Digital Delivery Policy

1.1 Esim-Ex supplies digital eSIM services only.

1.2 We do not sell or deliver:

• (a) physical SIM cards
• (b) printed activation cards
• (c) physical vouchers
• (d) physical telecommunications equipment
• (e) other physical goods.

1.3 All eSIM Plans are delivered electronically.

1.4 Depending on the relevant eSIM Plan, Digital Delivery may include:

• (a) a QR Code
• (b) a manual activation code
• (c) installation details
• (d) activation instructions
• (e) destination and coverage information
• (f) data allowance and validity information
• (g) supported network information
• (h) APN or configuration instructions, where required
• (i) other information needed to install or use the eSIM Plan.

1.5 Because no physical products are supplied, there are no:

• (a) postage or shipping charges
• (b) courier delivery times
• (c) customs charges relating to physical delivery
• (d) physical return procedures.

For the purposes of this Policy:

Account means your registered user account on the Service, where account functionality is available.

Activated eSIM Plan means an eSIM Plan that has been installed, activated, connected to a supported network, or otherwise commenced under the applicable Plan Details.

Digital Delivery means electronic delivery of a QR Code, activation code, installation details, Plan Details, or comparable digital access information by email or another digital method designated by us.

Delivered eSIM Plan means an eSIM Plan for which the relevant QR Code, activation details, installation details, or comparable digital access information has been sent to the email address associated with the Order or otherwise made electronically available.

eSIM means an embedded digital SIM profile that can be installed on a compatible device without using a physical SIM card.

eSIM Plan means a digital mobile connectivity package made available through the Service with its own destination, coverage area, data allowance, validity period, activation rules, supported networks, and other Plan Details.

Order means a completed purchase of an eSIM Plan, Wallet Balance, or another digital service through Esim-Ex.

Plan Details means the destination, coverage, data allowance, validity period, activation method, supported networks, restrictions, and other conditions displayed before purchase or provided at delivery.

Prohibited Jurisdiction means any country, territory, region, person, organisation, entity, or location to which Esim-Ex does not provide the Service because of legal, regulatory, sanctions-related, supplier, payment-provider, network, security, or commercial restrictions.

QR Code means the digital QR code or equivalent activation information used to install or activate an eSIM Plan.

Supported Device means a device that is eSIM-compatible, network-unlocked where required, technically compatible with the selected eSIM Plan, and capable of installing and using that plan.

Wallet Balance or Balance means prepaid value recorded in your Account and available for use only within Esim-Ex.

3.1 Unless expressly stated otherwise during checkout, eSIM Plans are delivered by email.

3.2 The delivery email will be sent to:

• (a) the email address provided during checkout
• or (b) the email address associated with your Account or Order.

3.3 You are responsible for providing a complete, accurate, and accessible email address.

3.4 You must ensure that:

• (a) you have access to the relevant email account
• (b) the mailbox has sufficient storage space
• (c) your email settings allow messages from Esim-Ex
• (d) spam, junk, security, or organisational filters do not block delivery
• (e) the email address remains available after purchase.

3.5 We may also send:

• (a) an Order confirmation
• (b) a payment confirmation
• (c) a receipt or invoice
• (d) a separate eSIM delivery email
• (e) support or troubleshooting messages
• (f) security or service notices.

3.6 The Order confirmation and eSIM delivery email may be sent separately.

4.1 Once payment has been successfully authorised and the Order has been approved, the eSIM Plan is normally generated and sent within 5 minutes.

4.2 You should allow up to 30 minutes for completion of:

• (a) payment confirmation
• (b) security or fraud screening
• (c) purchase or allocation of the eSIM from the relevant supplier
• (d) technical provisioning
• (e) QR Code generation
• (f) preparation of the delivery information
• (g) transmission of the delivery email.

4.3 The 30-minute period begins after:

• (a) payment has been successfully authorised
• (b) all required checkout information has been submitted
• (c) the Order has not been placed on hold for verification or compliance review.

4.4 Delivery may take longer than 30 minutes where reasonably necessary because of:

• (a) payment verification
• (b) 3D Secure or bank authentication
• (c) fraud or security checks
• (d) supplier or mobile-network delay
• (e) technical outage or maintenance
• (f) unusually high demand
• (g) incorrect or incomplete Order information
• (h) payment-provider restrictions
• (i) legal, sanctions, or compliance checks
• (j) circumstances outside our reasonable control.

4.5 If a delay is caused by additional verification, we may contact you and request further information.

4.6 Any statement that delivery is “instant” or “immediate” means that delivery is ordinarily automated and expected shortly after successful payment. It does not constitute an absolute guarantee that every Order will be delivered without any processing time.

5.1 If the eSIM delivery email has not arrived within 30 minutes after successful payment, you should:

• (a) check your inbox
• (b) check spam and junk folders
• (c) check promotions, updates, quarantine, and filtered folders
• (d) search your mailbox for “Esim-Ex” or your Order reference
• (e) confirm that the email address used for the Order is correct
• (f) check whether your mailbox is full
• (g) contact us at info@esim-ex.com.

5.2 When contacting us, please provide:

• (a) your full name, where provided during checkout
• (b) the email address used for the Order
• (c) the Order or transaction reference
• (d) the approximate purchase date and time
• (e) the eSIM Plan purchased
• (f) payment confirmation or receipt, where available.

5.3 A delay beyond 30 minutes does not automatically mean that the Order has permanently failed.

5.4 Unless applicable law entitles you to an immediate remedy, you must give us a reasonable opportunity to:

• (a) verify the payment
• (b) identify the Order
• (c) investigate delivery status
• (d) contact the relevant supplier
• (e) complete or repeat Digital Delivery.

6.1 An eSIM Plan is treated as digitally delivered when the relevant:

• (a) QR Code
• (b) activation details
• (c) installation information
• (d) manual activation code
• (e) comparable digital access credentials,

have been sent to the email address associated with your Order or otherwise made electronically available to you.

6.2 Digital Delivery may be treated as completed even if you do not immediately:

• (a) open the email
• (b) view the QR Code
• (c) scan the QR Code
• (d) install the eSIM
• (e) activate the eSIM
• (f) connect to a supported network
• (g) use the data allowance.

6.3 Digital Delivery, installation, activation, and use are separate stages.

6.4 A delivery record showing successful transmission to the email address provided by you may be used as evidence that Digital Delivery occurred.

6.5 Evidence of delivery does not remove your rights if the QR Code, activation details, or eSIM Plan are materially defective, invalid, or materially not as described.

7.1 You are responsible for checking the accuracy of the email address before confirming payment.

7.2 We are not responsible for delivery failure or delay caused solely by:

• (a) an incorrect email address supplied by you
• (b) a typographical error in the email address
• (c) loss of access to your email account
• (d) a full or disabled mailbox
• (e) spam or security filtering outside our control
• (f) an email provider outage
• (g) organisational email restrictions
• (h) your failure to check the relevant folders.

7.3 If you provided an incorrect email address, contact us promptly.

7.4 Before changing the delivery address or re-sending sensitive eSIM information, we may require reasonable verification to confirm that:

• (a) you placed the Order
• (b) you are authorised to access it
• (c) the QR Code has not already been installed, activated, transferred, or used.

7.5 We may be unable to redirect or reissue an eSIM Plan if:

• (a) the QR Code has already been accessed or used
• (b) the eSIM has already been installed
• (c) supplier rules prevent reissuance
• (d) we cannot verify the request
• (e) fraud or unauthorised access is suspected.

8.1 Before purchasing an eSIM Plan, you must verify that:

• (a) your device supports eSIM technology
• (b) your device is network-unlocked where required
• (c) your device supports the selected plan’s technical requirements
• (d) your operating system is sufficiently updated
• (e) the selected destination or region is correct
• (f) the data allowance and validity period are suitable
• (g) you understand when the validity period begins
• (h) you have access to Wi-Fi or another internet connection needed to install the eSIM
• (i) the email address used for delivery is correct.

8.2 eSIM compatibility may vary by:

• (a) manufacturer
• (b) device model
• (c) regional device variant
• (d) carrier configuration
• (e) network-lock status
• (f) operating system
• (g) software version.

8.3 A device model may support eSIM in one country or configuration but not in another.

8.4 You must not rely only on the general model name when device-region or carrier restrictions may apply.

9.1 Digital Delivery does not mean that the eSIM has already been installed or activated.

9.2 Installation means adding the eSIM profile to a Supported Device.

9.3 Activation means the eSIM Plan starts, becomes usable, or connects to a supported network in accordance with the Plan Details.

9.4 Depending on the eSIM Plan, its validity period may begin:

• (a) when the Order is completed
• (b) when the eSIM is provisioned
• (c) when Digital Delivery occurs
• (d) when the QR Code is scanned
• (e) when the eSIM is installed
• (f) when it is first activated
• (g) when it first connects to a supported network
• (h) at another time stated in the Plan Details.

9.5 You must review the Plan Details and delivery instructions before scanning, installing, or activating the eSIM.

9.6 You should not install or activate the eSIM earlier than needed unless you understand the applicable validity rules.

9.7 Some eSIM profiles may be:

• (a) single-use
• (b) non-transferable
• (c) installable only once
• (d) limited to a single Supported Device.

9.8 Deleting an eSIM profile, resetting your device, installing it on the wrong device, or attempting an unsupported transfer may make the profile impossible to recover or reinstall.

10.1 QR Codes, activation codes, and installation details are provided for your own lawful use.

10.2 You must keep them secure and must not:

• (a) publish them
• (b) forward them to unauthorised persons
• (c) sell or resell them
• (d) share them publicly
• (e) upload them to public websites or social media
• (f) use them for unauthorised commercial purposes.

10.3 If another person uses the QR Code because you shared it or failed to protect it, we may be unable to issue a replacement or refund, except where required by law.

10.4 If you believe that your QR Code or activation information has been accessed without authorisation, contact us promptly at info@esim-ex.com.

11.1 Unless expressly stated otherwise in the Plan Details, Esim-Ex eSIM Plans are data-only.

11.2 Data-only plans may not include:

• (a) voice calls
• (b) SMS
• (c) a local telephone number
• (d) inbound calls
• (e) emergency calling
• (f) services provided by your primary mobile carrier.

11.3 You must not rely on a data-only eSIM Plan as your sole means of emergency communication.

11.4 You are responsible for managing:

• (a) mobile data selection
• (b) roaming settings
• (c) SIM priority
• (d) APN settings, where required
• (e) call and SMS settings
• (f) hotspot settings
• (g) the status of your primary SIM.

11.5 We are not responsible for charges imposed by your primary mobile carrier because of your device, SIM, roaming, call, or SMS settings.

12.1 eSIM Plans rely on third-party mobile operators, telecom suppliers, roaming partners, aggregators, and local network infrastructure.

12.2 Successful Digital Delivery does not guarantee uninterrupted connectivity in every location within the advertised destination.

12.3 Coverage, speed, latency, signal quality, and availability may vary because of:

• (a) location
• (b) terrain
• (c) buildings
• (d) network congestion
• (e) device capabilities
• (f) maintenance
• (g) weather
• (h) roaming arrangements
• (i) local regulation
• (j) government action
• (k) third-party network performance.

12.4 Unless expressly stated otherwise, we do not guarantee:

• (a) minimum speeds
• (b) uninterrupted connectivity
• (c) continuous coverage
• (d) constant latency
• (e) availability of a particular network technology
• (f) access through every local mobile network.

12.5 Network variation outside our reasonable control is different from a provisioning or delivery failure attributable to us or our fulfilment chain.

13.1 A technical delivery or provisioning issue may include:

• (a) no QR Code being provided
• (b) a corrupted or unreadable QR Code
• (c) an invalid activation code
• (d) a QR Code that cannot be installed because of a supplier-side fault
• (e) delivery of the wrong eSIM Plan
• (f) failure to provision the purchased plan
• (g) material inconsistency between the delivered plan and the Plan Details.

13.2 If you experience such an issue, contact us promptly at info@esim-ex.com.

13.3 You should provide:

• (a) your Order reference
• (b) the email address used for the Order
• (c) the eSIM Plan purchased
• (d) your device model
• (e) operating system version
• (f) intended destination
• (g) screenshots or error messages
• (h) installation or activation steps already attempted.

13.4 We may review:

• (a) payment records
• (b) delivery records
• (c) email transmission records
• (d) QR Code generation records
• (e) supplier provisioning records
• (f) activation status
• (g) network information
• (h) support correspondence
• (i) information provided by you.

