, the country of residence, the destination country, and the duration of the use of the Services, the Client may also be required to provide a copy of their identification document before beginning to use the Services or within thirty (30) days after starting to use the Service(s). Otherwise, ONOFF TELECOM reserves the right to immediately suspend the Services.

The installation of the eSIM on the User’s device may be done in various ways, depending on the equipment and mobile operating system used:

  • Direct installation by clicking a button: a tutorial will guide the User through the settings needed to install the eSIM;
  • Via a QR code;
  • Manually, by entering the ICCID code.

Professional Clients may also be requested to provide additional documents such as a K-bis certificate (business registration), proof of address, and identification of the legal representative.

The Client commits to providing accurate information during the registration process. A validation email is systematically sent to the Client to confirm their email address; otherwise, the Client will not be able to use the Services.

The registered Client becomes the “owner of the account,” solely authorized to use it under these General Conditions.

THE CLIENT IS SOLELY RESPONSIBLE FOR ENSURING THE COMPATIBILITY OF THEIR DEVICE WITH THE USE OF AN ESIM FOR SERVICE USAGE. NO REFUND SHALL BE GRANTED IN CASE OF INCOMPATIBILITY.


Article 4 – Access to and Use of the Application and Services by Users

4.1 License to Use

ONOFF TELECOM, via Travel, grants the User a limited, non-exclusive, non-transferable right to use the Application, subject to compliance with the General Conditions.

This license is valid during the validity period of the eSIM as provided herein or indicated with the Packages, within the defined Territory, and for the allocated Data volume at the time of Subscription.

4.2 Client’s Identity and Capacity

The Client acknowledges being of legal age to subscribe to a Package and use the Services. When subscribing professionally, the Client warrants acting on behalf of their company and having the necessary authority to bind the legal entity they represent.

In all cases, ONOFF TELECOM may (without being obliged) assume that the Client accepts these General Conditions on behalf of their employer or another legal entity, if circumstances indicate that the Client is representing that entity.

Thus, the Client represents and warrants that:

(i) the Client has full legal authority to bind their employer or such legal entity to
these General Conditions;

(ii) the Client has read and understood these General Conditions; and

(iii) the Client accepts these General Conditions on behalf of the party they represent.

In this case, the term "Client" shall refer to and apply to the Client’s employer or the legal entity.

Depending on the Subscription duration and the Territory, the User may be requested to provide or update proofs of identity, professional status, and residence or business address (including headquarters or secondary establishments) to comply with legal obligations and prevent fraud.

The User’s identity may be verified based on payment method information, such as the name associated with their bank card. ONOFF TELECOM reserves the right to request additional information at any time.


Article 5 – Intellectual and Industrial Property

ONOFF TELECOM offers innovative technology enabling Data access via its Travel Application.

The Application and its contents are the exclusive Intellectual Property of ONOFF TELECOM and are protected by intellectual property laws.

ONOFF TELECOM retains all Intellectual Property Rights, granting only a limited right of use through the license agreement.

Any reproduction, modification, distribution, or exploitation of the Application is strictly prohibited.

The User agrees to respect these rights, not alter any ownership mentions, and not harm the image of ONOFF TELECOM.


Article 6 – Term and Termination of the Contract

6.1 Term and Right of Withdrawal

The Contract takes effect upon downloading the Application and remains valid for the Validity Period, subject to any minimum commitment period.

The Package Validity Period is specified within the Package itself and generally does not exceed 90 days from the purchase date.

Once the account is validated and the eSIM is used, the eSIM has a maximum validity period of 3 months from its first use.

Data purchased under a Package has a limited validity period and cannot be used beyond the prescribed period. Unused Data at the end of the Validity Period will be lost, even if a new Package is purchased using the same eSIM, unless otherwise indicated.

A fixed-term subscription can be manually renewed through the Application before its expiration.

Non-professional Clients have a period of 14 days after purchasing the eSIM to exercise their right of withdrawal by sending a request to travel-support@onoffapp.com, except for subscriptions made through a third party.

In case of withdrawal, ONOFF TELECOM will refund the payments received within 14 days, without fees, via the same payment method.

If the User starts using the Services (e.g., by consuming Data) before the withdrawal period ends, they accept immediate execution of the Contract and expressly waive their right of withdrawal.

