IMPORTANT. TravelGo provides digital eSIM packages, transmits activation data, and offers first-line information and technical support. TravelGo is not a telecommunications operator, does not own a mobile network, does not use radio frequency spectrum or numbering resources, and does not carry user internet traffic. The technical connection is provided by mobile network operators and other technology partners in the countries of use.
Limited Liability Company "Vivago Travel", UNP 193626609, hereinafter referred to as the "Seller", represented by Director Chasovskikh Valentin Sergeevich, acting on the basis of the Charter, offers individuals to enter into this Public Agreement on the terms set out below.
This Agreement has been developed taking into account the Civil Code of the Republic of Belarus, the Law of the Republic of Belarus dated January 9, 2002 No. 90-Z "On Consumer Protection", the Law of the Republic of Belarus dated May 7, 2021 No. 99-Z "On Personal Data Protection" and other applicable legislative acts of the Republic of Belarus.
Terms and Definitions
Website — the internet resource travelgo.by, its subdomains, mobile version, and the TravelGo mobile application for iOS and Android.
Seller — LLC "Vivago Travel", which sells the eSIM Package in its own name, accepts payment, transmits activation data, and provides support to the Customer within the scope of this Agreement.
Customer — a capable individual who has reached the age of 18, purchasing the eSIM Package for personal, family, or other needs not related to entrepreneurial activity.
User — the Customer or another individual for whose use the Customer purchases the eSIM Package.
eSIM Profile — a digital profile of an embedded SIM card installed on a compatible device that is not locked by an operator, using a QR code, direct installation link, or manual installation parameters.
eSIM Package — the combination selected by the Customer of digital activation data, the eSIM Profile, a mobile data package with a defined territory, volume, and validity period, as well as the Seller's information and technical support.
Package Card — information on the Website before payment, containing individual terms: country or region, data volume, validity period, price, available networks, speed limitations, fair usage rules, and other essential parameters.
Online Order — an electronic record generated on the Website regarding the selected eSIM Package, the Customer, the User, the price, the payment method, and the accepted version of this Agreement.
Activation Data — QR code, link, activation code, SM-DP+ address, ICCID, and other unique information required for the installation and use of the eSIM Profile.
Technology Partner — a third party engaged by the Seller that provides the issuance, technical management, and maintenance of the eSIM Profile, interaction with mobile network operators, and other infrastructure. The Technology Partner is not a party to this Agreement unless expressly stated otherwise in the Online Order.
Mobile Network Operator — a person that operates a mobile network in the relevant country or territory and technically carries out the transmission of the User's data.
Package Activation — the first successful connection of the eSIM Profile to a supported network with data roaming enabled, unless another commencement time of the validity period is expressly specified in the Package Card.
Subject of the Agreement and Legal Status of the Parties
The Seller undertakes, after payment, to generate or obtain for the Customer the selected eSIM Package, transmit the Activation Data, provide installation instructions, and provide first-line information and technical support, and the Customer undertakes to pay for the order and comply with the terms of use.
The individual parameters of the eSIM Package are determined by the Package Card and the Online Order, which are an integral part of the Agreement.
The Seller acts in its own name and is responsible to the Customer for accepting payment, the accuracy of the generated Online Order, the timely transmission of the received Activation Data, the accuracy of the information provided by it, the organization of first-line support, and the refund of funds in cases provided by law and the Agreement.
The Seller does not provide services for the reception, processing, storage, or transmission of telecommunications messages, does not manage the mobile network, and does not control the content or routing of the User's internet traffic.
Mobile data transmission is technically carried out through the networks of mobile network operators in the countries included in the coverage area of the selected Package, using the infrastructure of Technology Partners.
The Seller has the right to engage and replace Technology Partners, network operators, payment organizations, and other third parties without separate approval from the Customer, while remaining responsible for its own obligations under this Agreement. Information required to be provided to the consumer by law is provided by the Seller upon request.
This version of the Agreement provides for the sale of Packages for use during trips outside the Republic of Belarus. The Republic of Belarus is not offered as a separate destination country; use of the Package on the territory of the Republic of Belarus is not within the subject of this Agreement and is not guaranteed.
This Agreement applies to individual consumer customers. The sale of Packages to legal entities and individual entrepreneurs is carried out on the basis of a separate agreement or invoice-offer.
Conclusion of the Agreement and Acceptance
The posting of this Agreement on the Website constitutes a public offer in accordance with Articles 396 and 407 of the Civil Code of the Republic of Belarus.
Before payment, the Customer has the opportunity to review this Agreement, the Package Card, the final price, the activation and refund terms, as well as the Personal Data Processing Policy.
The Agreement is deemed concluded after the Customer performs the following actions collectively:
- entering the data required to place the Online order;
- ticking the previously unchecked box confirming acceptance of this Agreement;
- confirming device compatibility and the absence of carrier lock;
- clicking the button indicating the amount payable and making full payment.
Payment constitutes full and unconditional acceptance of the offer in accordance with paragraph 3 of Article 408 of the Civil Code of the Republic of Belarus. Silence and a pre-set tick are not recognized as acceptance.
The Customer requests the Seller to begin performance of the Agreement immediately after payment, including the creation of a unique eSIM Profile and the transmission of Activation Data. Such commencement of performance does not deprive the Customer of the rights granted by mandatory consumer protection legislation.
The Seller records the date and time of acceptance, the order number, the price, the user identifier, technical session details, and the version of the Agreement. Order confirmation and a link to the accepted version are sent to the email address and (or) posted in the personal account.
Order placement and price
Before payment, the Customer selects the country or region, data volume, validity period, number of Packages, and other available parameters.
The price is stated in Belarusian rubles and includes the cost of the eSIM Package and the Seller's own services, unless otherwise expressly indicated in the Online order. The structure of the procurement price and the Seller's commercial terms with third parties do not form part of the price for the Customer.
After payment, the price of a specific Online order does not change, except in cases of order modification at the Customer's initiative or correction of an obvious technical error before performance begins, with mandatory notification to the Customer.
Payment is made using the cashless methods available on the Website. The payment obligation is deemed fulfilled after the payment organization confirms a successful transaction.
If it is impossible to fulfill the order after receiving payment, the Seller offers an equivalent replacement or refunds the amount paid using the same method, unless another method is agreed with the Customer.
Transmission and safekeeping of Activation Data
Activation Data is transmitted automatically or after technical processing of the order to the email address, personal account, mobile application, or by another agreed electronic method.
The obligation to transmit is deemed fulfilled after the Activation Data is posted in the personal account or confirmed as sent to the email address specified by the Customer, provided that such data is actually suitable for installation.
If the Activation Data has not been received within a reasonable time after payment, the Customer must check the spam folder and contact support. The Seller will resend the data or rectify the error at no additional charge.
Activation Data is unique and confidential. The Customer must not publish, forward, or provide it to persons who are not Users of the Package.
The risk of use of the Activation Data by a third party as a result of disclosure by the Customer shall be borne by the Customer, provided that the Seller has implemented reasonable protection measures and the disclosure did not occur through the Seller's fault.
Compatibility, Installation, and Activation
Before payment, the Customer must ensure that the device:
- supports eSIM technology;
- is not locked to a single carrier;
- supports the frequencies and communication standards in the country of use;
- has up-to-date software and a stable internet connection for installation.
One eSIM Profile is intended for one compatible device. Most profiles allow only one installation. Transfer to another device, reinstallation after deletion, or restoration may be technically impossible.
The User must install the Profile according to the instructions, enable the eSIM line and data roaming, select the Profile for mobile data, and, if necessary, manually select a supported network or configure the APN.
The Package activates automatically upon the first connection to a supported network with data roaming enabled, unless otherwise stated in the Package Details. It is usually not possible to set a specific start date and time for the Package.
