HollaLaunch app

Customer agreement

Customer Terms of Service

Effective date
27 October 2026
Version
2026-10-27

These Customer Terms of Service govern access to and use of Holla, including voucher purchases and redemption, eSIM purchases and top-ups, checkpoint traffic information, account features, checkout, fulfillment, support, refunds, and related services.

By creating an account, ticking or leaving ticked the agreement checkbox during registration, signing in, placing an order, or otherwise using Holla, the customer agrees to these terms.

Registration agreement disclosure

I have read and agree to Holla's Customer Terms of Service and understand Holla's Privacy Policy, including voucher purchase, redemption and expiry, digital delivery, refund, account, payment, eSIM, provider, support, sanctions, restricted-country, and compliance data terms.

1. Acceptance and account registration

A customer must accept these terms before creating or using a Holla account. The registration flow may display a pre-selected agreement checkbox. If the customer does not agree, the customer should untick the checkbox and should not continue registration or use the services.

The customer confirms that the information provided to Holla is accurate, current, and complete. The customer is responsible for maintaining the confidentiality of account credentials and for all activity that occurs through the account.

  • Customers must be legally able to enter into a binding contract in their country or region.
  • Customers must not create or use an account if they are located in, resident in, organized under the laws of, or acting from any country or territory subject to sanctions, embargoes, or similar restrictions that apply to Holla, its providers, payment partners, or services.
  • If a customer uses Holla on behalf of a company or another person, the customer confirms they are authorized to accept these terms for that party.
  • Holla may require identity, payment, order, or risk checks before enabling some features or completing some orders.

2. Holla services

Holla brings together vouchers for dining, shopping, and everyday use, travel eSIM packages and top-ups, and Singapore–JB checkpoint traffic information. Account features include checkout, order history, payment status, and customer support.

Some services are supplied, fulfilled, issued, processed, or priced by third-party providers, including voucher issuers, participating merchants, voucher distributors, eSIM network providers, payment processors, card networks, fulfillment partners, and infrastructure vendors. Their own terms may also apply.

3. Prices, payment, and taxes

Prices are shown before checkout in the currency displayed in the app. Holla may update prices, fees, promotions, package availability, and product details at any time before an order is placed.

Payments are processed by the third-party payment providers identified at checkout. Holla does not store full card numbers. The customer authorizes Holla and its payment providers to charge the selected payment method for the order total, taxes, fees, and any other amounts shown at checkout.

  • The customer is responsible for any bank, issuer, cross-border, or payment method fees charged outside Holla's checkout total.
  • Where tax applies, tax may be included in or added to the price depending on product type, checkout configuration, and applicable law.

4. Digital delivery and order fulfillment

Holla sells digital-only products unless a product page expressly states otherwise. Vouchers, eSIMs, top-ups, and activation details are delivered through the customer's Holla account, payment status screen, or other electronic delivery method.

Most digital products are fulfilled after successful payment confirmation and basic risk checks. Delivery may be delayed if a payment is pending, the provider is unavailable, information is incomplete, an order requires manual review, or a risk control is triggered.

  • The customer must keep their account email and order details accurate so Holla can provide support and locate the order.
  • The customer should not share voucher codes, PINs, barcodes, redemption links, activation codes, QR codes, or account access with unauthorized persons.
  • If a delivered voucher code or eSIM detail appears invalid, already used, missing, or delayed, the customer should contact support with the order number and screenshots where relevant.

5. Voucher terms

Voucher products include digital gift cards, cash-value vouchers, and vouchers for specified goods, services, discounts, or merchant credits. Unless a product page expressly identifies Holla as the issuer, the voucher is issued by the named third-party issuer and Holla arranges its sale and digital delivery. The issuer or participating merchant supplies the goods, services, or credits obtained on redemption; Holla remains responsible for its own sale, delivery, and support obligations under these terms and applicable law.

Before purchase, the customer should review the selected brand, voucher type, face value or entitlement, currency, country or market, purchase price, validity, redemption instructions, and product-specific terms. A voucher's face value is the amount available for eligible redemption, which may differ from the discounted price paid to Holla. A voucher for a specified item or service provides that entitlement rather than a cash balance.

Product-specific issuer and merchant terms disclosed before purchase form part of the voucher purchase and govern its permitted redemption. Any instructions or expiry details delivered with the voucher must be consistent with those disclosures. If the issued voucher differs materially from the description or terms shown at purchase, the customer should contact Holla support for investigation and an appropriate remedy. These terms and any issuer or merchant terms do not exclude mandatory consumer rights.

  • Delivery and issuance: after payment is confirmed and issuance succeeds, voucher details are made available in the customer's Holla account, including My Vouchers or the relevant order. Depending on the product, redemption may use a code, PIN, QR code, barcode, merchant app, external link, or a claim or activation step. Payment confirmation alone does not mean the voucher has been issued or redeemed. If issuance is pending or under review, check the order status or contact support before paying again.
  • Where and how to redeem: vouchers may be limited to the stated country, currency, participating outlets, websites, apps, goods, or services. Issuer rules may include minimum spend, excluded items or dates, booking requirements, account eligibility, limits on combining vouchers or promotions, and additional merchant charges disclosed in the product terms. The customer must follow the instructions and pay any eligible purchase amount exceeding the voucher value.
  • Validity and expiry: use the voucher within the validity period and before the expiry date shown in its details. The product terms determine when validity begins, including whether it runs from issuance, activation, or another stated date. Opening a voucher later does not extend its validity. Expired vouchers and unused value generally cannot be extended, reinstated, or refunded unless the product terms or applicable law provide otherwise.
  • Partial use and remaining value: single-use or multiple-use redemption, partial redemption, change, and retention of an unused balance depend on the issuer's terms. Unless those terms permit it, no cash change or refund is provided for unused value. Vouchers cannot be exchanged for cash unless the product terms or applicable law require or permit it.
  • Claim details and irreversible actions: check any mobile number, membership ID, merchant account, or other recipient details before submitting a claim or redemption. By submitting, the customer authorizes Holla to send the required details to the voucher provider to complete that action. A successful claim, transfer of credit, activation, or redemption may be irreversible under the issuer's rules, including where the customer entered the wrong recipient details.
  • Security and transfer: anyone with access to a voucher code, PIN, QR code, barcode, or redemption link may be able to use it. Keep these details secure and contact Holla promptly if they are lost, disclosed, stolen, or used without permission. Replacement or recovery depends on the issuer's ability to verify, block, or reissue the voucher and is not guaranteed. Gifting or transfer is allowed only where the product terms permit it; resale and brokering also require Holla's written permission under the acceptable-use terms.
  • Cancellations and refunds: once issuance or fulfillment has begun, vouchers generally cannot be cancelled, changed, exchanged, or refunded for a change of mind, a mistaken brand, value, or market selection, or a failure to use them before expiry, unless the product terms or applicable law provide otherwise. If Holla confirms that a paid voucher cannot be issued, Holla will arrange a refund of the amount paid for that voucher. If issuance is uncertain, Holla may first verify with the provider whether a voucher was issued so that the same voucher is not both usable and refunded. Other delivery, defect, or redemption problems are handled under section 7, including any remedy required by law. Any refund is based on the price paid for the affected voucher rather than its face value; in an order containing multiple products, a problem with one voucher does not automatically cancel the other products or limit any right to a remedy under applicable law.
  • Merchant and issuer issues: merchant stock, opening hours, service availability, redemption systems, and business continuity are outside Holla's control. If an otherwise eligible voucher is rejected, appears already used, or cannot be redeemed because of an issuer or merchant issue, contact Holla with the order number, voucher brand, attempted redemption date, outlet or channel, and relevant error message. Holla will investigate with the provider and arrange any remedy required under these terms or applicable law.

6. eSIM terms

eSIM packages are subject to provider coverage, device compatibility, network availability, destination restrictions, fair-use policies, validity periods, activation windows, top-up eligibility, and any additional provider terms shown in the product details.

The customer is responsible for confirming that their device is unlocked, eSIM-compatible, and compatible with the destination network before purchase. Holla may display provider and package information but does not control mobile network coverage, speed, roaming behavior, local regulations, device settings, or provider outages.

  • An eSIM may become non-refundable once the QR code, activation code, installation details, or other fulfillment secrets are delivered or revealed.
  • Top-ups may be available only for compatible active eSIMs and may depend on provider rules, remaining validity, destination, package type, and technical status.
  • Coverage maps, speed labels, data amounts, and validity periods are based on provider data and may be updated when providers change their catalog or network terms.

7. Refunds, returns, cancellations, and disputes

Because Holla's products are digital and often delivered instantly, orders generally cannot be returned and may not be cancellable after payment is confirmed or after fulfillment begins.

