Terms and Conditions

For the purposes of these Terms:

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 in accordance with the applicable Plan Details.

Digital Delivery means electronic delivery of an eSIM, QR Code, activation code, installation details, Plan Details, setup instructions, or related digital access information by email or another digital method designated by us.

eSIM means an embedded digital SIM profile that may 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, which may include a specified destination, region, coverage area, data allowance, validity period, activation rules, supported networks, and other plan-specific conditions.

Order means a completed purchase of Wallet Balance, a completed purchase of an eSIM Plan, or another paid transaction completed through the Service.

Plan Details means the destination, duration, data allowance, supported country or region, activation method, validity period, network information, restrictions, and other conditions displayed on the Service or provided to you at or before purchase.

Prohibited Jurisdiction means any country, territory, region, person, organisation, entity, or location to which we do 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 details used to install or activate an eSIM Plan on a Supported Device.

Service means all websites, products, plans, checkout pages, Account features, Wallet Balance features, digital delivery tools, content, functionality, support tools, and related services made available by or through Esim-Ex.

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 the relevant eSIM.

Third-Party Network Provider means a mobile network operator, carrier, telecom provider, roaming partner, eSIM aggregator, infrastructure provider, or other third party involved in providing connectivity, provisioning, or network access.

Used eSIM Plan means an eSIM Plan where data has been consumed, its validity period has started, it has connected to a supported network, or it has otherwise been used.

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

2.1 You must be at least 18 years old to use the Service, create an Account, top up Wallet Balance, or place an Order.

2.2 If you use the Service on behalf of a company, organisation, or other legal entity, you represent and warrant that you have authority to bind that entity to these Terms.

2.3 You must provide accurate, current, and complete information when creating an Account, placing an Order, topping up Wallet Balance, requesting support, or otherwise using the Service.

2.4 You are responsible for maintaining the confidentiality of your login credentials and for all activity carried out through your Account.

2.5 You must promptly notify us at info@esim-ex.com if you suspect:

• (a) unauthorised access to your Account
• (b) unauthorised payment activity
• (c) misuse of your email address
• (d) theft or unauthorised use of a QR Code
• (e) any other Account or security breach.

2.6 We may refuse registration, request verification, restrict access, limit Orders, or suspend an Account where reasonably necessary for security, fraud prevention, abuse prevention, payment integrity, sanctions compliance, supplier restrictions, legal compliance, or operational reasons.

3.1 Esim-Ex provides digital eSIM connectivity services for travellers and other users who need mobile data access in supported destinations.

3.2 The Service is provided digitally only. Unless expressly stated otherwise, we do not sell or deliver physical SIM cards, physical vouchers, or other physical goods.

3.3 eSIM Plans may be country-specific, regional, or global and may vary by:

• (a) price
• (b) destination or coverage area
• (c) validity period
• (d) data allowance
• (e) supported networks
• (f) activation method
• (g) fair use restrictions
• (h) other plan-specific conditions.

3.4 Unless expressly stated otherwise in the relevant Plan Details, eSIM Plans are data-only.

3.5 You should not assume that an eSIM Plan includes:

• (a) voice calls
• (b) SMS
• (c) a local telephone number
• (d) emergency calling
• (e) inbound calls
• (f) mobile services other than data.

3.6 The Service relies on Third-Party Network Providers, payment processors, telecom infrastructure providers, eSIM aggregators, email providers, hosting providers, security providers, and other technical partners.

3.7 We act as a digital provider, reseller, or facilitator of eSIM connectivity products supplied through third-party telecom networks. We do not own or control all underlying mobile networks, radio infrastructure, roaming arrangements, coverage areas, or local network policies.

3.8 We may change, update, improve, limit, suspend, remove, or discontinue parts of the Service for legal, technical, security, operational, supplier-related, network-related, or commercial reasons.

3.9 We do not guarantee that every destination, eSIM Plan, supported network, currency, payment method, price, promotion, or Service feature will remain available at all times.

4.1 Where available, Wallet Balance allows you to prepay value into your Account and use it within the Service to purchase eligible eSIM Plans or related digital services.

