Terms of Use and eSIM Usage & Refunds Policy

Effective Date: 6th January 2026

Introduction

These Terms of Use and eSIM Usage & Refunds Policy (“Terms”) form a legally binding agreement between you and Zero Dawn Ltd (trading as “Skratch”) (“Skratch,” “we,” “our,” or “us”) and govern your use of the Skratch app, website, products, and services, including eSIM services (collectively, the “Services”).

By clicking “Sign Up” or otherwise accessing or using the Services, you confirm that you have read, understood, and agree to be bound by these Terms.

if you do not understand and agree to all of the terms, you should not click “create account” and promptly refrain from any further use of the app or services.

1. Use of Skratch

Eligibility

  • You may use the Services only if you can form a legally binding contract and are not prohibited by law.
  • Users under 13 years are not permitted. Users under 16 years require parental consent for eSIM or other Services.
  • You must provide accurate and complete information when creating an account; Skratch is not responsible for misrepresentation.

Service Changes

  • Skratch may modify, limit, suspend, or terminate any Services at its discretion for operational, legal, or network reasons.
  • Significant changes will be communicated where reasonably possible.

License to You

  • Skratch grants you a personal, worldwide, non-exclusive, non-transferable, revocable license to use the Services in accordance with these Terms.
  • Unauthorized copying, distribution, or reverse engineering is prohibited.

Commercial Use

  • Brands and companies may use Skratch, but commercial use is not explicitly supported at this time.

Skratch API Access

  • API access grants a personal, non-exclusive, non-transferable license for non-commercial use, subject to these Terms.

2. User Content and Conduct

Ownership and Responsibility

  • “User Content” includes all videos, text, images, and other materials uploaded or shared on Skratch.
  • You retain ownership of your content but grant Skratch a worldwide, royalty-free license to display, reproduce, distribute, and use your content in connection with the Services.
  • You are solely responsible for your User Content;
  • Skratch does not endorse or guarantee content accuracy, reliability or legality.

Termination of License

  • Upon account termination or removal of User Content, Skratch will make all reasonable efforts to cease use and make content inaccessible but may retain backups for legal, compliance, or archival purposes.

Feedback

  • Any feedback you provide may be used by Skratch worldwide, royalty-free and without restriction or compensation.

Community Guidelines – You agree not to:

  • Post discriminatory, obscene, pornographic, defamatory, or harmful content.
  • Incite, illegal, violent, or dangerous activities.
  • Share private information without consent.
  • Post spam, malware, phishing, spoofing or other harmful material.
  • Infringe intellectual property rights.

Skratch may remove content or suspend accounts violating these Terms without notice and will cooperate with law enforcement when required.

3. Copyright Policy

  • Skratch complies with the Digital Millennium Copyright Act (DMCA) and other applicable laws.
  • Accounts repeatedly infringing copyright may be terminated.

Copyright Notifications

Notices should be sent to support@skratch.world and must include:

  • Identification of infringing and infringed content.
  • Contact details of the notifying party (name, address, email, mobile)
  • Good-faith statement that the use is unauthorized.
  • Statement under penalty of perjury confirming accuracy.
  • Acknowledgment notice may be forwarded to the user associated with the content.
  • Physical or electronic signature.

4. Registration, Security, and Data Handling

  • Accounts are verified via email or mobile number. Secure your device with a password or SIM lock.
  • You are responsible for safeguarding login credentials and all actions under your account.
  • Notify Skratch immediately of unauthorized access.
  • Personal data is handled under Skratch’s Privacy Policy.
  • Skratch is not responsible for data loss caused by your device or third-party services.

Data Handling

  • Your personal data will be handled according to Skratch’s separate Privacy Policy.
  • Skratch is not responsible for data loss caused by your device or third-party services.
  • You are responsible for safeguarding credentials and all actions under your account.

Third-Party Services

  • Skratch is not responsible for third-party websites, services, or applications accessed via the Services.

5. Indemnification

You agree to indemnify and hold harmless Zero Dawn Ltd, (trading as Skratch), its affiliates, employees, partners and licensors from claims, damages or expenses arising from your User Content, use of the Services or your violation of these Terms or infringement of any rights.

6. Warranty Disclaimers

  • Services are provided “as is” and “as available”, without warranties of any kind.
  • Skratch disclaims all warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement.
  • Skratch does not guarantee uninterrupted service, security, or preservation of content.
  • Network speeds, coverage, and hotspot availability are subject to conditions outside Skratch’s control.