On Apple devices and certain other devices, system functions may initiate data transmission earlier than the User expects. To prevent early activation, the User must disable data transmission and roaming for the eSIM Profile before the trip.
Deleting, disabling, or not using the Profile after Activation does not suspend or extend the Package's validity period.
Packages are not renewed automatically. After the validity period or data allowance expires, a new Package or top-up, if available, must be purchased to continue using the service.
Coverage Area, Networks, Speed, and Data Allowance
The Package works only in the countries, regions, and networks expressly specified in the Package Details or order confirmation.
The names of supported networks are for reference only. The technology partner or mobile network operator may change the available networks for technical, regulatory, or commercial reasons. The Seller will notify the Customer of any significant known changes affecting an already paid but unused Package.
Actual coverage, communication standard, speed, latency, and stability depend on location, terrain, buildings, network congestion, device, frequencies, carrier policy, weather conditions, and other factors beyond the Seller's direct control.
The indication of 4G or 5G denotes the technical availability of the respective standard in certain areas and does not guarantee a constant connection at such speed.
The volume of data used is determined by the technical records of the accounting systems. There may be a delay in updating the remaining balance in the personal account. The Customer has the right to dispute the calculation by sending a request with the order number and technical information.
Unused data volume expires after the end of the Package's validity period and is not carried over, unless otherwise expressly provided in the Package Card.
Internet tethering via an access point is permitted if it is supported by the device and not prohibited by the Package Card. It may accelerate data consumption.
The Package provides only mobile data transmission. A phone number, voice calls, and SMS are not provided unless expressly stated otherwise in the Package Card.
Unlimited Packages and Fair Usage
The designation "unlimited" may entail speed limitations after reaching a daily or total threshold. The specific threshold, speed after limitation, and recovery period must be specified in the Package Card.
The Package is intended for personal use by one User. The following are prohibited:
- resale of the Package, provision of commercial access to third parties, or establishment of a public Wi-Fi hotspot;
- use in SIM boxes, GSM gateways, illegal repeaters, mass routing devices, or for continuous machine traffic, unless such mode is separately agreed upon;
- mass automated data transmission, systematic creation of excessive load, continuous use of P2P, and other actions that significantly degrade network performance;
- use for unlawful activities, violation of third-party rights, distribution of malicious code, interference with network operations, or circumvention of technical restrictions.
In case of rule violations, the Seller or the Technology Partner has the right to limit speed, suspend, or terminate the use of the Package to the extent necessary to protect the network and comply with the law, with notification to the Customer, if notification is possible and not prohibited.
Rights and Obligations of the Seller
The Seller is obliged to provide, before payment, the necessary and accurate information about the Package, price, compatibility, validity period, territory, activation conditions, restrictions, and refund policy.
The Seller is obliged to deliver functional Activation Data, provide instructions, accept the Customer's request, and arrange for the rectification of a confirmed technical malfunction within its competence.
The Seller has the right to request information necessary for identifying the order and the User, diagnostics, prevention of abuse, and compliance with lawful requirements of government authorities or network partners.
The Seller has the right to temporarily suspend performance if fraud, illegal use, compromise of Activation Data, or a threat to network security is suspected, immediately initiating an investigation and notifying the Customer, if permissible.
The Seller may not unilaterally worsen the terms of an already paid Package, except for changes caused by mandatory legal requirements, network operator decisions, or technical necessity. In the event of a material deterioration before Activation, the Customer is offered a replacement or a refund.
Rights and Obligations of the Customer
The Customer has the right to receive information about the order, Activation Data, instructions, support, information on the remaining data balance where technically available, and protection of rights in accordance with applicable law.
The Customer is obliged to provide accurate last name, first name, contact phone number, email address, and other requested User data, and to keep them up to date throughout the use of the Package.
If the Package is purchased for another User, the Customer is obliged to inform that User of the terms of the Agreement and the instructions, and to have a lawful basis for transferring their personal data to the Seller.
The Customer is obliged, before payment, to verify the country, region, duration, volume, supported networks, and device compatibility, and after installation to follow the instructions and not delete the Profile until use is complete.
The Customer is obliged to promptly report any inability to install or connect, erroneous activation, or suspected unauthorized use, and to cooperate during diagnostics, including by providing screenshots of settings without disclosing unnecessary personal data.
Technical Support
First-line support is provided by TravelGo at help@travelgo.by, by phone at +375 29 366-55-00, via the personal account, and through the available communication channels indicated on the Website.
Support includes checking compatibility, installation status, country and network, roaming settings, line selection, APN, remaining balance and validity period of the Package, as well as escalating complex incidents to the Technology Partner.
For diagnostics, the Customer provides the order number, ICCID if available, device model, country and location, time of the error, selected network, and a description of the actions taken.
The resolution time depends on the nature of the fault and the involvement of mobile network operators. The Seller informs the Customer of the progress of the review and offers a reasonable solution: instructions, re-issuance, Profile replacement, Package replacement, price reduction, or a refund in the cases provided for.
Contract Cancellation and Refunds
The Customer has the right to unilaterally withdraw from the Agreement, subject to payment to the Seller of the actual costs incurred, in accordance with Article 38-1 of the Law of the Republic of Belarus "On Protection of Consumer Rights" and Article 736 of the Civil Code of the Republic of Belarus.
If performance has not yet commenced and the Seller has not incurred any costs, the amount paid is refunded in full.
If the unique Profile and Package have already been generated but not installed, not activated, and no data has been used, the Seller verifies whether they can be cancelled. The refund is made less the Seller's documented and non-recoverable costs.
Actual costs incurred may include the non-refundable purchase price of the configured Profile or Package, payment processor fees, currency conversion costs, and other amounts directly related to a specific order. Lost profits and general administrative expenses are not deducted as actual costs incurred.
After Activation or commencement of use of the Package, the possibility of its technical cancellation is usually unavailable. This does not preclude the Customer's right to withdraw, but non-refundable costs may constitute a significant portion of the price. Upon request, the Seller provides a calculation of the amount withheld.
If connectivity is unavailable due to a confirmed technical fault of the Profile or the Package's non-compliance with the stated conditions, the Customer has the right to demand free remediation of the defect, replacement, a proportionate price reduction, or termination of the Agreement in cases provided by law.
Before concluding that a technical fault exists, the Customer must contact support while located in the declared country of coverage, enable the Profile and roaming, check the supported network, and follow reasonable instructions. Failure to perform diagnostic actions is taken into account only to the extent that it objectively impeded verification.
Incompatibility or carrier blocking of the device, incorrect country selection, independent deletion of the installed Profile, disclosure of Activation Data, or refusal to follow instructions do not constitute a technical defect of the Package. Refunds in such cases are calculated taking into account actual costs incurred.
A refund request is sent to office@travelgo.by or via the personal account, specifying the order number, reason, installation and usage status. The Seller has the right to request information necessary for verification but may not demand excessive data.
Any amount exceeding actual costs incurred shall be refunded no later than fourteen days from the date the request is submitted, unless a shorter period is established by law or by the Seller's decision. Refunds are made using the same method by which payment was made, unless otherwise agreed or technically impossible.
Liability of the Parties
The Parties bear liability in accordance with the legislation of the Republic of Belarus and this Agreement. The terms of the Agreement do not limit mandatory consumer rights.
The Seller is liable for its own actions and omissions, including incorrect order processing, provision of invalid Activation Data, inaccurate information, and unjustified refusal to consider a request.
The Seller does not control the operation of third-party mobile networks and is not liable for local lack of signal, congestion, blocking of individual internet resources, device settings, operating system actions, or network changes, provided that the Seller has fulfilled its information obligations and taken the measures prescribed by law in response to the Customer's request.
The Customer is liable for the accuracy of data, the choice of Package and device, safekeeping of Activation Data, compliance with instructions, and lawful use.
No disclaimer of liability applies to liability that cannot be limited by law, including liability for intentional breach, harm to life or health, and mandatory requirements of consumer protection legislation.
