Legal, privacy and refunds

1. Agreement and eligibility

These Terms of Service form a binding agreement between you and SpiderSilk Limited regarding your use of the eSIMbundle website, account, eSIM profile, data bundles, included VPN and related support services.

By creating an account, completing a purchase, installing an eSIM profile or using any eSIMbundle service, you confirm that you have read and accepted these terms. If you do not agree, do not purchase or use the service.

You must be at least 18 years old, or the legal age required to enter into a contract in your country. The service is intended primarily for personal travel use unless we expressly agree otherwise.

2. Definitions

eSIM profile

The electronic mobile-network profile installed on a compatible device. An eSIMbundle profile may remain installed and may support separate eligible data bundles for future trips.

Data bundle

A prepaid mobile-data allowance for a particular country, region or group of destinations. Each bundle has its own data allowance, activation method, validity period, price and other displayed conditions.

Included VPN

VPN access supplied with an eligible eSIMbundle data bundle at no additional charge. The customer uses the VPN through a supported VPN application and separate VPN credentials.

Services

The eSIMbundle website, customer account, eSIM profile, data bundles, included VPN, applications, checkout, support and related features made available by SpiderSilk Limited.

3. Service description

eSIMbundle provides prepaid travel mobile-data bundles for supported destinations. Eligible bundles include VPN access at no extra cost.

The exact destination, data allowance, validity, price, high-speed-data conditions, network information and other material plan conditions are shown before purchase. Those displayed plan conditions form part of the agreement for that purchase.

A data bundle does not normally include a traditional mobile number, voice calls or SMS messages unless the specific plan clearly states otherwise. Customers can usually keep their normal SIM active for calls and SMS while using eSIMbundle for mobile data.

4. Reusable eSIM profile and separate bundles

The installed eSIM profile is separate from the data bundles attached to it. The profile is not automatically deleted when a bundle expires or runs out of data.

Where supported, customers can purchase additional destination or regional bundles for the same installed eSIM profile. A new bundle does not necessarily require another eSIM installation.

Customers should not delete the eSIM profile while an active or future bundle depends on it. Reinstallation or transfer to another device may not always be possible. Contact support before deleting, replacing or transferring the eSIM profile.

5. Device requirements

The customer is responsible for confirming before purchase that the intended device:

• supports eSIM;
• is not restricted by a carrier lock;
• supports the networks and technologies required at the destination;
• has current software where reasonably required; and
• can access the device settings needed to install and manage an eSIM.

Compatibility information and device-checking tools are provided as guidance. Device variants, carrier restrictions, regional firmware and later software changes can affect compatibility.

6. Purchase and payment

Data bundles are prepaid. The customer is charged when the order is submitted and payment is accepted.

The checkout page shows the selected destination, bundle, quantity, currency, price, activation choice and available credits before payment. The checkout total displayed immediately before payment is the amount the customer authorizes.

Payments may be processed by third-party payment providers. We may perform reasonable fraud, payment and account verification before completing or fulfilling an order.

Applicable taxes, exchange rates and payment-provider charges may depend on the customer's country, currency and payment method.

eSIMbundle does not currently renew data bundles automatically. Any future automatic-renewal feature would only apply where it is expressly offered and actively accepted by the customer.

7. Activation and validity

Each data bundle uses the activation option selected at purchase or shown in the customer account. Available activation methods may include:

• Start on first use
• Schedule a date and time
• Start now

Installing the eSIM profile does not by itself start every data bundle. Bundle activation and eSIM-profile installation are separate events unless the applicable plan expressly states otherwise.

The bundle validity period begins when the bundle activates. The bundle page or checkout identifies the relevant validity period.

A scheduled bundle starts at the selected date and time using the timezone displayed to the customer when scheduling.

Selecting Start now requests immediate activation. Once activation has been completed, it may not be reversible.

When validity expires, unused data is lost and does not roll over unless the specific plan expressly states otherwise.

8. Coverage, networks and speed

Mobile service depends on third-party mobile networks and conditions outside SpiderSilk Limited's direct control.

Coverage, available operators, signal strength, network registration, latency, speed, 4G or 5G availability and service quality can vary because of:

• destination;
• exact physical location;
• buildings, terrain or congestion;
• supported partner networks;
• device capabilities;
• frequency-band support;
• local network maintenance;
• local regulation;
• weather or emergency conditions; and
• other technical factors.

Maps, network names and expected-coverage statements are guidance, not guarantees of service at every address or indoor location.

We may change available network partners where reasonably required to operate or improve the service.

9. Data usage

Internet activity through the travel eSIM consumes the applicable data allowance. This includes VPN traffic, hotspot use, software updates, background activity, cloud backups, streaming and tethered devices.

The included VPN does not create a separate mobile-data allowance.

