Terms & Conditions

Maya is on a mission to keep travelers connected everywhere they go. We provide global mobile data connectivity through our website and app (together, our “Platform”), operated by Mobile Maya Inc.

Maya offers Unlimited Travel eSIM plans and optional add-ons that give you high-speed mobile data while roaming internationally. Before you use our Services or Platform, please read these Terms. By creating an account, purchasing a plan, or using our Platform in any way, you acknowledge that you have read, understood, and agree to be bound by them. Your continued use of the Services after any modification to these Terms constitutes acceptance of such modifications.

These Terms must be read alongside our Privacy Policy and Acceptable Use Policy, which are incorporated herein by reference and apply to your use of Maya. In the event of any conflict between these Terms and the Privacy Policy or Acceptable Use Policy, these Terms shall prevail unless otherwise expressly stated.

We may update these Terms from time to time at our sole discretion. We will provide notice of material changes by posting the updated Terms on our Platform and, where reasonably practicable, by email to the address associated with your account. Any update becomes effective thirty (30) days after publication, or immediately upon your continued use of the Services after such publication, whichever occurs first. If you do not agree with the updated Terms, your sole remedy is to stop using our Services and close your account before the effective date. Continued use after the effective date constitutes binding acceptance of the modified Terms.

About Maya

Maya is a travel eSIM provider. We provide mobile data connectivity in 165+ countries (subject to change) by connecting you to local roaming networks through a single eSIM installed on your device. The availability of service in specific countries is not guaranteed and may vary based on factors outside our control, including but not limited to local network availability, regulatory restrictions, and third-party network agreements.

We offer four core plan types, each providing unlimited global data across 165+ countries as a prepaid, time-based data pass:

• Maya 3 Days Unlimited Global Data — $9.99: Unlimited data for 3 consecutive days across 165+ countries.
• Maya 7 Days Unlimited Global Data — $19.99: Unlimited data for 7 consecutive days across 165+ countries.
• Maya 14 Days Unlimited Global Data — $27.99: Unlimited data for 14 consecutive days across 165+ countries.
• Maya 30 Days Unlimited Global Data — $49.99: Unlimited data for 30 consecutive days across 165+ countries.

All plans include the following features:

• A daily high-speed data allowance (the “Daily Quota”), delivered at up to 4G LTE or 5G where available on local networks.
• Unlimited data at standard speed once your Daily Quota is used each day, so you stay connected throughout your trip.
• Automatic daily reset of your high-speed allowance every 24 hours.

A note on “Unlimited”: Your data is never cut off entirely. However, high-speed delivery is subject to a daily quota, and speeds after that quota depend on local network conditions. We do not guarantee specific speeds, and unused daily quota does not carry over.

Add-Ons

In addition to the core plans above, Maya offers optional add-ons that extend your connectivity to specific environments. Add-ons are purchased separately and are subject to their own availability and conditions.

Global Cruise Connectivity

Stay connected at sea with Maya’s Global Cruise Connectivity add-on, available on 20+ cruise lines worldwide. This add-on is available in four durations:

• 3 Days Global + Cruise — $49.99 ($16.66/day): Unlimited global data plus cruise connectivity for 3 consecutive days across 165+ countries and 20+ cruise lines.
• 7 Days Global + Cruise — $109.99 ($15.71/day): Unlimited global data plus cruise connectivity for 7 consecutive days across 165+ countries and 20+ cruise lines.
• 14 Days Global + Cruise — $164.99 ($11.78/day): Unlimited global data plus cruise connectivity for 14 consecutive days across 165+ countries and 20+ cruise lines.
• 30 Days Global + Cruise — $299.99 ($10.00/day): Unlimited global data plus cruise connectivity for 30 consecutive days across 165+ countries and 20+ cruise lines.

Cruise connectivity is provided via satellite and maritime networks and is subject to vessel and route availability. Network speeds at sea may differ from land-based coverage. The same fair-use and acceptable-use conditions apply to all add-ons as to core plans.

Auto Top-Up

Auto Top-Up is an optional feature that automatically purchases your same plan again when your current one expires. It is off by default.

If you choose to enable Auto Top-Up, you authorise Maya to charge your payment method on file automatically at the end of each plan period using the same plan duration and price as your original purchase. You will receive a notification before each renewal. You can turn Auto Top-Up off at any time from My eSIM in the app or at maya.net, with immediate effect. Disabling Auto Top-Up will not result in a refund for a plan period that has already begun.

Auto Top-Up is not a subscription. It is an optional convenience feature. Enabling it does not create a recurring billing obligation beyond each individual renewal, and you may disable it at any time without penalty.

Your Device

To use Maya, you need an unlocked, eSIM-compatible device. You can check if your device is compatible on our website. You are responsible for verifying compatibility before purchasing a plan. Maya is not responsible if a plan cannot be installed or used on an incompatible or locked device, or if your device subsequently becomes locked, damaged, or incompatible after purchase. You acknowledge that device compatibility information provided on our website is for guidance only and Maya makes no warranties regarding compatibility with any specific device model or software version.

Your Maya Account

You will need a Maya account to purchase and manage your eSIM. Your account is personal to you and cannot be transferred to anyone else without our prior written approval.

You must be at least 13 years old to create an account. If you are under 18, please make sure you have a parent or guardian’s consent.

You are responsible for keeping your login credentials secure. If you think your account has been compromised, change your password right away and contact us at [email protected].

We reserve the right to suspend or terminate your account at any time if we have a security concern or believe you have breached these Terms or our Acceptable Use Policy. We will notify you when we do this. Where you have violated our Terms, you will not be entitled to a refund.

Prices & Payment

All Maya plans are prepaid. You pay at the time of purchase. Prices are shown in USD by default. We may support other currencies at our discretion.

If you have Auto Top-Up enabled, you authorise Maya to charge your payment method on file automatically at each renewal as described in the Auto Top-Up section above.

Prices may change. For any active Auto Top-Up arrangement, we will give you at least 30 days’ notice of any price increase. New purchases are subject to the price shown at checkout.

Taxes: All prices displayed are inclusive of any applicable indirect taxes (such as VAT or sales tax), unless stated otherwise at checkout. Where applicable, tax is calculated based on the billing address or postcode you provide when making a payment.

Foreign exchange: If you pay in a currency other than USD, your bank or card provider may charge foreign exchange fees. Maya is not responsible for those fees.

Refunds

When you are entitled to a full refund

You can get a full refund (less any applicable payment processing fees) if:

• You have not used any data on your plan and the request is made within 30 days of purchase; or
• Your plan was activated but is completely unusable due to an error on Maya’s part, and we have not been able to fix it within 10 days of your refund request.

Incompatible or locked device

If you purchased a plan and are unable to install the eSIM because your device is incompatible or carrier-locked, you are entitled to a full refund less any applicable payment processing fees, provided you have not consumed any data and the request is made within 30 days of purchase. Please check device compatibility on our website before purchasing.

Consumer right of withdrawal

If you are purchasing as a consumer, you have the legal right to withdraw from your purchase within 14 days of buying, or until your eSIM is activated, whichever comes first. Once your eSIM is activated, this right expires.

Partial refunds

If your plan has been activated and has partially consumed data, but is not working properly due to a network infrastructure issue on Maya’s side, we will provide a partial refund proportionate to the reduction in value of the plan, reflecting the unused portion of your data. This is subject to you submitting a request within 30 days of the issue arising and cooperating with our troubleshooting efforts.

How to request a refund

Submit a refund request by emailing [email protected] or using the in-app chat. We may ask for supporting information such as device screenshots. Refund requests must be submitted within 30 days of the issue arising.

Refunds are issued to your original payment method, or as Maya Rewards Points if you prefer. Card refunds can take up to 30 business days to appear.

No refund

You will not be entitled to a refund in any other situation, including where your trip is cancelled after your plan has been activated and data has been consumed.

Rewards Points

Maya Rewards Points are earned on every plan purchase and can be redeemed as a discount on future plans. Here is how the programme works:

Earning points

• You earn points on every plan purchase based on the amount spent: 1 point per $4.99 spent. This means a 3-day plan at $9.99 earns 2 points, a 7-day plan at $19.99 earns 4 points, a 14-day plan at $27.99 earns 5 points, and a 30-day plan at $49.99 earns 10 points.
• Points are credited to your account once your purchase is confirmed.
• Points are not earned on amounts paid using previously redeemed Rewards Points.
• Points are valid for 180 days from the date they are credited. Expired points are forfeited.

Point value and redemption

• Each point is worth $0.33 USD in redemption value.
• Points can be applied as a discount on any future plan purchase on maya.net or the Maya app.
• There is no minimum number of points required to redeem.
• Points have no cash value and cannot be withdrawn as cash.
• Points cannot be transferred or sold.

Referrals

When you refer a new user to Maya using your unique referral code and they make their first purchase, both you and the referred user receive 10 reward points each. Points are credited after the referred user’s first purchase is confirmed. Referral points are subject to the same validity and redemption conditions as all other reward points.

General conditions

• Maya will not revoke or reduce the redemption value of points once they have been issued.
• Points are issued at Maya’s sole discretion and may not be earned on promotional, discounted, or partner-issued plans unless expressly stated.
• Maya reserves the right to modify the earn rate or redemption value for future purchases with at least 30 days’ notice. Any such change will not affect points already earned.
• If a purchase that generated points is subsequently refunded, Maya reserves the right to deduct the corresponding points from your account.

Your eSIM

Maya works differently from other eSIM providers. You install one eSIM on your device and it stays there permanently. You do not need to delete it or reinstall it between trips.

When your active plan expires, your eSIM remains on your device in an inactive state. To start using data again, whether on a new trip or after purchasing a new plan, simply enable the Maya eSIM in your device settings. Maya will automatically connect you to the best available local network.

There is no need to delete the eSIM from your device at any point. We recommend you keep it installed so it is ready for your next trip.

Please note: Once a plan has expired and is in an inactive state, Maya has no liability in connection with the eSIM until you purchase and activate a new plan, at which point these Terms apply in full.

Intellectual Property

All intellectual property in our Platform and Services, including our software, trademarks, design, and content, belongs to Mobile Maya Inc. or is licensed to us. Using our Platform does not give you any intellectual property rights beyond the limited right to use it for its intended purpose.

We welcome feedback on Maya. If you share ideas or suggestions with us, you are giving us permission to use them without any obligation to compensate you.

Third-Party Providers

To deliver the Services, Maya works with third-party partners including network operators, payment processors, and infrastructure providers. We make sure they are bound by appropriate data protection and service terms. We are not responsible for the independent actions of third parties, but we do our best to work with partners who meet our standards.

Our Platform may include links to third-party websites or services. Those third parties have their own terms, which you should read separately.

Disclaimer

Our Services and Platform are provided on an “as is” and “as available” basis. We do not guarantee that they will be available at all times, or that network speeds or coverage will meet any particular standard. To the extent permitted by law, we exclude all implied warranties and conditions.

Our Liability

Where we fail to comply with these Terms, we are responsible for loss or damage that was reasonably foreseeable. We are not responsible for loss or damage that was not foreseeable.

To the extent permitted by law, we are not liable for any indirect, consequential, or punitive damages, including lost data or lost profits, arising from your use of the Services.

Our total liability to you in any circumstances is limited to the total amount you paid for the plan giving rise to the claim.

Dispute Resolution

Governing law

These Terms are governed by the laws of the State of Delaware, USA. However, if you are a consumer resident in another country, the mandatory consumer protection laws of your country of residence may also apply to your use of the Services, and nothing in these Terms limits any rights you may have under those laws.

Informal resolution

If you have a concern, please contact us first at [email protected]. We will do our best to resolve it within 30 days.

Arbitration

If we cannot resolve a dispute informally, it will be referred to binding arbitration under the American Arbitration Association’s Expedited Commercial Rules, conducted in English in Kent County, Delaware. The arbitral award is final and binding.

Class action waiver

You agree to bring any dispute against Maya on an individual basis only, not as part of a class, collective, or representative action.

General

Entire agreement. These Terms, together with our Privacy Policy and Acceptable Use Policy, make up the entire agreement between you and Maya regarding the Services.

Severability. If any part of these Terms is found to be unenforceable, the rest will continue to apply.

No waiver. If Maya does not enforce a right under these Terms, that does not mean we have waived it.

Assignment. You cannot transfer your rights under these Terms to anyone else. Maya may transfer its rights in connection with a merger, acquisition, or business restructure.

Force majeure. Maya is not liable for failures caused by circumstances beyond our reasonable control.

Trade restrictions. You must not use the Services in violation of US trade control laws, sanctions, or export restrictions.

Contact Us

If you have questions about these Terms, please get in touch:

• Email: [email protected]
• Website: maya.net
• Post: Mobile Maya Inc., First Floor, Ocean Centre, Montague Foreshore, East Bay Street, CB-12399, Nassau, Bahamas.