Personal Data
Personal data processing is carried out in accordance with the Law of the Republic of Belarus "On Personal Data Protection" and the Policy of VivaGo Travel LLC, published on the Website.
For the performance of the Agreement, the following may be processed: surname, first name, contact details, order information, ICCID, technical status of the Profile, country and network of connection, device information, support requests, and payment status, without the Seller storing full bank card details.
Necessary data may be transferred to Technology Partners, mobile network operators, payment and service organizations strictly to the extent necessary for order fulfillment, diagnostics, fraud prevention, and legal compliance.
Cross-border transfer is carried out on the grounds and under the conditions provided by law and the Policy. Separate consent is requested via a standalone unchecked checkbox where such consent is required.
The Customer may exercise their rights as a data subject by contacting office@travelgo.by. Withdrawal of consent does not terminate processing that is permitted or required by law for the performance and confirmation of the Agreement.
Force Majeure
A Party is released from liability for non-performance directly caused by extraordinary and unavoidable circumstances that arose after the conclusion of the Agreement and were beyond its reasonable control.
Such circumstances may include natural disasters, military actions, widespread infrastructure failures, prohibitions and decisions of state authorities, termination of international connections, sanctions restrictions, and other circumstances meeting the criteria of force majeure.
The Party shall notify the other Party without undue delay. Force majeure does not release the Seller from refunding the portion of payment for which the Customer did not receive counter-performance, less permissible actual expenses incurred.
Amendment and Termination of the Agreement
The Seller has the right to amend this offer by publishing a new version on the Website. The new version applies to orders accepted after its publication.
For previously paid orders, the version in effect at the time of acceptance applies, except for mandatory legislative changes or changes that improve the Customer's position.
The Agreement is effective from the moment of acceptance until full performance of obligations, including consideration of timely submitted claims.
The Seller may refuse performance only upon full compensation to the Customer for losses in the cases and within the limits provided by Article 736 of the Civil Code of the Republic of Belarus, or in the event of a material breach of the Agreement by the Customer where no other solution is possible.
Complaints and Dispute Resolution
Complaints and claims shall be submitted to office@travelgo.by, via the personal account, or by postal mail to the Seller's address. The complaint should include the order number, contact details, circumstances, and the request.
The Seller shall review the complaint within no more than ten business days, and if a complex technical investigation is required, shall notify the Customer of its duration. Special timeframes established by law shall prevail.
The parties shall endeavor to resolve the dispute through negotiation. The pre-trial complaint procedure does not deprive the consumer of the right to apply to state authorities or a court.
The Agreement shall be governed by the laws of the Republic of Belarus. Jurisdiction over disputes with a consumer shall be determined in accordance with rules granting the consumer the right to choose.
Final Provisions
The online order, the Package Card, the Personal Data Processing Policy, the specific fair use terms, and the order confirmation sent shall form part of the Agreement.
If any individual provision is held invalid, the remaining provisions shall remain in force. The invalid provision shall be replaced by a mandatory legal norm.
Electronic documents and messages sent via the personal account, application, email, or an agreed messenger shall be recognized as a valid means of communication and as evidence, provided the sender and content can be reliably identified.
The current version shall be posted on the travelgo.by website. The Seller shall ensure the ability to save or obtain the text of the version accepted at the time of placing the order.
Seller's Details
Full name: Limited Liability Company "Vivago Travel"
Taxpayer ID (UNP): 193626609
Registered address: Republic of Belarus, 220040, Minsk, Nekrasova St., 47
Correspondence address: 220040, Minsk, Nekrasova St., 47
Settlement account: BY87 ALFA 3012 2C12 4400 1027 0000 in BYN
Bank: ZAO "Alfa-Bank", BIC ALFABY2X
Email: office@travelgo.by
Support service: help@travelgo.by, +375 29 366-55-00
Director: Chasovskikh Valentin Sergeevich, acting on the basis of the Charter