Repeated abusive use of the right of withdrawal (multiple subscriptions and cancellations) may result in refusal of refunds and be considered as binding commitment.

6.2 Termination and Suspension

The Client cannot terminate the Contract once they have downloaded the Application or started using the Services.

Unless otherwise stated, the Package has a limited and determined Validity Period, and the Contract ends at the expiry of this period, except for consequences related to the eSIM validity or other legal consequences which survive the Contract by their nature.

The User’s subscription may also be refused or cancelled after verification of certain information such as identity, address, or abnormal Application usage.

The provision of Services may be suspended or cancelled without prior notice and automatically in case of suspected fraud or illegal Client behavior.


Article 7 – Fees and Payment

The price of the Services and all applicable tax depend on the country selected (within the Territory) for acquiring Data, and the Client’s choices, and billing address, particularly regarding the volume of Data allocated and the duration of Service access. These parameters determine the final price applied at the time of Subscription in the form of a Package.

The Service is sold on a prepaid basis only: full payment is required at the time of Subscription.

Payment is made via bank card through the Application using a secure third-party payment platform or, if applicable, through Apple Pay or Google Pay.

No Service access will be granted before payment is received and validated.

In case of payment failure or refusal, the Subscription will be automatically cancelled, without any Service activation.

The Client is responsible for their Data consumption and any overuse.

The Client remains responsible for all activities carried out through their account.

ONOFF TELECOM is not responsible for any incidents that may occur when using payment methods. 


Article 8 – Refund Policy

8.1 Defect of the eSIM

In case of a defect in the eSIM, the Client may request a replacement if they are unable to use the Services and the defect is exclusively attributable to ONOFF TELECOM.
In certain cases, if the eSIM still does not work, the Client may be eligible for a credit equivalent to the purchase amount, provided that they have not started consuming

Data and that their identity matches the one provided during Subscription.

Requests must be made within thirty (30) days from the purchase date.

ONOFF TELECOM will then have 5 additional business days to attempt to resolve the eSIM issue.

If ONOFF TELECOM is unable to resolve the Client’s inability to use the Services within 5 business days of the Client’s notification, the Client will be entitled to a credit or voucher usable within a communicated timeframe for the purchase of a similar

Package, subject to providing proof of identity.

8.2 Non-Refundable Cases

8.2.1 Each Data Package purchased from ONOFF TELECOM has a specific Validity Period and Data volume.

No refund or credit will be granted for unused Data once the Validity Period expires.

8.2.2 No refund or compensation is provided for roaming charges, other device usage, or third-party SIM or eSIM cards, nor any fees not directly related to ONOFF TELECOM's provided Data.

8.2.3 In the case of fraudulent acts, breaches of these General Conditions, or violations of any law or regulation, the Client’s account will be immediately suspended, and ONOFF TELECOM reserves the right to refuse any form of refund or
credit.

8.2.4 If false identity information is provided during onboarding or Package Subscription, no refund or withdrawal rights will apply. 


Article 9 – Updates and Maintenance

ONOFF TELECOM may update the Application at any time to ensure compatibility, add features, fix bugs, or strengthen security.

The User must always use the updated version.

No claims can be made if the User uses an outdated version of the Application.

Maintenance operations may result in brief and temporary Service suspensions, with prior notification on the Website when possible.

ONOFF TELECOM is not responsible for any inconvenience or damage resulting from such interruptions.


Article 10 – Quality of Service

ONOFF TELECOM implements necessary measures to ensure that the Services are available as promptly and under the best possible conditions.

However, the quality and availability of the Services, as well as the provision and management of the eSIM, may be affected by external factors beyond ONOFF TELECOM’s control.

These may include physical obstacles, atmospheric conditions, and failures within the mobile network infrastructure (hardware, software, or operator failures).

Additionally, to provide Services, ONOFF TELECOM and its partners (eSIM card suppliers and mobile operators) may need to periodically carry out upgrades or maintenance on mobile networks and software managing eSIMs.

Such activities may affect Service availability and/or quality.
ONOFF TELECOM and its partners endeavor to minimize disruptions but cannot be held responsible for any inconvenience or Service unavailability.

