Terms of Service

1.1 Agreement to Be Bound

If you do not agree to these Terms in their entirety, you must not access or use our Services, create an Account, or purchase any eSIM Plans. Your use of the Services in any capacity — including browsing the website, creating an Account, making a purchase, or installing an eSIM profile — constitutes your acceptance of and agreement to these Terms. These Terms apply to all visitors, users, customers, and any other persons who access or use the Services.

1.2 Modifications to These Terms

We reserve the right to modify, amend, or update these Terms at any time at our sole discretion. When we make changes, we will post the revised Terms on our website and update the "Last updated" date at the top of this page. For material changes that affect your rights or obligations, we will make reasonable efforts to notify you at least 30 days before the changes take effect, by sending an email to the address associated with your Account or by displaying a prominent notice on our website or within the app. Your continued use of the Services after the revised Terms become effective constitutes your acceptance of the changes. If you do not agree with any modification, your sole remedy is to discontinue using the Services before the changes take effect. It is your responsibility to review these Terms periodically to stay informed of any updates.

1.3 Eligibility

You must be at least 18 years of age, or the age of legal majority in your jurisdiction (whichever is higher), to use our Services. By using our Services, you represent and warrant that you meet this age requirement and have the legal capacity to enter into a binding agreement. If you are using the Services on behalf of an organisation, you represent and warrant that you have the authority to bind that organisation to these Terms. Our Services are intended for individual consumers for personal use. If you are a business or corporate customer requiring multiple eSIM plans or accounts, please contact us at [email protected] for specific commercial terms.

1.4 Order of Precedence

If there is any conflict or inconsistency between these Terms and any other document or communication from eSimHero, the following order of precedence shall apply: (a) any specific terms agreed in writing between you and eSimHero for a particular service or promotion; (b) these Terms of Service; (c) our Privacy Policy and Cookie Policy; (d) any other Service documentation or FAQs published on our website. In all cases, specific terms prevail over general terms.

3.1 What We Provide

Our Services encompass the following:

• The sale and digital delivery of eSIM data plans for destinations worldwide, covering individual countries and multi-country regional plans
• A digital eSIM profile that is installed on your Compatible Device via QR code scan or direct installation through our mobile application
• Account management tools that allow you to view your active and past eSIM plans, monitor data usage, manage your profile settings, and access order history
• A Wallet system that enables you to store prepaid funds for convenient purchases and receive refunds or promotional credits
• Customer support via email and in-app messaging to assist with eSIM installation, activation, usage queries, troubleshooting, and refund requests
• A device compatibility checker tool to help you determine whether your device supports eSIM technology before you make a purchase
• Top-Up functionality that allows you to purchase additional data for certain active eSIM plans without needing to install a new eSIM profile
• Discount codes and promotional offers that may be available from time to time, subject to their own specific terms and conditions

3.2 How It Works

The general process for purchasing and using our eSIM Services is as follows. Please note that specific steps may vary depending on your device, operating system, and the plan you have purchased:

• Step 1 — Browse and Select: You browse our available eSIM Plans by destination (country or region), compare data allowances, validity periods, and pricing, and select the plan that best suits your travel needs
• Step 2 — Purchase: You complete your purchase by providing payment through one of our accepted payment methods (PayPal, or Wallet balance). You may also apply any valid discount codes at checkout. All prices are displayed inclusive of applicable taxes at the time of purchase
• Step 3 — Delivery: Upon successful payment processing, your eSIM profile is delivered to you digitally. You will receive an order confirmation email containing a QR code and step-by-step installation instructions. The eSIM is also accessible through your Account dashboard. Delivery is typically instantaneous but may take up to 30 minutes in some cases
• Step 4 — Installation: You install the eSIM profile on your Compatible Device by scanning the QR code or using the direct installation method within our app. We strongly recommend installing your eSIM before you travel to your destination to avoid any connectivity issues upon arrival. You may install the eSIM while connected to Wi-Fi or an existing mobile data connection
• Step 5 — Activation: Your eSIM Plan activates automatically when your device first connects to a supported mobile network in the Coverage Area. The Validity Period begins at this point. You do not need to take any manual action to activate the plan — simply having the eSIM enabled and data roaming turned on in your device settings is sufficient
• Step 6 — Usage: Your Data Allowance is available for the duration of the Validity Period from the moment of Activation. You can monitor your remaining data and the time left on your plan through your Account dashboard or the app. Once your Data Allowance is fully consumed or the Validity Period expires (whichever occurs first), the data service will cease
• Step 7 — Top-Up or New Plan: If you require additional data, you may purchase a Top-Up plan (where available for your existing eSIM) or purchase a new eSIM Plan. Some destinations support seamless top-ups that add data to your existing eSIM profile; others may require a new eSIM installation

3.3 Pre-Paid Service

All eSIM Plans and Services provided by eSimHero are strictly pre-paid. This means that you pay for your eSIM Plan in full before the service is delivered and activated. You will never incur charges beyond the price of the plan you have purchased. There are no hidden fees, overage charges, automatic renewals, or post-paid billing of any kind. When your Data Allowance is exhausted or the Validity Period expires (whichever occurs first), the data service will cease immediately. You will not be able to use data until you purchase a Top-Up or a new eSIM Plan. We will not automatically charge you for additional data or renew your plan without your explicit action and consent.

3.4 Service Availability

While we strive to make our Services available 24 hours a day, 7 days a week, we do not guarantee uninterrupted availability. Our website, app, and eSIM delivery systems may be temporarily unavailable due to scheduled maintenance, software updates, server issues, or circumstances beyond our control. We will make reasonable efforts to notify you of any planned maintenance that may affect Service availability. The availability of specific eSIM Plans for particular destinations may change at any time based on our agreements with underlying network providers, regulatory requirements, or operational considerations. We reserve the right to add, modify, or discontinue specific eSIM Plans or destinations without prior notice, although this will not affect plans you have already purchased.

