Version of 7 November 2026. This is a translation: the French version prevails, within the mandatory rules of your country of residence.
Article 1. The seller
Terudo eSIMs are sold by Mazlo SAS, a French simplified joint-stock company with a share capital of €500, registered in Bordeaux under number 930 227 665, with its registered office at 82 rue Pierre Lalumière, 33320 Eysines, France. VAT number: FR88930227665.
Contact: [email protected].
In these terms, "Terudo" means Mazlo SAS and "you" means the customer.
Article 2. Scope
These terms apply to any order placed by a consumer on a Terudo shop, including a shop in the colours of a travel agency, or through a payment link sent by an agency.
You accept them when you order. The version that applies is the one in force on that date. It stays available from the delivery email. Terudo may change these terms for future orders. A change does not apply to an order already placed.
Article 3. The product
A Terudo eSIM is a digital SIM card that gives access to mobile internet in the chosen country or area, for the data volume and duration shown when you order.
It includes no phone number, calls or SMS. It cannot reach emergency services. Your usual number stays on your SIM card.
The service runs through local partner operators. Speed and coverage depend on their network, your location, network load and your phone. They can vary. No minimum speed or coverage at every point of a territory is promised.
An operator may apply its own network management or fair use policy, including a speed reduction. Terudo may change partner operator, provided your plan keeps the volume, duration and area you bought.
Article 4. Compatibility
Your phone must support eSIMs and must not be locked by an operator. It is up to you to check this before ordering. The Compatibility page of the shop explains how. These requirements are part of the characteristics of the service.
Article 5. Price
Prices are shown in euros, including all taxes. The price to pay is the one shown when you order, including any discount. Terudo may change its prices at any time for future orders.
If a price is obviously wrong, for example a derisory price, Terudo may cancel the order and refund you in full.
An invoice is available on request at [email protected].
Article 6. Ordering
You must be at least 18. To order, you choose a destination and a plan, enter your email, check the summary, accept these terms and pay.
The contract is concluded once payment is confirmed. Check your email carefully: the eSIM is sent there, and an eSIM sent to the wrong address can be used by someone else.
Terudo may refuse or cancel an order for a legitimate reason: suspected fraud, refused payment, a dispute over a previous order, an unavailable destination or a person under sanctions. Any amount already paid is then refunded.
The records of Terudo and its providers, including order, sending and connection logs, serve as proof of the order, delivery and use, unless proven otherwise.
Article 7. Payment
Payment is made online, by the methods offered when you order. It is handled by Mollie. Terudo has no access to your card details.
If a payment is disputed without valid reason or cancelled, Terudo may suspend the eSIM concerned until the matter is settled and claim the price due.
Article 8. Delivery
The eSIM is sent by email right after payment, with an installation link, a QR code and an activation code. Delivery takes place when it is sent to the address you gave. If you do not receive it, check your spam folder, then write to [email protected].
Article 9. Installation and validity
Install the eSIM before you leave, with an internet connection. Once there, turn it on for mobile data.
In these terms, an eSIM is "installed" once its profile is downloaded to a device, through the QR code, the link or the activation code. It is "used" from its first connection to a mobile network.
The plan period starts at the first connection to the destination network, unless the plan says otherwise. The eSIM must be installed within 180 days of purchase, unless the plan shows a shorter period. After that, it can no longer be used or refunded, subject to your legal rights.
The plan ends when its period ends or when the data is used up, whichever comes first. Remaining data is neither carried over nor refunded, except in the cases set out in articles 11 to 13.
An eSIM installs once, on one device. If you delete it, change phones or lose your phone, it may not be recoverable and the remaining plan is lost. Terudo may offer a solution but does not have to. You are responsible for keeping your QR code and codes safe.
Article 10. Permitted use
The eSIM is for personal use, during a trip, on a smartphone. The following are prohibited:
- use in a router, dongle, connected object or any other device that is not a smartphone;
- intensive, permanent or commercial connection sharing;
- main use in your country of residence, continuous use for more than 90 days in the same country, and any use that replaces a local subscription;
- reselling or providing the connection to third parties;
- automated traffic, continuous background consumption, or any use that disrupts the network;
- any illegal use, and use in a country or by a person under international sanctions.
Article 11. Right of withdrawal
You have 14 days from the conclusion of the contract to withdraw, without giving a reason. To do so, send a clear statement to [email protected] or to the postal address in article 1. You may use the model in the annex, but you do not have to.
If the eSIM has not been installed, the price is refunded in full.
The eSIM is digital content supplied without a physical medium. By ordering, you ask for immediate supply and expressly waive your right of withdrawal once it is installed. Once installed, it can no longer be cancelled.
The refund is made within 14 days of your request, using the payment method of the order.
Article 12. Refund of an eSIM that was not installed
In addition to your legal rights, and as a commercial gesture, Terudo refunds an eSIM that has not been installed, on request at [email protected], within 30 days of purchase. This covers a change of plans as well as an incompatible or locked phone.
An eSIM that has been installed or used is not covered by this article. The eSIM is cancelled when refunded and stops working. Terudo may refuse this refund in case of repeated requests or abuse.
Article 13. Legal guarantee of conformity
Terudo is liable for lack of conformity of the service as provided by law. If the eSIM does not work although your phone is compatible and you are in the covered area, contact us as soon as possible, preferably during your trip, so we can fix the problem.
You agree to cooperate, as far as reasonable, to determine whether the problem comes from your phone or its settings: screenshots, settings checked, information on place and time. Without this cooperation, it may fall to you to prove that the defect existed.
Terudo first tries to restore the service, for example through settings, another network or a replacement eSIM. If this is impossible, if the fix is delayed or if it causes you major inconvenience, you are entitled to a price reduction proportionate to the length and seriousness of the defect. The contract can only be terminated if the defect is not minor.
Normal variation in speed or coverage, an incompatible phone and use contrary to article 10 are not defects of conformity.
Article 14. Liability
Terudo is not liable for a failure attributable to you, the unforeseeable and insurmountable act of a third party, or force majeure. This covers in particular an incompatible phone, use contrary to article 10, a deleted eSIM, or a mistake in the email address.
Compensation covers direct damage foreseeable at the time of ordering, except in case of gross negligence or intent. The eSIM is a connection service: plan a backup for any vital or urgent need during your trip.
Nothing in these terms limits your legal rights as a consumer.
Article 15. Suspension
Terudo or its partner operator may suspend or limit an eSIM in case of use contrary to article 10, fraud, or to protect the network. This may happen without notice if urgency or the protection of the network requires it. We let you know as soon as possible.
If the suspension results from a serious breach on your part, the remaining plan is not refunded. Otherwise, articles 11 to 13 apply.
Article 16. Role of the agency
When you order through a travel agency, or on its shop, Terudo remains your seller. The contract is with Terudo, which collects the payment, delivers the eSIM and handles your requests. The agency receives a commission from Terudo. It has no power to bind Terudo: only these terms and the information shown when you order apply.
The agency sees your order, your email address and the status of your eSIM, including your data usage, in order to assist you.
Article 17. Personal data
Terudo processes your data to perform your order, provide support and meet its legal obligations. The details, including your rights, are in the privacy policy.
Article 18. Complaints and mediation
For any complaint, write to [email protected] with your order email. The details of the competent consumer mediator will be published in this article.
Article 19. Governing law
These terms are governed by French law, without depriving you of the mandatory protection rules of your country of residence. In case of dispute, you may go to the court of your home or any other court competent under the law.
Annex. Model withdrawal form
To Mazlo SAS (Terudo), 82 rue Pierre Lalumière, 33320 Eysines, France, [email protected].
I hereby give notice that I withdraw from my contract for the eSIM below:
- Ordered on:
- Order number or email used:
- Name of consumer:
- Address of consumer:
- Date:
- Signature (only for a paper version):