Holla may consider a refund, replacement, re-delivery, or cancellation where Holla confirms non-delivery, duplicate payment, incorrect fulfillment, provider or issuer failure, a defective unused digital product, unauthorized payment, or another issue for which a remedy is required by law. Holla will provide any remedy required by applicable law. Nothing in these terms, including restrictions on cancellation, refunds, expiry, or replacement, excludes, restricts, or waives any consumer right or remedy that cannot lawfully be excluded.

  • Refunds are normally returned to the original payment method, subject to payment provider timing, card network rules, bank processing time, fraud review, and available payment rails.
  • The customer should contact Holla support before filing a chargeback so the order can be investigated and resolved where possible.
  • For chargebacks or payment disputes, Holla may provide payment, account, device, delivery, redemption, support, and order evidence to the payment provider or card network.

8. Acceptable use and prohibited conduct

The customer must use Holla lawfully, honestly, and only for personal or authorized business purposes. Holla may restrict, suspend, cancel, or refuse services when activity creates operational, legal, regulatory, fraud, payment, security, or reputational risk.

Holla does not allow access to or use of the services from sanctioned, embargoed, or restricted countries or territories, or by sanctioned, blocked, denied, or otherwise restricted persons, entities, governments, or organizations. This restriction applies where required by applicable law, provider terms, payment partner requirements, or Holla's compliance policies.

  • Do not use Holla for fraud, unauthorized payments, stolen credentials, account takeover, money laundering, sanctions evasion, access from sanctioned countries or territories, illegal goods or services, or abusive chargeback activity.
  • Do not register, purchase, activate, redeem, resell, or otherwise use Holla for the benefit of any restricted person, entity, government, organization, country, or territory.
  • Do not resell, broker, scrape, bulk buy, automate, reverse engineer, interfere with, or overload Holla or provider systems unless Holla gives written permission.
  • Do not misrepresent identity, payment authorization, eligibility, location, device compatibility, product use, redemption status, or support facts.

9. Support, notices, and customer responsibilities

Customers can contact Holla support at support@useholla.com. Holla aims to respond within 1-2 business days, although timing may vary during provider reviews, payment disputes, outages, holidays, or high-volume periods.

The customer should include the order number, account email, product name, screenshots where relevant, device model for eSIM issues, and a short description of the problem. For voucher issues, also include the brand, attempted redemption date, outlet or redemption channel, and any error message. Do not post full voucher codes, PINs, QR codes, barcodes, or redemption links publicly.

10. Privacy and data

Holla collects and uses account, order, payment status, device, support, compliance, analytics, and technical data to operate the services, process orders, reduce fraud, provide support, comply with legal obligations, and improve the product.

Holla may share necessary data with voucher issuers, voucher distributors, participating merchants, payment processors, eSIM providers, infrastructure vendors, professional advisers, regulators, banks, card networks, and dispute-resolution participants where needed to provide the services, complete voucher claims or redemption, manage risk, or comply with law, as described in Holla's Privacy Policy.

11. Changes, availability, suspension, and termination

Holla may update these terms, product information, supported countries, service features, pricing, providers, and policies from time to time. The updated version applies when it is posted or otherwise made available unless a later effective date is stated. Updates do not retroactively reduce the entitlements or rights attached to an order already placed.

Holla may suspend or terminate an account, cancel an order, restrict support, remove a product, or decline future service where Holla reasonably believes there is fraud, misuse, legal risk, non-payment, provider restriction, payment partner requirement, or breach of these terms.

12. Disclaimers and limitation of liability

Holla provides the services on an as-is and as-available basis. To the maximum extent permitted by law, Holla disclaims warranties that the services will be uninterrupted, error-free, always available in every location, compatible with every device, or free from third-party changes or outages.

To the maximum extent permitted by law, Holla is not liable for indirect, incidental, special, consequential, exemplary, or punitive damages, lost profits, lost data, network failure, provider outage, issuer refusal, device incompatibility, or losses caused by misuse of voucher codes, redemption links, or activation details. These limitations do not remove Holla's obligations to provide refunds or other remedies required under these terms or applicable law.

13. Governing law

Unless mandatory consumer law requires otherwise, these terms and any dispute relating to Holla are governed by the laws of Singapore. The customer and Holla will first try to resolve disputes through support in good faith before either party begins formal proceedings.

14. Contact

Questions about these terms, orders, delivery, refunds, payment disputes, voucher claims, redemption or expiry, eSIM activation, or account access should be sent to support@useholla.com.