eROAMING Terms and Conditions

These Terms and Conditions ("Terms") apply to all services provided by eROAMING, hereafter referred to as "eROAMING" or "we", in connection with the eSIM services offered. By purchasing and using our eSIM services, you agree to be bound by these Terms, which are available on our website - https://eroaming.global/. & eROAMING app available on Google Play Store & Apple App store.

eROAMING reserves the right to amend these Terms at any time. Any changes will be posted on our platform, and the revised Terms will be effective upon posting.

1.1 Definitions

• ‘eSIM’ – Embedded Subscriber Identity Module issued to the customer to use the network without the need for a physical SIM card.
• ‘Network-Unlocked’ – The customer’s device is not locked to a specific mobile network.
• ‘Prepaid’ – Payment made in advance for services.
• ‘Customer’ – A user of eROAMING services.
• ‘Activation Policy’ – The customer must activate the eSIM within 6 months of purchase. The validity of the selected plan begins once the eSIM is activated.
• ‘Contract’ – The customer has the legal capacity to enter into a contract within the jurisdiction of the United Kingdom and their place of residence.
• ‘One Time Plan’ – A plan where the customer pays for a specific duration or data allocation, which does not automatically renew. Once the plan expires, the customer will not be charged unless a new plan is purchased.
• ‘Recurring Plan’ – A plan where the customer pays at regular intervals (e.g., weekly or monthly) for continued service. The plan automatically renews, and payments are processed until the customer chooses to cancel the plan. A termination fee may apply if the recurring plan is cancelled before the end of the billing cycle.
• Data Only Plans – These plans provide access to data services only.
• Hybrid Plans – These plans offer a combination of data and voice + SMS services.
• Voice + SMS Plans – These plans provide voice calls and SMS only.

eROAMING provides eSIM cards that offer customers the flexibility to access mobile services, including data, voice, and SMS, based on their specific needs. Customers can choose from a variety of plans designed to cater to different coverage areas and service requirements.

The available plans include:

• Global Plans – These plans offer coverage in multiple countries worldwide. Depending on the selected plan, customers can access services in a broad range of countries or more specific regions with varying levels of coverage.
• Regional Plans – Tailored for specific geographic regions, these plans offer coverage across several countries within the region, providing customers with reliable service when traveling within the designated areas.
• Local Plans – Designed for customers who require mobile services in a specific country or area, these plans offer coverage and services within a local context, ensuring affordable and reliable connectivity within that region.

In addition to coverage plans, eROAMING offers the following service types:

• Data Only Plans – These plans provide customers with access to data services only, without voice or SMS capabilities. Ideal for users who primarily need mobile data for browsing, streaming, or app usage.
• Hybrid Plans – These plans offer a combination of data and voice + SMS services, allowing customers to access mobile data along with the ability to make calls or send SMSs.
• Voice + SMS Plans – These plans provide customers with the ability to make voice calls and send SMS only, ensuring comprehensive communication options for personal or business needs.

Customers can also choose between two types of billing arrangements for their selected plans:

• One-Time Plans – A plan with a fixed duration or service allocation, which does not automatically renew. Once the plan expires or the data limit is reached, the service will be discontinued unless a new plan is purchased.
• Recurring Plans – These plans automatically renew at regular intervals (e.g., weekly or monthly). Payment is processed automatically, ensuring continuous service until the customer decides to cancel the plan. Cancellation of a recurring plan before the end of the billing cycle may result in a termination fee.

eROAMING ensures that all services are accessible in compliance with the chosen plan's coverage and service type. Customers are encouraged to review the available plans and coverage options before selecting.

The Customer must accept the General Terms and Conditions to use eROAMING services. The client gives directly or by the intermediary of the service provider (Hotel, Travel Agency…) on the web browser under https://eroaming.global/ the following information: First Name, Last Name, Address (billing address), Email address. The customer bears full responsibility for keeping their account and SIM secure codes confidential. Eligibility, the Customer must be at least 18 years old to use the Services

eROAMING is committed to delivering high quality, reliable services to its customers. However, while we make every reasonable effort to ensure the availability and performance of our services, eROAMING does not guarantee that the services will be uninterrupted, error free, or free of defects. Service availability may be affected by various factors including, but not limited to, network issues, technical limitations, and third-party service providers.

By using the eROAMING services, customers are granted a non-transferable, revocable, non exclusive license to access and utilize the services provided. This license is for personal use only and is limited to the scope of services outlined in the customer’s selected plan. Customers are not authorized to transfer, sub-license, or resell the eROAMING services, nor can they use the services for any purposes beyond those explicitly permitted by eROAMING.

The services provided are subject to network availability, which may vary depending on geographical location, local infrastructure, and the compatibility of the customer’s device with the eSIM technology. eROAMING does not warrant that its services will be free from faults, and the company does not accept liability for any disruption to service caused by network outages, device incompatibility, or other unforeseen technical issues.

Furthermore, the use of eROAMING services is contingent upon compliance with all relevant local, national, and international regulations. eROAMING reserves the right to modify or suspend the services, in whole or in part, at any time, without prior notice, should such modifications or suspensions be required for technical, regulatory, or operational reasons.

Customers are expected to use eROAMING services in a manner that is consistent with the intended purpose of the service and does not cause harm or disruption to the network or other users. Any actions that result in network impairment, misuse, or abuse of the services, including but not limited to fraudulent activities, excessive data consumption beyond fair use, or any activities that interfere with the normal operation of the network, are strictly prohibited.

In the event that a customer violates these Terms and Conditions, eROAMING reserves the right to temporarily or permanently suspend access to the services, depending on the nature and severity of the breach. Suspension of services due to a violation of these Terms will not absolve the customer from their financial obligations. The customer will remain liable for any outstanding charges for the services provided up until the point of suspension.

eROAMING also reserves the right to take further corrective actions, including, but not limited to, termination of the customer’s account or legal proceedings if deemed necessary. eROAMING will notify the customer of any suspension or termination and provide an opportunity for the customer to resolve any issues, in line with our commitment to transparency and fair practice.

eROAMiles is eROAMING’s loyalty rewards programme. Eligible customers can earn eROAMiles on qualifying plan purchases and top ups made via the eROAMING website or mobile app, and may redeem eROAMiles for discounts in accordance with the programme rules.

eROAMiles are awarded only for successful, completed payments. If a payment is refunded or reversed, any eROAMiles earned from that transaction will be deducted. eROAMiles have no cash value and cannot be exchanged for cash or transferred.

Participation in eROAMiles is subject to the separate eROAMiles Terms & Conditions, which apply in addition to these General Terms and may be updated from time to time. Please read the full programme rules here: Global eSIM Solutions by eSIM Mobile | Top eSIM Provider

In the event that a customer’s eSIM is lost, stolen, or used without authorization, it is the customer’s responsibility to notify eROAMING immediately. Upon receiving such notification, eROAMING will take reasonable steps to suspend the services associated with the compromised eSIM to prevent further unauthorized usage.

However, the customer remains liable for all charges incurred on their account up until the point of service suspension. The customer is advised to promptly report any such incidents to ensure timely action is taken. eROAMING is not liable for any charges incurred prior to the suspension of services, and customers may be required to settle any outstanding balances that result from unauthorized use before regaining access to services.

The customer is solely responsible for ensuring that their device is compatible with eSIM technology and is network unlocked. eROAMING provides a compatibility list & device compatibility check in the app to assist customers in verifying whether their device supports eSIM functionality. Additionally, the eROAMING app is integrated with a device compatibility check feature, allowing customers to easily verify their device’s compatibility with one click about eSIM services before proceeding with activation.

While eROAMING strives to maintain an up to date list of compatible devices, customers should be aware that the list may not be exhaustive, and newly released devices may not yet be included. It is essential that the device be unlocked to support eSIM activation with eROAMING services. eROAMING is not responsible for any issues arising from device incompatibility or if the device is locked to a specific network. Customers are advised to check with their device manufacturer to confirm eSIM compatibility and network unlocking before purchasing a plan.

The service contract between eROAMING and the customer commences once the customer has completed the order process on the eROAMING website or app, and payment for the selected plan has been successfully processed. The customer’s acceptance of the terms and conditions at the time of purchase will also constitute acceptance of the contract.

The duration of the contract is determined by the selected plan. For one-time plans, the contract will remain in effect for the duration specified at the time of purchase or until the allocated data or services are consumed, whichever occurs first. For recurring plans, the contract will automatically renew at the intervals specified in the customer’s plan (e.g., weekly, monthly), and the customer will be charged accordingly unless the plan is canceled by the customer.

Charges:

• Data Usage: Charges for data services are based on the volume of traffic (measured in megabytes). Volume based tariffs are rounded up to the nearest 1 MB increment at the end of each session.
• Voice Calls: Calls will be charged on a per minute basis. Calls lasting in seconds will be rounded up to the nearest full minute.
• Text Messages: SMS charges apply per message. Messages exceeding the character limit will be split and charged as multiple messages.

The contract may be terminated under the following circumstances:

• The customer no longer has an active plan, meaning there are no remaining services or data associated with their account.
• The customer deletes or deactivates the eSIM from their device.
• The customer cancels their recurring plan before the next billing cycle begins (a termination fee may apply, depending on the terms of the recurring plan).
• eROAMING suspends or terminates the contract due to a breach of terms and conditions, such as unauthorized use of the services.

Upon termination of the contract, the customer will lose access to the services associated with the plan, and any outstanding charges must be settled.

eROAMING accepts payments for services via the following methods: Credit/Debit Card, Google Pay, and Apple Pay. All transactions are processed securely through our payment providers to ensure the safety of customer payment information.

Payments made via credit or debit cards will be securely processed by our trusted payment provider, Stripe & Pay360. Stripe & Pay360 handles all credit card transactions in compliance with industry standard security protocols, ensuring that payment details are encrypted and securely transmitted.

By selecting a payment method, the customer agrees to the terms and conditions of the chosen payment provider and authorizes eROAMING to charge the applicable fees for the services provided. Payments will be processed in GBP (£) for all transactions.

Customers are advised to ensure that their payment information is accurate and up to date to avoid any issues with service activation or renewal. In the event of a failed payment or chargeback, eROAMING reserves the right to suspend or terminate services until the outstanding balance is settled.

1. VAT Inclusion
   All charges for eROAMING services are inclusive of Value Added Tax (VAT), unless explicitly stated otherwise. Any changes to VAT rates or service charges will be communicated to the customer as required by applicable laws and regulations.
2. Offsetting Claims
   The customer shall not be entitled to offset any of their claims against eROAMING’s claims, except in the case where the customer’s claims are undisputed or have been confirmed by a final court judgment. Any dispute regarding charges must be resolved in accordance with the dispute resolution process outlined in these Terms and Conditions.
3. Payment Deduction
   When service usage incurs a charge to the customer’s account, eROAMING will first apply any available bonus, promotional, or other credits the customer has accumulated. Once these credits are exhausted, eROAMING will deduct the applicable charges from the available balance, which has been previously funded by the customer using their chosen payment method (credit card, debit card, Google Pay, Apple Pay, etc.).
4. Plan Expiration and Validity
   The validity period of a customer’s plan begins when the eSIM successfully connects to any supported network and is activated. The expiration date of the plan aligns with the selected plan’s duration and service coverage. Once the plan expires, the customer will no longer have access to the services unless they renew or purchase a new plan.

Upon successful purchase of an eSIM, the customer will be able to view and manage their eSIM under the "My eSIMs" section on the eROAMING website or app. The eSIM details, including activation instructions, will be available for immediate access through the customer's account.

In addition, a confirmation email will be sent to the customer’s registered email address, confirming the purchase and providing relevant information, including activation steps and any applicable terms of service.

Customers are advised to check their email inbox (and spam folder) for the confirmation message. If the customer does not receive the confirmation email or encounters any issues accessing their eSIM, they should contact eROAMING customer support for assistance.