4.2 Wallet Balance is an internal prepaid account balance for use only within Esim-Ex.

4.3 Wallet Balance is not:

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

4.4 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 to another person unless we expressly agree otherwise
• (e) cannot be resold, exchanged, pledged, assigned, or commercially exploited
• (f) may only be used in accordance with these Terms.

4.5 Purchased Wallet Balance is normally credited to your Account after successful payment authorisation and processing.

4.6 Wallet Balance is deducted when you confirm the purchase of an eSIM Plan, when the plan is provisioned, or when performance of the relevant digital service begins.

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

• (a) your Account remains open and in good standing
• (b) the Service remains operational
• (c) we remain able to provide eligible services for which the Balance can reasonably be used.

4.8 The statement that paid Wallet Balance does not ordinarily expire does not mean that the Service will operate indefinitely or that your Account can never be closed.

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

• (a) refund is required by applicable consumer law
• (b) you validly cancel an unused Wallet Balance purchase within an applicable statutory cooling-off period
• (c) a technical issue attributable to us permanently prevents you from using the paid Balance
• (d) we permanently discontinue the Service and you cannot reasonably use the remaining paid Balance
• (e) Wallet Balance was credited or deducted incorrectly
• (f) the relevant payment was duplicated
• (g) we expressly agree otherwise.

4.10 If you voluntarily close your Account outside any applicable statutory cancellation period, you should use any remaining Wallet Balance before closure. Unused Balance will not ordinarily be redeemable for cash unless clause 4.9 applies.

4.11 Promotional, bonus, referral, trial, or goodwill Balance:

• (a) is not a cash purchase
• (b) is non-transferable
• (c) has no cash value
• (d) may be subject to separate restrictions or expiry periods
• (e) is not refundable unless required by law.

4.12 We may correct, freeze, reverse, or remove Wallet Balance affected by:

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

5.1 Prices, Wallet Balance top-up amounts, currencies, and payment methods are those displayed on the Service or at checkout at the time of your Order.

5.2 All prices displayed to consumers are final consumer prices and include any VAT or other sales taxes that Esim-Ex is required to charge, unless the Service expressly states otherwise before you place the Order.

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

• (a) required because information supplied by you was incorrect
• (b) required by a change in law
• (c) you expressly agree to the additional amount before payment.

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

• (a) foreign transaction fees
• (b) currency conversion fees or spreads
• (c) international card fees
• (d) other third-party charges.

These charges are outside our control and are not charged by Esim-Ex.

5.5 By submitting payment details, you represent and warrant that:

• (a) you are authorised to use the selected payment method
• (b) the payment information is accurate and complete
• (c) sufficient funds or credit are available
• (d) the payment is not fraudulent, unauthorised, or unlawful.

5.6 Payments may be subject to:

• (a) payment authorisation
• (b) fraud screening
• (c) security verification
• (d) 3D Secure or similar authentication
• (e) payment-provider checks
• (f) sanctions and compliance screening.

5.7 We may decline, hold, cancel, or reverse an Order where reasonably necessary for:

• (a) fraud prevention
• (b) payment security
• (c) sanctions or legal compliance
• (d) payment provider restrictions
• (e) supplier restrictions
• (f) manifest pricing errors
• (g) technical or operational issues.

5.8 You must contact us promptly at info@esim-ex.com if you believe that you have been charged incorrectly.

6.1 Placing an Order

6.1.1 All Orders are subject to our acceptance.

6.1.2 An Order for Wallet Balance is placed when you complete checkout and your payment is successfully authorised.

6.1.3 An Order for an eSIM Plan is placed when:

• (a) you select the relevant eSIM Plan
• (b) you provide the required Order information
• (c) you complete payment or use available Wallet Balance
• (d) you confirm the purchase through the Service.

6.1.4 We may refuse, cancel, reverse, or place an Order on hold in cases of:

• (a) suspected fraud or abuse
• (b) payment failure
• (c) inaccurate information
• (d) supplier rejection
• (e) technical error
• (f) sanctions or legal restrictions
• (g) inability to fulfil the selected eSIM Plan.

6.2 Delivery Method

6.2.1 All eSIM Plans are delivered digitally only.

6.2.2 Unless expressly stated otherwise, the eSIM Plan will be delivered by email to the email address provided during checkout or associated with your Order.

6.2.3 Delivery may include:

• (a) a QR Code
• (b) manual activation details
• (c) installation instructions
• (d) Plan Details
• (e) other information required to install or use the eSIM.

6.3 Delivery Timeframe

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

6.3.2 You should allow up to 30 minutes for:

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

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

• (a) payment or identity verification
• (b) fraud or security checks
• (c) supplier or network delays
• (d) technical outages
• (e) unusually high demand
• (f) incorrect Order information
• (g) circumstances outside our reasonable control.

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

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

6.4 Completion of Delivery

6.4.1 An eSIM Plan is treated as digitally delivered when the relevant QR Code, activation details, installation details, or comparable digital access information has been sent to the email address associated with your Order or otherwise made electronically available to you.

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

• (a) open the email
• (b) scan the QR Code
• (c) install the eSIM
• (d) activate the eSIM
• (e) use the data allowance.

6.4.3 You are responsible for:

• (a) providing a correct email address
• (b) maintaining access to that email address
• (c) checking spam and filtered folders
• (d) ensuring that your mailbox can receive delivery emails.

6.4.4 We are not responsible for delivery problems caused by:

• (a) an incorrect email address provided by you
• (b) loss of access to your email account
• (c) a full mailbox
• (d) email filtering outside our control
• (e) user-side device restrictions
• (f) your failure to check the relevant inbox.

7.1 Each eSIM Plan is subject to the Plan Details displayed before purchase or provided at delivery.

7.2 Before placing an Order, you are responsible for checking that:

• (a) your device supports eSIM
• (b) your device is network-unlocked where required
• (c) your device supports the technical requirements of the selected plan
• (d) your software is sufficiently updated
• (e) the selected plan covers your intended destination
• (f) the data allowance and validity period meet your needs
• (g) you understand when the validity period begins.

7.3 eSIM compatibility may vary by device model, manufacturer, region, operating system, carrier lock status, and device configuration.

7.4 A device model may support eSIM in one region or configuration but not in another.

7.5 You are responsible for following installation and activation instructions correctly.

7.6 Incorrect installation, premature activation, installation on the wrong device, deletion of the eSIM profile, device reset, or changing devices may make recovery, transfer, or reinstallation impossible.

7.7 Some eSIM profiles may be:

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

7.8 Depending on the relevant Plan Details, the validity period may start:

• (a) at purchase
• (b) at Digital Delivery
• (c) when the QR Code is scanned
• (d) at installation
• (e) at activation
• (f) on first connection to a supported network.

7.9 Unused data does not roll over, transfer, extend, or convert into cash or Wallet Balance unless expressly stated otherwise.

7.10 Coverage, speed, signal quality, latency, and network availability may vary due to factors outside our reasonable control.

7.11 Unless expressly stated otherwise, eSIM Plans must not be relied upon as your sole means of emergency communication.

7.12 You are responsible for managing your device settings, including:

• (a) mobile data selection
• (b) roaming settings
• (c) SIM priority
• (d) APN settings
• (e) hotspot settings
• (f) the status of your primary SIM.

7.13 We are not responsible for charges imposed by your primary carrier because your device or roaming settings were not configured correctly.

8.1 Nothing in these Terms limits mandatory consumer rights.

8.2 Unused Wallet Balance

8.2.1 A consumer may have the right to cancel a purchase of unused Wallet Balance within 14 days of purchase where applicable law provides such a right.

8.2.2 The cancellation right may not apply to the extent that Wallet Balance has already been used, spent, redeemed, or applied to an eSIM Plan.

8.2.3 Approved refunds will normally be issued to the original payment method.

8.3 Immediate Digital Supply

8.3.1 By purchasing an eSIM Plan and requesting Digital Delivery, you request that we begin supplying digital content and performing the relevant digital service before the end of any statutory cancellation period that might otherwise apply.

8.3.2 Where required, you may be asked to confirm that:

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

8.3.3 Digital supply is treated as having begun once the eSIM, QR Code, activation details, or installation information has been generated, allocated, sent, or made available to you.

8.4 Delivered, installed, activated, or used eSIM Plans are generally non-refundable except where:

• (a) required by applicable law
• (b) we fail to deliver the purchased service
• (c) the eSIM Plan is materially defective
• (d) the QR Code is invalid or faulty
• (e) the delivered plan materially differs from the Plan Details
• (f) we cannot provide an appropriate remedy under clause 9
• (g) we expressly agree otherwise.

8.5 Refunds will not normally be available merely because:

• (a) you changed your mind after Digital Delivery began
• (b) you selected the wrong plan or destination
• (c) your travel plans changed
• (d) your device is incompatible or locked
• (e) you activated the plan too early
• (f) you installed the plan on the wrong device
• (g) you deleted the eSIM profile
• (h) you failed to follow the instructions
• (i) local network performance was lower than expected but the plan was otherwise substantially as described
• (j) your primary carrier charged you because of your device settings.

8.6 Further details are provided in our Refund and Cancellation Policy.

9.1 If we fail to deliver an eSIM Plan within the stated delivery timeframe, or if the supplied QR Code, activation details, or eSIM profile is faulty, invalid, materially defective, or materially not as described, you must contact us promptly at info@esim-ex.com.

9.2 You should provide:

• (a) your Order reference
• (b) the email address used for the Order
• (c) the relevant eSIM Plan
• (d) your device model
• (e) your destination
• (f) screenshots or error messages where available
• (g) a description of the issue.

9.3 We will review relevant payment, delivery, provisioning, supplier, activation, and support records.

9.4 Where the problem is attributable to us or our fulfilment chain, we will first use reasonable efforts to provide one or more of the following remedies:

• (a) re-send the delivery email
• (b) re-deliver the QR Code or activation details
• (c) correct the provisioning or technical issue
• (d) provide installation or activation support
• (e) replace the faulty eSIM Plan with an equivalent functioning plan
• (f) restore Wallet Balance incorrectly deducted.

9.5 We will provide the corrective remedy:

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

9.6 If correction, re-delivery, or replacement is impossible, disproportionate, unsuccessful, or not completed within a reasonable time without significant inconvenience, we may provide:

• (a) a full refund
• (b) a proportionate refund
• (c) an appropriate price reduction
• (d) restoration of the relevant Wallet Balance
• (e) another remedy agreed with you.

9.7 A full refund will normally apply where:

• (a) no usable eSIM Plan was delivered
• (b) the supplied QR Code cannot be used because of a fault attributable to us or our supplier
• (c) the selected service cannot be provided at all
• (d) the delivered plan is materially different from the plan purchased and no acceptable replacement is available.

9.8 A proportionate refund or price reduction may apply where:

• (a) part of the service was successfully supplied or used
• (b) only part of the data allowance or validity period was affected
• (c) another proportionate remedy is reasonable in the circumstances.

9.9 If we cancel an Order before Digital Delivery, we will refund the amount paid or restore the relevant Wallet Balance.

9.10 If we permanently discontinue 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 because of our permanent discontinuation, we will provide an appropriate replacement, proportionate refund, Wallet Balance restoration, or another remedy required by law.

9.11 The remedies in this section do not apply to issues caused solely by:

• (a) an incompatible or locked device
• (b) incorrect installation
• (c) deletion of the eSIM profile
• (d) incorrect device settings
• (e) use outside the supported destination or validity period
• (f) third-party network conditions outside our reasonable control
• (g) your breach of these Terms.

10.1 You may request closure of your Account and termination of your ongoing relationship with Esim-Ex by emailing info@esim-ex.com.

10.2 You should send the request from the email address associated with your Account where possible.

10.3 Our support team will contact you to:

• (a) verify the request
• (b) confirm your identity where reasonably necessary
• (c) identify pending Orders, active eSIM Plans, remaining Wallet Balance, disputes, or outstanding issues
• (d) explain the consequences of closure
• (e) complete the Account closure process.

10.4 We may delay final closure where reasonably necessary to:

• (a) complete a pending Order
• (b) investigate fraud or unauthorised activity
• (c) resolve a payment dispute or chargeback
• (d) comply with legal or accounting obligations
• (e) recover an outstanding amount
• (f) preserve records required by law.

10.5 Before requesting closure, you should use any remaining Wallet Balance unless you may be entitled to a refund under clause 4.9 or applicable law.

10.6 On closure:

• (a) your access to the Account may end
• (b) unused promotional Balance may be cancelled
• (c) undelivered Orders will be reviewed and refunded or completed as appropriate
• (d) delivered eSIM Plans may remain subject to their original Plan Details and supplier rules
• (e) we may retain records where required for legal, tax, accounting, fraud prevention, dispute, or security purposes.

10.7 Closing your Account does not automatically cancel or refund a delivered, installed, activated, or used eSIM Plan.

10.8 Account closure does not affect rights, remedies, payments, disputes, or obligations that arose before closure.

11.1 You are responsible for all destination selections, device details, email addresses, billing information, and instructions submitted through the Service.

11.2 You must not use the Service:

• (a) unlawfully or fraudulently
• (b) to submit false or misleading information
• (c) to interfere with the operation or security of the Service
• (d) to gain unauthorised access to accounts, systems, or data
• (e) to scrape, reverse engineer, or exploit the Service without authorisation
• (f) to resell or redistribute eSIM Plans, QR Codes, or Wallet Balance without written permission
• (g) to abuse promotions, refunds, support channels, or chargeback processes
• (h) to distribute malware, spam, or harmful traffic
• (i) to bypass network, geographic, payment, security, or usage restrictions.

11.3 Your use must comply with our Acceptable Use and Fair Use Policy.

12.1 Esim-Ex does not 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.

12.2 The list of Prohibited Jurisdictions may be updated from time to time because of changes in:

• (a) applicable law
• (b) sanctions or export controls
• (c) payment provider requirements
• (d) telecom supplier restrictions
• (e) network availability
• (f) security or fraud risk
• (g) our commercial risk policy.

12.3 We also do not provide the Service to:

• (a) persons or entities subject to applicable sanctions
• (b) persons or entities owned or controlled by sanctioned persons
• (c) persons acting on behalf of sanctioned or prohibited persons
• (d) persons using the Service for prohibited or unlawful purposes.

12.4 You must not:

• (a) purchase an eSIM Plan for use in a Prohibited Jurisdiction
• (b) use another person, payment method, IP address, account, or location to circumvent this section
• (c) resell or transfer the Service into a Prohibited Jurisdiction
• (d) provide false location, billing, identity, or destination information.

12.5 We may refuse, cancel, suspend, or terminate an Order or Account where:

• (a) the intended destination is prohibited
• (b) the payment method or billing location is connected with a Prohibited Jurisdiction
• (c) sanctions or compliance screening identifies a restriction
• (d) a supplier or payment provider prevents fulfilment
• (e) we reasonably suspect an attempt to circumvent this section.

12.6 Where an Order is cancelled before delivery under this section, we will normally refund the amount paid unless:

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

13.1 The Service depends on Third-Party Network Providers, payment processors, hosting providers, email providers, analytics tools, fraud prevention providers, and other external services.

13.2 We do not control third-party networks and are not responsible for their independent acts, outages, restrictions, congestion, or policy changes.

13.3 Third-party network use may be subject to separate fair use, roaming, security, and technical rules.

13.4 Nothing in these Terms makes you a direct contractual counterparty of a Third-Party Network Provider unless expressly stated.

13.5 We may change suppliers or providers where reasonably necessary for operational, technical, legal, security, or commercial reasons.

14.1 Contacting Us First

14.1.1 If you believe that:

• (a) an Order was not delivered
• (b) a QR Code is faulty
• (c) you were charged incorrectly
• (d) a payment was duplicated
• (e) Wallet Balance was deducted incorrectly
• (f) an eSIM Plan was materially not as described
• (g) another payment or service issue occurred,

you should contact us at info@esim-ex.com before initiating a chargeback where reasonably practicable.

