Terms of service

These terms of service (the "Terms") form a contract between you and SimOwl (TODO: legal form, SIRET, registered address) ("SimOwl", "we", "us"), which runs the website simowl.com. By placing an order you accept these Terms, our refund policy and our privacy policy. Please read them before buying.

1. Definitions

• eSIM: a digital SIM profile that you install on a compatible device instead of a physical SIM card.
• Plan: a prepaid mobile data allowance (a set amount of data, or unlimited data) valid in a stated country, region or zone for a stated number of days.
• Top-up: an extra Plan added to an eSIM you already bought from us, with nothing to reinstall.
• Order: a purchase of an eSIM with a Plan, or of a Top-up, identified by an order reference.
• Order page: the private page, linked in your confirmation email, where you find your eSIM, its status and top-up options.
• Product details: the information shown on the website when you buy, including coverage, data allowance, validity, speed and any fair-use limits. It forms part of these Terms.
• Activation: the moment the Plan's validity starts, which is when the eSIM first connects to a supported network in the covered area.
• You: the person who places the Order.

2. General

2.1 Our Plans are made for travellers who need mobile data while temporarily abroad. They do not replace a home mobile subscription.

2.2 We are not a mobile network operator. We resell connectivity provided by partner carriers and network operators. Coverage, speed and network availability depend on those operators.

2.3 If these Terms and the Product details conflict, the Product details shown at the time of your Order apply to that Order.

2.4 We may update these Terms. The version that applies to your Order is the one in force when you placed it; its version date is recorded with your Order. Changes apply only to Orders placed afterwards.

3. Technical requirements

3.1 Your device must support eSIM and be carrier-unlocked. It is your responsibility to check this before buying, for example with our compatibility checker or in your device settings. Some models sold in certain countries do not support eSIM even if other versions do.

3.2 Plans are data only. They include no phone number, voice calls or SMS. You can still use internet-based calling and messaging apps.

3.3 You need an internet connection (for example Wi-Fi) to install the eSIM. We recommend installing it before you travel.

3.4 We do not guarantee coverage everywhere in the covered area, a specific speed or network technology (such as 5G), or uninterrupted service. Features such as personal hotspot depend on the operator and your device.

3.5 No emergency calls. Our eSIMs cannot be used to call emergency numbers (such as 112 or 911). Keep another way to reach emergency services while travelling.

4. Products

4.1 eSIM. Each first Order includes one eSIM profile for one device. A profile can generally be installed only once: if you delete it from your device, it usually cannot be reinstalled and a new eSIM must be bought.

4.2 Plans. The coverage, data allowance, validity period and any limits of each Plan are set out in its Product details.

4.3 Top-ups. You can add a Top-up to an eSIM bought from us, from your Order page, while that eSIM is still installed. A Top-up is a separate Order with its own Plan and validity.

4.4 Validity and unused data. A Plan's validity starts on Activation and ends after the number of days stated, whether or not all the data has been used. Unused data expires at the end of the validity period and is not carried over, refunded or exchanged. A Plan that is never activated expires at the latest at the end of the activation window stated in its Product details, if any.

5. Ordering

5.1 You must be at least 18 years old, or the age of majority where you live if higher, to place an Order.

5.2 No account is needed. You must give a valid email address that you can access: we use it to deliver your eSIM and to send service messages about your Order. We are not responsible if delivery fails because the address is wrong.

5.3 Your Order page link and your eSIM's QR code give access to your eSIM. Keep them private. Anything done with them is treated as done by you, unless it results from our own fault.

5.4 You are responsible for making sure that using a foreign eSIM and mobile data is lawful where you use it.

5.5 The contract is formed when we confirm your payment. We may refuse or cancel an Order before delivery, with a full refund, for example if the product is unavailable, if the payment is flagged as fraudulent, or if the Order would breach these Terms or the law.

6. Prices and payment

6.1 Prices are shown in the currency you choose, including applicable taxes (TODO: confirm VAT regime). The price that applies is the one shown when you place your Order. We may change prices at any time for future Orders.

6.2 Payment is made in full in advance by card or the other payment methods offered at checkout, processed by our payment provider Stripe. We do not store your card details.

6.3 Your bank may charge fees or apply its own exchange rate, for example if your card is in a different currency. These are not set by us and are not refunded by us.

6.4 We are not responsible for payments declined by your bank or card issuer (for example insufficient funds, card limits or fraud blocks).

6.5 If you have a problem with a charge, contact us first at [email protected] so we can fix it. Opening a chargeback for an eSIM that was delivered and used, without contacting us first, may lead us to cancel the eSIM and to contest the chargeback.

7. Delivery and installation

7.1 Your eSIM is delivered by email and on your Order page, usually within minutes of payment. If it has not arrived within one hour, check your spam folder and then contact us.

7.2 You can install it by scanning the QR code with your device's camera from another screen, by entering the activation details manually, or with the one-tap install link on supported devices. Installation steps are shown on your Order page.

7.3 Delivery of the eSIM is complete when its QR code and activation details are made available to you.

8. Right of withdrawal

8.1 The eSIM is digital content supplied immediately at your request. By completing your purchase you expressly ask for immediate delivery and acknowledge that you lose your right of withdrawal once the eSIM is delivered (Directive 2011/83/EU, art. 16(m), and article L221-28 13° of the French Consumer Code).

8.2 This does not affect your rights under our refund policy or your legal rights if the service is not provided as described.

9. Refunds

9.1 Refunds are handled under our refund policy. In summary: you get a full refund if we fail to deliver your eSIM, or if it was never installed on a device and you ask within 30 days of purchase; and we refund the unused Plan if your eSIM is installed but cannot connect at the destination and our support cannot solve the problem.

9.2 A Plan counts as used from the earliest of: installation of the eSIM on a device; Activation; or any use of data.

9.3 No refund is due for Plans that have been activated and used, eSIMs installed on an incompatible or locked device, Plans that expired after their validity, or eSIMs deleted from a device.

9.4 To ask for a refund, email [email protected] with your order reference. For technical problems, include a description and, if possible, screenshots of your device's mobile data settings. We reply within 5 business days.

9.5 Refunds go back to the original payment method. The time it takes for the money to appear depends on your bank, usually 5 to 10 business days.

9.6 If we suspend an eSIM because you breached these Terms, no refund is due for the unused part.

10. Fair use and acceptable use

10.1 Plans are for normal personal use on a mobile device. Unlimited Plans are subject to the operators' fair-use policies: speed may be reduced after high daily usage, as stated in the Product details.

10.2 You must not: resell or commercially redistribute our eSIMs or Plans without our written agreement; use them in fixed routers, servers, SIM banks or for automated or bulk traffic; use them for fraud, spam, illegal content or attacks on networks; or buy or use them in breach of sanctions or export rules.

11. Suspension

11.1 We may suspend or cancel an eSIM or Plan, without notice, if you materially breach these Terms, if we reasonably suspect fraud or abuse, if a partner operator suspends the service, or if a competent authority requires it.

11.2 If a Plan is suspended for reasons that are not your fault, we refund the unused part of the Plan or, if you agree, replace it.

12. Warranties

12.1 We will provide the Plan with reasonable care and as described in the Product details. Apart from that and from the guarantees you have by law, our services are provided "as is", without other warranties.

12.2 Our eSIMs are not designed for uses where a connection failure could cause death, injury or serious damage (for example medical or safety-critical systems).

13. Liability

13.1 We are not liable for indirect losses, such as loss of profit, business or data, or the cost of other connectivity bought while travelling, nor for losses caused by the network operators, your device, or your failure to follow these Terms.

13.2 Our total liability for an Order is limited to the amount you paid for that Order.

13.3 Nothing in these Terms limits liability that cannot be limited by law, including for death or personal injury caused by our negligence, fraud, or your mandatory rights as a consumer.

14. Force majeure

We are not responsible for delays or failures caused by events beyond our reasonable control, including outages of operator networks or of our suppliers, natural disasters, war, terrorism, strikes, power or internet failures, or decisions of public authorities.

15. Personal data

We process your personal data (such as your email address, order details and eSIM usage information) to provide the service, prevent fraud and meet our legal obligations, as described in our privacy policy, which also explains your rights. Service emails about your Order are not marketing and are always sent.

16. Intellectual property

The website, the SimOwl name and logo, and all their content belong to us or our licensors. Buying a Plan does not give you any right to use them.

17. Changes in regulation and severability

17.1 If new laws or decisions of authorities affect our services or our partners, we may change the service or these Terms to comply, and will tell affected customers where possible.

17.2 If any part of these Terms is found invalid, the rest remains in force.

18. Governing law and disputes

18.1 These Terms are governed by French law. If you are a consumer living in another country, you keep the protection of the mandatory rules of your country of residence.

18.2 Please contact us first at [email protected] so we can try to resolve any complaint. If no solution is found, consumers may use a consumer mediator free of charge (TODO: mediator name and contact details), or bring the matter before the competent courts.

19. Language

These Terms are available in English and French. Both versions have equal value. Where the website shows them in English to visitors browsing in another language, the English version applies.

20. Contact

SimOwl (TODO: registered address). Email: [email protected].

Version 2026-11-09