Version 1.0 • Effective date: [INSERT DATE]
These Terms govern access to the Voya platform and the purchase, distribution and use of eSIM connectivity products and related support.
1. About Voya and Scope
These Terms and Conditions (“Terms”) govern access to the Voya website, online marketplace, applications, partner registration pages, partner portal and related digital services (together, the “Platform”), and the purchase, distribution and use of electronic SIM (“eSIM”) connectivity products and related support (the “Services”). The Platform is operated by VoyaRoam, a company registered in Egypt. These Terms apply to visitors, customers, applicants and approved business partners, as relevant.
2. Acceptance and Eligibility
By accessing the Platform, creating an account, purchasing a product or submitting a partner application, you acknowledge that you have read and agree to these Terms and the applicable Privacy Policy, Cookie Policy and any product-specific terms shown before checkout. You must be legally capable of entering a binding agreement. If acting for a business, you represent that you are authorised to bind that business. If you do not agree, do not use the Platform or Services.
3. Nature of the Services
Voya offers digital eSIM plans that may provide mobile data connectivity in specified countries or regions through third-party telecommunications operators and connectivity suppliers. Availability, coverage, speed, supported networks, fair-use restrictions, plan validity and activation conditions depend on the selected plan and the underlying operator. An eSIM is not necessarily a voice or SMS service. Voya does not represent that every plan will work on every device or at every location.
4. Device Compatibility and Activation
You are responsible for confirming that your device supports eSIM, is network-unlocked where required, and is compatible with the purchased plan. Installation may require an internet connection. Activation, validity commencement, data allowances, hotspot availability and reuse limitations vary by plan and are disclosed in the relevant product details. Incorrect installation, deleting a non-reinstallable eSIM, or using an incompatible device may prevent use. Contact support before removing an eSIM if you encounter difficulties.
5. Orders, Pricing and Payment
Prices, currencies, applicable taxes and payment methods are displayed at checkout. Orders are subject to successful payment and fraud screening. A confirmation or QR code may be delivered electronically. Voya may decline or cancel an order where payment fails, suspected fraud exists, pricing is materially erroneous or fulfilment is unavailable; any captured payment for a cancelled unfulfilled order will be refunded through the applicable payment channel. Your card issuer or payment provider may apply additional conversion or processing charges outside Voya’s control.
6. Refunds and Service Issues
Refund eligibility depends on the specific plan, whether the eSIM has been delivered, installed, activated or used, and applicable mandatory consumer law. Where a plan cannot be delivered or materially fails due to a verified issue attributable to Voya or its supplier, Voya will assess an appropriate remedy, which may include troubleshooting, replacement, credit or refund as required by law. Change-of-mind refunds for delivered digital products may be restricted where legally permitted and clearly disclosed before purchase. Submit requests to info@voyaroam.com with order ID, device model, screenshots and relevant diagnostics. Nothing in these Terms limits non-waivable statutory rights.
7. Accounts and Security
You must provide accurate account information, protect credentials and notify Voya promptly of suspected unauthorised access. You are responsible for activity conducted using your credentials except to the extent caused by Voya’s breach or otherwise prohibited by law. We may require identity verification or additional security checks. We may suspend access to protect users, prevent fraud or comply with legal requirements.
8. Acceptable Use
You must not use the Platform or Services for unlawful activity, fraudulent purchases, resale without authorisation, abusive automated access, infringement of third-party rights, interference with networks or security systems, or any activity prohibited by the applicable network operator or local law. We may restrict or suspend Services where reasonably necessary to address abuse, security incidents or regulatory obligations, subject to applicable law.
9. Availability and Third-Party Networks
Connectivity depends on third-party infrastructure, roaming arrangements, local restrictions, congestion, maintenance, device settings and circumstances outside Voya’s reasonable control. Coverage maps and performance descriptions are indicative, not guarantees. We may change suppliers or network routing without materially reducing the purchased service, where permitted. Emergency calling may not be available through data-only eSIM plans; users should maintain an alternative means of contacting emergency services.
10. Intellectual Property
The Voya name, logos, content, software, visual design, databases and other Platform materials are owned by Voya or licensed to it and protected by applicable intellectual property laws. You receive a limited, revocable, non-exclusive permission to use the Platform for its intended purposes. You may not reproduce, scrape, redistribute or exploit protected materials without written authorisation, except as allowed by law.
12. Communications
We may send transactional emails, verification codes, order confirmations, security alerts and important service notices. Marketing communications are subject to applicable consent and opt-out rules. You are responsible for keeping your contact details current.
13. Suspension and Termination
We may suspend or terminate accounts for material breach, fraud, security risk, legal prohibition or prolonged inactivity where reasonably justified. Where practicable and legally appropriate, we will provide notice and an opportunity to remedy a breach. Termination does not extinguish accrued payment obligations, valid claims or provisions intended to survive termination.
14. Disclaimers and Liability
To the extent permitted by applicable law, the Platform is provided on an “as available” basis and Voya does not guarantee uninterrupted or error-free access or specific network speeds. Neither party excludes liability that cannot lawfully be excluded, including fraud, wilful misconduct or mandatory consumer protections. Subject to those exceptions, neither party is liable for remote or unforeseeable indirect losses. Any agreed liability cap for business partners must be stated in the signed partner agreement; no arbitrary universal monetary cap is imposed by this page.
15. Changes to Terms
We may update these Terms to reflect legal, operational or product changes. The updated version will display a new effective date. Where required by law or where changes materially affect existing contractual rights, we will provide appropriate advance notice and obtain consent if necessary. Changes will not retroactively remove accrued statutory rights.
16. Governing Law and Disputes
These Terms are governed by the laws of the United Arab Emirates and, where applicable, the laws of [RELEVANT EMIRATE], without prejudice to mandatory consumer protections that apply to users elsewhere. Subject to mandatory jurisdiction rules, disputes will be submitted to the competent courts of [EMIRATE]. Business partner agreements may specify a different agreed dispute-resolution mechanism.
17. Contact and Notices
For service enquiries: support@voyaroam.com. For legal notices: info@voyaroam.com. Business address: 11 Haneen BN Eshak Streen, Nasr city, Cairo, Egypt. We recommend including the registered legal entity, trade licence number and accessible customer-support channels on the published page.
PART B — PARTNER PROGRAM TERMS
The following additional terms apply to organisations applying to or participating in the Voya Partner Program. Where a separately executed Partner Agreement or Order Form conflicts with these public Partner Terms, the signed agreement prevails for that partner, except where prohibited by law.
18. Application and Approval
Applicants must submit accurate contact, company, industry, operating-country, website (if any), customer-volume and customer-profile information. Submission does not create a partnership or guarantee approval. Voya may request corporate documents, beneficial-ownership information, tax details and other due-diligence materials before granting access. Voya may reject an application on legitimate commercial, compliance or risk grounds.
19. Partner Models
Voya may approve partners under a commission-based distribution model or a wholesale/reseller model. The applicable model, products, territory, approved rate and other commercial parameters will be recorded in the Partner Portal, approved price schedule or written agreement. Partners must not describe themselves as Voya’s agents or representatives unless expressly authorised in writing.
20. Partner Rate and Checkout Deduction
Eligible partners may receive a percentage-based commercial deduction of up to 20% from the eligible gross order value. “Up to 20%” is a maximum promotional statement, not a guaranteed rate; the actual rate is individually approved and may vary by partner, plan, destination or campaign. The approved deduction is applied immediately at checkout, reducing the amount payable to Voya. Example: an eligible order with a gross value of USD 1,000 and an approved 20% rate receives a USD 200 deduction; the partner pays USD 800 at checkout. This deduction is not a separate post-sale commission payout. Tax treatment and the order-value basis for the deduction must be displayed on the invoice or commercial schedule.
21. Wholesale Payment Terms
Wholesale partners purchase eSIMs on a pay-per-order basis. Orders must be paid at checkout through supported methods unless a separate written agreement expressly provides otherwise. The public program does not include a prepaid wallet, credit facility or postpaid settlement by default. Order fulfilment may be held pending payment confirmation or compliance review.
22. Distribution and End-Customer Responsibilities
Partners are responsible for their own customer-facing pricing, disclosures, customer consent, lawful marketing, support commitments and compliance with consumer, privacy, advertising and tax laws in their territories. Partners must accurately describe plan coverage, validity, activation conditions and limitations, and must not make promises inconsistent with Voya’s product descriptions. Responsibility for end-customer support, returns and escalation should be allocated in the Partner Agreement.
23. Brand Use and Marketing
Use of Voya trademarks, logos, marketing assets or claims requires compliance with Voya’s brand guidelines and any prior approvals specified in the Partner Agreement. Partners must not misrepresent their relationship with Voya, guarantee uninterrupted coverage or advertise a 20% rate as universally available. Voya may request removal of misleading or non-compliant materials.
24. Partner Data and Confidentiality
Each party must protect non-public pricing, customer information, business plans, credentials and technical documentation received from the other party. Customer and personal data may only be processed for authorised purposes under applicable data protection laws and any required data processing agreement. Access to the Partner Portal is limited to authorised personnel; partners must promptly report suspected compromise or data incidents.
25. Orders, Adjustments and Refunds
Partner orders, discounts, taxes and payments will be recorded in the Partner Portal or order confirmation. Where an eligible order is cancelled or refunded, Voya will calculate any refund based on the amount actually paid by the partner and the applicable plan-specific refund rules, unless law or a signed agreement requires otherwise. Duplicate orders, disputed payments and chargebacks may be investigated, and fraudulent activity may lead to suspension.
26. Compliance and Restricted Conduct
Partners must comply with applicable trade, sanctions, anti-bribery, anti-money laundering, telecommunications, consumer-protection and data-protection laws. Partners must not engage in fraudulent account creation, artificial transactions, unauthorised resale channels, deceptive advertising or circumvention of plan restrictions. Voya may request reasonable compliance information and suspend transactions where required by law or proportionate risk controls.
27. Partner Term, Rate Changes and Exit
Partnership access begins only after Voya approval and acceptance of applicable commercial terms. Voya may change future order rates or eligibility by providing notice in accordance with the Partner Agreement; changes do not alter completed orders retrospectively. Either party may end the relationship under the agreed notice and termination provisions. Existing paid orders, confidentiality, payment reconciliations, data obligations and outstanding disputes remain subject to their applicable terms.
28. Order of Precedence
For partners, documents apply in this order in the event of conflict: (1) signed Partner Agreement and signed amendments; (2) agreed Order Form or commercial schedule; (3) these Partner Program Terms; (4) General Terms; and (5) product-specific descriptions, except where a mandatory legal rule or explicit signed clause requires otherwise.
PART C — APPLICATION CONSENT TEXT
Use the following text beside the Partner Up registration form. Separate the mandatory contractual checkbox from optional marketing consent.
Mandatory Checkbox
“I confirm that I am authorised to submit this application on behalf of my company and that the information provided is accurate. I have read and agree to the Voya Terms & Conditions and Partner Program Terms, and acknowledge the Privacy Policy.”
Optional Checkbox
“I would like to receive Voya partner news, product updates and promotional communications. I understand I can unsubscribe at any time.”
Application Confirmation
“Thank you for your interest in partnering with Voya. Your application has been received. Our team will review your details and contact you using the email address provided. Submission does not guarantee approval.”