In short. elefa Connect is a prepaid app for calling phone numbers abroad over the internet. You buy calling credit; each call is charged at the rate shown before you dial. Purchased credit never expires. Bonus credit is a gift for your own calls. You can send purchased credit to another elefa customer; it can only be used for calls. Refunds follow the rules in section 7. elefa cannot call emergency services. Australian Consumer Law applies to everything below.

1. Agreement

These terms are a contract between you and Elefa Mobile Pty Ltd. They cover the elefa Connect apps, the website, and support. You accept them by creating an account, buying credit, or placing a call. If you do not accept them, do not use the service. The Privacy Policy is part of these terms.

2. Definitions

Account: your registered elefa account, identified by your verified mobile number.

Calling credit, or credit: a prepayment for calls made through elefa, held in your account in your wallet currency. It has no cash value, cannot be withdrawn, earns no interest, is not a loan and is not money. It can be used only for elefa's services.

Purchased credit: credit you paid for. Bonus credit: credit we gave you. Received credit: credit another customer sent you.

Wallet currency: the currency your account is kept in, Australian dollars or US dollars, set when you sign up by the country of your phone number.

Rate: the per-minute price of a call to a destination, shown before you dial.

3. What elefa is

elefa Connect is a prepaid over-the-top voice service. Calls travel from your device over the internet to our network and are handed to the public telephone network for delivery. It works alongside your mobile or fixed-line service and does not replace it. Call quality depends on your internet connection and the destination network.

We may add, change or withdraw features. If a change removes something you have paid for and not used, we refund that credit.

4. Your account

Who can open one. You must be 18 or older and provide a mobile number you are entitled to use and an email address. One account per person; accounts cannot be shared or transferred.

Your email. We use it for two kinds of message. Service messages, which you receive while you have an account: receipts, notices about your account, and security alerts. And updates, which you can stop at any time: a monthly summary of your calls and spend, news about features and destinations, offers, and occasional invitations to tell us what to build. Every update carries an unsubscribe link; you can also opt out in Account settings or by emailing [email protected], and we act on it within 5 business days. Your email is not shown to other users and is never passed to anyone else for marketing.

Security. You are responsible for what is done through your account. Tell us at [email protected] if you think someone else has used it.

Identity. Where the law or our security rules require it, we may ask you to verify your identity before allowing higher limits.

5. Credit, rates and payment

Prepaid. You buy credit before you call. Payments are taken by Stripe; we do not hold your card details. Prices for Australian customers include GST.

Rates. The rate for each destination is shown in the app and on the dialler before you call. Rates change with carrier costs and exchange rates; the rate shown when you start a call is the rate for that call. Calls are charged in the billing increment shown for the destination, usually per minute.

Purchased credit never expires. If your account has had no calls or top-ups for 24 months we will write to you; if we do not hear from you within 60 days we may close the account and refund the purchased credit to the card you paid with.

Bonus credit is a gift for your own calls. It cannot be sent, refunded or withdrawn, it expires 90 days after it is given, and it is removed if the top-up that earned it is refunded or charged back.

6. Sending credit to another elefa customer

Send credit lets you send whole dollars of your purchased credit to another elefa customer by their phone number, from the Wallet.

Only purchased credit can be sent, and only after it has been in your account for 3 days. Bonus and received credit stay with you for your own calls.
Each send is between A$5 and A$50; you can send up to A$100 a day and A$300 a month, to at most 5 people a month. A person can receive up to A$300 a month.
Credit you receive can be used for calls straight away and cannot be sent on.
If the number you send to is not on elefa, we invite them by SMS and hold the credit for 30 days. If they have not joined by then, it comes back to you.
A send is final once delivered. We reverse a send only where it was made in error or fraud, and we will tell you.
You must have been on elefa for 3 days and made a paid call before your first send. Sending between accounts in different wallet currencies is not available yet. Send credit may not be available in some countries.
Sent credit is calling credit only. It has no cash value, cannot be withdrawn or converted, and is not a money transfer. It cannot be used with elefa Money or any payment service.
We may pause sending at any time to protect customers, and may set lower limits for an account where our security rules require it.

7. Refunds

We refund purchased credit when:

it cannot be used for what you bought it for, for example a destination we do not connect or a fault on our side;
you were charged twice for one top-up;
you ask within 14 days of a top-up and have not used any of that credit; or
we withdraw a destination or close your account.

Used credit is not refunded for a change of mind. Bonus and received credit are not purchased and are not refunded.

How. Refunds go to the card you paid with, in the currency you paid in. We submit them straight away; your bank usually shows them within 5 to 10 business days. A refund soon after a top-up may appear as the original charge disappearing rather than as a separate credit. If nothing has shown after 10 business days, tell us and we will give you the reference your bank needs to trace it.

Charges you do not recognise. Tell us within 90 days so we can investigate. Contact us before raising a chargeback; a chargeback raised without contacting us may suspend your account while we look into it.

Your rights. Nothing in this section limits your rights under the Australian Consumer Law. Our services come with guarantees that cannot be excluded: you are entitled to a refund or compensation for a major failure and to compensation for other reasonably foreseeable loss caused by a failure to meet a guarantee. If you live outside Australia, any non-excludable right your own law gives you also applies.

To ask for a refund: Account, Help, Refunds, or email [email protected] with your phone number and the date of the top-up.

8. Where you can call

Destinations. elefa connects calls to the destinations in the rates list. Some show "Coming soon" and cannot be called yet; calls to the United States and Canada are among them while we complete the checks that market requires. We may block numbers or ranges used for fraud. You are not charged for a call that does not connect.

Countries that restrict internet calling. Some countries restrict or block over-the-top voice services. You are responsible for confirming that using elefa is lawful where you are.

9. Emergency calls

elefa cannot call emergency services. To reach emergency services use your phone's own dialler: 000 in Australia, 112 on any mobile, 911 in North America, 999 or 111 where those apply. elefa does not send your location to emergency operators, may not work in a power or internet outage, and must not be relied on in an emergency. Keep a normal phone service available and tell anyone who uses your account.

10. Fair use

Use elefa as a person, for your own calls. You must not use it for fraud, spam, automated or bulk calling, call-centre or resale traffic, or to harass or deceive anyone; to call premium-rate numbers; to probe, overload or interfere with the service; or from a country whose law prohibits it. Bonus credit is for calling home, not for testing routes.

What we do. We may limit what an account can call, pause sending, or suspend the account when our security rules find misuse, and we will tell you. You can ask support to review it. Suspension for misuse does not carry a refund of bonus credit; purchased credit is handled under section 7.

11. Availability and quality

Internet required. The service needs a working internet connection; quality follows the connection and the destination network. We may carry out planned maintenance and will give notice of significant outages where we can. We do not promise that the service will be uninterrupted.

12. Privacy and security

How we handle personal information is in the Privacy Policy. Traffic between your device and our network is encrypted in transit; the leg carried by the public telephone network cannot be, by its nature.

13. Suspension and closing your account

You may close your account at any time in the app or by writing to [email protected]; purchased credit is refunded under section 7. We may suspend or close your account if you breach these terms, if we reasonably suspect fraud or unlawful use, if a payment is reversed or charged back, or if continuing would expose us or others to legal risk. We give notice where it is reasonable and lawful to do so. On closure, bonus credit is forfeited.

14. Intellectual property

The service, its software and its marks belong to elefa. You may install and use the app on devices you control for your own use. You may not copy, modify, reverse engineer, resell or distribute it.

15. Third parties

The service relies on the App Store, Google Play, payment processors, messaging providers and interconnect carriers. Their terms apply to your use of their platforms. Apple has no obligation to support the app.

16. Liability

To the extent the law allows, our total liability to you in any 12 months is limited to the amount you paid us in that period or A$100, whichever is greater, and neither of us is liable to the other for indirect or consequential loss. Nothing here limits any liability that the law does not allow to be limited, including your rights under the Australian Consumer Law and liability for death or personal injury caused by negligence.

17. Indemnity

You indemnify us for loss caused by your breach of these terms, your misuse of the service or your breach of any law, except where the loss is our fault or where the indemnity would be inconsistent with consumer law.

18. Events beyond our control

Neither of us is liable for failure or delay caused by events beyond our reasonable control, including carrier outages, internet failures, government action, disaster or war.

19. Complaints

If something goes wrong, email [email protected] or use Help in the app. We acknowledge complaints within 2 working days and aim to resolve them within 15 working days. elefa is not a member of the Telecommunications Industry Ombudsman scheme; we will join when our service profile requires it. If you are not satisfied: privacy matters can go to the Office of the Australian Information Commissioner; a payment dispute can be raised with your card issuer; industry concerns with the Australian Communications and Media Authority. Outside Australia, your own consumer or data protection regulator.

20. Governing law

Victoria, Australia. These terms are governed by the laws of Victoria and disputes go to its courts, after our complaints process. If the law of your country gives you a non-excludable right to bring proceedings there, that right stands.

21. General

Changes. We may update these terms. Material changes are notified by email, in the app or on the website before they take effect; continuing to use the service after that date is acceptance. Entire agreement. These terms and the Privacy Policy are the whole agreement. Assignment. You may not assign these terms; we may assign them to an affiliate or a successor. Severability and waiver. An invalid provision does not affect the rest; not enforcing a provision is not a waiver. Notices. We give notice by email, in the app or on the website; you give notice to [email protected].

22. Contact

Elefa Mobile Pty Ltd, ABN 16 694 346 088, Melbourne, Australia.

Support: [email protected] · Complaints: [email protected] · Security: [email protected] · Legal: [email protected]

Terms of Service