Terms & Conditions
VALIDITY OF GENERAL TERMS AND CONDITIONS
The following terms and conditions shall apply to all services rendered by Bikago Pte Ltd, hereafter referred to as Bikago Mobile, in connection with the prepaid eSIM and SIM card reselling activity.
The following terms and conditions are provided on the website bikago.com/mobile/terms-conditions. .
Bikago Mobile may accept variant clauses only in the case of an explicit written agreement.
DESCRIPTION OF SERVICES
2.1. eSIM and SIM card RESELLING
Bikago Mobile resells prepaid eSIMs and SIM cards. The customer registers and buys its eSIMs and SIM cards on bikago.com/mobile website and/or Bikago Mobile App, or via partner channels. Our payments are handled by Stripe.
2.2. REGISTRATION FOR USING BIKAGO MOBILE SERVICES
The customer must accept the general terms and conditions to use BIKAGO MOBILE services. The client gives directly, or by the intermediary of the service provider (Hotel, Travel Agency…), on the web browser under bikago.com/mobile the following information: First Name, Last Name, Email address and Whatsapp mobile number.
2.3. BIKAGO MOBILE ENGAGEMENTS
BIKAGO MOBILE shall use reasonable endeavours to provide Customer quality of service. However, BIKAGO MOBILE does not guarantee that the service will not be interrupted, furnished on due time, safe or fault-free.
2.4. CUSTOMER ENGAGEMENTS
In using the Equipment or Services provided by BIKAGO MOBILE, the Customer must not engage in any action: that is abusive, illegal, or fraudulent; that causes the Network to be impaired or damaged; When the Customer is in breach of its obligations under this Sec. 2.4, BIKAGO MOBILE may suspend the Customer’s use of the Service. BIKAGO MOBILE will notify the Customer as soon as reasonably practicable of the suspension. During any period of suspension, the Customer shall continue to pay all Charges due under this Agreement in respect of the suspended Services.
2.5. DEVICE COMPATIBILITY
It is the customer’s responsibility to ensure that the device is eSIM compatible and/or network-unlocked. By checking “I have an eSIM compatible and network-unlocked device” for proceeding with the purchase, the customer is held responsible for this information. As device compatibility may depend on the carrier and country of origin, the customer must check the list of eSIM compatible devices provided at the checkout. The eSIM compatibility list is not exhaustive, meaning that there might be newly announced eSIM compatible devices that have not yet been added.
START, DURATION, AND TERMINATION OF THE CONTRACT
The service contract between BIKAGO MOBILE and the customer starts upon completing an order at BIKAGO MOBILE’s website https://BikagoMobile.com or via app. The Activation of the eSIM and acknowledgment of the Activation Policy is the Customer’s responsibility. The contract will be terminated in case the customer does not have an active data package or has deleted the eSIM from the device. A data package which has already been started can not be transferred to another eSIM or SIM card.
CHARGES AND PAYMENT
4.1. PAYMENT CONDITIONS
The payment of BIKAGO MOBILE services is made by Credit Card, Google Pay, and Apple Pay. The currency of payment is US Dollars($), EURO (€), Indonesian Rupiah (IDR), Australian Dollars (A$) Singapore Dollars (S$), Malaysian Ringgit (MYR), United Arab Emirates dirham (AED د.إ), Canadian Dollars (C$), Swiss Franc (CHF), Danish Krona (DKK), Pound Sterling (£) , Hong Kong Dollar (HK$), Indian Rupee ( INR ₹), Norwegian Krona (NOK Kr), New Zealand Dollar (NZ$), Poland Zloty (PLN zł) and Swedish Krona (SEK kr). The credit card transaction will be processed and secured Stripe.
4.2. CHARGES FOR USE
4.2.1. BIKAGO MOBILE states all Charges inclusive of VAT, unless specified otherwise.
4.2.2. The customer shall not be entitled to set off any of its claims against claims of BIKAGO MOBILE, except where the customer’s claims are undisputed or have been confirmed by final court judgment.
The customer will immediately received an eSIM ordered via e-mail. The customer will receive a confirmation email after the purchase. All the information for installing the eSIM will be available in the e-mail and on the Bikago Mobile website. SIM cards can be collected at the airport, delivered via courier (Grab) or collected at one of Bikago shops around Bali.
REFUND / CANCELLATION / MODIFICATION POLICY
The customer has the right to ask for a refund or a change if the eSIM or SIM card can not be installed and used due to a technical problem originating from BIKAGO MOBILE.
6.1. REFUNDS AND CANCELLATION
6.1.1. POLICIES AND GUIDELINES
6.1.2. A refund request can be made within thirty (30) days from the date of purchase when the activation is no longer possible following extensive troubleshooting.
6.1.3. If the eSIM or SIM card is already in use and an issue arises that originates from Bikago Mobile that cannot be resolved within a timely manner, a refund can be issued for the remaining data.
6.1.4. Cooperation of the customer to resolve the issue promptly is extremely necessary as otherwise, the refund may not be granted.
6.1.5. Each data package has its own validity period. No refunds of any form will be offered for the remaining data when the validity period expires.
6.1.6. Compensation: No refunds or remuneration of any kind will be issued due to charges from alternate phones, alternate SIM cards, hotel phones, or other charges that are not directly linked to the customer’s Bikago Mobile eSIM account. (See section 7. LIABILITY AND WARRANTY in our Terms and Conditions)
6.1.7. Fraudulent purchases: Bikago Mobile reserves the right to refuse any form of refund if there is any evidence of abuse, violation of our terms and conditions, or any fraudulent activities that are connected with using Bikago Mobile products and services.
220.127.116.11.Unauthorized purchases: The case will be subject to investigation and approval before processing any refund. Bikago Mobile reserves the right to suspend any account associated with any form of fraudulent activity.
6.1.8. Accidental purchases: Once customers install the eSIM or SIM card and it’s activated on an Indonesian network, it will be considered as used. No refunds of any form will be offered.
6.1.9. Incorrect charges: If the customer reasonably and in good faith disputes an invoice or part of it, the Customer shall notify Bikago Mobile of such dispute within 12 days of receipt of the invoice, providing details of why the invoiced amount is incorrect and, if possible, how much the customer considers is due. (See details in section 4.2 CHARGES FOR USE under Terms and Conditions)
6.1.10. If customers orders an eSIM, it should check it’s phone compatibility first. If the phone is not compatible with eSIM we will replace to a physical SIM card with collection at the airport or at one of our stores. A refund of 90% of the purchase price can be given as well if the phone is not compatible for eSIM or not carrier unlocked.
6.1.11. 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.
6.1.13. REFUND PROCESS
To request a refund, contact Bikago Mobile support team via the Whatsapp button on the website (or click here), or send a message to [email protected]. Please be aware that our 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. Please refer to section 6.1.2 in this same document for refunds related to technical issues. Customers will have the option to credit back through their original payment method (credit card or other payment options offered trough Stripe).
Refund to the original method: Once a refund is approved and issued, it can take 5-10 business days to appear on the statement depending on the bank.
The eSIM or SIM card data packages from Bikago Mobile are offered as-is and no further modifications or customization can be made based on individual requests once purchased.
LIABILITY AND WARRANTY
BIKAGO MOBILE is not responsible for detriments arising as a result, that the proposed service is not or not constantly available. BIKAGO MOBILE provides no guarantee of constant availability of the network service. For any requests Whatsapp us (click here) or sent an e-mail to [email protected] .