Payment Policy

1.1 This Policy applies to:

• (a) purchases of eSIM Plans
• (b) Wallet Balance top-ups
• (c) payments made using Wallet Balance
• (d) card and other payment methods displayed at checkout
• (e) payment authorisation and authentication
• (f) failed, pending, duplicated, reversed, or disputed payments
• (g) refunds and Wallet Balance restoration
• (h) complaints and chargebacks
• (i) payment consequences of Account closure
• (j) permanent discontinuation of the Service.

1.2 Esim-Ex provides digital eSIM services only. We do not sell or ship physical SIM cards or other physical goods.

1.3 Payment for an eSIM Plan relates to the digital supply of the selected eSIM Plan, which may include:

• (a) a QR Code
• (b) activation details
• (c) installation instructions
• (d) Plan Details
• (e) technical provisioning
• (f) related digital support.

For the purposes of this Policy:

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

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.

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 conditions.

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

Plan Details means the destination, coverage area, 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.

Promotional Balance means Wallet Balance, credit, referral value, voucher, trial value, bonus, or goodwill credit granted without payment or as part of a promotion.

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

Wallet Balance or Balance means prepaid value recorded in your Account and available for use only within Esim-Ex to purchase eligible eSIM Plans or related digital services.

3.1 The payment methods available to you are those displayed on the Service or at checkout at the time of purchase.

3.2 Available payment methods may include:

• (a) Visa
• (b) Mastercard
• (c) supported digital wallets
• (d) Wallet Balance
• (e) other payment methods introduced by us or our payment providers.

3.3 The availability of a payment method may depend on:

• (a) your country or region
• (b) the selected currency
• (c) the payment amount
• (d) your device or browser
• (e) the payment provider
• (f) fraud or security controls
• (g) legal or supplier restrictions.

3.4 We may add, remove, suspend, or change payment methods at any time for operational, technical, legal, security, payment-provider, or commercial reasons.

3.5 We do not guarantee that every payment method will be available for every transaction.

4.1 The price payable for an eSIM Plan, Wallet Balance top-up, or related digital service is the final price displayed at checkout before you confirm payment.

4.2 Prices displayed to consumers include any VAT or other sales taxes that Esim-Ex is required to charge, unless the Service expressly states otherwise before the Order is placed.

4.3 No additional tax charged by Esim-Ex will be added after you confirm the final checkout price, except where:

• (a) information provided by you was materially incorrect
• (b) a change is required by applicable law
• (c) you expressly agree to the amended amount before payment.

4.4 The price displayed for a particular eSIM Plan may vary because of:

• (a) destination or coverage region
• (b) data allowance
• (c) validity period
• (d) supplier pricing
• (e) currency
• (f) promotional discounts
• (g) applicable taxes
• (h) other plan-specific factors.

4.5 We may change prices at any time. A change will not affect an Order already completed and accepted, except in the case of a manifest pricing or technical error.

5.1 Prices may be displayed and processed in one or more currencies supported by the Service.

5.2 The transaction currency will be shown before you confirm payment.

5.3 Your bank, card issuer, or payment provider may apply:

• (a) foreign transaction fees
• (b) exchange-rate margins
• (c) currency conversion charges
• (d) international card fees
• (e) other third-party charges.

5.4 Such charges are determined independently by the relevant third party and are not charged or controlled by Esim-Ex.

5.5 Unless required by law, we are not responsible for:

• (a) third-party conversion fees
• (b) exchange-rate differences
• (c) changes in value between the payment and refund dates
• (d) bank or card-provider charges.

6.1 By submitting payment details or confirming a payment using Wallet Balance, you authorise us and our payment providers to process the amount displayed for the relevant Order.

6.2 You represent and warrant that:

• (a) you are authorised to use the selected payment method
• (b) the payment information provided is accurate and complete
• (c) sufficient funds, credit, or Wallet Balance are available
• (d) the payment is not fraudulent, unauthorised, or unlawful
• (e) the Order does not breach our Terms or policies.

6.3 An Order is not guaranteed to be accepted merely because payment information has been submitted.

6.4 We may refuse, delay, hold, reverse, or cancel a payment or Order where reasonably necessary because of:

• (a) failed payment authorisation
• (b) suspected fraud or abuse
• (c) incorrect payment information
• (d) payment-provider restrictions
• (e) sanctions or compliance requirements
• (f) supplier restrictions
• (g) technical errors
• (h) manifest pricing errors
• (i) inability to fulfil the selected eSIM Plan.

7.1 Card payments may be subject to Strong Customer Authentication, 3D Secure, one-time passwords, banking-app approval, biometric verification, or another authentication process required by your bank, card issuer, or payment provider.

7.2 Authentication is generally conducted by the relevant payment provider or card issuer rather than directly by Esim-Ex.

7.3 If authentication:

• (a) fails
• (b) is declined
• (c) is cancelled
• (d) is not completed
• (e) expires before completion,

the payment and Order may not be processed.

7.4 Completion of 3D Secure or another authentication process does not guarantee that an Order will be accepted where another payment, fraud, legal, supplier, or technical restriction applies.

7.5 We may retain limited authentication or transaction status information supplied by the payment provider, but we do not receive or control your bank authentication credentials.

8.1 Payments are processed through third-party payment service providers.

8.2 We do not store full payment card numbers or card security codes on our own servers.

8.3 Depending on the provider, payment information may be processed using:

• (a) encryption
• (b) tokenisation
• (c) fraud monitoring
• (d) payment authentication
• (e) access controls
• (f) other security measures.

8.4 You are responsible for protecting:

• (a) your payment card
• (b) online banking credentials
• (c) authentication codes
• (d) payment devices
• (e) email account
• (f) Esim-Ex Account credentials.

8.5 You must contact us promptly if you believe your payment method, Wallet Balance, or Account has been used without authorisation.

9.1 Payment for an eSIM Plan is normally taken when you confirm the Order at checkout.

9.2 Where Wallet Balance is used, the relevant amount may be deducted when:

• (a) you confirm the purchase
• (b) the eSIM Plan is allocated
• (c) technical provisioning begins
• (d) performance of the digital service begins.

9.3 Payment for a Wallet Balance top-up is taken when you complete the relevant checkout process.

9.4 Digital provisioning may begin shortly after successful payment authorisation.

9.5 A temporary bank authorisation or pending card entry does not always mean that a payment has been finally captured.

9.6 The release of an unsuccessful or unused bank authorisation is controlled by your bank or payment provider.

10.1 Successful payment results in digital fulfilment rather than physical shipment.

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

10.3 You should allow up to 30 minutes for:

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

10.4 Delivery may take longer where reasonably necessary because of:

• (a) payment verification
• (b) 3D Secure or banking authentication
• (c) supplier or network delay
• (d) technical outage
• (e) unusually high demand
• (f) inaccurate Order information
• (g) sanctions or compliance review
• (h) circumstances outside our reasonable control.

10.5 If the delivery email has not arrived within 30 minutes, you should:

• (a) check your inbox
• (b) check spam, junk, promotions, quarantine, and filtered folders
• (c) confirm that the email address used for the Order is correct
• (d) contact us at info@esim-ex.com.

10.6 Further details are set out in our Digital Delivery Policy.

11.1 eSIM Plans are digital products supplied electronically.

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

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

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

11.4 A 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.

11.5 Loss of a cancellation right does not remove mandatory remedies where an 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.

12.1 Where available, Wallet Balance allows you to prepay value into your Account and use it only within Esim-Ex to purchase eligible eSIM Plans or related digital services.

12.2 Wallet Balance is an internal prepaid account balance.

12.3 Wallet Balance is not:

• (a) legal tender
• (b) electronic money
• (c) a general-purpose payment instrument
• (d) a bank account or deposit
• (e) an investment or security
• (f) a cryptoasset
• (g) a regulated financial product.

12.4 Wallet Balance:

• (a) does not accrue interest
• (b) has no cash value outside the Service
• (c) cannot ordinarily be withdrawn as cash
• (d) cannot be transferred unless we expressly agree otherwise
• (e) cannot be resold, exchanged, pledged, assigned, or commercially exploited
• (f) may only be used in accordance with our Terms and policies.

12.5 Paid Wallet Balance is normally credited after successful payment authorisation.

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

12.7 Unless expressly stated otherwise, paid Wallet Balance does not expire while:

• (a) your Account remains open and in good standing
• (b) Esim-Ex remains operational
• (c) eligible services remain reasonably available.

