Terms of Use

1. Provider

Provided by: Yahia Alzaim - Tellu
Lindenallee 8
18273 Güstrow
Germany

2. The service

Tellu lets you message and call other Tellu users free of charge over the internet, with optional translation. With prepaid balance you can call regular phone numbers in many countries and buy travel eSIM data plans. Bridge links let people without the app write to you or call you through their browser.

3. Account

You must be at least 16 years old.
The information you provide must be correct, and you are responsible for keeping access to your account secure.
One person may hold one account; accounts may not be sold or transferred.
To send balance to other users or to call phone numbers, you need a verified phone number in your account.

4. Acceptable use

You must not use Tellu to:

send spam, mass or automated messages or calls;
harass, threaten or defraud others, or share illegal content;
resell calls or route third-party traffic through Tellu;
disguise your identity to deceive others, or interfere with the service or other users.

Users can report a person, a message or a group in the app. The Tellu team reviews every report together with the reported person’s latest messages in that chat; there is no automatic suspension. Depending on the case we may dismiss the report, send an official warning in the app, or suspend the account. A suspended account cannot sign in, make calls or use its balance. We may also suspend accounts without a report to protect other users and to prevent fraud. If you think a decision is wrong, contact support@mytellu.app.

5. Prepaid balance and calls to phone numbers

Balance is prepaid and kept in US dollars or euros (your wallet currency, chosen from your phone number’s country). After your first top-up you can switch currency once every 30 days; your whole balance is then converted at that day’s exchange rate. Balance can only be used for Tellu services and cannot be paid out.
A card top-up is between 5 and 200 in your wallet currency per payment, unless the app shows other limits.
The price per minute for each destination is shown before you call. Only answered calls are charged, per started minute. Unanswered calls are free.
Minutes from offers are used before your balance and are valid as described in the offer.
If a call was charged by mistake, contact support; we will check it and refund the amount to your balance if appropriate.
You can send balance to other Tellu users if your phone number is verified. The limits shown in the app apply, currently 0.50 to 50 per transfer and up to 100 per calendar month; balance topped up by card in the last 5 days can only be sent up to 20 (to protect against stolen cards). Transfers are final and cannot be reversed. Balance cannot be sent between two people if one of them has blocked the other.
If you reverse a card payment through your bank or card issuer (chargeback), we deduct the amount from your balance. If this makes your balance negative because it was already used, your account is suspended until the matter is settled with support.
Any remaining balance is lost when you delete your account.

6. Travel eSIM

6.1 What you buy. An eSIM plan is a data-only plan: it has no phone number, no calls and no SMS (you can call through Tellu while using it). Before you buy, we show the data volume, the validity period, the countries and networks covered, when the validity starts (when you install the eSIM or when it first connects to a network at your destination) and how long you have to install it. Tellu sells the plan to you in its own name; the network service is provided by local mobile operators through our partners.

6.2 Compatibility. Before buying, check that your phone supports eSIM and is not locked to a carrier. You may need to turn on data roaming for this eSIM in your phone settings.

6.3 "Medium speed" plans. On plans marked "medium speed", the first 500 MB run at the full speed the network offers; after that the speed is up to 5 Mbps. When you reach the threshold shown in the plan details (for example 25 GB on a 7-day plan), the speed drops to 512 kbps, and when you reach the plan's maximum volume (30, 45 or 70 GB), data stops until you buy a new plan. The speeds shown are maximums, not guarantees, and depend on the local network.

6.4 Personal use only. A plan is for one person, on the device where it is installed. Do not share its QR code, activation code or installation link with anyone else, and tell us at once at support@mytellu.app if you think someone else has obtained it. You may not resell, rent out or transfer a plan to another person.

6.5 Prohibited use. You may not use an eSIM plan for:

anything unlawful, fraud or the use of a false identity;
SIM boxes, traffic pumping or any other network abuse;
automated, unattended or peer-to-peer high-volume traffic;
tethering or sharing the connection with an unreasonable number of devices;
Internet of Things (IoT), machine-to-machine (M2M) or other devices not used directly by a person, such as cameras, trackers or permanently installed routers;
attempts to bypass technical or security measures, or to probe the network or platform for weaknesses.

6.6 Sanctions and restricted destinations. Plans may be unavailable for some countries or regions for legal or sanctions reasons or because of our partners' decisions. You may not buy or use a plan where this would breach applicable sanctions or export-control laws; in that case we may refuse or cancel the order.

6.7 Suspension. We and our partners may limit or suspend a plan or deactivate the eSIM if you breach sections 6.4 to 6.6, if we reasonably suspect fraud or abuse, or where legal or security reasons require it. If a plan is suspended because of your breach, the price is not refunded; if we suspend it for reasons outside your control, we credit the unused part to your balance.

6.8 Delivery and refunds. If an eSIM cannot be delivered, or does not work because of a technical fault on our side or our partner's side, we refund the price to your balance. Once an eSIM has been delivered, unused data and expired plans are not refunded. If you delete the eSIM from your phone, it may not be possible to install it again. Your statutory right of withdrawal is governed by section 9.

6.9 Network and coverage. Coverage, speed and network availability are determined by the local operator and may vary within a country; plans do not include every network everywhere. Our liability for network outages is governed by section 10.

6.10 Topping up an eSIM. Many plans can be topped up: on the eSIM’s page in the app you add data and days to the same eSIM, without installing a new one, paid from your balance. The plan details show whether a plan can be topped up. A top-up is not possible once the eSIM has been deleted from your phone, and for some plans not after the plan has expired. A top-up is a new purchase and is governed by sections 6.8 and 9.

7. Emergency calls

Tellu is not a replacement for your mobile or landline phone and cannot be used to call emergency services (such as 112 or 110). Always use a regular phone to call emergency services. If you dial an emergency number in Tellu, the app shows a notice and offers to open your phone’s regular dialer.

8. Translation and AI features

Automatic translations, summaries and suggestions are generated by machine and may be inaccurate. Check important information yourself.

9. Right of withdrawal (consumers in the EU)

Consumers in the EU generally have a 14-day right of withdrawal for contracts concluded online. For top-ups, offers and eSIM plans, which are digital services used immediately, you agree that we start providing the service right away, and you acknowledge that your right of withdrawal expires once the service has been fully provided. To withdraw, contact support@mytellu.app.

10. Availability and liability

We work to keep Tellu available but cannot guarantee uninterrupted service, especially for calls that depend on third-party networks. We are liable without limitation for intent and gross negligence and for injury to life, body or health. For slight negligence we are liable only for breaches of essential contractual obligations and limited to the typical, foreseeable damage.

In plain words, with examples: if a call drops, the service is down for a while or a carrier network fails, we are generally not liable for resulting losses, because we cannot guarantee uninterrupted operation. Essential obligations are the core of what you pay for — for example, that credit you have paid for can be used for calls, or that an eSIM plan you bought is delivered; if we fail at these through our own fault, we compensate the typical damage, such as the lost credit. We are always fully liable if we cause harm on purpose, if we act grossly negligent (for example, leaving our database openly accessible on the internet), or if someone is injured through our fault. These examples only explain the rules above; the legal wording above applies.

11. Changes and termination

We may change these terms for valid reasons; we will inform you in good time of significant changes. You can delete your account at any time in the app.

12. Applicable law

German law applies. If you are a consumer, this does not deprive you of the protection of the mandatory laws of the country where you live. If the translations differ, the English version prevails.