1. General provisions
1.1. This Policy sets the rules for using mobile data on eSIMsale plans. The networks of our partner operators are a shared resource: excessive load from one user degrades the connection for everyone else. The Policy exists so that mobile data works reliably for all customers.
1.2. The Policy applies to all plans — both plans with a fixed data allowance and unlimited plans.
1.3. By placing an order or activating a plan you confirm that you have read this Policy and agree to it.
2. What the plans are for
2.1. The plans are intended for personal, non-commercial use while travelling: websites and apps, messengers, maps and navigation, internet calls and video calls, social media, watching video and listening to music, working with e-mail and documents.
2.2. The eSIM is installed on the user's personal device — a smartphone, tablet, laptop or watch that supports eSIM.
2.3. The plans are not intended for commercial use, as a replacement for home or office internet, or for continuous round-the-clock data transfer of the kind associated with servers and automated systems.
2.4. Sharing your connection with other devices (personal hotspot) is available if the plan terms say so. It is meant for your own devices and those of your travel companions.
3. What “unlimited” means
3.1. “Unlimited” means that the total amount of data over the validity period of the plan is not capped: your connection is not cut off before the plan expires. It does not mean unlimited speed.
3.2. An unlimited plan includes an amount of data at full speed — as a rule, for each day. Once it is used up, the speed is reduced to the value stated in the plan terms and stays there until the allowance is next renewed. Full speed is restored automatically.
3.3. The amount of full-speed data and the speed after it is used up are stated in the plan terms on the plan page and at checkout — before you pay. They differ between plans and countries. If a plan offers a choice of speed, the terms of the option you selected apply.
3.4. At reduced speed, messengers, e-mail, maps and websites keep working. High-quality video, video calls and large file downloads may be slower or interrupted.
3.5. The moment the daily allowance is renewed is determined by the partner operator; it may not coincide with midnight local time.
3.6. Speed reduction under the plan terms is the normal operation of the plan. It is not a fault or a measure for a violation, and it does not entitle you to a refund or compensation.
4. Network management by the operator
4.1. Partner operators may manage the load on their networks, including temporarily reducing speeds during peak hours. Such restrictions are unrelated to the data allowance of your plan and are outside our control.
4.2. The speeds stated in the plan terms are maximum (“up to”) speeds. The actual speed depends on coverage, network load, network type and your device. We do not guarantee a particular speed, quality or continuity of connection at any given place and time.
5. Unacceptable use
The following is not allowed:
- Resale and transfer to third parties: reselling or renting out an eSIM, providing internet access to third parties on a commercial basis or to the general public (for example, Wi-Fi for the customers of a café, hotel or transport service).
- Automated use without human involvement: SIM farms, SIM boxes and GSM gateways, automated calls and bulk messaging, Internet of Things devices (trackers, cameras, terminals), bots and scripts that generate constant traffic.
- Use in unsuitable equipment: in routers, modems and fixed devices — unless the plan terms expressly allow otherwise.
- Replacement for home or office internet: continuous use of an eSIM as the main connection at one location.
- Load that degrades the network for others: continuously downloading or uploading very large amounts of data at high speed for extended periods; file sharing (P2P, torrents); hosting web, game or other servers; proxy servers, VPN exit nodes and apps that sell your internet connection; mining; round-the-clock video surveillance and streaming.
- Unlawful and harmful activity: sending spam, network attacks and scanning, distributing malware, infringing copyright or breaking the laws of the country you are in.
- Circumventing restrictions: bypassing limits on speed, hotspot use or the coverage area of the plan, spoofing device identifiers, placing new orders or creating new accounts to get around measures already applied.
Using a VPN to protect your own connection, backing up photos, watching video and one-off downloads of large files are ordinary personal use and are not violations in themselves.
When deciding whether a particular use is unacceptable, we act reasonably and take all the circumstances into account.
6. How a violation is determined
6.1. We rely on data from the systems of our partner operators: the amount of data transferred, the load pattern, the device type and notices from the operator. We do not analyse the content of your traffic.
6.2. Signs of unacceptable use:
- the total amount of data over the validity period of the plan exceeds what one person could reasonably use through ordinary personal use;
- continuous, even load for many hours in a row, day after day;
- the eSIM operating in equipment not provided for by the plan terms;
- a notice from the partner operator that the rules of its network have been breached.
6.3. Heavy personal use is not a violation in itself. If you watch a lot of video and the speed has been reduced under the plan terms, the plan is working as described in section 3.
7. Measures in case of a violation
7.1. If we have reasonable grounds to believe that a plan is being used in breach of this Policy, we may:
- send a notice asking you to stop the unacceptable use;
- limit the speed or suspend data transfer on the plan;
- terminate the plan and the eSIM profile early without a refund;
- prohibit purchasing and topping up unlimited plans — plans with a fixed data allowance remain available;
- take other measures reasonably necessary to protect the network and other users.
7.2. The measure is chosen in proportion to the violation. A full account block and refusal of any new orders and top-ups are applied only in cases of fraud, repeated violation or a security threat.
7.3. We give advance notice of a planned measure by e-mail to the address provided with the order: we state the reason and how to contest it. Measures are applied without prior notice when urgent action is required: in cases of fraud, unlawful activity, a threat to the operation of the network, or at the request of the partner operator.
7.4. The partner operator may apply restrictions on its own under the rules of its network, including without notifying us. In that case we will help find out the reason, but we cannot always lift a restriction imposed by the operator.
8. Refunds and contesting a measure
8.1. If measures are applied because of a breach of this Policy, no refund is made for the unused period or data, and no voucher is issued.
8.2. If you disagree with a restriction, contact customer support — e-mail support@esimsale.com, Telegram @esimsale_bot or the chat on the website. State the order number and the e-mail address used for payment. We will review your request within 3 business days and, if necessary, request data from the partner operator.
8.3. If a restriction was applied by mistake, we will restore the plan. If it cannot be restored, the provisions of the Refund Policy on a technical fault caused by the service or the operator (clause 2.4) apply.
9. Final provisions
9.1. The data allowance and speeds of a particular plan are determined by the terms of that plan; this Policy applies together with them.
9.2. A breach of this Policy is a breach of the Customer's obligations under the Public Offer.
9.3. This Policy may be amended. Amendments take effect on the date of publication and apply to orders paid for from that date; orders paid for earlier are governed by the version in force at the time of payment.
9.4. For any questions about this Policy, contact us: e-mail support@esimsale.com, Telegram @esimsale_bot or the chat on the website.