4.1 Registration Requirements

• You must provide accurate, current, and complete information during the registration process, including a valid email address that you have access to
• You must update your Account information promptly if any of your details change, particularly your email address, as this is our primary means of communicating with you about your orders, eSIM delivery, and account security
• You may only create one Account per person. Creating multiple Accounts for the purpose of abusing promotional offers, discount codes, or referral programs is strictly prohibited and may result in Account termination and forfeiture of any associated Wallet balances or credits
• We reserve the right to request additional verification of your identity at any time, including in connection with a purchase, refund request, or suspected fraudulent activity. Failure to provide requested verification within a reasonable timeframe may result in order cancellation or Account suspension

4.2 Account Security

• You are solely responsible for maintaining the confidentiality and security of your Account credentials, including your password. You must not share your login credentials with any third party
• You are responsible for all activities that occur under your Account, whether or not you authorised them. This includes purchases, eSIM installations, refund requests, and any changes to your Account settings
• You must notify us immediately at [email protected] if you become aware of or suspect any unauthorised access to or use of your Account, or any other breach of security
• We will never ask you for your password by email, phone, or any other channel. If you receive such a request purporting to be from eSimHero, do not respond and report it to us immediately
• We may implement additional security measures, such as two-factor authentication or session management controls, at any time. You agree to comply with any security procedures we implement as a condition of continued Account access

4.3 Account Restrictions

• You may not transfer, assign, sell, or otherwise convey your Account or any rights under your Account to any third party without our prior written consent
• We reserve the right to suspend or terminate any Account that contains false, misleading, or fraudulent information, or that we reasonably believe is being used in violation of these Terms
• We reserve the right to reclaim or reassign usernames, email addresses, or other identifiers associated with Accounts that are inactive, misleading, or infringing upon the rights of others
• Accounts that remain inactive (no purchases, logins, or other activity) for a period of 24 consecutive months may be subject to closure. We will make reasonable efforts to notify you before closing an inactive Account

5.1 Compatibility Requirements

To use our eSIM Services, your device must meet all of the following requirements:

• Your device must have built-in eSIM hardware capability. Not all smartphones and tablets support eSIM — this is determined by the device manufacturer and model. Older devices and some budget models may not have eSIM capability even if they appear modern
• Your device must be running a supported operating system version. For Apple devices, this generally means iOS 12.1 or later; for Android devices, requirements vary by manufacturer and model. Some Android devices have eSIM hardware but require a specific software update to enable eSIM functionality
• Your device must be SIM-unlocked, meaning it is not locked to a specific carrier that prevents the use of other network profiles. Even if your device has eSIM hardware, a carrier lock may prevent you from installing or activating a third-party eSIM profile such as those provided by eSimHero
• Your device must have sufficient storage space to install the eSIM profile and a working internet connection (Wi-Fi or existing mobile data) at the time of installation
• Certain device manufacturers or regional variants of the same device model may have eSIM functionality disabled or restricted. For example, some devices sold in specific countries may have eSIM capability disabled in the factory firmware

5.2 Compatibility Checker

eSimHero provides a device compatibility checker tool on our website and within the app as a convenience to help you determine whether your device is likely to support eSIM. However, this tool is provided on an "as is" basis and we make no warranties or guarantees regarding its accuracy or completeness. The compatibility checker relies on publicly available device specification data and may not account for carrier locks, regional firmware restrictions, software updates, or other device-specific factors that could affect eSIM functionality. The compatibility checker is an indicative guide only — it is not a substitute for checking your device settings directly or contacting your device manufacturer or current carrier to confirm eSIM support.

5.3 Your Responsibility

• Before making any purchase, we strongly recommend that you check your device settings to confirm that eSIM functionality is available and enabled. On most devices, you can find this under Settings > Mobile/Cellular > Add eSIM (or similar)
• If you are unsure whether your device supports eSIM, contact your device manufacturer or your current mobile carrier for confirmation before purchasing
• If you have recently changed carriers, had your device repaired, or updated your device software, we recommend re-checking eSIM compatibility, as these events can sometimes affect eSIM functionality
• eSimHero is not responsible for eSIM compatibility issues that arise from carrier locks, device manufacturer restrictions, software updates, firmware modifications, or any other device-specific factors outside our control
• If you purchase an eSIM Plan and are unable to install or activate it due to device incompatibility, you may be eligible for a refund in accordance with Section 9, provided the eSIM has not been activated on a network

6.1 Pricing and Currency

• All prices displayed on our website and app are in the currency applicable to your selected region. We currently support three currencies: US Dollars (USD), British Pounds (GBP), and Euros (EUR). The currency shown to you is determined by your locale settings, but you may change your preferred currency at any time
• Prices displayed are inclusive of any applicable taxes and fees, unless otherwise explicitly stated at checkout. You are responsible for any additional charges imposed by your payment provider, bank, or financial institution (such as currency conversion fees or international transaction fees), which are outside our control
• We reserve the right to change our prices at any time without prior notice. However, any price changes will not affect eSIM Plans that you have already purchased and paid for. The price you pay is the price displayed at the time you complete your purchase
• Currency conversions, where applicable, are processed at the prevailing exchange rate determined by our payment processor at the time of the transaction. We do not guarantee any particular exchange rate and are not responsible for any differences between the displayed price and the amount charged to your payment method due to currency fluctuation
• Volume discounts may be available when purchasing multiple eSIM Plans in a single transaction. Any applicable discounts will be calculated and displayed automatically at checkout. Discount codes and promotional offers are subject to their own specific terms and conditions, including validity periods, usage limits, and eligible plans or destinations
• We make every effort to ensure pricing accuracy. In the rare event that an eSIM Plan is listed at an incorrect price due to a technical error, we reserve the right to cancel the order and issue a full refund, or to contact you to confirm whether you wish to proceed at the correct price

