Terms of Use

1. Introduction

These Terms of Use ("Terms") govern your access to and use of the ESIMLYO website, applications, and related services (collectively, the "Services"). By purchasing, activating, or using any eSIM data plan from ESIMLYO, you agree to be bound by these Terms.

The Services are operated by Solutions Hive Ltd, 2 Frederick Street, Kings Cross, Office #25, London, United Kingdom ("ESIMLYO", "we", "us", "our"). You should read these Terms carefully before placing any order. If you do not agree, you must not use our Services.

2. Nature of the Service

ESIMLYO provides digital eSIM data plans that allow you to access mobile data when travelling. We act as an authorized reseller of connectivity services sourced from upstream connectivity aggregators and mobile network providers.

You enter into a contract with ESIMLYO for the purchase of each eSIM plan. Network access and quality are ultimately provided by third-party network providers, which may vary by country.

Our role is to: (a) make eSIM plans available for purchase; (b) deliver activation details to you; (c) provide first-line customer support; and (d) manage refunds in accordance with these Terms.

3. Eligibility and Device Compatibility

You must be at least 18 years old and have the legal capacity to enter into a binding contract to use the Services.

You are solely responsible for ensuring that your device is:

• eSIM-compatible; and
• carrier-unlocked.

Information on compatibility is provided for guidance only and is not a guarantee. If you purchase a plan for a device that does not support eSIM, you may not be eligible for a refund once activation details have been delivered.

4. Account and Purchases

You may purchase eSIM plans either as a guest or via a registered customer account. You are responsible for safeguarding your login credentials and for all activity occurring under your account.

By placing an order, you confirm that:

• all information you provide is true, accurate, and complete;
• you are authorized to use the chosen payment method; and
• you understand that eSIMs are digital products and cannot be physically returned.

All prices, data allowances, and validity periods are shown at checkout and may change from time to time.

5. Delivery of eSIM

After a successful purchase, you will receive, typically by email and/or on-screen, the following (depending on the plan):

• QR code for installation;
• SM-DP+ address and activation code for manual installation;
• ICCID (where applicable);
• validity period and data allowance; and
• basic installation instructions.

Delivery is usually instantaneous but may be delayed by payment verification, system maintenance, or additional checks. You are responsible for ensuring that the contact details you provide are correct so that we can deliver the eSIM details.

6. Use of the Service

You agree to use the Services in accordance with these Terms and all applicable laws and regulations.

You must not:

• share, publish, or resell your eSIM, QR code, or activation details;
• use the Service for any unlawful, fraudulent, or abusive purpose;
• attempt to circumvent technical or security measures;
• engage in bulk messaging, spam, or unsolicited communications; or
• damage, interfere with, or disrupt networks or infrastructure.

We may suspend or terminate your access to the Service if we reasonably believe you have violated these Terms.

7. Network Performance and Availability

The eSIM enables access to mobile data networks provided by third-party network operators. Network quality, speed, and coverage depend on many factors, including location, device, local infrastructure, and congestion.

Accordingly, we do not guarantee:

• availability of coverage at a specific location;
• any minimum speed or latency; or
• uninterrupted or error-free connectivity.

We will make reasonable efforts to support you if you experience connectivity issues, but we are not responsible for service interruptions beyond our reasonable control.

8. Data Allowance, Validity, and Fair Use

Each plan includes a specified data allowance and validity period. Once the earlier of (a) full consumption of the data allowance or (b) expiry of the validity period occurs, the plan will cease to function.

Unless explicitly stated, plans:

• are for data only;
• do not include voice minutes or SMS; and
• cannot be paused, carried over, or transferred.

We may apply reasonable fair-use controls to prevent abuse, fraud, or disproportionately heavy usage that may impact other users.

9. Refunds and Cancellations (Summary)

Our detailed Refund Policy forms part of these Terms and is published separately on our website. The following is a high-level summary:

• You may be eligible for a refund where the eSIM has not been installed or used and a technical or ordering issue occurred.
• You are unlikely to be eligible for a refund where the eSIM has been installed, activated, or partially used, or where connectivity issues are due to local network conditions.

For full details, please refer to the Refund Policy page.

10. User Responsibilities

You are responsible for:

• checking device compatibility before purchase;
• following installation and activation instructions carefully;
• enabling data roaming for the eSIM when required;
• using the eSIM in the designated destination or region;
• safeguarding QR codes and activation details; and
• notifying us promptly if you suspect misuse of your eSIM details or account.

11. Intellectual Property

All content, branding, logos, and materials on the ESIMLYO website and related communications are owned by or licensed to ESIMLYO and are protected by applicable intellectual property laws.

You may not reproduce, distribute, modify, or create derivative works of any part of the Service without our prior written consent.

12. Limitation of Liability

To the maximum extent permitted by law, ESIMLYO will not be liable for:

• loss of profits, revenue, or business;
• loss or corruption of data;
• indirect, incidental, or consequential damages;
• losses arising from network outages, coverage gaps, or speed reductions; or
• issues caused by device incompatibility, misconfiguration, or user error.

In any case, our total aggregate liability in connection with any claim relating to a purchased eSIM is limited to the amount you paid for that specific eSIM plan.

13. Privacy

We collect and process personal data in accordance with our Privacy Policy, which forms part of these Terms and is published on our website. The Privacy Policy explains how we handle your personal data, including data shared with upstream service providers for the purpose of eSIM activation and fraud prevention.

14. Changes to the Terms

We may update these Terms from time to time, for example to reflect changes in our Services, legal requirements, or market conditions. When we make material changes, we will update the "Last Updated" date and, where appropriate, provide additional notice.

Continued use of the Services after changes take effect constitutes your acceptance of the revised Terms.

15. Governing Law and Jurisdiction

These Terms and any disputes or claims arising out of or in connection with them are governed by the laws of England and Wales. You agree that the courts of London, United Kingdom, will have exclusive jurisdiction, subject to any mandatory consumer protection provisions in your country of residence.

16. Contact

If you have questions about these Terms or the Services, you can contact us at: