Terms of Service
Welcome
Thank you for choosing eSIMcity. These Terms of Service (“Terms”) explain how you may use our website (esimcity.app), mobile app, and prepaid travel eSIM data plans. By creating an account, browsing our catalogue, or completing a purchase, you kindly agree to these Terms. If you do not agree, please do not use the service. For privacy details, please see our Privacy Policy. For refund rules, please see our Refund Policy.
The service
eSIMcity sells prepaid, data-only eSIM profiles for travel. Plans are digital products delivered electronically after successful payment. They are intended for mobile data (for example maps, messaging, and browsing) and do not include a traditional phone number for carrier voice or SMS unless a plan page clearly states otherwise. Destination, data allowance, validity, and coverage are shown on each plan page before checkout. Please review those details carefully before you pay.
Accounts
You may browse as a guest, but an account is needed to manage orders, view QR codes, check usage, and contact support. Please provide accurate information and keep your sign-in details secure. You are responsible for activity under your account. If you believe someone else has accessed your account, please submit a support ticket as soon as possible so we can help.
Orders, pricing, and payment
Prices are shown in your selected display currency and may be converted from our base pricing. The amount charged at checkout is the amount due for that order. Payment is processed securely through our payment partners at checkout. When payment succeeds, we create an order in your account and begin delivering your eSIM. Taxes or bank fees charged by your card issuer or payment method, if any, are outside our control.
Delivery and installation
After a successful payment, your eSIM is delivered digitally to your eSIMcity account as a QR code and related install details. You may install from the website or mobile app by following the on-screen steps, or by scanning the QR code with a compatible device. Please install on the device you intend to use and keep a copy of your order details. We kindly ask that you do not share activation QR codes publicly.
Activation, validity, and data
Unless a plan page states otherwise, a plan activates on first successful connection to a covered network, not at the moment of purchase. Unused profiles typically remain valid for 180 days until first use so you can install later; that window is for activation only. After activation, the plan remains available for the validity period shown at purchase (for example a stated number of days). Data allowances and “unlimited” labels, where offered, are described on the plan page. When your data or validity ends, connectivity on that plan stops.
Coverage and availability
Coverage depends on local networks in the destination or region listed for your plan. Speeds, coverage quality, and network availability can vary by location, time, and network conditions. We work diligently to deliver a working eSIM for the destination you purchase. If we cannot deliver a working eSIM for that destination after payment, please submit a support ticket with your order ID. In that situation you may receive a full refund or a replacement profile, as described in our Refund Policy.
Device compatibility
eSIMs require a compatible, unlocked device that supports eSIM. Carrier-locked phones may need unlocking before an eSIM will install. We provide a compatibility checker and guidance in the product experience; please confirm your device before buying. Purchases for incompatible, locked, or non-eSIM devices are not eligible for a refund under our Refund Policy.
Acceptable use
Plans are for personal, lawful use while travelling or otherwise using mobile data in covered areas. You agree not to use the service for unlawful activity, abuse, fraud, network interference, bulk automated misuse, or resale of profiles without our written permission. We may suspend or cancel service where we reasonably believe these Terms have been seriously breached, and we will try to contact you where practical.
Tethering and hotspot
Tethering (personal hotspot) is allowed on all eSIMcity plans unless a specific plan page states otherwise. Please use hotspot features reasonably and in line with any fair-use notes shown for that plan.
Top-ups and additional purchases
Where top-ups or additional plans are offered for an existing eSIM or destination, they are separate purchases under these same Terms. Each purchase has its own allowance, validity, and coverage as shown at checkout.
Support
For help with installation, usage, billing questions, or delivery issues, please submit a support ticket through our ticket system and include your order ID together with a short description of the issue. We aim to respond as promptly as we can. You may also review our Support pages and FAQs for common questions.
Refunds
eSIM plans are prepaid digital products. Our Refund Policy explains when sales are final and the limited situations in which we may reissue a profile or provide a refund—such as when we cannot deliver a working eSIM after payment. Please read /legal/refunds carefully before purchasing. Nothing in these Terms limits rights that cannot be waived under the mandatory consumer laws of your country.
Intellectual property
The eSIMcity name, website, app, logos, text, and design are owned by eSIMcity or used with permission. You may use the service for your personal purchases, but you may not copy, scrape, reverse engineer, or reuse our materials for a competing service without our prior written consent.
Service changes and interruptions
We may update destinations, plans, pricing, features, or these Terms from time to time. We also rely on networks and systems that may occasionally be unavailable. We will take reasonable care to keep the service reliable, but we cannot promise uninterrupted connectivity in every location at every moment. Where a change to these Terms is material, the latest version will be published at esimcity.app/legal/terms.
Limitation of liability
To the fullest extent permitted by applicable law, eSIMcity is not liable for indirect, incidental, or consequential losses (such as missed travel connections, lost business, or data loss) arising from use of the service or from network conditions outside our reasonable control. Our total liability for a given order is limited to the amount you paid for that order, except where liability cannot be limited by law. This section does not affect your mandatory consumer rights.
Governing approach and contact
These Terms are the agreement between you and eSIMcity for use of the service. If a court finds any part unenforceable, the remaining parts continue to apply. For questions about these Terms, please submit a support ticket or email support@esimcity.app. Continued use of eSIMcity after an update to these Terms means you accept the updated version.