14.1.2 Contacting us first gives us the opportunity to investigate and provide re-delivery, correction, replacement, Wallet Balance restoration, or refund where appropriate.

14.1.3 Nothing in this section prevents you from exercising a legitimate legal right to contact your bank, card issuer, payment provider, regulator, or court.

14.2 Internal Dispute Review

14.2.1 Your complaint should include:

• (a) your Order reference
• (b) the email address used for the Order
• (c) the disputed amount
• (d) the reason for the dispute
• (e) relevant screenshots, receipts, or error messages
• (f) details of any troubleshooting already completed.

14.2.2 We aim to acknowledge a payment or service dispute within 2 business days.

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

14.2.4 Complex matters may take longer where we need information from a payment processor, eSIM supplier, network provider, bank, or other third party. If so, we may provide an update and request additional information.

14.3 Chargebacks

14.3.1 A chargeback is a payment dispute initiated through your bank, card issuer, or payment provider.

14.3.2 If you initiate a chargeback:

• (a) we may pause any overlapping internal refund request
• (b) we may restrict the disputed Wallet Balance or undelivered Order while the chargeback is investigated
• (c) we may provide evidence to the relevant payment provider
• (d) the outcome will be determined under the relevant card or payment scheme rules.

14.3.3 Evidence provided by us may include:

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

14.3.4 You may not recover the same payment twice through both:

• (a) a direct refund from Esim-Ex
• (b) a successful chargeback or payment reversal.

14.3.5 If you receive both, you must notify us, and we may recover or reverse the duplicate amount.

14.4 Unauthorised and Abusive Disputes

14.4.1 We will not penalise you merely for making a legitimate complaint, refund request, or payment dispute.

14.4.2 However, where we reasonably suspect:

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

we may:

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

14.4.3 Any restriction imposed during a dispute will be proportionate to the circumstances and will not limit mandatory consumer rights.

14.5 Chargeback Outcomes

14.5.1 If the payment provider resolves the chargeback in your favour, we will comply with the outcome and make any corresponding Account or Wallet Balance adjustment.

14.5.2 If the chargeback is rejected or withdrawn, any outstanding amount, reversed Wallet Balance, or Account restriction may remain until the payment position is resolved.

15.1 All intellectual property rights in the Service, including software, branding, text, graphics, databases, structure, and user interface, are owned by us or licensed to us.

15.2 Subject to payment and compliance with these Terms, we grant you a limited, non-exclusive, non-transferable, non-sublicensable licence to use the Service and delivered eSIM materials for lawful personal or internal business use.

15.3 You must not:

• (a) reproduce, publish, distribute, resell, or commercially exploit the Service
• (b) remove proprietary notices
• (c) publish or share QR Codes or activation details
• (d) use our branding without permission
• (e) copy our plan database or Service structure for competitive purposes.

16.1 We do not guarantee that the website or Service will be uninterrupted or error-free at all times.

16.2 We may perform maintenance, security actions, supplier changes, system updates, or technical interventions.

16.3 We are not responsible for delays or failures caused by:

• (a) internet outages
• (b) device issues
• (c) email filtering
• (d) force majeure
• (e) government action
• (f) third-party provider failures outside our reasonable control.

16.4 Where delivery or activation fails because of an issue attributable to us or our fulfilment chain, clause 9 applies.

17.1 We will provide the Service with reasonable care and skill and in accordance with mandatory consumer law.

17.2 Except where expressly stated and to the extent permitted by law, the Service is provided on an “as available” basis.

17.3 We do not guarantee:

• (a) uninterrupted network service
• (b) coverage in every location
• (c) a specific speed or latency
• (d) support for every device
• (e) availability of every network technology
• (f) suitability for every personal or business purpose.

17.4 Coverage maps, network names, and speed references are general guidance and may change.

18.1 Nothing in these Terms excludes or limits liability for:

• (a) death or personal injury caused by negligence
• (b) fraud or fraudulent misrepresentation
• (c) breach of mandatory consumer rights
• (d) any liability that cannot lawfully be excluded.