Usage records shown in the account may be delayed. The network's authoritative usage records determine actual consumption.

10. Included VPN

Eligible data bundles include VPN access at no extra cost for the period associated with the active bundle. The VPN account may be prepared before travel, but usable VPN access follows the applicable bundle entitlement.

Customers use the VPN through a supported application. They must use the separate VPN username and password displayed in Account → VPN.

The VPN can change the internet route and apparent internet location. It can help provide privacy, security and access on mobile data and Wi-Fi.

The VPN does not guarantee:

• uninterrupted connection;
• a particular speed;
• a particular IP address;
• access to every website or application;
• access to every streaming catalogue;
• acceptance by banks or payment providers;
• access contrary to an application's account rules;
• access contrary to local law;
• compatibility with every device or network.

Websites, streaming platforms, employers, banks and other third parties may apply their own account, security, location and VPN-detection rules.

11. Account security

Customers must provide accurate account information and keep it reasonably up to date.

The customer is responsible for protecting:

• account credentials;
• email access;
• eSIM QR codes and installation details;
• VPN credentials;
• payment-account access; and
• devices signed in to the account.

Customers must notify support promptly if they reasonably suspect unauthorized access.

Accounts and eSIM profiles may not be sold, transferred or shared commercially without written permission.

12. Account credits

Promotional credits, cashback credits or other account credits may be subject to conditions shown when they are issued or used. Unless expressly stated otherwise, account credits:

• are not redeemable for cash;
• are not transferable between customers;
• can be used only for eligible eSIMbundle purchases;
• may be adjusted when an order is refunded or reversed; and
• may be cancelled where obtained through fraud, abuse, chargeback or error.

13. Acceptable use

Customers must use eSIMbundle lawfully and responsibly.

Customers must not use the Services for:

• fraud or attempted fraud;
• unauthorized access to accounts, systems or networks;
• malware, botnets or denial-of-service activity;
• spam or abusive bulk messaging;
• harassment or threats;
• intellectual-property infringement;
• unlawful interception or surveillance;
• exploitation or abuse;
• resale of data connectivity without permission;
• deliberate network disruption;
• bypassing technical limits applied to a plan;
• continuous automated high-volume traffic that materially harms the network or other customers; or
• any activity prohibited by applicable law.

VPN access does not give customers permission to violate laws, contracts, platform rules or third-party rights.

14. Suspension and termination

We may reasonably suspend, restrict or terminate an account or service where:

• payment is reversed, fraudulent or unauthorized;
• the customer breaches these terms;
• the service is used unlawfully or abusively;
• use threatens security, network stability or other customers;
• required by a court, regulator, network operator or other competent authority;
• account verification cannot reasonably be completed; or
• suspension is necessary to investigate suspected abuse or fraud.

Where practical and legally permitted, we will explain the reason and provide an opportunity to contact support.

Termination resulting from customer abuse, fraud or breach does not normally create a refund right. Mandatory legal rights remain unaffected.

15. Third-party services

Mobile networks, payment processors, app stores, authentication providers, customer-support systems and other third parties may help deliver parts of the service.

Their own terms and privacy practices may apply when the customer interacts directly with them.

SpiderSilk Limited is not responsible for unrelated third-party services, websites, applications, subscriptions, roaming charges or account restrictions.

16. Service changes and availability

We may update, improve, replace or discontinue parts of the service where reasonably necessary for technical, commercial, security, legal or network reasons.

Material changes affecting an existing paid bundle will not remove mandatory customer rights.

We do not guarantee that every destination, network, price or feature will remain available indefinitely. The conditions displayed at the time of purchase govern that specific order.

17. Disclaimers

The Services are provided on an “as available” basis.

To the fullest extent permitted by law, we do not guarantee that the Services will always be uninterrupted, error-free, available in every location or compatible with every third-party application.

Customers remain responsible for carrying reasonable alternatives where uninterrupted connectivity is critical, including for emergencies, medical needs, safety, work or time-sensitive travel.

eSIMbundle is not an emergency communications service and should not be relied on as the only way to contact emergency services.

18. Limitation of liability

Nothing in these terms excludes or limits liability that cannot legally be excluded, including liability for fraud, fraudulent misrepresentation, wilful misconduct, gross negligence, or death or personal injury caused by negligence where applicable.

Subject to those mandatory rights, SpiderSilk Limited is not liable for indirect, incidental, special or consequential losses, loss of profit, loss of opportunity, loss of business, loss of data or costs charged by unrelated third parties.

We are not responsible for alternative roaming charges, hotel internet charges, replacement SIM purchases or other external expenses unless we expressly agreed to reimburse them.

To the fullest extent permitted by law, our total liability relating to a particular data bundle or transaction is limited to the amount the customer paid for the affected purchase.

