eSIM terms

Version 1.0In force from Previous versions

The short version

  • Your phone must support eSIM and be carrier-unlocked.
  • A plan starts when the eSIM first connects in its destination, and ends when its days or data run out.
  • Plans include mobile data only: no phone number, calls or texts.
  • If an eSIM cannot connect through no fault of your phone, we replace it or refund you.

This summary helps you read the terms. It is not part of them.

Contents
  1. 1. About these terms
  2. 2. Your phone
  3. 3. Delivery and installing
  4. 4. When your plan starts and ends
  5. 5. Coverage, speed and fair use
  6. 6. Problems and refunds
  7. 7. Your right to cancel

1.About these terms

1.1These terms apply to eSIM data plans, together with our terms of use. Where they differ, these terms apply to eSIM plans.

2.Your phone

2.1Your phone must support eSIM and be carrier-unlocked. If it was bought from a mobile network on contract, ask them to unlock it before you travel.

2.2Check your phone before you buy. We cannot refund a plan because a phone does not support eSIM or is locked to a network.

3.Delivery and installing

3.1We deliver your eSIM as a QR code, by email and in your account.

3.2You must install the eSIM within 180 days of buying it. The install guide explains how.

3.3An eSIM can be installed only once. If you delete it from your phone, it cannot be installed again, and you need a new plan, so do not delete it until the plan has ended.

4.When your plan starts and ends

4.1A plan’s validity starts when the eSIM first connects to a partner network in its destination, and ends when its days or data run out, whichever comes first.

4.2Installing the eSIM does not start the plan.

4.3To get more data, you buy another plan. It comes as a new eSIM with its own QR code.

5.Coverage, speed and fair use

5.1Your eSIM connects to our partner networks in the destination, listed on each destination page and confirmed at checkout. Coverage and speed depend on those networks.

5.2Plans include mobile data only. They do not include a phone number, calls or texts. You can use internet calling apps.

5.3There is no fair-use limit: a plan runs at full speed until its data or days run out. Sharing data with a hotspot is allowed and counts towards your data.

6.Problems and refunds

6.1If an eSIM cannot connect in its destination through no fault of your phone, we replace it or refund you.

6.2Tell us while the plan is still valid, so we can check it with the network.

6.3Refunds go back to the original payment method, usually within 5 business days.

7.Your right to cancel

7.1How the 14-day right to cancel works for eSIM plans, including what you pay if a plan has already started, is explained in the right of withdrawal.