1. Refund EligibilityRefunds may be issued within thirty (30) days from the date of purchase if the eSIM cannot be activated due to technical issues following extensive collaborative troubleshooting. Customers must cooperate with eROAMING to resolve the issue promptly for a refund to be granted.
2. Non Refundable Charges
   No refunds will be issued for unused data, expired plans, or for plans that have already been fully consumed. Each data package has its own validity period. Once the validity period expires, no refund will be provided for any remaining data.
3. Compensation
   eROAMING will not issue any refunds or compensation for charges incurred through alternative phones, alternate SIM cards, other providers, hotel phones, or any services not directly linked to the customer’s eSIM account. Please refer to section 7 (Liability and Warranty) of our Terms and Conditions for more details.
4. Fraudulent and Unauthorized Purchases
   eROAMING reserves the right to refuse a refund if there is evidence of abuse, a violation of the Terms and Conditions, or fraudulent activity related to the use of eROAMING products and services. Any unauthorized purchases will be subject to investigation, and refunds will only be processed upon approval following such investigation. Accounts associated with fraudulent activity may be suspended.
5. Accidental Purchases
   Once the eSIM is installed, it will be considered used. No refunds will be provided for accidental purchases, and the customer is advised to carefully review their purchase before proceeding with installation.
6. Incorrect Charges
   If the customer reasonably disputes an invoice or part of it, the customer must notify eROAMING within twelve (12) days of receipt, providing the details of why the invoiced amount is incorrect and, if possible, the correct amount the customer believes is due.
7. Replacements
   eSIMs purchased exclusively through the eROAMING website or app are eligible for replacement if they have not been used or activated, or if they encounter technical faults. Such replacements can be processed within thirty (30) days from the date of purchase.
8. Other Refund Requests
   If the refund request does not fall within the above criteria, eROAMING will investigate the request on a case by case basis. If the refund is approved, a processing fee may apply. The maximum refund that can be issued will not exceed the total amount paid by the customer.
9. Refund Process
   To request a refund, customers must contact eROAMING’s support team via the Contact Us page or by emailing help@eroaming.co.uk. Depending on the nature of the issue, customers may be required to provide additional information to support their refund request, such as screenshots of device settings for technical issues or details of the dispute regarding invoiced amounts.
   Once a refund is approved, the processing time may take up to 14 business days, depending on the payment method used. Refunds will be issued to the original payment method, unless otherwise agreed upon by both parties.
10. Modification of Plans
    eSIM data packages and plans are offered as is, and no modifications or customizations will be made once the purchase has been completed. Customers wishing to change or modify their plan after purchase will need to cancel their current plan and select a new one, subject to availability and any applicable terms.

eROAMING makes every reasonable effort to provide high-quality, reliable services to our customers. However, we do not guarantee the continuous availability of network services or error free performance. eROAMING is not responsible for any interruptions, delays, or failures in the service caused by circumstances beyond our control, including but not limited to network outages, technical issues, third party service provider disruptions, force majeure events, or device compatibility issues.

While eROAMING strives to maintain optimal service quality, customers acknowledge that no telecommunications service can be entirely free from faults or technical limitations. As such, eROAMING does not provide any warranties, express or implied, regarding the uninterrupted or error-free operation of the services provided.

eROAMING’s liability for any issues related to the use of its services is limited to the amount paid by the customer for the specific service in question. Under no circumstances will eROAMING be liable for indirect, incidental, special, or consequential damages, including loss of data, profits, or business opportunities arising from the use or inability to use the services, even if eROAMING has been advised of the possibility of such damages.

Customers are advised to use eROAMING services in accordance with the provided guidelines and troubleshooting procedures to minimize the risk of service interruptions.

For assistance, customers can contact eROAMING’s support team via email at help@eroaming.co.uk. Our dedicated customer support team is available to address inquiries, resolve issues, and provide guidance related to eROAMING services.

Response times may vary depending on the nature and complexity of the inquiry. We aim to respond to all inquiries as promptly as possible, with typical response times ranging from 24 to 72 hours.

Customer support operates during standard business hours (Greenwich Mean Time, GMT), Monday to Sunday, 7 days a week, excluding public holidays. Customers are encouraged to provide as much detail as possible regarding their inquiry to help expedite the resolution process.

The use of eROAMING services is governed by our Acceptable Use Policy (AUP), which sets forth the guidelines for permissible and prohibited activities. By using eROAMING services, customers agree to adhere to the following conditions to ensure the network is used responsibly and ethically.

Prohibited Activities

Customers must refrain from engaging in any abusive, illegal, fraudulent, or disruptive activities that could harm the eROAMING network or its users. This includes, but is not limited to:

• The use of eROAMING services for unlawful purposes, including but not limited to harassment, spamming, or engaging in fraudulent activities.
• Attempting to gain unauthorized access to any part of the eROAMING network or third-party networks.
• The use of eROAMING services to transmit malicious content such as viruses, worms, or any form of malware.
• Engaging in activities that violate the intellectual property rights of others.

Automated or Machine-Based Activities

The use of eROAMING services for automated or machine-based activities is prohibited unless explicitly authorized. This includes, but is not limited to:

• Data scraping, web crawling, or automated data collection.
• The use of eROAMING services for automated communication or for any activity that could place an excessive load on the network.

Fair Use Policy

Customers must comply with eROAMING's fair use policy, which ensures that all users have equitable access to the services. This includes avoiding excessive usage that could degrade the quality of service for others, such as:

• Abusing unlimited data, voice, or SMS plans by engaging in high-frequency or intensive data usage.
• The use of eROAMING services for machine-to-machine data applications or other non-consumer uses without prior consent from eROAMING.

eROAMING’s Fair Use Policy ensures that all customers have equitable access to mobile services while maintaining network quality. Data usage under our plans is subject to daily high-speed allocations, which vary depending on the selected plan. The following terms apply:

High-Speed Allocations

• Unlimited plans include daily high-speed data allocation.
• The amount of high-speed data available each day is based on the plan the customer selects.
• Customers are encouraged to review their plan’s specific high-speed data limit at the time of purchase.

Reduction in Speed After Limit Exceeded

• Once the daily high-speed data allocation is exceeded, the speed of the service will be reduced to a maximum of 128 Kbps for the remainder of the day.
• This reduced speed ensures that customers can continue using the service for essential tasks such as browsing or messaging.
• Data-intensive activities like streaming or large downloads may be impacted.

Prevention of Excessive Usage

• The purpose of this Fair Use Policy is to ensure that no customer monopolizes network resources.
• eROAMING reserves the right to monitor usage and take corrective actions.
• Corrective actions may include suspending services or adjusting usage limits for customers who consistently exceed the high-speed allocation.

No Refunds for Reduced Speeds

• Customers are not entitled to refunds or compensation for the reduced speeds once their daily high-speed allocation is used up.
• It is the responsibility of the customer to manage their data usage to avoid exceeding the daily limit.

Our eSIM services are intended solely for temporary use by international travelers and tourists. We do not provide or market telecom services for local use within any country where we are not a licensed provider.

Specifically, in the United Arab Emirates (UAE) and other regulated markets, our eSIM products are meant for visitors travelling to or from these destinations. They are not intended for long-term use by local residents, and purchasing for such use may violate local telecom regulations.

By activating and using our service, you confirm that you are using it in accordance with applicable laws and only for personal, temporary, and roaming purposes.

We reserve the right to suspend or terminate service in cases of regulatory breach or misuse.

1.1 Single Use Voucher Policy:
eROAMING may, from time to time, issue promotional vouchers, including a "First Free eSIM" voucher, to new customers. These vouchers are:

• Valid for a single use only
• Automatically expire if not used within 30 days of issuance
• Non-transferable, non-refundable, and cannot be exchanged for cash or credit
• Applicable across all plans under our newest service offerings

1.2 Misuse of Vouchers:
Any attempt to redeem promotional vouchers multiple times, create duplicate accounts to obtain additional vouchers, or transfer vouchers between users is a violation of these Terms and may result in immediate suspension or termination of your account.

2.1 Login Limits
To maintain system security and prevent abuse:

• Multiple logins from the same IP address are prohibited
• A maximum of two (2) user accounts may be associated with any single IP address

2.2 Account Authenticity Requirement:
Users must not create accounts using false identities, pseudonyms, or by impersonating others. Fake or fraudulent accounts are strictly prohibited. We reserve the right to suspend or delete any account suspected of violating this condition.

2.3 Email Verification Requirement:
Accounts must be registered using a valid, permanent email address. Temporary, disposable, or masked email addresses are not allowed for account creation or voucher redemption. Any account found in breach of this requirement may be suspended or voided without notice.

3.1 Prohibition on Fraudulent Payments:
The use of stolen or unauthorized credit/debit cards or other fraudulent payment methods is strictly prohibited. eROAMING employs fraud detection systems to identify and block card testing behaviours, including multiple low-value transactions.

3.2 Order Frequency Limits:
To ensure fair use of our service:

• No more than two (2) orders may be placed in a single day
• No more than three (3) orders may be placed within any five (5) day period

Accounts exceeding these thresholds may be temporarily restricted or permanently terminated, and their orders may be cancelled without refund.

Violations of any of the above provisions may result in account suspension, service denial, order cancellation, or legal action, at our sole discretion. We reserve the right to modify or update these terms at any time.