12.8 The statement that paid Wallet Balance does not ordinarily expire does not guarantee that:

• (a) the Service will operate indefinitely
• (b) every eSIM Plan will remain available
• (c) your Account can never be closed
• (d) Wallet Balance can always be used in every destination.

13.1 Paid Wallet Balance is generally non-refundable once used.

13.2 Unused paid Wallet Balance may be refundable where:

• (a) you validly exercise an applicable statutory cancellation right
• (b) it was credited incorrectly
• (c) payment was duplicated
• (d) a technical issue attributable to us permanently prevents its use
• (e) Esim-Ex permanently discontinues the Service and the Balance can no longer reasonably be used
• (f) we close your Account for reasons unrelated to your breach and prevent reasonable use of the Balance
• (g) refund is otherwise required by applicable consumer law
• (h) we expressly agree otherwise.

13.3 Wallet Balance used to purchase an eSIM Plan will be assessed under the refund rules applying to that eSIM Plan.

13.4 Promotional Balance:

• (a) is not a cash purchase
• (b) has no cash value
• (c) is normally non-refundable
• (d) may be subject to expiry or separate promotional restrictions.

13.5 We may freeze, adjust, or reverse Wallet Balance affected by:

• (a) fraud or abuse
• (b) chargeback or payment reversal
• (c) unauthorised payment
• (d) duplicate crediting
• (e) manifest error
• (f) technical malfunction
• (g) legal obligation.

14.1 If payment fails, is declined, or is not completed, the Order may not be processed or delivered.

14.2 A payment may fail because of:

• (a) insufficient funds
• (b) incorrect card or billing information
• (c) card expiry
• (d) bank or issuer refusal
• (e) failed authentication
• (f) transaction limits
• (g) geographic or currency restrictions
• (h) fraud or security controls
• (i) technical error.

14.3 If your bank shows a pending amount but the Order was not completed, the entry may represent a temporary authorisation rather than a completed charge.

14.4 You should contact your bank or payment provider regarding the release of a pending authorisation.

14.5 If payment appears to have been completed but no Order is recorded, contact us with:

• (a) the payment date
• (b) the payment amount
• (c) the payment reference
• (d) the email address used at checkout
• (e) any available receipt or screenshot.

15.1 If duplicate payment was taken because of a technical error attributable to us or our payment flow, we will refund or reverse the duplicated amount.

15.2 If Wallet Balance was deducted more than once for the same Order, we will correct the relevant Balance record.

15.3 You must notify us promptly if you believe that:

• (a) you were charged twice
• (b) the amount charged was incorrect
• (c) Wallet Balance was deducted incorrectly
• (d) payment was taken for an Order that was not created.

15.4 We may review payment, checkout, Wallet Balance, provisioning, and delivery records before making a correction.

16.1 We take reasonable steps to keep prices, Wallet Balance amounts, discounts, and checkout information accurate.

16.2 If an Order is affected by a manifest pricing, currency, Wallet Balance, promotional, or technical error, we may:

• (a) cancel the Order
• (b) correct the error
• (c) refund the amount paid
• (d) restore incorrectly deducted Wallet Balance
• (e) offer the opportunity to purchase at the correct price.

16.3 We are not required to honour an obvious or manifest error where a reasonable customer should have recognised that the displayed price or value was incorrect.

16.4 This section does not permit us to change the price of a correctly completed and accepted Order merely because the normal price later increased.

17.1 Promotional codes, discounts, referral rewards, and special offers may be subject to separate conditions.

17.2 Such conditions may include:

• (a) expiry dates
• (b) usage limits
• (c) minimum purchase amounts
• (d) eligible eSIM Plans
• (e) destination restrictions
• (f) Account restrictions
• (g) one-use limits
• (h) non-combination with other offers.

17.3 Promotional benefits have no cash value and cannot ordinarily be exchanged for money.

17.4 We may cancel or reverse a promotional benefit affected by:

• (a) fraud
• (b) duplicate use
• (c) technical error
• (d) multiple Account abuse
• (e) unauthorised sharing
• (f) breach of promotional conditions.

18.1 We may delay payment completion, Wallet Balance crediting, or Digital Delivery where reasonably necessary for:

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

18.2 We may request information reasonably necessary to verify:

• (a) the purchaser
• (b) the payment method
• (c) billing information
• (d) intended destination
• (e) Order legitimacy
• (f) Account ownership.