6.2 Payment Methods and Processing

• We currently accept payments via PayPal and eSimHero Wallet balance. Additional payment methods may be introduced from time to time and will be displayed at checkout when available
• All payments are processed securely through our third-party payment providers. eSimHero does not directly store, process, or have access to your full credit card or debit card details. Payment security is handled by our payment partners in compliance with applicable payment industry standards
• When paying via PayPal, you will be redirected to PayPal's secure payment environment to authorise the transaction. The transaction will appear on your PayPal account or linked payment method statement as a payment to eSimHero
• When paying via Wallet balance, the purchase amount will be deducted from your available Wallet balance immediately upon order confirmation. If your Wallet balance is insufficient to cover the full purchase amount, you will need to top up your Wallet or select an alternative payment method
• By submitting a payment, you represent and warrant that (a) you are authorised to use the selected payment method, (b) the payment information you provide is accurate and complete, and (c) you authorise us to charge the specified amount to your selected payment method
• We reserve the right to decline, cancel, or reverse any transaction where we reasonably suspect fraudulent activity, unauthorised use of a payment method, payment irregularities, or violation of these Terms. In such cases, any eSIM profiles delivered may be deactivated

6.3 Order Confirmation and Delivery

• Upon successful payment processing, we will send you an order confirmation to the email address associated with your Account. This confirmation will include your order number, a summary of the eSIM Plan you purchased, and instructions for installing your eSIM profile
• Your eSIM profile will be delivered digitally immediately following successful payment. In most cases, delivery occurs within seconds. However, in some circumstances, delivery may take up to 30 minutes due to processing times with our underlying eSIM providers. If you have not received your eSIM within 30 minutes of purchase, please check your spam/junk email folder first, then contact our support team at [email protected]
• The eSIM profile can be accessed and installed via the QR code included in your confirmation email, or directly through your Account dashboard on our website or app. We recommend keeping your confirmation email until you have successfully installed and used your eSIM
• It is your responsibility to ensure that the email address associated with your Account is correct, up-to-date, and that you are able to receive emails from us. We are not responsible for delays or failures in delivery caused by incorrect email addresses, overly aggressive spam filters, or email service provider issues on your end
• An order is considered complete once the eSIM profile has been generated and made available to you (via email and your Account dashboard), regardless of whether you have installed or activated it. Delivery is deemed successful once the eSIM is accessible through at least one of these channels

6.4 Discount Codes and Promotions

From time to time, eSimHero may offer discount codes, promotional offers, or special pricing. These are subject to the following conditions:

• Discount codes are valid only for the period and products specified and may be subject to additional terms communicated at the time of the promotion
• Unless otherwise stated, discount codes cannot be combined with other offers, discounts, or promotions and are limited to one use per Account
• We reserve the right to cancel, modify, or withdraw any promotion at any time without prior notice. If a discount code is withdrawn after you have already applied it to a completed purchase, the original discounted price will be honoured
• Discount codes are non-transferable and may not be resold, published on coupon aggregation websites, or distributed publicly without our express written permission. We reserve the right to void discount codes that are shared or used in violation of their intended terms
• Abuse of discount codes — including creating multiple Accounts to use a code more than once, or using codes obtained through unauthorised means — may result in order cancellation, Account suspension, and forfeiture of any associated credits or Wallet balance

7.1 Installation

After purchasing an eSIM Plan, you must install the eSIM profile on a Compatible Device before it can be activated and used. Please note the following regarding installation:

• Each eSIM profile can only be installed on one device at a time. Once installed, the eSIM profile cannot be transferred to a different device. If you remove or delete an eSIM profile from your device, it may not be possible to reinstall it — contact our support team before removing any installed eSIM
• We strongly recommend installing your eSIM while you still have access to Wi-Fi or an existing internet connection (e.g., before you travel). Installation requires an active internet connection to download the eSIM profile to your device
• Installation instructions vary by device and operating system. Detailed step-by-step guides for major device brands are available on our website and within the app. If you experience difficulties during installation, contact our support team for assistance
• Some devices have a limited number of eSIM profile slots. If your device has reached its maximum number of stored eSIM profiles, you may need to remove an existing profile before installing a new one. Consult your device manufacturer's documentation for details on eSIM storage limits
• Your device must be connected to the internet during the initial installation process. Once the eSIM profile is installed, it will remain on your device even without an internet connection, and will activate when you arrive in the Coverage Area

7.2 Activation and Validity

Activation and the Validity Period operate as follows:

• Your eSIM Plan activates automatically when your device first establishes a data connection with a supported mobile network in the designated Coverage Area. No manual action is required beyond having the eSIM enabled and data roaming turned on in your device settings
• The Validity Period begins at the moment of Activation and runs continuously and without interruption for the specified duration (e.g., 7 days, 15 days, 30 days), including overnight hours, periods when your device is switched off or in airplane mode, and periods when you are not actively using data
• The Validity Period is calculated from the exact time of Activation. For example, if you have a 7-day plan that activates at 3:00 PM on Monday, it will expire at 3:00 PM the following Monday
• Unused data does not carry over or roll over beyond the Validity Period. When the Validity Period expires, any remaining unused Data Allowance is forfeited, and you will not be entitled to a refund for unused data
• Once your Data Allowance is fully consumed (i.e., you have used all of the included data), the data service will cease immediately, regardless of whether the Validity Period has expired. You will need to purchase a Top-Up or new eSIM Plan to continue using data
• Top-Up plans may be available for certain destinations and eSIM profiles, allowing you to add additional data to an active eSIM without installing a new profile. Top-Up availability depends on the underlying network provider and is shown on the plan details page. Each Top-Up has its own Data Allowance and Validity Period
• If you install your eSIM but do not travel to the Coverage Area, the eSIM Plan will not activate and the Validity Period will not begin. However, eSIM profiles that remain unactivated for an extended period (typically 180 days from purchase) may expire and become unusable. If this occurs, contact our support team

7.3 Coverage and Network Quality

Our eSIM Plans provide data connectivity through partnerships with local mobile network operators in each destination. The quality and availability of the service depends on factors that are largely outside our direct control:

• The Coverage Area, supported countries, and participating network operators for each eSIM Plan are specified on the plan details page at the time of purchase. Network operator names and coverage maps are provided for informational purposes and may change without notice as our network partners update their infrastructure
• Network speeds are not guaranteed and may vary significantly based on local network congestion, your geographic location within the Coverage Area (urban vs. rural), time of day, weather conditions, building structures, the capabilities of your device, and the policies of the local network operator
• Many of our plans offer access to 4G/LTE and 5G networks where available, but actual speeds may be lower depending on local conditions. Some network operators may apply fair usage policies, traffic management, or speed throttling, which are outside our control
• We do not guarantee uninterrupted, continuous, fault-free, or error-free service. Mobile data services may be temporarily unavailable due to network maintenance, outages, technical issues, or environmental factors affecting the local network operator's infrastructure
• In multi-country or regional eSIM Plans, coverage quality and available networks may vary from country to country. Not all countries within a regional plan will necessarily have the same level of coverage, speed, or network availability
• eSimHero has no direct control over the third-party mobile network operators that provide the underlying data connectivity. We act as a reseller and intermediary. We accept no liability for the quality of service, network performance, coverage gaps, outages, or any other issues attributable to the local network operator's infrastructure or operations
• If you experience persistent connectivity issues in a destination where coverage is indicated as available, please contact our support team. While we cannot guarantee resolution of network-level issues, we will work with you and our network partners to investigate and, where appropriate, offer a resolution in accordance with our Refund Policy

7.4 Data-Only Service

Unless explicitly stated otherwise in the plan description, all eSIM Plans provided by eSimHero are data-only. This means the plan provides mobile data connectivity only and does not include the ability to make or receive traditional voice calls (circuit-switched) or send/receive SMS text messages. You may, however, use internet-based communication services (VoIP) over your data connection, such as WhatsApp calls, FaceTime, Zoom, Skype, and similar applications. The quality and reliability of VoIP services depend on your data connection speed and the specific application you are using, and are outside our control. If you require traditional voice calling or SMS capability during your travels, you will need to use your existing physical SIM or obtain a separate service that provides voice/SMS functionality.

7.5 Roaming and Cross-Border Usage

When using our eSIM Services in different countries or regions, please be aware of the following:

• Your eSIM Plan is valid only in the Coverage Area specified at the time of purchase. If you travel to a country outside the Coverage Area, the eSIM will not provide data connectivity in that country
• For regional or multi-country plans, data usage may be subject to different rates of consumption depending on which country you are in and the specific network you are connected to, due to different data measurement and billing practices among local operators
• Your use of our eSIM Services while travelling is subject to the local laws and regulations of the country you are in. It is your responsibility to comply with all applicable local laws regarding the use of mobile data services, including any restrictions on VoIP services, content access, or data usage that may apply in your destination
• Some countries may require additional registration, identification, or regulatory compliance before mobile data services can be used. eSimHero will inform you of any known requirements where possible, but it is ultimately your responsibility to ensure compliance with local regulations
• We are not liable for any costs, penalties, legal proceedings, or other consequences arising from your failure to comply with local laws and regulations in any country where you use our Services

8.1 Wallet Funds

• Wallet funds are pre-paid and denominated in the currency of your Account at the time of top-up. They can be used to purchase eSIM Plans, Top-Ups, and other eligible products or services on our platform
• Wallet balances do not accrue interest, dividends, or any other form of return. The funds are held for the sole purpose of facilitating purchases on our platform
• Wallet funds are non-transferable between Accounts. You may not transfer, gift, sell, or otherwise convey your Wallet balance to another user or Account
• Wallet balances are non-redeemable for cash unless required by applicable law in your jurisdiction. If you close your Account, any remaining Wallet balance will be forfeited unless a refund is required by law

8.2 Top-Ups and Credits

• You can add funds to your Wallet at any time by making a payment through our accepted payment methods. Wallet top-up amounts may be subject to minimum and maximum limits as displayed at the time of the top-up
• We may credit your Wallet as part of a refund (where we determine that a Wallet credit is the appropriate refund method), promotional offer, referral reward, affiliate commission, or goodwill gesture. Such credits are subject to any specific terms associated with the reason for the credit
• Promotional or bonus Wallet credits may have specific expiration dates or usage restrictions, which will be communicated to you at the time they are credited. If no expiration date is specified, credits remain valid for the lifetime of your Account

8.3 Wallet Security and Suspension

• Your Wallet is secured by your Account credentials. You are responsible for the security of your Account as described in Section 4.2. Any transactions made using your Wallet balance while your Account is accessed are deemed to be authorised by you
• We reserve the right to suspend, restrict, or freeze your Wallet functionality without prior notice if we reasonably suspect fraud, unauthorised access, money laundering, abuse of promotional credits, or any other misuse of the Wallet feature
• If your Wallet is suspended pending investigation, any eSIM Plans purchased using Wallet funds during the period under investigation may also be suspended or deactivated pending the outcome of the investigation

9.1 Full Refunds

You are entitled to a full refund in the following circumstances:

• Unused and unactivated eSIM Plans: If you have purchased an eSIM Plan but have not installed or activated it, you may request a full refund within 30 days of the date of purchase. An eSIM is considered "unactivated" if it has never established a data connection with a network in the Coverage Area
• Technical failure on our side: If we are unable to deliver a working eSIM profile to you due to a technical fault, system error, or other issue attributable to eSimHero or our eSIM providers, and we are unable to resolve the issue within a reasonable timeframe, you are entitled to a full refund
• Incorrect plan delivery: If you receive an eSIM Plan that materially differs from what was described at the time of purchase (e.g., wrong destination, significantly different Data Allowance, or incorrect Validity Period) and we are unable to provide the correct plan, you are entitled to a full refund
• Duplicate charges: If you are charged more than once for the same eSIM Plan due to a payment processing error, we will refund the duplicate charge(s) in full

9.2 Partial Refunds

Activated eSIM Plans with significant remaining data may be eligible for a partial refund on a case-by-case basis, at our sole discretion. We are not obligated to provide partial refunds, but we will consider them where we believe it is fair and reasonable to do so. Factors we take into account when assessing partial refund requests include:

• The proportion of the Data Allowance remaining compared to the total purchased amount (e.g., if less than 10% of data has been used, a partial refund is more likely to be considered than if 80% has been consumed)
• The reason for the refund request and whether the issue is within our control or attributable to third-party network conditions
• How much of the Validity Period has elapsed at the time of the refund request
• Whether you made reasonable efforts to contact our support team to resolve the issue before requesting a refund (e.g., troubleshooting steps, APN settings adjustment, network selection)
• The specific circumstances of the case, including any evidence you provide regarding the issue you experienced

9.3 Non-Refundable Situations

To be transparent about the limits of our refund policy, refunds will generally not be issued in the following circumstances:

• The eSIM Plan has been fully consumed — i.e., the entire Data Allowance has been used
• The Validity Period has expired, regardless of whether data remains unused. The Validity Period is a fixed timeframe and cannot be paused, extended, or refunded once it has commenced
• Device incompatibility where compatibility information was available before purchase and you did not verify your device's eSIM support. Our compatibility checker and device compatibility guides are available for your reference before purchasing
• You changed your mind after Activation and have used a material portion (generally more than 10%) of the Data Allowance. Pre-paid digital services are consumed upon use and cannot be "returned"
• Service quality issues caused by local network conditions, congestion, geographic coverage limitations, or other factors attributable to the local network operator and outside our control, unless the service was fundamentally unusable in the specified Coverage Area
• Slow data speeds — our eSIM Plans do not guarantee specific speeds and network performance varies based on many factors outside our control as described in Section 7.3
• Inability to use the eSIM because you did not install it before travelling and lacked internet access at your destination to complete installation
• Failure to enable the eSIM or configure data roaming settings correctly on your device, where our installation instructions and support resources were available to you
• Changes to your travel plans that mean you no longer need the eSIM Plan, unless the eSIM has not been activated, in which case Section 9.1 applies
• Force majeure events as described in Section 17

9.4 How to Request a Refund

To request a refund, please follow these steps:

• Contact our support team at [email protected] or through the in-app support chat, providing your order number, the email address associated with your Account, and a clear description of the reason for your refund request
• Include any relevant supporting information, such as screenshots of error messages, details of the troubleshooting steps you have already taken, or evidence of the issue you experienced
• Our support team will review your request and may ask for additional information or request that you complete certain troubleshooting steps before processing the refund. Your timely cooperation is required — if you do not respond to our enquiries within 14 days, we may close your refund request
• We aim to assess and respond to all refund requests within 5 business days of receiving complete information. The processing of approved refunds may take an additional 5–10 business days depending on the refund method
• Approved refunds will be returned to the original payment method used for the purchase. In some cases, and at our discretion, refunds may be issued as a credit to your eSimHero Wallet instead. You will be informed of the refund method when your refund is approved
• Refunds are processed in the currency of the original transaction at the amount paid at the time of purchase. We are not responsible for any difference between the refunded amount and the value you receive due to currency exchange rate fluctuations between the date of purchase and the date of refund

10.1 Cooling-Off Period

Under applicable consumer protection legislation (including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in the UK and Directive 2011/83/EU in the EU), you may have the right to cancel your purchase within 14 days of the order date (the "Cooling-Off Period") without giving any reason and without incurring any penalty, except as set out below.

10.2 Loss of Cancellation Right

Because our eSIM Plans are digital content and services that can begin immediately upon purchase, the following applies:

• By purchasing an eSIM Plan and proceeding with installation or activation, you expressly consent to the immediate provision of the digital content/service and acknowledge that you will lose your right to cancel under the Cooling-Off Period once the eSIM service has been fully provided (i.e., the Data Allowance has been fully consumed or the Validity Period has expired)
• If the eSIM service has only been partially provided at the time you exercise your cancellation right (e.g., you have used some but not all of the Data Allowance and the Validity Period has not expired), you may still cancel during the Cooling-Off Period. However, you will be required to pay for the portion of the service already provided, calculated proportionally based on the Data Allowance consumed
• If you have purchased an eSIM Plan but have not yet installed or activated it, you retain your full cancellation right during the Cooling-Off Period

10.3 How to Exercise Your Cancellation Right

To exercise your right to cancel during the Cooling-Off Period, you must inform us of your decision by a clear, unambiguous statement (e.g., by email to [email protected]). You may use the following template, but it is not mandatory: "I hereby give notice that I cancel my purchase of the following eSIM Plan: [Plan Name / Order Number], ordered on [Date]. Customer name: [Your Name]. Customer email: [Your Email]." We will process your cancellation and any applicable refund in accordance with the timelines set out in Section 9.4.

10.4 Statutory Rights

Nothing in these Terms affects your statutory rights as a consumer under applicable law. The cancellation and refund provisions in these Terms are in addition to (and do not replace) any rights you may have under consumer protection legislation in your jurisdiction. If mandatory consumer protection laws in your jurisdiction provide greater protection than these Terms, those laws will prevail to the extent of any inconsistency.

11.1 Prohibited Activities

You must not use our Services to:

• Engage in any activity that is unlawful, fraudulent, deceptive, or malicious under the laws of any applicable jurisdiction
• Attempt to gain unauthorised access to our systems, servers, networks, databases, or any other user's Account or personal data
• Resell, redistribute, sublicense, or commercially exploit eSIM Plans, data services, or any part of our Services without our prior written permission. Our eSIM Plans are for personal, non-commercial use only unless separate commercial terms have been agreed
• Interfere with, disrupt, or attempt to disrupt the integrity, performance, or availability of our Services, website, app, or any associated systems or networks
• Use the Services in a manner that adversely affects the experience of other users or the operations of our network partners
• Circumvent, disable, tamper with, or otherwise interfere with any security features, access controls, usage limits, or technological protection measures built into the Services
• Use automated systems, software, scripts, bots, or scrapers to access, interact with, or extract data from our Services without our express written permission
• Provide false, misleading, incomplete, or fraudulent information in connection with your Account registration, any purchase, refund request, or communication with us
• Use the data connection provided by our eSIM Plans for any activity that violates applicable laws, including but not limited to the transmission of illegal content, intellectual property infringement, harassment, hacking, distribution of malware, or any form of cybercrime
• Use the data connection for excessive or abusive purposes that are inconsistent with normal personal use patterns, including operating servers, peer-to-peer file sharing of copyrighted material, cryptocurrency mining, or similar high-bandwidth activities that may be restricted by local network operators' fair usage policies
• Attempt to modify, adapt, reverse-engineer, decompile, or disassemble any eSIM profile, software, or technology provided as part of our Services
• Impersonate any person or entity, or falsely state or otherwise misrepresent your affiliation with a person or entity

11.2 Consequences of Violation

If we determine, in our reasonable judgement, that you have violated this acceptable use policy, we may take one or more of the following actions without prior notice:

• Issue a warning requiring you to cease the prohibited activity
• Temporarily or permanently suspend your access to the Services and/or deactivate any active eSIM Plans
• Terminate your Account in accordance with Section 12
• Forfeit any Wallet balance, credits, or promotional benefits associated with your Account
• Report the activity to relevant law enforcement authorities or regulatory bodies where we believe a criminal offence may have been committed
• Pursue legal action to recover any losses or damages caused by your violation

12.1 Suspension by Us

We may suspend your access to all or part of the Services immediately, without prior notice, in the following circumstances:

• We have reasonable grounds to suspect fraudulent, unlawful, or unauthorised use of your Account, payment method, or the Services
• You have breached or we reasonably suspect you have breached any material provision of these Terms, including the Acceptable Use Policy in Section 11
• We are required to do so by a court order, law enforcement request, or regulatory requirement
• It is necessary for maintenance, security, or operational reasons to protect the integrity of our systems or the Services. In such cases, we will endeavour to provide advance notice where practicable and to minimise the duration of any disruption
• You fail to provide information requested by us for identity verification, regulatory compliance, or fraud prevention purposes within a reasonable timeframe
• A complaint has been made against you by a third party (including a network operator) in relation to your use of our Services, and suspension is necessary while we investigate

12.2 Termination by Us

We may terminate your Account and permanently revoke your access to the Services in the following circumstances:

• You materially or repeatedly breach these Terms and, where the breach is capable of remedy, fail to remedy it within 14 days of us notifying you of the breach
• You engage in conduct that constitutes a serious violation of the Acceptable Use Policy, in which case we may terminate without a cure period
• We discontinue the Services entirely, in which case we will provide at least 30 days' notice and will honour any active eSIM Plans for the remainder of their Validity Period
• Your Account has been inactive for 24 consecutive months, and we have been unable to reach you at the email address on file after reasonable attempts to do so
• Where reasonably practicable, we will give you notice before terminating your Account and will explain the reason for termination. However, we may terminate without notice where we believe it is necessary to prevent fraud, protect the security of our systems, or comply with legal requirements

12.3 Termination by You

You may close your Account at any time by contacting us at [email protected] with a clear request to close your Account. Please note the following regarding voluntary Account closure:

• Closing your Account does not entitle you to a refund for any active, expired, or partially used eSIM Plans, except as specifically provided in Section 9 (Refund Policy)
• Any remaining Wallet balance at the time of Account closure will be forfeited unless a refund of Wallet funds is required by applicable law in your jurisdiction. We recommend using or withdrawing your Wallet balance before closing your Account
• Active eSIM Plans may continue to function until their Validity Period expires or Data Allowance is exhausted, but we are under no obligation to provide support for eSIM Plans associated with a closed Account
• We may retain certain information associated with your Account for a period after closure as required by law, for fraud prevention, dispute resolution, or to enforce these Terms. Please refer to our Privacy Policy for details on data retention

12.4 Effect of Termination

Upon termination of your Account (whether by you or by us), the following consequences apply:

• Your right to access and use the Services ceases immediately, except for any active eSIM Plans as described above
• Any Wallet balance, unused credits, promotional benefits, or discount codes associated with your Account will be forfeited, unless otherwise required by law
• We may delete your Account data in accordance with our Privacy Policy and applicable data retention requirements
• You remain liable for any outstanding obligations or amounts owed to us at the time of termination
• The following sections of these Terms survive termination and continue to apply: Definitions (Section 2), Intellectual Property (Section 13), Privacy and Data Protection (Section 14), Limitation of Liability (Section 15), Indemnification (Section 16), Governing Law and Dispute Resolution (Section 19), and any other provisions that by their nature are intended to survive

13.1 Our Intellectual Property

All content, materials, software, designs, text, graphics, logos, icons, images, audio, video, data compilations, and other elements available through our website and app (collectively, "Our Content") are the property of eSimHero or our respective licensors and are protected by applicable copyright, trademark, patent, trade secret, and other intellectual property laws. The eSimHero name, logo, and all related names, logos, product and service names, designs, and slogans are trademarks of eSimHero. You may not use these marks without our prior written permission.

13.2 Limited Licence

• Subject to your compliance with these Terms, we grant you a limited, non-exclusive, non-transferable, non-sublicensable, revocable licence to access and use the Services for your personal, non-commercial purposes
• Your purchase of an eSIM Plan grants you a limited, non-exclusive, non-transferable licence to use the eSIM profile for personal data connectivity on a single Compatible Device for the duration of the Validity Period
• This licence does not include the right to: (a) modify, copy, distribute, transmit, display, perform, reproduce, publish, license, or create derivative works from Our Content; (b) use any data mining, robots, or similar data gathering or extraction methods; (c) download any portion of the Services other than as expressly permitted; or (d) use the Services for any commercial purpose without our express written consent

13.3 Restrictions

• You may not reproduce, distribute, modify, create derivative works of, publicly display, publicly perform, republish, download, store, or transmit any of Our Content except as generally and ordinarily permitted through the Services according to these Terms
• You may not reverse-engineer, decompile, disassemble, or otherwise attempt to derive the source code, underlying ideas, algorithms, or structure of any software, eSIM profile, or technology provided as part of the Services
• You may not remove, alter, or obscure any copyright, trademark, or other proprietary rights notices from Our Content or any materials provided through the Services
• Any feedback, suggestions, ideas, enhancement requests, or recommendations you provide to us regarding the Services ("Feedback") are entirely voluntary. By providing Feedback, you irrevocably assign to us all rights, title, and interest in the Feedback and agree that we are free to use, disclose, reproduce, and exploit such Feedback without obligation, attribution, or compensation to you

14.1 Data Collection and Use

By using our Services, you acknowledge and consent to the collection, processing, and use of your personal data as described in our Privacy Policy. This includes data collected during Account registration, purchases, eSIM usage, customer support interactions, and your use of our website and app. We process your data for the purposes of providing the Services, processing transactions, communicating with you, improving our products, complying with legal obligations, and preventing fraud.

14.2 International Data Transfers

In order to provide you with eSIM data services while you are travelling internationally, your personal data (including your eSIM profile credentials and usage data) will necessarily be processed by third-party mobile network operators in the countries you visit. These operators may be located in countries that have different data protection laws and standards than your country of residence. By using our eSIM Services, you acknowledge and consent to the transfer and processing of your data by these third-party operators as necessary to provide the service. We take reasonable steps to ensure that our network partners and service providers maintain appropriate data protection standards, but we cannot guarantee that all operators in all jurisdictions will meet the same standards as those in your home country.

14.3 Data Protection Compliance

• We comply with applicable data protection laws and regulations, including the General Data Protection Regulation (GDPR) for users in the European Economic Area and the United Kingdom, and other applicable privacy legislation worldwide
• Where we rely on your consent for data processing, you may withdraw your consent at any time, though this will not affect the lawfulness of processing carried out before the withdrawal
• You have certain rights regarding your personal data, including the right to access, correct, delete, restrict processing, data portability, and object to processing. To exercise any of these rights, please contact us at [email protected]
• For full details on our data practices, your rights, and how to exercise them, please read our Privacy Policy, available at www.esimhero.com/privacy

14.4 Marketing Communications

We may send you marketing communications about our products, services, and promotions if you have opted in to receive them or where we are otherwise permitted to do so under applicable law. You can opt out of marketing communications at any time by clicking the "unsubscribe" link in any marketing email, updating your notification preferences in your Account settings, or contacting us at [email protected]. Please note that even if you opt out of marketing communications, we may still send you transactional and service-related messages that are necessary for the provision of the Services (such as order confirmations, eSIM delivery emails, and account security notifications).

15.1 No Warranties

To the maximum extent permitted by applicable law, our Services are provided on an "as is" and "as available" basis, without warranties or representations of any kind, whether express, implied, statutory, or otherwise. We specifically disclaim all implied warranties of merchantability, fitness for a particular purpose, title, non-infringement, and accuracy. We do not warrant that: (a) the Services will meet your specific requirements; (b) the Services will be uninterrupted, timely, secure, error-free, or free of viruses or other harmful components; (c) the results obtained from the use of the Services will be accurate, reliable, or complete; (d) any errors in the Services will be corrected; or (e) the quality of any products, services, information, or other material obtained through the Services will meet your expectations.

