Terms of Service

These terms govern your use of Travel eSIM Store and every purchase you make on it. The service is operated by NOVATORA MARKETPLACE LTD, a company registered in England and Wales under company number 17451698, with its registered office at 20 Wenlock Road, London, N1 7GU, United Kingdom ("NOVATORA MARKETPLACE LTD", "we", "us"). Travel eSIM Store is a trading name of NOVATORA MARKETPLACE LTD. By creating an account or placing an order you agree to these terms, the Privacy Policy, the Refund & Cancellation Policy and the Delivery Policy.

1. What we sell

We sell prepaid mobile data plans delivered as eSIMs (embedded SIM profiles) for use while travelling. Each plan is for a named country or region, includes a stated amount of data (or unlimited data where stated) and is valid for a stated number of days. Plans are data-only: they do not include a phone number, voice calls or SMS. NOVATORA MARKETPLACE LTD is the seller and merchant of record for every order. The eSIM profile is issued by our licensed eSIM provider and works on the partner mobile networks in the destination; network speed and coverage depend on those networks and on your location. Plans are for personal use by travellers and may not be resold.

2. Eligibility

You must be at least 18 years old and able to enter a binding contract. We do not sell to anyone on a sanctions list (such as the US OFAC Specially Designated Nationals list or the UK sanctions list), or to anyone located in or resident in a country or region under comprehensive sanctions — currently Cuba, Iran, North Korea and the Crimea, Donetsk and Luhansk regions of Ukraine. Under our own risk policy we also do not serve customers in Afghanistan, Belarus, the Central African Republic, the Democratic Republic of the Congo, Ethiopia, Iraq, Lebanon, Libya, Mali, Myanmar (Burma), Nicaragua, Russia, Somalia, South Sudan, Sudan, Syria, Venezuela, Yemen and the Kherson and Zaporizhzhia regions of Ukraine. We do not sell plans for use in any of those places. Sign-up and checkout are refused from IP addresses in those countries, and using a VPN or proxy to get around this is a breach of these terms.

3. Your device

You are responsible for making sure your phone or tablet supports eSIM and is not locked to a mobile carrier before you buy. Our compatible phones list is a guide; some regional or carrier versions of the same model do not support eSIM. You confirm compatibility at checkout. An eSIM that cannot be installed because the device is incompatible or locked is refundable only if it has not been installed (see section 7).

4. Your account

You sign in with an email address and password. Your eSIMs, their activation codes and installation instructions are kept in your account. Keep your credentials and activation codes private: anyone with the activation code can install the eSIM. We may suspend accounts used for fraud, chargeback abuse, money laundering or breaches of these terms.

5. Prices and payment

All prices are in US dollars (USD) and the price at checkout is the total you pay. You pay by Visa or Mastercard debit or credit card. Card payments are processed by our payment service provider over an encrypted connection; your bank may ask you to confirm the payment with 3-D Secure. We never see or store your full card number. Your bank may apply its own foreign-exchange or cross-border fees; we add no card surcharges or payment fees. There are no subscriptions or recurring charges — you pay once per plan. Card payments appear on your statement as TRAVELESIMSTORE.COM. How we protect card data is described on our Payment Security page.

6. Delivery and validity

After payment your eSIM is issued and shown on your order page as a QR code with manual activation details, usually within seconds. The validity period starts when the eSIM first connects to a supported network in the destination, not when you buy or install it. A plan must be activated within 180 days of purchase; a plan not activated by then expires. Details are in the Delivery Policy.

7. Cancellation and refunds

If an eSIM cannot be issued, the full price is refunded to the card you paid with, automatically. An eSIM that has not been installed on any device can be refunded in full on request within 30 days of purchase. eSIMs are digital content supplied immediately at your request: by ticking the box at checkout you agree to immediate supply and acknowledge that you lose the statutory right to cancel once the eSIM is installed. If an installed eSIM does not work as described — for example it cannot connect in the destination — and we cannot fix the problem, we refund you; this is not affected by installation. See the Refund & Cancellation Policy.

8. Fair use

Plans may be subject to the fair-use policies of the partner networks. Where a plan is sold as unlimited, any speed limit after heavy daily use is stated on the plan. You may not use a plan for illegal activity, network attacks, bulk messaging or in devices other than phones, tablets and personal hotspots (for example SIM boxes or IoT devices).

9. Chargebacks

If you think a charge is wrong, please contact us first at support@travelesimstore.com — we answer within 24 hours and resolve most issues within 2 business days, usually faster than a bank dispute. You can always dispute a charge with your bank; where an eSIM was issued and used we will share the delivery and usage record with the bank, and we may suspend the account while the dispute is open.

10. Acceptable use and verification

You may not use the service for fraud or money laundering, to buy on behalf of minors, or with a payment card you are not authorised to use. We may ask for identity documents under our AML & KYC Policy and may refuse or cancel orders that fail those checks.

11. Liability

Nothing in these terms limits liability that cannot be limited by law, including your statutory rights as a consumer. Otherwise our total liability for any order is limited to the amount you paid for it. We are not liable for network outages, coverage gaps or speed limits of the partner networks, for charges from your home carrier if you leave its roaming switched on, or for events outside our reasonable control.

12. Changes

We may update these terms; the version shown when you place an order applies to that order.

13. Governing law

These terms are governed by the laws of England and Wales. The courts of England and Wales have jurisdiction, without affecting any mandatory rights you have in the country where you live.

14. Contact

NOVATORA MARKETPLACE LTD, a company registered in England and Wales under company number 17451698, with its registered office at 20 Wenlock Road, London, N1 7GU, United Kingdom. Email: support@travelesimstore.com. See also our contact page and complaints procedure.