18.3 If verification cannot be completed, we may cancel the Order.

18.4 Where an Order is cancelled for reasons unrelated to your fraud or material breach, we will normally:

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

19.1 Esim-Ex does not accept payments for, provide, sell, deliver, activate, or support the Service 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.

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

• (a) applicable law or sanctions
• (b) payment-provider requirements
• (c) supplier restrictions
• (d) network availability
• (e) security or fraud concerns
• (f) commercial risk decisions.

19.3 We may refuse, hold, reverse, or cancel a payment where:

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

19.4 If an Order is cancelled before Digital Delivery, we will normally issue a refund or restore Wallet Balance unless:

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

20.1 If payment has been successfully completed but:

• (a) no usable eSIM Plan is delivered
• (b) the QR Code is invalid or faulty
• (c) provisioning fails
• (d) the wrong plan is delivered
• (e) the plan is materially not as described,

you must contact us promptly.

20.2 We will first use reasonable efforts to:

• (a) re-send the delivery email
• (b) re-deliver the QR Code
• (c) correct the technical or provisioning issue
• (d) provide installation or activation assistance
• (e) replace the eSIM Plan
• (f) restore Wallet Balance deducted incorrectly.

20.3 The remedy will be provided:

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

20.4 If correction, re-delivery, or replacement is impossible, disproportionate, unsuccessful, or not completed within a reasonable time, we may provide:

• (a) a full refund
• (b) a proportionate refund
• (c) a price reduction
• (d) Wallet Balance restoration
• (e) another remedy required by law.

20.5 Further details are set out in our Refund and Cancellation Policy.

21.1 Refund eligibility is governed by:

• (a) our Refund and Cancellation Policy
• (b) our Terms and Conditions
• (c) the Plan Details
• (d) the status of delivery, installation, activation, and use
• (e) applicable law.

21.2 Approved refunds will not exceed the amount actually paid for the relevant transaction.

21.3 Refunds are normally made to the original payment method.

21.4 An approved refund will be processed without undue delay and no later than 14 days after we agree that the refund is due, unless a shorter period is required by law.

21.5 Your bank, card issuer, or payment provider may require additional time to display the refund.

21.6 We are not responsible for third-party processing delays after the refund has been correctly submitted.

21.7 We do not ordinarily refund:

• (a) exchange-rate differences
• (b) bank fees
• (c) foreign transaction charges
• (d) payment-provider fees
• (e) charges from your primary mobile carrier,

unless required by law.

22.1 You may request closure of your Account by emailing info@esim-ex.com.

22.2 Our support team will contact you to:

• (a) verify the request
• (b) review pending Orders
• (c) identify active eSIM Plans
• (d) review remaining Wallet Balance
• (e) identify unresolved payments, refunds, or chargebacks
• (f) explain the consequences of closure.

22.3 You should normally use any remaining Wallet Balance before voluntarily closing the Account.

22.4 Account closure does not automatically entitle you to withdraw Wallet Balance as cash outside the circumstances described in section 13.2.

22.5 If we close your Account for reasons unrelated to your breach and prevent reasonable use of remaining paid Wallet Balance, an appropriate refund may be provided.

22.6 Promotional Balance may be cancelled when the Account is closed.

22.7 Closing an Account does not automatically cancel or refund an eSIM Plan that has already been delivered, installed, activated, or used.

23.1 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) an active plan terminated early will be subject to an appropriate replacement, proportionate refund, price reduction, Wallet Balance restoration, or another remedy required by law.

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

23.3 We may request reasonable Account and payment verification before issuing a discontinuation-related refund.

24.1 If you believe that:

• (a) you were charged incorrectly
• (b) payment was duplicated
• (c) an Order was not delivered
• (d) a QR Code was faulty
• (e) Wallet Balance was deducted incorrectly
• (f) a refund was not processed correctly
• (g) another payment problem occurred,

you should contact us at info@esim-ex.com.

24.2 Your complaint should include:

• (a) your Order reference
• (b) the email address used for the Order
• (c) the disputed amount
• (d) the transaction date
• (e) a description of the issue
• (f) the outcome requested
• (g) relevant receipts, screenshots, or error messages.

