Terms of Service

Last updated: July 21, 2026

Terms of Service

Effective Date: July 21, 2026
Last Updated: July 21, 2026

1. Introduction

These Terms of Service govern your access to and use of the Penyu website, mobile applications, APIs, customer support channels, and related services.

The Services are operated by:

Penyu OÜ
Registry Code: 16093920

Harju maakond
Tallinn
Kesklinna linnaosa
Viru väljak 2
10111
Estonia

Website: https://penyu.io
Email: info@penyu.io

By accessing the Services, creating an account, or placing an order, you agree to these Terms.

2. Penyu’s Role

Penyu operates a digital travel marketplace and intermediary platform.

Penyu may facilitate the purchase of:

  • eSIM packages;

  • hotel and accommodation bookings;

  • flights;

  • airport transfers;

  • transportation services;

  • travel assistance;

  • travel-related digital products;

  • vouchers;

  • other travel services.

Unless expressly stated otherwise, Penyu does not directly provide telecommunications, accommodation, airline, transfer, transportation, or similar underlying services.

The underlying service is provided by an independent Service Provider.

Penyu may:

  • display products;

  • facilitate checkout;

  • process or coordinate payment;

  • deliver confirmations;

  • deliver eSIM activation information;

  • communicate with Service Providers;

  • provide customer support;

  • assist with disputes and refunds.

3. Eligibility

You must be legally capable of entering into a binding agreement.

Where a booking is made for another person, you confirm that you are authorized to provide their information and accept these Terms on their behalf.

4. User Accounts

You must provide accurate and current information.

You are responsible for:

  • maintaining account security;

  • protecting login credentials;

  • preventing unauthorized access;

  • reviewing account activity;

  • promptly notifying Penyu of suspected misuse.

Penyu may suspend or terminate accounts used for fraud, abuse, unlawful conduct, chargeback manipulation, or violation of these Terms.

5. Product Information

Penyu aims to display accurate product descriptions, prices, availability, coverage, restrictions, and conditions.

However, product information may be supplied by independent Service Providers.

Penyu does not guarantee that every description, image, schedule, availability result, coverage map, or provider-supplied detail is error-free.

Before purchase, you must review:

  • destination;

  • travel dates;

  • product scope;

  • validity period;

  • data allowance;

  • device compatibility;

  • cancellation conditions;

  • provider-specific restrictions.

6. Prices and Currency

Prices are generally displayed in United States dollars or another available currency.

Payment providers may display or process local currencies.

Your bank or payment provider may apply:

  • exchange rates;

  • foreign transaction fees;

  • conversion fees;

  • authorization holds;

  • additional charges.

Penyu is not responsible for charges independently imposed by your bank or payment provider.

7. Payments

Payments are processed by Stripe or another authorized payment provider.

An order is not confirmed until payment is successfully authorized and accepted.

Penyu may cancel or reject an order where:

  • payment fails;

  • fraud is suspected;

  • pricing is clearly erroneous;

  • the product is unavailable;

  • the transaction violates law;

  • the Service Provider rejects the booking.

8. eSIM Products

8.1 Delivery

An eSIM is considered digitally delivered when the QR code, activation code, installation link, or equivalent activation information is made available to the user by email, account interface, application, or another agreed method.

8.2 Compatibility

You are responsible for confirming that your device:

  • supports eSIM;

  • is carrier-unlocked;

  • supports the required network bands;

  • is compatible with the purchased package;

  • is not restricted by another operator.

Device incompatibility does not automatically create a right to refund after digital delivery.

8.3 Installation

You must follow the installation instructions carefully.

Removing an installed eSIM, resetting a device, switching devices, or attempting unsupported reinstallation may permanently invalidate the eSIM.

8.4 Activation and Usage

Activation rules vary by provider.

A package may begin:

  • when installed;

  • when first connected to a supported network;

  • on a specified date;

  • immediately after purchase.

You are responsible for reviewing the relevant product conditions.

8.5 Network Availability

Coverage, speed, latency, network generation, availability, and performance depend on local mobile network operators.

Penyu does not control the underlying network.

Temporary interruptions, congestion, maintenance, roaming restrictions, local regulation, fair-use rules, or device settings may affect service quality.

8.6 eSIM Support

Where a technical issue occurs, Penyu may:

  • provide installation guidance;

  • request screenshots or diagnostic information;

  • contact the provider;

  • issue replacement activation information;

  • provide a substitute eSIM;

  • approve a refund where appropriate.

9. Hotel and Accommodation Bookings

Hotels and accommodation providers are independently responsible for:

  • room availability;

  • check-in and check-out;

  • cleanliness;

  • facilities;

  • property rules;

  • deposits;

  • local taxes;

  • service quality;

  • overbooking;

  • accessibility;

  • fulfillment of the reservation.

You must comply with the provider’s booking conditions and property rules.

Additional charges may be collected directly by the accommodation provider.

10. Flight Bookings

Airlines are independently responsible for:

  • schedules;

  • delays;

  • cancellations;

  • baggage;

  • check-in;

  • boarding;

  • seat allocation;

  • passenger documentation;

  • operational safety;

  • denied boarding;

  • refunds required by aviation law.

You are responsible for verifying passport, visa, transit, health, and entry requirements.

11. Transfers and Transportation

Transfer and transportation providers are independently responsible for:

  • vehicle operation;

  • pickup;

  • route;

  • driver conduct;

  • delays;

  • luggage limits;

  • local safety requirements;

  • operational performance.

You must provide accurate pickup, destination, arrival, and contact details.

12. Booking Confirmation

A booking is confirmed only when Penyu or the Service Provider issues a confirmation.

A payment authorization alone does not guarantee availability.

Where a Service Provider cannot fulfill a confirmed service, Penyu may assist with:

  • an alternative;

  • rebooking;

  • replacement;

  • voucher;

  • partial refund;

  • full refund.

The available solution depends on the circumstances, provider rules, and applicable law.

13. Cancellations

Cancellation rights depend on:

  • the product;

  • delivery status;

  • activation status;

  • provider rules;

  • fare or booking conditions;

  • applicable consumer law.

Some services are non-refundable after confirmation, delivery, activation, or a specified deadline.

14. Refunds

Refunds may be approved where:

  • Penyu fails to deliver the purchased product;

  • the Service Provider confirms non-fulfillment;

  • a valid technical defect prevents use;

  • duplicate payment occurs;

  • applicable law requires a refund;

  • Penyu or the provider approves an exception.

Refunds are generally returned to the original payment method.

Processing times depend on Stripe, banks, card networks, and other payment institutions.

15. Vouchers and Credits

Where appropriate, Penyu may offer:

  • account credit;

  • travel credit;

  • replacement products;

  • promotional vouchers;

  • rebooking options.

Unless required by law, vouchers and credits may be subject to:

  • expiry dates;

  • usage restrictions;

  • non-transferability;

  • product limitations;

  • currency limitations.

16. Chargebacks and Payment Disputes

You should contact Penyu before initiating a chargeback so that the issue can be investigated.

Fraudulent, abusive, dishonest, or duplicate chargebacks may result in:

  • account suspension;

  • cancellation of active services;

  • recovery of costs;

  • referral to payment providers;

  • legal action;

  • fraud reporting.

Nothing in this section limits legitimate payment dispute rights.

17. Invoices

Users may request an invoice where supported and legally available.

You are responsible for providing accurate invoice information.

18. User Responsibilities

You must not:

  • use the Services unlawfully;

  • submit false information;

  • impersonate another person;

  • commit fraud;

  • resell products without authorization;

  • interfere with the platform;

  • bypass security controls;

  • scrape protected content;

  • reverse engineer the Services;

  • misuse promotions;

  • abuse refunds;

  • initiate fraudulent chargebacks;

  • use purchased services for unlawful activity.

19. Intellectual Property

The Penyu name, logo, software, interface, design, content, databases, graphics, and related materials are owned by or licensed to Penyu.

You receive a limited, revocable, non-exclusive, non-transferable right to use the Services for their intended purpose.

20. Third-Party Terms

Service Providers may impose additional terms.

By purchasing a third-party service, you agree to the applicable provider conditions.

Where provider terms conflict with these Terms regarding the underlying service, the provider terms may govern that service, subject to mandatory law.

21. Availability of the Platform

Penyu does not guarantee uninterrupted or error-free platform availability.

The Services may be interrupted for:

  • maintenance;

  • security;

  • infrastructure failures;

  • provider outages;

  • updates;

  • legal restrictions;

  • force majeure events.

22. Disclaimers

To the maximum extent permitted by law:

  • the Services are provided on an “as available” basis;

  • Penyu does not guarantee uninterrupted access;

  • Penyu does not guarantee the performance of independent Service Providers;

  • Penyu does not guarantee mobile network quality;

  • Penyu does not guarantee hotel, airline, transfer, or transportation performance;

  • Penyu is not responsible for user device incompatibility;

  • Penyu is not responsible for visa, passport, immigration, customs, health, or entry requirements.

Mandatory consumer rights remain unaffected.

23. Limitation of Liability

To the maximum extent permitted by applicable law, Penyu is not liable for:

  • indirect loss;

  • consequential loss;

  • loss of profit;

  • loss of opportunity;

  • business interruption;

  • loss of data;

  • reputational damage;

  • provider delays;

  • provider cancellations;

  • network interruptions;

  • missed flights;

  • denied entry;

  • user error;

  • incompatible devices;

  • force majeure events.

Where Penyu is legally liable, its aggregate liability relating to a claim will generally not exceed the amount paid to Penyu for the specific order giving rise to the claim.

This limitation does not apply where liability cannot legally be excluded or limited.

24. Indemnification

To the extent permitted by law, you agree to indemnify Penyu against claims, losses, liabilities, and reasonable costs arising from:

  • unlawful use of the Services;

  • violation of these Terms;

  • infringement of third-party rights;

  • fraudulent activity;

  • information submitted without authorization.

25. Suspension and Termination

Penyu may suspend or terminate access where reasonably necessary to:

  • prevent fraud;

  • protect security;

  • comply with law;

  • enforce these Terms;

  • prevent abuse;

  • investigate payment disputes;

  • protect users or Service Providers.

26. Force Majeure

Penyu is not liable for failure or delay caused by events beyond reasonable control, including:

  • natural disasters;

  • war;

  • terrorism;

  • civil unrest;

  • epidemics;

  • government action;

  • internet failures;

  • telecommunications failures;

  • airline disruption;

  • provider insolvency;

  • strikes;

  • sanctions;

  • infrastructure outages.

27. Changes to the Services

Penyu may add, remove, modify, suspend, or discontinue products or features.

Confirmed orders remain subject to the conditions applicable when purchased unless a change is legally required.

28. Changes to These Terms

Penyu may update these Terms.

Material changes will be published with an updated revision date.

Continued use after the effective date of revised Terms constitutes acceptance where permitted by law.

29. Governing Law

These Terms are governed by the laws of Estonia, excluding conflict-of-law rules.

Mandatory consumer protections in your country of residence remain unaffected where they legally apply.

30. Disputes

Users should first contact Penyu at info@penyu.io so that the dispute can be investigated.

Where a dispute cannot be resolved informally, it may be submitted to the competent courts of Estonia, unless mandatory consumer law provides another jurisdiction.

31. Severability

If a provision is invalid or unenforceable, the remaining provisions remain effective.

32. Entire Agreement

These Terms, together with applicable policies and order-specific conditions, constitute the agreement between you and Penyu concerning the Services.

33. Contact

Penyu OÜ
Registry Code: 16093920

Harju maakond
Tallinn
Kesklinna linnaosa
Viru väljak 2
10111
Estonia

Website: https://penyu.io
Email: info@penyu.io

If you have questions about this policy, you can reach us at destek@penyu.io .