14.1 Where an eSIM Plan is not delivered, or the QR Code, activation details, or eSIM profile are faulty because of a problem attributable to us or our fulfilment chain, we will first use reasonable efforts to provide an effective remedy.

14.2 The initial remedy may include:

• (a) re-sending the delivery email
• (b) re-delivering the QR Code
• (c) issuing corrected activation details
• (d) correcting the provisioning
• (e) providing installation or activation assistance
• (f) replacing the faulty eSIM Plan with an equivalent functioning plan
• (g) restoring Wallet Balance deducted incorrectly.

14.3 The remedy will be provided:

• (a) without additional charge
• (b) within a reasonable time
• (c) without significant inconvenience where reasonably possible.

14.4 If correction, re-delivery, or replacement is:

• (a) impossible
• (b) disproportionate
• (c) unsuccessful
• (d) not completed within a reasonable time
• (e) likely to cause significant inconvenience,

we may provide:

• (a) a full refund
• (b) a proportionate refund
• (c) an appropriate price reduction
• (d) Wallet Balance restoration
• (e) another remedy agreed with you or required by law.

14.5 A full refund will normally be appropriate where:

• (a) no usable eSIM Plan was delivered
• (b) the QR Code is unusable because of a supplier-side or provisioning fault
• (c) the purchased service cannot be provided at all
• (d) the delivered eSIM Plan is materially different and no acceptable replacement is available
• (e) mandatory law requires a full refund.

14.6 A proportionate refund or price reduction may be appropriate where:

• (a) part of the service was successfully supplied or used
• (b) only part of the validity period was affected
• (c) only part of the data allowance or service value was lost
• (d) a proportionate remedy is required by law.

14.7 Further refund rules are set out in our Refund and Cancellation Policy.

15.1 Subject to mandatory consumer rights, the following will not normally be treated as a delivery or provisioning failure attributable to Esim-Ex:

• (a) an incorrect email address supplied by you
• (b) an incompatible or network-locked device
• (c) an unsupported regional device variant
• (d) outdated device software
• (e) incorrect installation
• (f) activation on the wrong device
• (g) premature activation
• (h) deletion of the eSIM profile
• (i) incorrect APN, roaming, or SIM settings
• (j) use outside the supported destination or validity period
• (k) your failure to follow the supplied instructions
• (l) local network congestion or temporary coverage variation
• (m) charges imposed by your primary carrier.

15.2 We may still provide reasonable troubleshooting assistance even where the issue is not attributable to us.

16.1 eSIM Plans are digital products supplied electronically.

16.2 By requesting immediate Digital Delivery, you ask us to begin supplying the eSIM Plan before the end of any statutory cancellation period that may otherwise apply.

16.3 Where required by applicable law, you may be asked to confirm that:

• (a) you expressly request immediate Digital Delivery
• (b) you acknowledge that your statutory cancellation right may be lost once digital supply begins.

16.4 Your cancellation right will only be treated as lost:

• (a) to the extent permitted by applicable law
• (b) where the required express consent and acknowledgement were validly obtained.

16.5 Digital supply may be treated as having begun once the eSIM Plan, QR Code, activation details, or installation information has been:

• (a) generated
• (b) allocated
• (c) provisioned
• (d) sent
• (e) otherwise made electronically available.

16.6 Loss of a cancellation right does not remove your mandatory rights where the eSIM Plan is:

• (a) not delivered
• (b) materially defective
• (c) materially not as described
• (d) unusable because of a fault attributable to us or our fulfilment chain.

17.1 Where Wallet Balance is available, purchased Balance is delivered digitally by crediting it to your Account after successful payment authorisation.

17.2 Wallet Balance is treated as delivered when it is credited to your Account or otherwise made available for use.

17.3 Wallet Balance is not delivered by post or courier.

17.4 If purchased Wallet Balance is not credited because of a technical issue attributable to us, we will use reasonable efforts to:

• (a) correct the Account record
• (b) credit the missing Balance
• (c) reverse a duplicate deduction
• (d) provide another appropriate remedy.

17.5 Paid Wallet Balance is generally non-refundable once used, except where:

• (a) required by applicable consumer law
• (b) a valid statutory cancellation right applies to unused Balance
• (c) a technical issue attributable to us permanently prevents use
• (d) the Service is permanently discontinued and the Balance can no longer reasonably be used
• (e) another exception in our Refund and Cancellation Policy applies.