No refund (even partial) will be granted due to these disruptions.

ONOFF TELECOM is only bound by a best-efforts obligation and disclaims liability for:

  • Improper use or configuration of the Application;
  • Issues related to local operators or signal transmission;
  • Maintenance, disruptions not attributable to ONOFF TELECOM, or cases of force majeure;
  • Incompatibility of the Client's device with the provided eSIM.


Article 11 – Limitation of Liability and Warranty 

11.1 Services Provided "As Is"

The Services are provided “as is,” without any express or implied warranties, including but not limited to, quality, suitability for a particular purpose, or continuous operation.

THE SERVICE CONSISTS IN PROVIDING DATA ONLY, ONOFF TELECOM DOES NOT PROVIDE NUMBERS AND IN NO CASE, ONOFF TELECOM SHALL BE HELD LIABLE IF THE CUSTOMER IS UNABLE TO CALL ANY SPECIFIC NUMBERS.

ONOFF TELECOM undertakes a best-efforts obligation towards its Users to ensure the availability and proper functioning of the Application.

Neither ONOFF TELECOM nor its partners shall be liable for direct or indirect damages related to the use or inability to use the Services, including data loss, loss of income, or loss of access to stored information.

11.2 Limitation of Direct Liability

Except in cases of intentional misconduct, and in the event ONOFF TELECOM is found liable by a final and enforceable court or arbitral decision, ONOFF TELECOM’s total liability for direct damages shall be strictly limited to the total amount of fees charged to the Client over the last three (3) months for actual and compliant use of the Service.

ONOFF TELECOM shall not be liable under any circumstances for indirect, special, consequential, incidental, exemplary, or punitive damages, including but not limited to loss of profits, revenue, or increased operational costs, even if such
damages were foreseeable or if ONOFF TELECOM had been advised of the possibility of such damages.

11.3 No Warranties

ONOFF TELECOM makes no warranties of any kind, express or implied, regarding title, non-infringement of intellectual property, merchantability, technical compatibility, or fitness for a particular purpose concerning any Service, product, or equipment
provided under the Contract or on the Website.

ONOFF TELECOM does not guarantee that the Service will be uninterrupted or error-free. No ONOFF TELECOM employee, agent, joint venturer, or representative is authorized to provide any such warranty.

The Client expressly acknowledges and agrees that telecommunications networks are partly provided by ONOFF TELECOM’s partners and may experience outages, interruptions, or interceptions.

ONOFF TELECOM shall not be liable for such disruptions.

Moreover, ONOFF TELECOM shall not be held responsible for any content transmitted through telecommunications networks. 


Article 12 – Client’s Obligations and Liability

12.1 Use of Services

The Client agrees to use the Services in accordance with these General Conditions and with any instructions communicated by ONOFF TELECOM, its support team, or its Customer Care.

The Service is intended for personal and reasonable use, such as browsing the Internet, sending and receiving emails, downloading and uploading applications or content, and using third-party applications, without causing abnormal or excessive network congestion.

12.2 Use of the eSIM Card

The Client is authorized to use the eSIM only within the smartphone device for which it was provided or intended.

The eSIM remains the exclusive property of ONOFF TELECOM, which grants custody of it to the Client.

The Client agrees to declare their country of residence at account creation and must not lend the eSIM or their smartphone to another person; otherwise, they do so under their own responsibility.

Most eSIMs do not have a PIN code. The Client is solely responsible for controlling access to the eSIM.

The Client bears full responsibility for all fees arising from the use of the Services, whether the usage was authorized by them or not, except if they report loss or theft of the device to Customer Care and file a police report.

ONOFF TELECOM is not liable for any fraudulent use of the eSIM.

12.3 Restrictions on Use

The Client is prohibited from any unlawful, abusive, or fraudulent use of the Services, including :

  • Actions disrupting access to the Service or compromising the security, stability, or quality of the network;
  • Attempts to bypass payment obligations;
  • More generally, any action that could harm the Services, the Website, ONOFF TELECOM, other clients, or third-party rights.

In the event of proven or probable breach of these obligations, ONOFF TELECOM may suspend, restrict, or terminate the Client’s access to the Services and their Account without notice, and without refund or compensation.