1. Full refund for an unactivated bundle

A customer may request a full refund within 30 calendar days of purchase when:

• the data bundle has not activated;
• no data from that bundle has been used;
• the bundle has not expired;
• the payment has not already been reversed or charged back; and
• the order was purchased directly from eSIMbundle.

Installing the reusable eSIM profile does not by itself make an otherwise unactivated bundle ineligible for this refund.

2. Activated bundles

Once a bundle activates, it is treated as used and a full refund is not guaranteed.

We may consider a full or partial refund when:

• the customer could not materially use the bundle because of a verified service issue attributable to eSIMbundle;
• ordinarily at least 99% of the data allowance remains unused;
• the customer contacted support and completed reasonable troubleshooting;
• the customer submits the request within 30 calendar days of purchase; and
• available service records support the request.

The final amount may be reduced to account for data already used or service already supplied.

3. Failure to deliver the purchased service

Where SpiderSilk Limited cannot supply the purchased data bundle for reasons attributable to us, the customer may receive an appropriate full refund, replacement bundle or proportional refund depending on what was delivered and used.

4. Situations normally not eligible

A refund is normally not provided for:

• data already materially used;
• a bundle that expired before the customer used it;
• deleting the eSIM profile without first contacting support;
• attempting unsupported profile transfer or reinstallation;
• using an incompatible or carrier-locked device where the incompatibility could reasonably have been checked before purchase;
• failing to enable the required device settings;
• poor signal at one specific building or location where destination coverage otherwise exists;
• dissatisfaction with a third-party app, bank, streaming service or website;
• a third party blocking or restricting VPN connections;
• changed travel plans after the bundle has activated;
• loss of unused data after validity expiry;
• charges from a home carrier, alternate SIM, hotel, airline or other third party;
• unlawful or prohibited use;
• account suspension for fraud or abuse; or
• purchases made through another seller, which must be handled under that seller's refund process.

5. How to request a refund

Submit the request through /support/ using the email address connected to the order.

Ask for:

• Order number
• Purchase email
• Destination and plan
• Device model
• Date the issue occurred
• Brief description of the problem
• Troubleshooting already completed
• Relevant screenshots that do not expose passwords, payment details or VPN credentials

We may verify activation, usage, account and technical records before deciding the request.

6. Refund method

Approved refunds are normally returned to the original payment method. Processing time depends on the payment provider and financial institution.

Any account credits earned or spent in connection with the refunded transaction may be reversed or adjusted.

7. Consumer rights

This Refund Policy does not remove refund, withdrawal, repair, replacement or other remedies that cannot legally be excluded under the laws applicable to the customer.

1. Who controls personal data

SpiderSilk Limited is responsible for deciding how personal data is processed in connection with eSIMbundle.

Company: SpiderSilk Limited, Hong Kong.

Contact method: Use /support/ for privacy requests, access requests, correction requests, deletion requests or complaints.

2. Information we may process

Account information

• Email address
• Name, where supplied
• Authentication identifiers
• Account preferences
• Language and currency preferences

Order and billing information

• Products purchased
• Destination and plan
• Order status
• Currency
• Transaction amount
• Billing country
• Payment-provider transaction reference
• Limited payment-method details, such as card brand and last digits, when supplied by the payment provider

eSIMbundle does not need to store the complete card number when payment is handled by the payment provider.

eSIM and bundle service information

• eSIM-profile and service identifiers
• Bundle destination and allowance
• Activation status
• Activation time
• Validity and expiry
• Data-usage records
• Network and provisioning status
• Technical diagnostics required to deliver or support the service

VPN account information

• VPN account identifier
• Username
• Credential-administration status
• Entitlement status
• Supported-device and application information
• Account and security events needed to provide or protect access

Device and technical information

• Browser and device type
• Operating system
• IP address
• Approximate country or region
• Language
• Application version
• Error and diagnostic information
• Security and fraud signals

Support information

• Support messages
• Screenshots and attachments
• Order and device details supplied by the customer
• Troubleshooting history
• Complaint and refund information

Cookie and website information

• Session information
• Authentication status
• Cookie preferences
• Pages visited
• Interaction and performance information, but only where the relevant cookie or technology is actually used

3. Why we process information

• Create and secure customer accounts
• Process purchases and payments
• Deliver eSIM profiles and bundles
• Activate and manage data bundles
• Provide included VPN access
• Display orders and billing history
• Provide customer support
• Process refunds
• Prevent fraud, abuse and security incidents
• Diagnose technical problems
• Comply with accounting, tax, legal and regulatory obligations
• Improve the website and service
• Send transactional communications
• Send marketing communications only where permitted and subject to available opt-out rights

4. Legal grounds

Depending on the customer's location, we process information because:

• it is necessary to perform the customer contract;
• it is necessary to comply with law;
• it supports legitimate business interests such as security, fraud prevention, support and service improvement;
• the customer has provided consent; or
• another lawful basis applies.

5. VPN privacy and no-activity-logs policy

The included VPN is operated under a no-activity-logs policy. We do not monitor or store customers' browsing activity, traffic content, websites visited, application traffic or DNS queries through the VPN.

We process only the account, entitlement, credential-administration, security and service information required to create, protect and manage VPN access.

The absence of VPN activity logs does not mean that no account information exists. The eSIMbundle account must retain information necessary to identify the customer, provide the purchased service and manage VPN entitlement.

6. Sharing information

We may share personal information with service providers that help us operate:

• authentication;
• payment processing;
• eSIM and telecommunications delivery;
• VPN account provisioning;
• email and transactional communications;
• website security;
• customer support;
• fraud prevention;
• analytics where enabled;
• professional advice;
• accounting and legal compliance.

These organisations receive only the information reasonably required for their role and are subject to applicable contractual or legal obligations.

We may also disclose information where required by law, court order, regulator, law-enforcement request or to protect customers, SpiderSilk Limited or others.

We do not sell personal data.

7. International processing

eSIMbundle is a global travel service. Personal information may be processed in countries other than the customer's country of residence.

Where required, we use contractual, organisational or other recognised safeguards intended to protect transferred personal information.

8. Retention

We retain personal information only for as long as reasonably required to:

• provide the service;
• maintain account and transaction records;
• resolve support or refund requests;
• prevent fraud and abuse;
• satisfy accounting, tax and legal obligations;
• establish or defend legal claims; and
• maintain security.

Retention periods vary by information type and legal requirement. When information is no longer required, it is deleted, anonymised or otherwise securely disposed of.

9. Security

We use reasonable technical and organisational safeguards designed to protect personal information against unauthorized access, alteration, disclosure or destruction.

No online service can guarantee absolute security. Customers must protect their email, account, QR code, device and VPN credentials.

10. Privacy rights

Customers may have rights to:

• request access to personal information;
• request correction;
• request deletion;
• object to or restrict certain processing;
• withdraw consent;
• request a portable copy where applicable;
• opt out of marketing;
• complain to a relevant privacy authority.

We may need to verify identity before completing a request. Certain information may need to be retained where required for legal, accounting, fraud-prevention or dispute purposes.

In Hong Kong specifically, customers may make data-access and data-correction requests and expect understandable information about data practices and reasonable data-security and retention practices.

11. Children

The Services are not intended for children who cannot legally enter into these terms. We do not knowingly request that children create accounts independently.

12. Changes to the Privacy Policy

We may update this Privacy Policy when the service, technology or legal requirements change. Material changes will be communicated by reasonable means where required. The current version and updated date will remain available on this page.

1. What cookies are

Cookies and similar technologies are small records stored or accessed on a device to provide website functions, protect sessions, remember preferences, understand performance or support marketing where enabled.

2. Categories

Strictly necessary

Required for account authentication, checkout, fraud prevention, security, session management and remembering privacy choices. These cannot normally be disabled through the website because the relevant service would not work correctly.

Functionality

Used to remember choices such as currency, language, display settings or previously selected preferences.

Analytics

Used to understand website performance and how visitors use the site. Analytics is only described here where the corresponding technology is actually enabled on the website.

Advertising and attribution

Used to measure campaigns, affiliate referrals or advertising performance. These are only described here where the corresponding technology is actually enabled on the website.

Customer support

Chat or support tools may use cookies to maintain a support session and remember conversation state. This applies only where a live chat integration is enabled on the website.

3. Consent and controls

Where required by applicable law, non-essential analytics, advertising and similar technologies do not load until the customer provides the relevant consent. When a consent control is offered, the customer can change or withdraw non-essential consent at any time.

At the time of writing, eSIMbundle uses strictly necessary and functionality technologies to operate the account, checkout and language or currency preferences. The policy and available controls will be updated before any non-essential analytics or advertising technology is enabled.

4. Browser controls

Customers can also remove or block cookies through their browser. Blocking essential cookies may prevent authentication, checkout or other account features from working.

5. Do Not Track

Browser Do Not Track signals are not consistently standardised. Where legally required or technically supported, we will respect applicable opt-out controls provided through our consent system.

Changes to the agreement

We may update these terms for legal, security, technical, product or operational reasons. Where a change materially affects existing customer rights or obligations, we will provide reasonable notice where required.

Entire agreement

These terms, the specific plan conditions displayed at purchase and any other policy expressly incorporated into them form the agreement governing the applicable service.

Severability

If one provision is found invalid or unenforceable, the remaining provisions continue to apply.

No waiver

Failure to enforce a provision immediately does not waive the right to enforce it later.