15.2 Limitation of Damages

To the maximum extent permitted by applicable law, eSimHero, its officers, directors, employees, agents, affiliates, partners, licensors, and suppliers shall not be liable to you for any:

• Indirect, incidental, special, consequential, exemplary, or punitive damages of any kind
• Loss of profits, revenue, business opportunities, contracts, anticipated savings, or goodwill
• Loss of data, whether or not we were advised of the possibility of such loss
• Business interruption, loss of business information, or any other pecuniary loss
• Damages arising from your use of or inability to use the Services, including any reliance on any content or information obtained through the Services
• Damages arising from unauthorised access to or alteration of your transmissions, Account, or data
• Damages arising from the conduct or content of any third party on or through the Services, including any defamatory, offensive, or illegal conduct of other users or third parties

15.3 Cap on Liability

Subject to Section 15.4, our total aggregate liability to you for all claims arising from or related to these Terms or the Services, whether in contract, tort (including negligence), strict liability, or any other legal theory, shall not exceed the greater of: (a) the total amount you have paid to eSimHero in the 12 months immediately preceding the event giving rise to the claim; or (b) one hundred British Pounds (£100). This limitation applies regardless of whether we have been advised of the possibility of such damages and regardless of the failure of any limited remedy to achieve its essential purpose.

15.4 Exclusions

Nothing in these Terms excludes or limits our liability for: (a) death or personal injury caused by our negligence or the negligence of our employees or agents; (b) fraud or fraudulent misrepresentation; (c) any breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession); or (d) any other liability that cannot be excluded or limited by applicable law. If you are a consumer, nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015 or equivalent legislation in your jurisdiction.

15.5 Basis of Bargain

You acknowledge and agree that the limitations of liability set out in this section are fundamental elements of the agreement between you and eSimHero, and that eSimHero would not provide the Services to you without these limitations. The allocation of risk set out in this section is reflected in the prices charged for the Services.

17.1 Effect of Force Majeure

During a Force Majeure Event, the affected party's obligations under these Terms are suspended for the duration of the event. We will make reasonable efforts to mitigate the impact of a Force Majeure Event on our Services and to resume normal operations as soon as practicable. If a Force Majeure Event continues for more than 60 consecutive days, either party may terminate the affected services by giving written notice to the other party.

17.2 No Refund for Force Majeure

If your eSIM Plan is affected by a Force Majeure Event (for example, if local network infrastructure is damaged by a natural disaster), you will not be entitled to a refund for the affected period. However, we will consider goodwill gestures on a case-by-case basis for customers significantly affected by prolonged Force Majeure Events, such as providing Wallet credits or replacement eSIM Plans for use at a later date.

18.1 Third-Party Service Providers

We use third-party service providers to deliver various aspects of our Services, including but not limited to: mobile network operators (who provide the underlying data connectivity), payment processors (who handle payment transactions), email service providers (who deliver transactional emails), cloud hosting providers (who host our infrastructure), and analytics providers (who help us understand usage patterns). While we select our service providers with care and require them to maintain appropriate standards, we are not responsible for the acts, omissions, performance, availability, or security of any third-party service provider. Our liability is limited to our own performance of the Services.

18.2 Third-Party Links

Our website or app may contain links to third-party websites, resources, or services that are not owned or controlled by eSimHero. These links are provided for your convenience and information only. We do not endorse, and are not responsible for, the content, accuracy, privacy practices, or opinions expressed on or by any third-party website. Your use of any third-party website is at your own risk and subject to the terms and conditions and privacy policies of that website. We encourage you to read the terms and privacy policies of any third-party website you visit.

19.1 Governing Law

These Terms, and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims), shall be governed by and construed in accordance with the laws of England and Wales.

19.2 Informal Resolution

Before initiating any formal dispute resolution proceedings, both parties agree to first attempt to resolve any dispute, claim, or controversy arising out of or relating to these Terms or the Services through good-faith informal negotiation. To initiate informal negotiation, you must send a written notice describing the nature of the dispute and the relief sought to [email protected]. We will respond within 14 days of receipt. The informal negotiation period shall last for 30 days from the date we receive your notice, during which neither party shall initiate formal proceedings (except where necessary to prevent the expiry of a limitation period).

19.3 Jurisdiction

If the dispute cannot be resolved through informal negotiation within the 30-day period described above, either party may submit the dispute to the exclusive jurisdiction of the courts of England and Wales. However, if you are a consumer resident in the European Union or the United Kingdom, you retain the right to bring proceedings in the courts of your country of residence. If you are a consumer resident in the European Union, you may also be entitled to submit the dispute to the European Commission's Online Dispute Resolution (ODR) platform.

19.4 Consumer Rights

Nothing in this section affects your statutory rights as a consumer under the applicable law of your country of residence. If mandatory consumer protection laws in your jurisdiction provide you with greater rights than those set out in these Terms, those mandatory laws will prevail to the extent of any inconsistency.

20.1 Changes Affecting Existing Purchases

If we make changes that materially affect eSIM Plans you have already purchased and paid for, and those plans have not yet expired, we will make reasonable efforts to honour the original terms of your purchase or to provide you with an equivalent alternative. If we are unable to do so, you may be eligible for a refund in accordance with Section 9. Changes to the selection of available plans, destinations, or pricing for future purchases do not constitute a material change to existing purchases.

20.2 Discontinuation of Services

If we decide to discontinue the Services entirely, we will provide at least 30 days' notice via email to the address associated with your Account and by posting a notice on our website. During this notice period, we will honour all active eSIM Plans for the remainder of their respective Validity Periods. Any unused Wallet balance at the time of discontinuation will be refunded to you via the original payment method or another mutually agreed method.