Terms and Conditions

Welcome to CONNECTIVITY ! These Terms and Conditions govern your use of our services across physical SIM cards, eSIMs, and mobile routers in all supported countries. Please read them carefully.

1. Preamble and Definitions

1.1 Preamble

These Terms and Conditions (“Terms”) govern the purchase, activation, and use of physical SIM cards, eSIM profiles, and mobile routers (“Services”) provided by Connectivity World Global SL (“Company”). They apply to all individuals and entities (“Users”) who access or use our Services in the regions specified herein.
By accessing or using our website or mobile application, you agree to these Terms and all supplemental documents posted therein. If you do not agree, you must immediately cease use. We may update these Terms at any time by posting a revised “Last Updated” date; continued use constitutes acceptance.
By registering for or using our Services, you agree to comply with and be bound by these Terms.

1.2 Definitions

• “Company”: Connectivity World Global SL and its affiliates.
• “User”: Any natural person or legal entity that registers for, orders, or uses the Services.
• “Services”: The provision of physical SIM cards, eSIM profiles, router devices, optical fiber installation, including associated data plans and roaming capabilities.
• “Physical SIM”: A traditional plastic SIM card that must be inserted into a device to access cellular services.
• “eSIM”: An embedded SIM profile that is remotely provisioned and installed on a compatible device without using a physical card.
• “Mobile Router”: A portable Wi‑Fi hotspot device that shares cellular connectivity with multiple devices.
• “Data Plan”: A subscription that grants a User a specified volume of cellular data (measured in GB) and/or time allowance on the mobile network.
• “Roaming”: The ability to use the Data Plan outside the User’s primary network country, subject to partner network availability and roaming charges.
• “Region”: The geographic area in which the Company offers specific Services, as detailed in Section 15 (Country‑Specific Annexes).

2. Purpose of the Agreement

2.1 These Terms establish the rights and obligations between the Company and the User regarding the purchase, activation, and use of the Services described herein.

2.2 The scope of Services—including physical SIM cards, eSIM profiles, fiber routers, and mobile routers—may vary by Region and technology. Users acknowledge that availability, pricing, and applicable charges depend on the User’s selected Service and geographic location.

2.3 By placing an order or activating any Service, the User accepts these Terms and confirms they possess the legal capacity to enter into this Agreement under applicable local law.

2.4 Any additional or conflicting requirements specific to a Region are set forth in Section 15 (Country-Specific Annexes) and supplement these Terms without overriding the general provisions herein.

3. Service Descriptions

Users acknowledge that certain Services are provided via partners or agents and must comply with any additional terms imposed by those partners.

3.1 Physical SIM Cards
Provision of traditional plastic SIM cards for insertion into compatible devices. Includes options for prepaid and postpaid data plans in supported countries.

3.2 eSIM Profiles
Remote provisioning and installation of SIM profiles on eSIM-compatible devices via QR codes or activation links. Available for local and travel plans.

3.3 4G/5G Routers and Mifis
Plug-in or Portable Wi‑Fi devices powered by cellular networks, equipped with physical SIM or built‑in eSIM.

• Supports multiple devices simultaneously for on‑the‑go connectivity.
• Devices may be sold outright or rented with a refundable deposit.
• Available with various data plans (by GB or duration) subject to local network availability.

3.4 Optical Fiber installation
Fiber to the home (FTTH) installation provided by one of our partner Network operator. Service is provided upon a monthly payment purely. 

• Installation and router included
• No length commitment
• Installation within 2-3 working days after coverage check.

4. Ordering and Verification Requirements

We have different procedures depending on the Service:

4.1 Local SIMs/eSIMs and Router Devices

• Users may place an order without creating a traditional web account. To initiate an order, Users must provide:
  • A valid email address for order confirmation and communication.
  • Full legal name.
  • Desired product details (e.g., SIM plan type, router model, rental vs purchase).
• After submission, Users will receive instructions to complete identity verification via our third-party provider (DidIt.me), including a liveness test and document upload:
  • Government-issued photo ID (passport, national ID card, or driver’s license).
  • Real-time facial verification (liveness).
• The Company will process verification and notify the User of approval or rejection. Orders remain pending until verification is successful.

4.2 eSIM Travel Services (App Only)

• For eSIM travel plans purchased through our mobile app, Users must create an in-app account, providing:
  • Email address and secure password.
  • Basic profile information (name, date of birth).
• Identity verification may be required in-app via DidIt.me before eSIM activation.

5. Ordering, Payment, and Activation

5.1 Service Availability by Country/Technology

• * Local SIMs: Available for France, Spain, and the UK.
• * eSIM Local Plans: Available for France, Spain, and the UK (via web).
• * eSIM Travel Plans: Available worldwide via our mobile app.
• * Optical Fiber installation: Available only in Spain, subject to network coverage.
• * Mobile Routers: Available for use and rental only in Spain.

5.2 Pricing, Taxes, and Fees

• For Local SIMs and Local eSIM Plans, prices are displayed in the local currency of the destination country (e.g., EUR in Spain and France, GBP in the UK).
• For all other Services (eSIM Travel Plans, Fiber Routers, Mobile Routers), prices are displayed in EUR.
• VAT (or equivalent sales tax) is applied according to the destination country’s rate for the specific product (e.g., 20% in France, 21% in Spain, 20% in the UK).
• No billing address is required at the time of purchase; the VAT rate is determined by the selected product’s destination country.
• Additional roaming fees may apply when using local plans outside their primary country, billed according to our roaming rate schedule.
• Rental Services incur a refundable deposit, charged upfront and refunded upon return of the device in satisfactory condition.

5.3 Delivery and Download

• Local SIMs:
  • Physical SIM cards alone are not shipped directly to Users. Instead, Users collect their SIM from one of our authorized partner locations in the destination country.
• Routers (Fiber and Mobile):
  • Routers are shipped from our Barcelona office either to our partner network for local pickup or directly to the User’s provided shipping address.
  • Shipping options and estimated delivery times will be communicated during order confirmation.
• eSIM Profiles:
  • Upon successful order and verification, Users receive a QR code or activation link by email or within the app (for travel plans).
  • Installation instructions are provided for common device types (iOS, Android).

5.4 Shipping Options and Delivery

• Standard shipping options and estimated delivery times apply. Additional delivery details and confirmation will be communicated to the User via email after purchase.

5.5 Activation Process

• Physical SIMs:
  • Insert the SIM into a compatible device and follow on-screen prompts.
  • Activation may require connecting to Wi-Fi to register with our provisioning servers.
• eSIM Profiles:
  • By ordering an eSIM, the User confirms they have an unlocked, eSIM-compatible device.
  • Scan the provided QR code or use the activation link within device settings to install the eSIM.
  • Once installed, the eSIM profile remains on your device after plan expiration; we recommend not removing it until you no longer intend to use that profile.
  • Follow any in-app guidance (for travel eSIMs) to complete activation.

6. Term, Renewal, and Termination. Term, Renewal, and Termination

6.1 Plan Validity Period
Each Service is offered for a specified validity period as indicated in the User’s purchase confirmation (e.g., 1 day, 7 days, 30 days). The Service expires at 23:59 UTC on the final day of the validity period unless renewed.

6.2 Early Termination and Cancellation

• Local SIMs and eSIM Local Plans: These plans do not automatically renew and cannot be cancelled once activated.
• eSIM Travel Plans: All travel eSIM purchases are final; no cancellations or refunds after purchase, as plans have fixed expiry dates and data allowances.
• Router Rentals: Rental periods correspond to the validity of the SIM plan shipped with the device. Users must return the rented router within 30 days of the SIM plan’s expiration.
• Deposit Forfeiture: If the router is not returned within this 30-day window, the deposit will be forfeited and converted to an invoice.

6.3 Effects of Early Termination

• No refunds will be issued for unused data or unused rental time, except where mandated by local consumer protection law.
• For rented routers, failure to return the device as specified in Section 6.2 results in forfeiture of the deposit and may incur daily rental fees until return.

7. User Obligations and Acceptable Use

7.1 Personal vs Professional Use

• Services are intended for either personal or professional use as specified at the time of purchase.
• Commercial resale or marketing of connectivity services is prohibited without a separate reseller agreement.

7.2 Compliance with Local Laws

• Users must comply with all applicable laws and regulations in each jurisdiction where the Services are used, including telecom, data protection, and content laws.
• Users are prohibited from using the Services to access, view, or distribute illegal or infringing content.

7.3 Prohibited Uses

• Illegal activities (e.g., hacking, phishing, spamming, distribution of malware).
• Network abuse, including but not limited to excessive bandwidth consumption, network probing, or denial-of-service attacks.
• Unauthorized tethering or redistribution of connectivity outside the intended device or permitted users.
• Misuse of any promotional programs (credits, referrals, coupons). The Company may suspend Services and seek damages for any abuse of promotional offerings.

7.4 Data Privacy and GDPR Compliance Data Privacy and GDPR Compliance**

• Users must ensure the security of their devices, credentials, and any personal data stored or transmitted using the Services.
• Personal data collected during verification or account creation is processed in accordance with our Privacy Policy and applicable data protection laws (e.g., GDPR for EU residents).

