Terms of purchase

1. Who the seller is

The seller is Bivid Telecom SL, tax ID (NIF) B25537127, with its address at Avda. Industria 414, Nave 2, 25191 Lleida.

Registration details: Registro Mercantil de Lleida.

Telecommunications operator registered in the Register of Operators of Spain’s National Markets and Competition Commission (CNMC).

For anything to do with your purchase: hola@bivid.store.

You can also call us on 973 07 07 07.

2. What you are buying

A prepaid data plan to have internet on your phone during a trip, in the destination or destinations you choose. There are two types: an amount of data to use within a set period, or unlimited data for a number of days. The plan is delivered on an eSIM: a digital SIM card that is installed on your phone with a code.

It is a data-only service. It does not include a phone number, voice calls or SMS messages; nor does it include calls to the emergency services, for which you must use your usual line. You can share the connection with your other devices.

“Unlimited data” means that the plan has no amount of data that cuts the connection once it is used up. It does have an amount at full speed, which depends on the level: on Basic, 1 GB every 24 hours and then 512 kbps; on Essential, 1 GB every 24 hours and then 1.25 Mbps; on Plus, 2 GB every 24 hours and then 2 Mbps; on Premium, 30, 60 or 90 GB for the whole plan, depending on whether it lasts 5, 10 or 15 days, and then 2 Mbps. The 24 hours count from when the plan is activated. You see it on each plan before you buy.

Coverage is provided by network operators in each country. On each destination’s page we say which networks it works on; that list is for information only and may change.

3. Before you buy: your phone

To use an eSIM, your phone has to support eSIM and be unlocked, that is, not locked to an operator. On the Help page we explain how to check this in a minute.

Checking this is up to you: when you buy, you confirm to us that you have done so. If it still turns out that it is no use to you, see the withdrawal and refunds policy: as long as you have not activated the plan, you have 14 days to change your mind.

4. Who can buy

People aged 18 or over. The service is intended for the personal use of the person travelling, not for resale.

If you buy as a business or a professional, these terms apply to you except for the rights the law gives only to consumers, such as the right of withdrawal.

5. Prices and taxes

Prices are in euros and include taxes. Before paying you always see the total amount. There are no delivery costs, fees, automatic renewals or later charges: you pay what you see, once.

Your bank may charge you a fee of its own, for example if your card is not in euros. That is not up to us and we are not the ones charging it.

Plans, destinations and prices may change. Your purchase is subject to those in force at the moment you pay.

If a price contains an obvious error, we will tell you before delivering and you will be able to buy at the correct price or cancel the order and get all your money back.

6. How to buy

These are the steps:

• You choose the destination and the plan, and add it to the basket.
• In the basket you check what you have and the total. Until you pay you can change quantities or remove items: that is how mistakes are corrected.
• You give your email and your name, or sign in to your account.
• You accept these terms and tick the boxes we ask you to.
• You press the pay button, which takes you to the payment gateway. From that moment the purchase obliges you to pay.
• When the gateway confirms the payment to us, we deliver the eSIM and send you the confirmation by email.

You do not need to sign up: with your purchase we open an account under your email address and send you a link to set a password for it.

The contract can be concluded in Spanish, Catalan or English. We keep your order and the version of the terms you accepted, with the date and time you did so. Your order is always in your account, and the terms are in the confirmation email.

7. Payment

Payment is made by card on the secure Redsys gateway, where your bank may ask you to confirm the transaction. We neither see nor store your card details.

The order is placed when the gateway confirms the payment to us. If the payment does not go through, there is no purchase.

To protect buyers and prevent fraud, we may review the details of an order, and reject or cancel it if there are reasonable signs of fraud or that a card has been used without its holder’s permission. If we cancel for this reason an order that has already been charged, we refund the full amount to the same means of payment.

8. Delivery

When the payment is confirmed we send the eSIM to the email address you gave, with its QR code for installation, and keep it saved in your account. Nothing is sent by courier.

You will normally have it within a few minutes. If you cannot see it, look in your junk folder and on your order page; if it is not there either, write to us.

If, because of a problem, we could not deliver it to you within 48 hours, we will tell you and you will be able to cancel the purchase and get all your money back.

Type your email address carefully: it is where we send the eSIM and the confirmation.

9. Installation, activation and validity

Each eSIM is installed only once and on a single device. Do not share its QR code: whoever uses it before you gets the eSIM.

We recommend installing it before you leave, on Wi-Fi. If you delete the eSIM from your phone after installing it, it may not be possible to install it again.

The plan is activated the first time the eSIM connects, with data roaming switched on, to a network in a country the plan covers. Its validity period counts from that moment. If you install it while you are in a country the plan covers, keep its line switched off until you want to start: if it connects earlier, the plan starts counting.

An eSIM that goes six months without use stops being valid, and with it any plan that has not been activated. Activate your plan within six months of buying it.

The plan ends when its validity period runs out or, if it is for an amount of data, when the data is used up. Unused data and days are not refunded, do not accumulate and cannot be transferred to another person or to another plan.

Each plan works in the destination or destinations it is sold for. Outside them it gives no connection.

10. Use of the service

You undertake to use the eSIM:

• In accordance with the law of the country you are in and of the country where you live.
• Not for fraudulent, criminal or unlawful purposes, and without infringing other people’s rights.
• For your personal use and without damaging or overloading the network: not for commercial purposes, not for bulk sending, not to provide a service to third parties or resell it, and not in machines or connected equipment that use it automatically.
• For trips and temporary stays. Operators may limit or cut off the service for anyone who uses it permanently in the same country.

If use that is unlawful, fraudulent or damaging to the network is detected, the operator or we may suspend the eSIM. Unless it is urgent, we will tell you beforehand, giving the reason, and you will be able to complain. A suspension on these grounds gives no right to a refund.

Anyone who uses the service unlawfully or fraudulently is liable for the damage they cause, to us or to third parties.

11. Coverage, speed and availability

The service is provided over the networks of local operators in each country. Coverage and speed depend on those networks, on where you are, on how many people are using them at that moment and on your device, and they may vary.

That is why we cannot guarantee coverage everywhere in a country or a particular speed, and there may be interruptions due to maintenance, faults or congestion on those networks, or to restrictions imposed by the authorities or the operators of a country.

This does not take away any of your rights when the service does not match what you bought: see the section “If something goes wrong”.

12. Top-ups

As long as the eSIM allows it, you can add a new plan to it from your account without installing another one. Only the plans your account offers you for that eSIM can be added to it. If you add a plan while another is still in use, it waits in the queue and the one that expires first is used first. The eSIM can be topped up as long as it does not go six months without use.

A top-up is bought and paid for in the same way as a new eSIM, and these same terms and the same withdrawal and refunds policy apply to it.

13. Right of withdrawal

If you buy as a consumer, you have 14 calendar days from the purchase to withdraw, without giving any explanation and at no cost. As long as you have not activated the plan, we refund everything you paid.

When you buy, you ask us to let the service begin as soon as you activate the eSIM, even if those 14 days have not passed. That is why, if you withdraw after activating it, you pay for the part you have already used; and once the plan has been used up or has ended, the service has been fully performed and you can no longer withdraw.

How to do it, how it is calculated and the model form are in the withdrawal and refunds policy, which forms part of these terms. To withdraw on the website: https://nubotravel.com/en/desistir

14. If something goes wrong

We are responsible for making sure that what you receive matches what you bought. If your eSIM cannot be installed on a compatible, unlocked phone, or gives no connection in the destination you bought it for, write to us at hola@bivid.store with your order number.

We will help you sort it out. If the fault is ours or the service’s, you are entitled to have us fix it or replace the eSIM with another one; and if it cannot be fixed, to a price reduction in proportion to what you have not been able to use, or to a refund of what you paid.

Tell us while the problem is still happening and from the destination: that way we can check it and fix it in time. If you tell us when you get back, it will be much harder for us to check what happened.

A phone that does not support eSIM, that is locked to an operator or that is badly configured is not a fault in the service, and neither is a lack of coverage in a particular spot.

15. Our liability

We are responsible for providing what we sell you, and liable for the damage we cause you if we do not, on the terms laid down by law. Nothing in these terms limits the rights the law gives you as a consumer.

We are not liable for what is beyond our control:

• The coverage and speed of local operators’ networks in a particular place and at a particular time, or their faults, congestion or maintenance.
• Restrictions imposed by the authorities or the operators of a country.
• A device that is incompatible, locked, faulty or badly configured.
• An email address mistyped when buying, or someone using your QR code or getting into your account because you shared them.
• Force majeure events.

Nor are we liable for damage that could not have been foreseen when the purchase was made or, as this is a service intended for personal use when travelling, for loss of business, income or opportunities.

If you buy as a business or a professional, our total liability for an order is limited to what you paid for it.

These limits do not apply if we act in bad faith or with gross negligence, nor to personal injury, nor to anything the law does not allow to be limited.

16. Customer service and complaints

You can send any query, complaint or claim to hola@bivid.store.

Or by phone, on 973 07 07 07.

We will give you a reference number and reply as soon as possible and, in any case, within one month.

If you want to complain on an official complaint form (hoja oficial de queja, reclamación y denuncia), ask us for one and we will send it to you.

If we have not replied within one month, or you are not satisfied with the reply, you can go to the consumer office of your municipality or of your autonomous community, to the Consumer Arbitration Boards (Juntas Arbitrales de Consumo) or to the Telecommunications Users’ Office (Oficina de Atención al Usuario de Telecomunicaciones), and in any case to the courts of your place of residence.

You have a receipt for each purchase in your account. If you need an invoice, ask us for one, giving your tax details.

17. Your data

To handle your purchase we process your data as explained in this website’s privacy policy.

18. Changes, validity and language

We may change these terms. Each purchase is subject to the terms that were published when it was made, which are the ones we keep with your order.

If any part of these terms turns out to be void, the rest remains valid.

The Spanish and Catalan versions have equal value. This English version is a translation: if there are differences, the other two prevail.

19. Governing law and courts

These terms are governed by Spanish law. If you buy as a consumer, any dispute will be settled by the courts of your place of residence, and you also keep the protection of the mandatory rules of the country where you live. If you are not a consumer, it will be settled by the courts of Lleida.