Terms of service

Who we are

eSIM Otter is operated by [Legal entity name — set LEGAL_NAME], [Registered address — set LEGAL_ADDRESS], [Country — set LEGAL_COUNTRY]. In these terms, “we” and “us” mean [Legal entity name — set LEGAL_NAME]; “you” means the person buying or using an eSIM. Contact: [Contact email — set SUPPORT_EMAIL].

What we sell

We sell prepaid, data-only eSIM plans for travel. Each plan gives a stated amount of mobile data for a stated number of days in the countries listed for it. Plans don’t include a phone number, calls or SMS unless the plan page says so. Service is provided over our network partners’ mobile networks.

Plan details — coverage, data, validity, when validity starts, and the latest date to install — are shown on the plan page and in your confirmation, and form part of these terms.

Your phone

You need an eSIM-capable phone that is not locked to a carrier. Before buying, please check your phone. At checkout you confirm your phone is compatible and unlocked. An eSIM that hasn’t been installed is refundable under our refund policy, so if you are unsure, you can buy, check, and ask for a refund before installing.

Prices and payment

• Prices are shown in the currency you choose. Prices in currencies other than US dollars are converted from our US dollar price at a reference exchange rate we update when rates move, and are the amounts you will be charged.
• Any sales tax or VAT that applies to your billing address is calculated and shown at checkout before you pay.
• Payments are processed by Stripe. We never see or store your full card details.
• We may correct obvious pricing errors before your order is delivered; if we do, we will tell you and you can cancel for a full refund.

Delivery, installation and validity

• Your eSIM is delivered on screen and by email, usually within a minute of payment. If delivery fails, we refund you automatically.
• Install your eSIM before the “install by” date shown for your plan. Validity starts as described on the plan page (on installation, or when the eSIM first connects in the destination).
• Keep your QR code and install link private: anyone with them may be able to install your eSIM. An eSIM profile can usually be installed only once.
• Unused data and days expire at the end of the validity period and can’t be carried over.

Network coverage and fair use

Coverage, speed and network availability depend on our partners’ networks, your location, your device and other conditions outside our control. We don’t guarantee a particular speed or uninterrupted service. Plans marked “unlimited” are subject to a fair-use policy shown on the plan page.

You must not use an eSIM for illegal purposes, to resell connectivity, for automated or machine-to-machine traffic, to send spam, or in a way that harms the network. We may suspend an eSIM used this way.

Refunds and the 30-day guarantee

Our refund policy, including the 30-day connection guarantee and information about your statutory right of withdrawal, is part of these terms.

Promo codes, referrals and store credit

• One code per order. Codes have no cash value, can’t be combined unless we say so, and may have an expiry date, a usage limit or be limited to a first order.
• Referral programme: a friend who buys through your personal link gets 10% off their first order; you receive store credit equal to 10% of what they paid (before tax), once their eSIM is delivered. If their order is refunded, that credit is removed. You may not refer yourself, use multiple accounts, or share your code on coupon sites or through paid advertising.
• Store credit is held in the currency in which it was earned, can only be spent on eSIM Otter purchases in that currency, isn’t transferable, and has no cash value except where the law requires.
• Discounts never reduce a price below our cost, so a code may give less than its headline percentage on some low-priced plans.
• We may cancel codes, credit or rewards obtained by fraud, abuse or breach of these terms.
• Affiliate partners are covered by a separate written agreement.

Reviews

Only customers whose eSIM was delivered can review it. Reviews must be honest and about your own experience, and must not contain personal data, abuse or advertising. We publish reviews regardless of their rating and remove them only for those content reasons. By posting, you allow us to display your review, first name and country on our website.

Accounts

You can buy as a guest or sign in with your email address (and optionally Google or Apple). You are responsible for keeping access to your email account secure. Signing in with the email used for an order links that order to your account.

Our liability

Nothing in these terms limits liability that can’t be limited by law, including for death or personal injury caused by negligence, fraud, or your statutory consumer rights.

Otherwise, our total liability for any order is limited to the amount you paid for it, and we aren’t liable for losses that weren’t foreseeable, for business losses, or for costs such as roaming charges from your home carrier if you leave data roaming on for your home SIM.

Changes and law

We may update these terms; the version in force when you buy applies to that order. These terms are governed by the laws of [Governing law — set LEGAL_GOVERNING_LAW]. If you are a consumer, you also keep the protection of the mandatory laws of the country where you live, and you may bring a claim in your local courts.

EU consumers can also use the EU’s online dispute resolution information at consumer-redress.ec.europa.eu. We are not obliged to take part in alternative dispute resolution, but please contact us first — we would rather fix it.