18.2 If you are a consumer, we are responsible for foreseeable loss or damage caused by our breach of these Terms or failure to use reasonable care and skill.

18.3 If you are a business user, our total aggregate liability will not exceed the amount paid by you through the Service during the 12 months preceding the event giving rise to the claim.

18.4 Subject to clause 18.1, we are not responsible for losses caused by:

• (a) device incompatibility
• (b) incorrect plan selection
• (c) incorrect installation or premature activation
• (d) deletion of the eSIM profile
• (e) charges from your primary carrier
• (f) third-party network conditions outside our reasonable control
• (g) incorrect email information provided by you
• (h) unlawful or prohibited use.

18.5 If you are a consumer, this section does not affect rights that cannot lawfully be limited.

19.1 To the extent permitted by law, you agree to indemnify the Company against claims, losses, liabilities, and reasonable costs arising from:

• (a) your material breach of these Terms
• (b) your unlawful or fraudulent use
• (c) infringement of third-party rights
• (d) unauthorised resale
• (e) false or misleading information
• (f) abusive payment or chargeback activity.

19.2 This section does not apply to the extent that the claim or loss was caused by our breach, negligence, or unlawful conduct.

20.1 We process personal data in accordance with our Privacy Policy and applicable data protection law.

20.2 Personal data may be processed for:

• (a) Account administration
• (b) payment handling
• (c) Digital Delivery
• (d) eSIM provisioning
• (e) customer support
• (f) fraud prevention
• (g) security
• (h) legal compliance.

20.3 Relevant information may be shared with telecom providers, payment processors, email providers, hosting providers, fraud prevention providers, and other providers as described in our Privacy Policy.

21.1 We may suspend, restrict, or terminate access where reasonably necessary because:

• (a) you breach these Terms
• (b) we suspect fraud or abuse
• (c) payment has been reversed or disputed
• (d) you create security, supplier, network, legal, or reputational risk
• (e) you use the Service in a Prohibited Jurisdiction
• (f) we are required to act by law, authority, supplier, or payment provider.

21.2 We may suspend delivery while investigating payment, fraud, sanctions, or Account concerns.

21.3 If we terminate your Account because of your material breach, fraud, unlawful conduct, or abuse:

• (a) pending Orders may be cancelled
• (b) promotional Balance may be removed
• (c) paid Wallet Balance may be frozen or applied against valid amounts owed
• (d) refunds will only be provided where required by law or otherwise appropriate.

21.4 If we terminate or discontinue the relationship for reasons unrelated to your breach, clause 9.10 applies.

21.5 Termination does not affect accrued rights, remedies, payments, or obligations.

22.1 We may update these Terms for legal, regulatory, technical, supplier-related, security, commercial, or operational reasons.

22.2 The current version will be published with an updated effective date.

22.3 Where changes are material, we may provide additional notice by email, through your Account, or on the website.

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

23.1 Notices to us must be sent to info@esim-ex.com unless we specify another method.

23.2 We may send notices to:

• (a) the email address associated with your Account or Order
• (b) your Account
• (c) the Service.

23.3 You are responsible for keeping your contact information accurate.

24.1 These Terms are governed by the laws of England and Wales.

24.2 If you are a business user, the courts of England and Wales have exclusive jurisdiction over disputes connected with these Terms.

24.3 If you are a consumer, nothing in these Terms deprives you of mandatory protections available in your country of habitual residence where those protections cannot be excluded.

24.4 Consumer disputes may also be resolved through applicable out-of-court dispute mechanisms where required or permitted by law.

25.1 If any provision is invalid or unenforceable, the remaining provisions will remain in effect.

25.2 A delay or failure to enforce a provision does not waive that provision or any other right.

25.3 You may not assign your rights or obligations without our written consent.

25.4 We may assign or transfer our rights and obligations in connection with:

• (a) a merger
• (b) acquisition
• (c) restructuring
• (d) sale of assets
• (e) business transfer
• (f) change of control.

25.5 These Terms and the policies referenced in them constitute the agreement between you and us concerning the Service.

25.6 A person who is not a party to these Terms has no right to enforce them under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated otherwise.