7. Limitations of Liability

  • To the maximum extent permitted by law, Skratch is not liable for indirect, incidental, special, consequential, or punitive damages, or loss of profits, data or goodwill.
  • Liability for eSIM Services is limited to the amount paid for the eSIM plan in the three months prior to the claim.
  • Skratch is not responsible for service interruptions caused by force majeure events, network outages, or issues outside its control (e.g., network outages, natural disasters).

8. Governing Law and Dispute Resolution

Informal Resolution

  • Contact support@skratch.world before formal proceedings. Both parties must attempt informal resolution for 60 days.

Jurisdiction

  • General Services: including eSIM Services: governed by the laws of England and Wales; disputes resolved in a United Kingdom court.

9. eSIM Services and Refund Policy

Overview

  • eSIMs are provided by Zero Dawn Ltd (trading as Skratch).
  • Zero Dawn Ltd use eSIM Access Ltd as its global eSIM Service Provider and Merchant of Record.
  • eSIM plans are prepaid, data-only (unless specified), and valid for user-selected durations.
  • Day Pass plans have daily high-speed allowances; excess usage may be throttled.
  • Users must ensure devices are eSIM-compatible and unlocked.

Purchasing & Activation

  • Purchases available via app or website in USD or local currency; payment is via Stripe.
  • Activation instructions and QR code provided via email and app.
  • Plans start upon activation or scheduled date. Unactivated plans expire after 180 days.
  • Reselling of eSIM’s, using in unsupported devices, or excessive usage affecting networks is prohibited.
  • Users must comply with local laws.

Refund Eligibility

Refunds may be granted within 30 days if:

  • Activation fails due to Skratch technical issues or network problems.
  • Device listed as compatible but eSIM fails after troubleshooting.
  • QR code or instructions are not received within 24 hours.‍
  • Unused eSIMs which have not been activated, or they have been activated without any data consumption. All refund requests are subject to verification based on network usage records - See Note (1).‍
  • Prepaid Data Plans that have been activated and where less than ten percent (10%) of the total data allowance has been used may be eligible for a partial refund, subject to verification of usage - See Note (1).‍
  • Prepaid Data Plans that have been activated and where ten percent (10%) or more of the data allowance has been consumed are not eligible for a refund - See Note (1).
  • Unlimited Data Plans that have been activated  and where less than one gigabyte (1GB) of total data usage has been recorded (used) may be eligible for a partial refund, subject to verification of usage - See Note (1).
  • Unlimited Data Plans with one gigabyte (1 GB) or more of total data usage are not eligible for a refund - See Note (1).
  • UK/EEA customers cancel within 14 days under Consumer Contracts Regulations (if unused).
  • Duplicate purchases for same device or destination (neither activated).
  • Billing errors confirmed by Skratch.‍

‍Note (1):  Data usage is measured based on total network-recorded consumption, including background or system  data, as reported by the carrier.

‍

Non-Refundable Circumstances

No refunds for:

  • Activated eSIMs exceeding usage thresholds.
  • Device incompatibility (if listed on website).
  • Travel plan changes, expired plans, or poor network connectivity or performance due to location or local telecom provider network.
  • Misuse of eSIMs or violations of Terms or Fair Usage Policy.
  • Issues with third-party applications.

Refund Process

  • Submit a request to support@skratch.world with subject “Refund Request,” including order number, plan details, reason, and supporting evidence
  • Users must cooperate with troubleshooting.
  • Approved refunds are issued to the original payment method within 7–10 business days subject to bank processing and currency conversion times.
  • Refunds are limited to the original purchaser and payment method. No partial refunds beyond thresholds.
  • Skratch may amend its Refund policy at any time, with changes posted online.

10. Ending These Terms

  • You may deactivate your account and discontinue using Services anytime.
  • Skratch may suspend or terminate Services immediately if you violate Terms, create legal risk, or if Services become commercially unviable.
  • Sections 2, 6, 7, 8, 9, and 10 survive termination.

11. General Terms

  • These Terms and Community Guidelines form the entire agreement between you and Skratch regarding the Services
  • Failure to enforce a provision is not a waiver. Invalid provisions are limited to the minimum necessary.
  • You may not assign these Terms. Skratch may assign or delegate without restriction.
  • Skratch may revise Terms; continued use constitutes acceptance.
  • Skratch is not liable for delays or failures due to events beyond its reasonable control, including network outages, natural disasters, or government actions.

12. Company and Contact Information

For questions or concerns about the Terms of Use or eSIM Usage or eSIM Refunds Policy:

Contact

‍support@skratch.world