7.5 Additional Obligations for Local SIMs and eSIM Local Plans

7.5.1 The User shall:

• (a) not use SIM Cards, eSIMs, or the Services for machine-to-machine transmission, Internet of Things-based services, or in a router or other aggregation device (except personal device tethering for a tablet or laptop);
• (b) not use the Services for any immoral, improper, obscene, defamatory, harmful, offensive, or otherwise unlawful purpose;
• (c) not use the Services knowingly in any way that may infringe any Intellectual Property Rights;
• (d) not use the Services in any manner that constitutes Artificial Intelligence Training (AIT); and
• (e) only use the Services in accordance with the Company’s Acceptable Use Policy.

7.5.2 The User shall ensure that any end users to whom they provide connectivity comply with clauses 7.5.1(a)–(e).

7.5.3 The User acknowledges and agrees that the Services may be varied (including by decommissioning any aspect of the Services) upon one month’s written notice. If a variation is required by a competent authority, the Company may vary without notice but will use reasonable endeavours to provide as much notice as practicable.

8. Company’s Responsibilities and Limitations

8.1 Service Level and Availability

• The Company will use reasonable efforts to ensure continuous network access but does not guarantee uninterrupted service.
• Service availability depends on partner network coverage and external factors beyond the Company’s control (e.g., weather, infrastructure outages).

8.2 Technical Limitations and Suspension Rights

• Speeds, latency, and data throughput are subject to network congestion, device capabilities, and geographic factors.
• The Company reserves the right to suspend or degrade service for maintenance, emergency repairs, to comply with legal or regulatory requirements, or immediately upon User breach of these Terms.
• Users remain liable for all charges accrued during any suspension period, and the Company may seek any available legal or equitable remedies for damages.

8.3 Support and Maintenance

• Technical support is available via:
  • Email: info@connectivity.es
  • WhatsApp: +34 623 311 480
  • Live chat on our website
• Support hours: Monday–Friday, 9:00–18:00 CET.
• The Company will respond to all inquiries within 48 hours.
• Maintenance windows may be scheduled with prior notice where practicable.

9. Returns, Exchanges, and Refunds. Returns, Exchanges, and Refunds

9.1 Unactivated SIM Cards and eSIM Local Plans

• Users may return unactivated physical SIMs or cancel unactivated local eSIM plans within 14 days of collection or issuance for a full refund, provided the seal/QR code is unopened.
• To initiate a return, Users must contact info@connectivity.es and ship the SIM (at their own cost) to our Barcelona office or designated partner location.

9.2 Withdrawal Rights and Exceptions

• In accordance with EU consumer protection law, Users have a 14-day withdrawal right for physical products and digital goods not yet activated.
• This right does not apply to activated SIMs, eSIM profiles that have been installed, or travel eSIM plans once purchased, due to immediate provisioning upon activation.

9.3 Exchanges and Router Returns

• Faulty routers may be exchanged or repaired under warranty if reported within 30 days of delivery.
• Rental routers must be returned within 30 days of the SIM plan’s expiration to receive the refundable deposit. Late returns incur forfeiture of the deposit and additional daily rental fees.

9.4 Refund Procedure

• Approved refunds will be processed within 14 business days to the original payment method.
• For questions or assistance, Users should contact info@connectivity.es.

10. Privacy and Data Protection

10.1 Purpose of Data Processing

• To verify User identity and comply with KYC/AML requirements.
• To provision and manage Services (SIMs, eSIM profiles, router rentals).
• To communicate order confirmations, support messages, and service notices.

10.2 Data Retention Periods

• Personal identification and verification data are retained for the period required by applicable telecom and anti-money laundering laws (typically up to 5 years from service termination).
• Transactional records (orders, payments) are retained for accounting and tax compliance (minimum 6 years).

10.3 User Rights (Access, Correction, Deletion)

• Users may exercise their rights under applicable data protection laws, including:
  • Access: Request a copy of personal data held by the Company.
  • Correction: Request correction of inaccurate or incomplete data.
  • Deletion: Request erasure of personal data where no longer needed or where processing lacks legal basis.
  • Restriction or Objection: Request limitation or object to certain processing activities.
• To submit a request, contact our Data Protection Officer at info@connectivity.es.

10.4 Third-Party Processors and Transfers

• The Company uses third-party processors (e.g., DidIt.me for identity verification, shipping partners, payment gateways) bound by data processing agreements.
• Personal data transfers outside the European Economic Area are conducted under Standard Contractual Clauses or other lawful transfer mechanisms.

11. Intellectual Property

11.1 Ownership
All intellectual property rights, including patents, copyrights, trademarks, service marks, trade secrets, and database rights, in and to the Services, website, mobile app, documentation, and any company branding (collectively, “Company IP”) are owned by Connectivity World Global SL or its licensors.

11.2 Limited License
Subject to these Terms, the Company grants the User a limited, non-exclusive, non-transferable, revocable license to use Company IP solely for accessing and using the Services in accordance with these Terms.

11.3 Restrictions
The User shall not, and shall not permit any third party to:

• Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code of any software component of the Services.
• Copy, modify, reproduce, distribute, publicly display, or create derivative works of Company IP, except as expressly permitted by these Terms.
• Remove or alter any proprietary notices or labels on Company IP.

11.4 Feedback
Any suggestions, enhancement requests, feedback, or recommendations (collectively, “Feedback”) provided by the User regarding the Services shall be the sole and exclusive property of the Company, and the Company shall be free to use, disclose, reproduce, license, or otherwise distribute and exploit such Feedback without restriction or compensation to the User.

12. Force Majeure

12.1 Neither the Company nor the User shall be liable for any failure or delay in performing their obligations under these Terms to the extent that such failure or delay is caused by an event beyond their reasonable control, including but not limited to natural disasters, acts of war, terrorism, civil unrest, government actions, strikes, pandemics, or network failures outside the Company’s direct control.

12.2 The affected party shall notify the other party in writing as soon as reasonably practicable of the nature and expected duration of the force majeure event.

12.3 The impacted party shall use reasonable efforts to mitigate the effects of the force majeure event and resume performance as soon as practicable.

13. Governing Law and Dispute Resolution

13.1 Choice of Law
These Terms shall be governed by and construed in accordance with the laws of Spain, without regard to its conflict of laws principles.

13.2 Dispute Resolution

• In the event of any dispute, controversy, or claim arising out of or relating to these Terms, the parties agree to seek an amicable resolution through good-faith negotiations.
• If the parties cannot resolve the dispute within thirty (30) days of written notice, the dispute shall be submitted to the exclusive jurisdiction of the courts of Barcelona, Spain.

14. Miscellaneous

14.1 Notices and Communications
All notices, requests, consents, claims, demands, waivers, and other communications hereunder must be in writing and sent to the Company at info@connectivity.es or to the User’s email provided at the time of order. Notices are deemed given on the date sent, unless a later date is specified in the communication.

14.2 Assignment
The User may not assign or transfer any of its rights or obligations under these Terms without the prior written consent of the Company. The Company may assign or transfer its rights and obligations without restriction in connection with a merger, acquisition, or sale of substantially all of its assets.

14.3 Amendment
The Company may amend these Terms from time to time by posting the updated Terms on its website or providing notice via email. Amendments take effect on the date specified in the updated Terms. Continued use of the Services after that date constitutes acceptance of the amended Terms.

14.4 SeverabilityIf any provision of these Terms is held to be invalid, illegal, or unenforceable, the remaining provisions will continue in full force and effect to the maximum extent permitted by law.

14.5 Waiver
No waiver by either party of any breach or default hereunder will be deemed a waiver of any subsequent breach or default. Waivers must be in writing to be effective.

15. Country-Specific Annexes

To the extent there are country-specific regulations, fees, and processes, the following annexes apply and supplement these Terms for Services in each jurisdiction.

Annex A: Spain

• Local SIMs & eSIM Local Plans: Comply with Spanish telecom regulations (Ley General de Telecomunicaciones).
• VAT Rate: 21%.
• SIM Collection: You can collect a physical SIM through our network of partners; please send us an inquiry to info@connectivity.es to receive the list of partners in your area.
• Partner Network: MasOrange.

Annex B: France

• Local SIMs & eSIM Local Plans: Comply with ARCEP rules on SIM registration and data retention.
• VAT Rate: 20%.
• SIM Collection: You can collect a physical SIM through our network of partners; please send us an inquiry to info@connectivity.es to receive the list of partners in your area.
• Partner Network: SFR.

Annex C: United Kingdom

• Local SIMs & eSIM Local Plans: Comply with Ofcom SIM registration requirements.
• VAT Rate: 20%.
• SIM Collection: You can collect a physical SIM through our network of partners; please send us an inquiry to info@connectivity.es to receive the list of partners in your area.
• Partner Network: Vodafone UK.

Annex D: Travel eSIM Plans (Global)

• Service Provisioning: Subject to local network operator agreements; no country-specific VAT charged (priced in EUR).
• Data Privacy: Data processing under GDPR for EU residents; comply with local data regulations where required.

Consumer Rights: No withdrawal right after activation due to immediate provisioning.