12.4 Suspension Rights

ONOFF TELECOM also reserves the right, at its sole discretion and for legitimate reasons, to suspend access to the Services or to refuse any Data Package subscription.

Service suspension or termination may occur without notice in cases including but not limited to:

  • When required by a governmental, administrative, or judicial authority;
  • Due to legal or regulatory requirements;
  • For upgrades, maintenance, or operational/security reasons;
  • Upon detection of fraudulent or unusual eSIM or Service use;
  • If the eSIM is lost, damaged, or stolen;
  • If the use of the Services or device interferes with the proper functioning of the network;
  • If the Client has not used the Services for a prolonged period.

ONOFF TELECOM will endeavor to notify the Client beforehand when possible but is not obliged to do so.

The Client shall not be entitled to any refund or compensation in these cases. 


Article 13 – Support - Customer Care

The Support - Customer Care service is accessible by email at: travel-support@onoffapp.com

Support is available only during working days and hours in Metropolitan France.

The Service is provided "as is," and ONOFF TELECOM employees use their best efforts to resolve any problems encountered by the Client.

Indicative response times :

  • Response to a ticket: between 30 minutes and 24 hours depending on the issue;
  • Ticket resolution: up to 48 hours depending on the problem.

These times apply only during business hours in France (Monday to Friday, 9:00a.m. to 6:00 p.m.).

ONOFF TELECOM may also offer a ChatBot accessible via the Application or Website.

Neither the Support team nor the ChatBot can be held responsible for any direct or indirect damages resulting from advice or recommendations provided.


Article 14 – Compliance with Local Regulations

The Client agrees to comply with all applicable local laws and regulations, including but not limited to the requirements regarding mobile device registration and telecommunication services usage.

The Client bears full responsibility for complying with local laws and regulations and cannot claim any refund in case of non-compliance.

Specifically, the Client acknowledges that in certain countries (for example, but not limited to Tunisia or Colombia), it is mandatory to register their mobile phone's IMEI number in the national IMEI database.

The Client assumes full responsibility for such obligations.

ONOFF TELECOM shall not be held liable for any damages resulting from the Client’s failure to comply with local regulations.


Article 15 – Force Majeure

ONOFF TELECOM shall not be held liable for any failure or delay in performance resulting from a force majeure event, including but not limited to : 

  • Natural disasters,
  • Severe weather conditions,
  • Fires,
  • Floods,
  • Acts of terrorism,
  • Strikes,
  • Failures or malfunctions of telecommunication networks or service providers.
  • Such events constitute force majeure as recognized under applicable law. 


Article 16 – Personal Data Protection

ONOFF TELECOM is responsible for the data collected and retained to provide its Services.

Its Privacy Policy, which must be accepted unreservedly by the User, is available at : https://en.travel.onoff.app/privacy-policy

Personal Data is processed to ensure the proper functioning of the Application, including : 

  • Account and number management,
  • Service personalization,
  • Transaction processing,
  • Customer assistance,
  • Updates,
  • Surveys,
  • Legal compliance.

Data retention complies with the durations specified in the Privacy Policy.

ONOFF TELECOM may share Personal Data with service providers acting on its behalf, in compliance with the GDPR (General Data Protection Regulation).

The User, when collecting data through the Application, must also comply with applicable data protection laws.

The User has rights of access, rectification, erasure, restriction, and opposition to their Personal Data, exercisable by emailing travel-support@onoffapp.com or by post at :
ONOFF TELECOM
26 boulevard de Bonne Nouvelle 75010 Paris, France 


Article 17 – Governing Law – Dispute Resolution

The General Conditions are governed by French law.

Any complaint must first be addressed to the Customer Support via the website or by email at travel-support@onoffapp.com before taking any legal action.

ONOFF TELECOM undertakes to respond within 30 working days.

In case of a dispute, the parties will seek an amicable resolution.

Clients in France may also refer to the Mediator of Electronic Communications (www.mediateur-telecom.fr) free of charge.

If no agreement is reached within 30 days, any disputes related to the Contract shall fall under the exclusive jurisdiction of the courts within the jurisdiction of the Court of Appeal of Paris, including in cases of emergency or multiple defendants.

These General Conditions are drafted in both French and English; in the event of discrepancies, the French version shall prevail.

FR | EN