24.3 We aim to acknowledge a payment complaint within 2 business days.

24.4 We aim to provide a substantive response within 10 business days.

24.5 Complex matters may take longer where information is required from:

• (a) a payment processor
• (b) a bank or card issuer
• (c) an eSIM supplier
• (d) a network provider
• (e) another relevant third party.

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

25.1 A chargeback is a payment dispute initiated through your bank, card issuer, or payment provider and handled under the relevant payment-scheme rules.

25.2 Where reasonably practicable, we encourage you to contact us before initiating a chargeback so that we can investigate and attempt to resolve the matter.

25.3 Contacting us first does not waive or limit your legitimate chargeback, payment-scheme, or statutory rights.

25.4 If a chargeback is initiated:

• (a) we may pause an overlapping internal refund request
• (b) we may restrict disputed Wallet Balance or an undelivered Order while the matter is reviewed
• (c) we may provide supporting evidence to the payment provider
• (d) the relevant bank or payment provider will determine the outcome under its applicable rules.

25.5 Evidence may include:

• (a) payment authorisation records
• (b) 3D Secure or authentication results
• (c) checkout confirmations
• (d) Order records
• (e) email delivery records
• (f) QR Code generation records
• (g) provisioning and activation status
• (h) usage information where available
• (i) Account activity
• (j) IP and security logs
• (k) support correspondence
• (l) refund or troubleshooting records.

25.6 You may not receive both:

• (a) a direct refund from Esim-Ex
• and (b) reimbursement through a successful chargeback,

for the same payment.

25.7 If duplicate reimbursement occurs, you must notify us, and we may recover or reverse the duplicate amount.

25.8 We will not suspend or terminate an Account merely because a legitimate complaint or chargeback has been submitted.

25.9 Where we reasonably identify:

• (a) fraud
• (b) deliberate misrepresentation
• (c) use of an eSIM followed by a false non-delivery claim
• (d) repeated unjustified chargebacks
• (e) use of stolen or unauthorised payment details
• (f) promotional or refund abuse,

we may:

• (a) restrict or suspend the Account
• (b) cancel pending Orders
• (c) reverse related Wallet Balance
• (d) refuse future Orders
• (e) terminate access
• (f) submit evidence to relevant providers
• (g) take lawful recovery action.

25.10 Any action taken will be proportionate and will not restrict mandatory consumer rights.

26.1 You must contact us promptly if you believe that a payment or Wallet Balance transaction was not authorised by you.

26.2 You should also notify your bank, card issuer, or payment provider where appropriate.

26.3 We may temporarily:

• (a) suspend the Account
• (b) hold Digital Delivery
• (c) restrict Wallet Balance
• (d) cancel pending Orders
• (e) request further verification,

while investigating suspected unauthorised activity.

26.4 We may share relevant information with payment providers, fraud-prevention providers, or authorities where lawful and reasonably necessary.

27.1 After successful payment, we may send an Order confirmation, receipt, invoice, or payment confirmation by email or make it available through your Account.

27.2 You are responsible for providing accurate billing and contact information.

27.3 If you require a copy of an available receipt or invoice, contact us at info@esim-ex.com.

27.4 Transaction, payment, tax, refund, and accounting records may be retained as described in our Privacy Policy and as required by applicable law.

28.1 If you place an Order on behalf of a business or other legal entity, you confirm that you have authority to do so.

28.2 Business customers are responsible for ensuring that:

• (a) billing details are correct
• (b) internal purchase approval has been obtained
• (c) any relevant tax or company information is accurate
• (d) the selected eSIM Plan is appropriate for the intended business use.

28.3 Unless expressly agreed otherwise in writing, all Orders must be paid at checkout or using available Wallet Balance.

28.4 We are not required to provide credit terms, deferred payment, or post-payment arrangements.

29.1 We may update this Payment Policy for legal, regulatory, technical, payment-provider, supplier-related, security, operational, or commercial reasons.

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

29.3 Changes apply prospectively unless otherwise required by law.

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

30.1 This Policy is governed by the laws of England and Wales.

30.2 Nothing in this Policy limits mandatory rights available under applicable consumer law.

30.3 Consumers resident in another country may also benefit from mandatory protections under the law of their habitual residence where those protections cannot be excluded.

30.4 Applicable out-of-court dispute mechanisms may be available where required or permitted by law.

For payment, billing, Wallet Balance, refund, dispute, or chargeback enquiries, contact: