Terms of service

About these terms

SimFuse (“SimFuse”, “we”, “us”) sells prepaid travel eSIM data plans supplied over the networks of our connectivity partners. These terms form a binding agreement between you and SimFuse. They work alongside our privacy policy.

Eligibility and your account

You must be at least 18 years old, or the age of majority where you live, to buy a SimFuse eSIM. SimFuse uses passwordless, magic-link sign-in. You are responsible for keeping access to your email account secure and for activity that takes place under your account. Let us know promptly if you believe your account has been used without your permission.

eSIM plans

Each plan is sold for a stated data allowance, coverage area (a country or region) and validity period. Unless the plan description says otherwise, the validity period begins when the eSIM first connects to a network in the coverage area, and the plan ends when the data allowance is used up or the validity period expires, whichever comes first. Unused data does not roll over and has no cash value once a plan expires. Plans labelled “unlimited” may be subject to fair-use management and reduced speeds as described at purchase.

eSIMs are delivered electronically. After payment you receive installation details, including a QR code, in the app and by email, usually within minutes. Because the product is delivered digitally and tied to your device, the cancellation and refund rules below apply in place of any general right to change your mind.

Device requirements

You are responsible for checking, before you buy, that your device is eSIM-compatible and carrier-unlocked. See our compatibility guide. We cannot refund a plan that fails to work because your device is incompatible or locked to another carrier, but if you contact us before installing the eSIM we will do our best to help.

Pricing and payment

Prices are shown in your selected currency and include applicable taxes where required. Payment is taken at the time of purchase through Stripe or from your SimFuse balance (wallet). You authorise us, through Stripe, to charge your chosen payment method for the order. We may decline or cancel an order where we suspect fraud, a pricing error, or a breach of these terms.

Cancellation and refund policy

Our refund policy reflects the fact that an eSIM begins consuming a real network plan once it is activated. Whether you can cancel for a refund depends mainly on whether your eSIM has been activated and used.

eSIMs that have not been activated

If your eSIM has never connected to a network and none of its data allowance has been used, you can cancel it for a full refund from your eSIM’s details screen in the app, or by contacting [email protected]. In this case we cancel the plan and issue your refund automatically to your original payment method, or to your SimFuse balance where you paid from your balance. Refunds typically reach your card within a few business days, depending on your bank or card issuer.

eSIMs that have been activated or used

Once an eSIM has connected to a network or any of its data has been used, it is generally non-refundable, because the underlying plan has already been consumed. If you believe something went wrong, for example the eSIM did not work as described, you experienced a network fault on our side, or you were charged in error, you can still submit a cancellation or refund request to [email protected] or from the app. Each request is reviewed individually by our team, and where it is justified we may cancel the eSIM and issue a full or partial refund at our discretion.

Our service guarantee

If an eSIM cannot be activated because of a fault on our side and we cannot resolve it, you are covered by our money-back guarantee. Please contact us before or shortly after installation so we can diagnose the issue, as some problems are quick to fix.

How to request a cancellation

You can request a cancellation in the app from your eSIM’s details screen, where eligible eSIMs show a cancel option and a preview of the expected outcome, or by emailing [email protected] with your order details. We will confirm the result by email and, for app requests, by notification. Refund amounts are calculated per eSIM based on the price you paid for that item.

Acceptable use

You agree to use SimFuse eSIMs lawfully and only for legitimate personal or business connectivity. You must not resell our plans without our written permission, use them for fraud, spam, or unlawful content, attempt to circumvent fair-use or data limits, or interfere with the networks we rely on. We may suspend or terminate access, and cancel affected plans without refund, where these terms are breached.

Service availability

Coverage, speeds and availability depend on the underlying mobile networks and on factors outside our control, such as your location, device and local conditions. We aim to provide reliable service but do not guarantee uninterrupted or error-free connectivity in every place at every time.

Liability

To the maximum extent permitted by law, SimFuse is not liable for indirect, incidental or consequential losses, or for loss arising from network unavailability or your device. Nothing in these terms limits any liability that cannot be excluded by law, including your statutory consumer rights. Where we are liable, our total liability for any claim relating to a plan will not exceed the amount you paid for that plan.

Changes to these terms

We may update these terms from time to time. When we make material changes we will update the date above and, where appropriate, notify you. The version in force when you place an order applies to that order. Continued use of SimFuse after an update means you accept the revised terms.

Governing law

These terms are governed by the laws applicable at SimFuse’s place of business, without affecting any mandatory consumer-protection rights you have where you live. If any provision is found unenforceable, the rest of these terms remain in effect.

Contact

For questions about these terms or a billing issue, email [email protected].