Terms of Service

1. About These Terms

These Terms of Service ("Terms") are a binding agreement between you ("you", "Customer") and Mediam Communications Ltd (trading as idealesim.com), a company registered in England and Wales under company number 03652713, with registered office at Falcon House, 257 Burlington Road, New Malden, Surrey, KT3 4NE ("we", "us", "idealesim.com"). By purchasing or using our Services, you agree to these Terms.

2. Definitions

• "eSIM" means an embedded digital SIM profile that can be installed on a compatible device to access mobile data.
• "Plan" means a prepaid data allowance with a defined volume (e.g. 5GB) and duration (e.g. 15 days).
• "Services" means the eSIM products, top-ups, website, and customer support we provide.
• "Account" means a registered user account on our website.
• "Guest Order" means an order placed without creating an account, accessed via a magic link emailed to the customer.
• "Top-up" means additional data added to an existing, still-valid eSIM.
• "Activation" means the moment your eSIM first connects to a mobile network at your destination — this is when your Plan's countdown begins.

3. Eligibility

• You must be at least 18 years old to purchase our Services.
• You must have the legal authority to enter into this agreement.
• You must provide accurate information when creating an account or placing an order.
• If you are buying on behalf of someone else (e.g. a family member), you are responsible for ensuring they agree to these Terms.

4. What We Provide

• Data-only eSIMs. Our eSIMs provide mobile data in the destinations listed for each plan. They do not include a phone number or traditional voice/SMS service.
• Third-party networks. We act as a reseller of mobile data supplied by our wholesale partner and the local mobile carriers they connect to. Network quality, coverage, and speeds are determined by those local carriers and are outside our direct control.
• No guarantee of coverage. Coverage maps and speed estimates are best-effort. Signal strength depends on your location, device, weather, and local network conditions.
• Service availability. Our website and eSIM provisioning systems are provided on an "AS IS" and "AS AVAILABLE" basis. We do not guarantee 100% uptime.

5. Your Responsibilities

• Device compatibility. You are responsible for verifying your device is eSIM-compatible and network-unlocked before purchase. We cannot offer refunds where an order fails due to an incompatible or locked device.
• Installation. Follow the installation instructions we provide. Install over Wi-Fi before you travel where possible.
• Data roaming. You must enable data roaming for the eSIM at your destination. This does not incur charges from your home carrier because the eSIM uses its own allowance.
• Account security. If you have an account, you are responsible for keeping your password secure. Notify us immediately if you suspect unauthorised access.

6. Pricing and Payment

• Prepaid only. All Plans are paid in full at the time of purchase. There are no recurring charges, subscriptions, or overage fees.
• Local currency. Prices are displayed in your selected local currency (USD, GBP, EUR, or AUD). Payment is processed by our payment provider (Stripe Payments Europe Ltd) in the displayed currency. The exact amount charged to your card is the amount shown at checkout.
• Exchange rates. Where prices are converted from USD to another currency, we use daily exchange rates supplied by our payment provider. Rates may vary slightly from rates shown elsewhere. The rate used at the time of purchase is recorded on your order for reference.
• Taxes. Prices are shown inclusive of any applicable VAT at the rate current at the time of purchase.
• Payment methods. We accept all major credit/debit cards and supported wallets (Apple Pay, Google Pay). We do not store card details on our servers — payment is handled directly by Stripe.

7. Plans, Usage, and Expiry

• Activation-based expiry. Your Plan's countdown begins when your eSIM first connects to a network at your destination, not when you purchase or install it. Depending on the eSIM plan purchased, unused eSIMs remain valid for installation for up to 180 days after purchase.
• Data exhaustion. When your data allowance is fully used, your eSIM will stop providing data until you purchase a Top-up or a new Plan.
• Duration expiry. When your Plan's duration ends, service stops even if data remains.
• Speed policies. Some Plans may apply a Fair Use Policy (FUP) that throttles speeds after a daily limit. Any applicable FUP is shown on the Plan detail page. See our Fair Use Policy for the plain-English explanation.
• No refunds for unused data. Unused data at the end of a Plan's duration is not refundable or transferable.

8. Top-ups

• Top-ups add data to an existing eSIM that is still within its active duration.
• The Plan Details will identify whether the eSIM plan allows Top-ups
• Top-ups typically do not extend the expiry of eSIM plan purchased.
• Up to ten (10) Top-ups can be applied to an eSIM.
• Once a Top-up has been applied to an eSIM, it is considered consumed and cannot be refunded.
• If the underlying eSIM is cancelled or expires, any pending Top-ups are void.

9. Acceptable Use Policy

You agree not to use our Services for any of the following:

• Reselling, sublicensing, or redistributing our eSIMs or data allowances.
• Commercial Internet of Things (IoT) or machine-to-machine (M2M) applications without a dedicated commercial agreement.
• Using the eSIM as a permanent primary internet connection at a fixed location.
• Excessive tethering or hotspot use that exceeds reasonable personal travel patterns. Repeated use of the eSIM to provide connectivity to multiple simultaneous devices beyond personal use may result in suspension.
• Any illegal activity, including but not limited to fraud, distribution of unlawful content, hacking, DDoS attacks, spam, phishing, or violation of export-control laws.
• VoIP or video-calling services for commercial purposes.
• Attempting to reverse-engineer, bypass, or interfere with our systems, or the networks we rely on.

We reserve the right to suspend or terminate Services used in breach of this policy without refund.

10. Referral Programme

If we offer a referral programme, the following applies:

• Welcome credit (for the new/referred customer): added to the new customer's account at the moment of signup. It can be applied against their first order at checkout.
• Referral reward (for the referring customer): added to the referrer's account only once the referred customer's first eSIM has been activated (i.e. connected to a mobile network). Payment of a referred order alone is not sufficient to trigger the reward.
• The credit amount per side is fixed at the value shown in your account at the moment the referral code is applied; subsequent changes to the programme do not retroactively alter already-issued credits.
• Minimum order value (newly referred customer): the welcome credit given to a newly referred customer cannot be applied to an order whose post-discount value is lower than (the welcome credit amount + $1). For example, if the welcome credit is $5, it can only be applied against orders totalling $6.00 or more. This restriction applies while the welcome credit remains unused.
• No stacking (newly referred customer): the welcome credit given to a newly referred customer cannot be combined with any other coupon code, promotional discount, or automatic discount on the order on which it is first applied. If another discount is already on your basket, the welcome credit will be held back for a future, undiscounted order.
• Credits are applied automatically at checkout but may be deferred by the customer to a later order.
• Credits have no cash value, are not exchangeable for money, and are not refundable in cash.
• Credits expire 12 months after being credited.
• Self-referrals (using your own second account) are not permitted.
• Clawback and cancellation: we may cancel a referral and reverse the unspent portion of any credit issued if the referred order is refunded before the associated eSIM activates, if the referred eSIM is cancelled, or if we detect signs of fraud or manipulation (including but not limited to multiple accounts, stolen payment methods, chargeback abuse, or coordinated activity). Where the credit has already been partially spent, the unspent balance is reclaimed automatically and the remainder is reviewed at our discretion.
• We reserve the right to suspend accounts and, where appropriate, forfeit remaining credit if we reasonably believe the programme is being abused.
• We reserve the right to modify or discontinue the programme at any time.

11. Newsletter and Discount Codes

• Signing up to our newsletter may entitle you to a one-time welcome discount code.
• Discount codes are single-use unless otherwise stated, non-transferable, and cannot be combined with other offers unless specified.
• Discount codes may be revoked where we detect signs of misuse (e.g. multiple accounts created from the same IP to obtain repeated discounts).
• You can unsubscribe from the newsletter at any time using the link in any email we send.

12. Cancellation, Refunds and Replacements

Under UK consumer law, you have certain rights when buying digital content. The following applies to our Services:

• Before installation. You may cancel your order and receive a full refund within 14 days of purchase, provided you have not scanned the QR code or installed the eSIM.
• After installation. Once the eSIM is installed or any data has been used, the Service is considered "consumed" for the purposes of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and we cannot offer a refund except where the Service has failed due to our fault.
• Faulty Service. If your eSIM fails to work because of an issue on our side or our wholesale partner's side, we will either re-issue a replacement eSIM at no charge or refund your order.
• Replacement eSIMs. Where we issue a replacement eSIM (for example because the original was deleted from your device or failed to install), the new eSIM carries the same data allowance and duration as the original plan you purchased, and no additional charge applies.
• How to request a refund. Contact the Support Desk with your order number and a description of the issue.

For full details see our Refund Policy.

13. Guest Checkout and Magic Links

• You may place an order as a guest without creating an account. You will receive an email containing a unique "magic link" that gives access to your order details and eSIM information.
• Magic links are personal. If you forward your magic-link email to someone else, they will be able to view your order. We are not responsible for unauthorised access resulting from you sharing your email or link.
• Magic links remain valid until a new one is issued (for example when a replacement eSIM is provided), at which point the previous link is invalidated.
• You can upgrade a guest order to a full account at any time from the magic-link page.

14. Account Deletion and Data Retention

• You may request deletion of your account at any time from your account settings.
• We will confirm your request and, unless we are legally required to retain certain information, delete your personal data within e.g. 30 days of your request.
• We retain order and invoice records for 6 years in anonymised form where possible, to meet tax and accounting obligations.
• Existing eSIMs on cancelled accounts continue to work until they naturally expire, unless you specifically request them to be deactivated.

15. Privacy and Data Protection

We process your personal data in accordance with UK GDPR and the Data Protection Act 2018. Full details of what data we collect, why, and your rights are in our Privacy Policy. Briefly:

• We collect only the data needed to provide the Service and process your payment.
• We do not sell your personal data to third parties.
• Your rights include access, correction, deletion, objection, and data portability.

16. Intellectual Property

• All content, logos, trademarks, designs, software, and materials on our website are our property or that of our licensors, protected by UK and international copyright, trademark, and other laws.
• You are granted a limited, non-exclusive, non-transferable licence to use our website and Services for personal, non-commercial purposes only.
• You may not copy, modify, distribute, reverse-engineer, or create derivative works from our content without our prior written consent.

17. Service Changes

• We may add, change, or remove Plans, Services, pricing, or features at any time without notice. Existing orders are not affected — if you bought a Plan at a specific price, that Plan is honoured at that price.
• We may suspend or discontinue any Service with or without notice in the event of technical failure, regulatory change, or commercial withdrawal.

18. Changes to These Terms

We may update these Terms from time to time. When we do:

• We will update the "Last updated" date at the top of this page.
• For material changes, we will notify existing account holders by email at least 14 days before the changes take effect.
• Your continued use of the Service after the effective date of a change constitutes acceptance of the updated Terms.
• If you do not agree with a change, your remedy is to stop using the Service.

19. Termination

• By you. You may stop using the Service at any time and request account deletion.
• By us. We may suspend or terminate your access to the Service, cancel active eSIMs, and refuse future orders if you breach these Terms, misuse the Service, engage in fraud or chargeback abuse, or where we are required to do so by law.
• Effect of termination. Termination does not affect any rights either party has accrued up to that point, including your right to a refund where applicable under Section 12.

20. Warranty Disclaimers

To the fullest extent permitted by law:

• Our Services are provided "AS IS" and "AS AVAILABLE".
• We make no warranty that the Services will be uninterrupted, error-free, or that specific speeds or coverage will be achieved in any location.
• We disclaim all implied warranties of merchantability, fitness for a particular purpose, and non-infringement, except those warranties that cannot lawfully be excluded under UK consumer law.

21. Limitation of Liability

• Our total liability to you arising out of or in connection with these Terms (whether in contract, tort including negligence, breach of statutory duty, or otherwise) is limited to the total amount you paid us in the 12 months preceding the claim.
• We are not liable for indirect, incidental, consequential, or special damages, including but not limited to loss of business, loss of profits, loss of data, or missed opportunities arising from Service interruption.
• We are not liable for failures caused by factors outside our reasonable control (see Force Majeure below).

22. Indemnification

You agree to defend, indemnify, and hold harmless idealesim, its directors, employees, and agents from any third-party claims, damages, losses, or expenses (including reasonable legal fees) arising out of or connected with:

• Your breach of these Terms;
• Your violation of applicable law or the rights of any third party;
• Your misuse of the Services, including any prohibited activities under Section 9.

23. Force Majeure

We are not liable for failure to perform our obligations under these Terms where that failure is caused by events beyond our reasonable control, including but not limited to: natural disasters, pandemics, war, civil unrest, industrial action, failures of third-party networks or providers (including our wholesale partner and their carriers), regulatory action, government restrictions, internet outages, or power failures.

24. Dispute Resolution

• Talk to us first. Before starting any formal proceedings, please contact us at support@idealesim.com. Most issues can be resolved quickly and amicably.
• UK consumer rights. Nothing in this section affects your statutory rights as a consumer.
• Formal disputes. If we cannot resolve a dispute within 30 days of your written complaint, either party may bring proceedings in the courts of England and Wales.

25. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Both parties submit to the exclusive jurisdiction of the courts of England and Wales to settle any dispute arising out of or in connection with these Terms.

26. General

• Entire agreement. These Terms, together with our Privacy Policy and Refund Policy, constitute the entire agreement between you and us regarding the Services.
• Severability. If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions remain in full force and effect.
• No waiver. Our failure to enforce any right or provision of these Terms does not constitute a waiver of that right or provision.
• Assignment. You may not assign or transfer your rights under these Terms without our prior written consent. We may assign our rights to any successor entity, including in the event of a merger, acquisition, or sale of business.
• Third-party beneficiaries. These Terms do not confer any rights on any person other than you and us.
• Notices. Legal notices to us should be sent to Falcon House, 257 Burlington Road, New Malden, Surrey, KT3 4NE. We may send notices to you at the email address associated with your account.

27. Contact Us

If you have any questions about these Terms or our Services, please contact us at:

• Email: support@idealesim.com
• Support page: https://www.idealesim.com
• Registered office: Falcon House, 257 Burlington Road, New Malden, Surrey, KT3 4NE