1. Service nature

Telzen sells and distributes data-only eSIM and data-only physical SIM products for use in supported destination countries and regions through third-party providers, aggregators, and local or regional carrier relationships. Telzen is not itself a carrier, telecom operator, mobile network operator, or host network partner, and does not issue a traditional mobile number, voice service, or standard SMS service unless expressly stated in a specific product listing.

Connectivity is provisioned through third-party platform providers and their underlying operator relationships in the relevant country of use. Network availability, coverage, speed, latency, throttling, fair-use restrictions, roaming behavior, and service continuity depend on those third-party providers and the underlying local operators.

2. Eligibility and territory

Telzen offers products for residents and travelers of multiple countries and is not limited to Bangladeshi customers. Customers may purchase services only where such purchase and use are lawful under the laws of the customer's home country, destination country, transit country, payment jurisdiction, and device jurisdiction.

Some products may not be available in certain countries, regions, or customer segments due to regulatory, carrier, fraud-prevention, sanctions, export-control, or technical limitations. Telzen may restrict, reject, suspend, or cancel orders where a purchase appears unlawful, high-risk, abusive, or inconsistent with the intended product geography.

3. Product description

All Telzen products are sold as data-only connectivity products unless expressly stated otherwise on the checkout page. Data-only products generally do not include a local phone number, inbound or outbound voice calling, emergency calling, or standard carrier SMS, and customers must not rely on them as a primary line for emergency or life-critical communications.

Physical SIM products sold by Telzen are also sold on a reseller basis. Unless expressly stated in the product description, physical SIM products do not include ownership rights in network resources, numbering rights, carrier status, or any direct telecom relationship between the customer and Telzen.

4. Device compatibility and activation

Customers are solely responsible for confirming that their device is unlocked, eSIM-compatible where relevant, and technically compatible with the destination-country network bands and service conditions before purchase. Telzen is not liable where service cannot be activated or used because a device is locked, unsupported, blacklisted, region-restricted, misconfigured, or incompatible.

Activation instructions, QR codes, installation details, APN settings, and related provisioning materials are confidential service materials supplied for the purchaser's lawful personal or internal business use. Customers must not resell, duplicate, scrape, reverse engineer, redistribute, or misuse provisioning assets except under a separate written reseller agreement.

5. Order acceptance and payments

Orders may be processed in BDT, USD, or other supported currencies through local or international payment processors, including but not limited to payment gateways and card processors. Currency conversion, foreign exchange spreads, card fees, gateway charges, bank fees, and payment-network assessments may apply and are the customer's responsibility unless stated otherwise at checkout.

Telzen may use third-party payment processors to collect, authorize, settle, verify, screen, and refund transactions. Telzen may delay fulfillment, refuse a transaction, or request additional verification where fraud, chargeback risk, sanctions exposure, regulatory concern, or abuse is reasonably suspected.

6. Taxes, duties, and invoicing

Product pricing may be displayed as tax-inclusive or tax-exclusive as specified at checkout. The customer is responsible for any taxes, levies, duties, telecom surcharges, indirect taxes, withholding obligations, bank charges, customs charges, or similar governmental assessments applicable in the customer's jurisdiction, destination jurisdiction, or payment jurisdiction, except to the extent collection is expressly required by law and charged by Telzen at checkout.

Where Telzen treats a transaction as an export, cross-border digital service, or out-of-scope supply under applicable law, the customer acknowledges that tax treatment may depend on destination of use, billing country, payment method, residence, or documentary evidence. Telzen may request documents to support the legal and tax characterization of a transaction and may amend invoicing where required by law, audit, or payment-provider obligations.

7. Permitted use

Services are sold for lawful personal travel use, consumer use, or internal business use only, unless a separate written wholesale or reseller agreement applies. Customers must not use the services for unlawful interception, fraud, spam, denial-of-service activity, sanctions evasion, abusive tethering contrary to plan terms, commercial resale, or any use prohibited by applicable law or underlying carrier rules.

The customer is responsible for compliance with local laws relating to SIM, eSIM, data access, import, identity verification, traveler registration, cybersecurity, and lawful use in every country where the service is activated or consumed.

8. Coverage, performance, and interruptions

Coverage maps, speed expectations, network labels, and validity periods are estimates only. Actual service may vary by device, terrain, building materials, destination-country congestion, fair-use policy, local operator arrangements, radio conditions, geopolitical restrictions, and maintenance events.

Telzen does not guarantee uninterrupted availability, minimum speeds, access in all areas, or uninterrupted access to any specific carrier in any destination. Third-party providers and underlying operators may change network partners, coverage footprint, throttling rules, or technical parameters without prior notice.

9. Refunds and cancellations

Unless a product page, local law, or mandatory consumer protection rule provides otherwise, purchases are generally non-refundable after provisioning materials, QR codes, activation credentials, or SIM shipment details have been delivered. A refund may be considered on a case-by-case basis where the service was not provisioned, was technically defective at first activation, or cannot be delivered due to a confirmed issue attributable to Telzen or its provider chain.

Refunds will not normally be issued for device incompatibility, mistaken purchases, destination changes, unsupported handsets, user error during installation, failure to read setup instructions, local blocking, depletion of plan volume, or dissatisfaction with destination-country speed where basic service was available. Fraud-screened, chargeback-linked, or policy-breaching transactions may be canceled without service.

10. Suspension and termination

Telzen may suspend, restrict, or terminate access to any service, account, order, or device identifier immediately where necessary to comply with law, payment-provider requirements, carrier instructions, fraud controls, export controls, sanctions, abuse-prevention rules, or security needs. Telzen may also suspend service where required by an underlying provider or destination-country network partner.

11. Intellectual property

The website, brand features, dashboards, written materials, packaging designs, software, and non-third-party content used by Telzen are protected by applicable intellectual property laws. Purchase of a Telzen product does not transfer any ownership rights in software, platform code, carrier credentials, provisioning systems, or operator assets.

12. Limitation of liability

To the maximum extent permitted by law, Telzen is not liable for indirect, incidental, special, consequential, exemplary, or punitive damages, loss of business, loss of profit, loss of data, travel disruption, inability to contact third parties, regulatory restrictions in destination countries, or losses arising from third-party network failures. Telzen's total liability for any claim relating to a specific order will not exceed the amount actually paid for that order, except where mandatory law requires otherwise.

13. No telecom representation

Nothing on the website, in marketing materials, or in product labeling should be interpreted to mean that Telzen is a licensed telecom carrier, a mobile network operator, a host operator, or the direct provider of radio access infrastructure. Telzen acts solely as a reseller, distributor, technology interface, and customer-facing commercial channel for data-only connectivity products supplied through third-party platforms and operator relationships.

14. Compliance and documentation

Customers may be required to provide identity, billing, travel, or business verification information where needed for fraud control, sanctions screening, payment compliance, tax documentation, or legal reporting. Failure to provide requested information may result in delay, cancellation, refusal of service, or limitation of payment methods.

15. Governing law and disputes

Unless otherwise required by mandatory consumer law, these Terms are governed by the laws of Bangladesh, without prejudice to any mandatory rights that may apply in the customer's country of residence. Any dispute arising from these Terms will first be addressed through good-faith commercial negotiation, and if unresolved may be submitted to the courts of competent jurisdiction in Bangladesh, unless applicable mandatory law requires another venue.

16. Changes to terms

Telzen may update these Terms from time to time to reflect legal, provider, carrier, product, tax, fraud-prevention, or operational changes. The updated version becomes effective when published on the website unless a later date is stated.