18.1 Esim-Ex does not deliver, activate, or support eSIM Plans in or for the following Prohibited Jurisdictions:

• Sudan
• Democratic Republic of the Congo
• Iran
• Mali
• Myanmar (Burma)
• North Korea
• South Sudan
• Syria
• Yemen
• Afghanistan
• Belarus
• Central African Republic
• Cuba
• Haiti
• Iraq
• Russia
• Somalia
• Venezuela
• Zimbabwe.

18.2 The list may change from time to time because of:

• (a) applicable laws or sanctions
• (b) supplier restrictions
• (c) payment-provider rules
• (d) network availability
• (e) security or fraud risks
• (f) commercial restrictions.

18.3 We may hold, refuse, or cancel Digital Delivery where:

• (a) the destination is prohibited
• (b) the Order is connected with a Prohibited Jurisdiction
• (c) a sanctions or compliance restriction applies
• (d) the supplier or payment provider prevents fulfilment
• (e) we reasonably suspect circumvention of this section.

18.4 If an Order is cancelled before Digital Delivery under this section, we will normally issue a refund or restore the relevant Wallet Balance unless:

• (a) payment is frozen or blocked by law
• (b) a refund is legally prohibited
• (c) the payment was fraudulent or unauthorised
• (d) another lawful restriction applies.

19.1 We may cancel an individual Order before Digital Delivery where:

• (a) the eSIM Plan is unavailable
• (b) the supplier cannot fulfil it
• (c) payment cannot be verified
• (d) a technical error prevents fulfilment
• (e) a legal or Prohibited Jurisdiction restriction applies
• (f) fraud or abuse is reasonably suspected.

19.2 If we cancel an Order before Digital Delivery for reasons unrelated to your breach or fraud, we will:

• (a) refund the amount paid
• or (b) restore the relevant Wallet Balance.

19.3 If Esim-Ex permanently discontinues the Service for reasons unrelated to your breach:

• (a) undelivered paid Orders will be refunded
• (b) unused paid Wallet Balance that can no longer reasonably be used will be refunded
• (c) we will use reasonable efforts to allow active eSIM Plans to continue until their original expiry
• (d) if an active eSIM Plan is terminated early, we will provide an appropriate replacement, proportionate refund, price reduction, Wallet Balance restoration, or another remedy required by law.

19.4 Promotional Balance is not refundable unless required by law or expressly stated otherwise.

20.1 We may delay or hold Digital Delivery where reasonably necessary for:

• (a) payment authentication
• (b) fraud prevention
• (c) Account security
• (d) chargeback-risk review
• (e) sanctions screening
• (f) legal compliance
• (g) supplier verification
• (h) technical investigation.

20.2 We may request additional information reasonably necessary to verify:

• (a) the purchaser
• (b) the payment method
• (c) the intended destination
• (d) the delivery email
• (e) another material Order detail.

20.3 If verification cannot be completed, we may cancel the Order and provide an appropriate refund unless payment is legally blocked, fraudulent, or otherwise restricted.

21.1 We may retain records relating to:

• (a) Order placement
• (b) payment authorisation
• (c) QR Code generation
• (d) email delivery
• (e) supplier provisioning
• (f) activation
• (g) support correspondence
• (h) refunds and disputes.

21.2 These records may be used to:

• (a) investigate delivery issues
• (b) provide technical support
• (c) assess refund requests
• (d) respond to payment disputes or chargebacks
• (e) prevent fraud
• (f) comply with legal obligations.

21.3 If you dispute Digital Delivery, you should contact us first where reasonably practicable so that we can investigate and attempt to resolve the matter.

21.4 Contacting us first does not prevent you from exercising a legitimate right to contact your bank, payment provider, regulator, alternative dispute body, or court.

22.1 We may update this Digital Delivery Policy for legal, regulatory, operational, technical, payment-related, supplier-related, telecom-related, security, or commercial reasons.

22.2 The latest version will be published on the Service with an updated effective date.

22.3 Changes apply prospectively unless otherwise required by law.

22.4 Changes will not reduce mandatory rights already applying to completed consumer Orders.

For Digital Delivery, QR Code, activation, provisioning, or delivery-related enquiries, contact: