Terms of service

Contents (20)

1. Who we are
2. Scope of these terms
3. What you buy
4. Fair use on unlimited plans
5. Before you buy: your device
6. How your order works
7. Prices and payment
8. Delivery and start of your plan
9. Right of withdrawal and money-back guarantee
10. Extensions (top-ups)
11. Your responsibilities
12. If something does not work
13. Our chat assistant Sky
14. Liability
15. Intellectual property
16. Privacy
17. Complaints and disputes
18. Governing law and courts
19. Changes to these terms
20. Version history

1Who we are

More details are in our Legal notice. In these terms, "we" and "us" mean AeroSims, and "you" means the customer.

2Scope of these terms

• These terms apply to all orders placed at aerosims.com, including orders started from our chat assistant, from our emails or from partner websites.
• They apply to consumers and to business customers. A consumer is a person who buys for purposes outside their trade, business or profession. Where a rule applies only to consumers, we say so.
• Our Refund and Withdrawal Policy (refund policy) forms part of these terms. Our Delivery Policy (shipping policy) explains how delivery works, and our Privacy Policy explains how we handle personal data.
• Terms of business of a business customer apply only if we agree to them in writing.

3What you buy

AeroSims sells prepaid eSIM data plans for travel. An eSIM is a digital SIM profile that you install on your device. We do not operate mobile networks: your plan runs on local partner networks through our technical provider.

This applies to all plans

• Data only. Plans include mobile data only. They do not include a phone number, calls or SMS unless the product page says otherwise. Do not rely on the eSIM for emergency calls; use your regular SIM or a local phone line for that.
• Networks and speed. The product page lists the partner networks and whether 5G is available. Actual speed and coverage depend on the local network, your location and your device. 5G works only where the product page lists it and your device supports it.
• Internet exit. Some plans reach the internet through another country. Websites may then show content for that country. Our Daily data allowance page lists the exit country for each unlimited plan.
• Local restrictions. Some countries block certain apps or websites. We cannot guarantee that a particular service is reachable in every destination.
• Hotspot. You can share your connection with other devices. Hotspot data counts towards your plan and, on unlimited plans, towards the daily high-speed amount.
• One-off purchase. Every plan is paid once. There is no subscription and nothing renews automatically.
• Product page. The details shown on the product page when you order describe the plan you buy.

4Fair use on unlimited plans

Unlimited plans do not run out: you have mobile data on every day of your plan. Each destination has a daily amount of high-speed data. The local network sets the tiers that exist, and we choose which tier we offer.

After you have used the daily amount, data continues at a reduced speed until the daily amount renews the next day. The daily amount and the reduced speed for each destination are published on our Daily data allowance page, and each product page links to the value for its destination.

Reduced speed after the daily amount is part of the plan. Messages and websites load more slowly then, and video calls or large downloads may not work well. If you need full speed all day, a data package is the better choice.

5Before you buy: your device

• Your device must support eSIM and must not be locked to a mobile carrier. Our Compatible devices page explains how to check.
• An eSIM is installed on one device. Once installed, it cannot be moved to another device. Install it on the device you will travel with.
• If you delete the eSIM from your device, it can usually not be installed again. Please contact us before you delete it.
• Data roaming must be switched on for the AeroSims eSIM. To avoid charges from your home carrier, switch off data roaming for your home SIM.

6How your order works

1. Choose a plan and add it to your cart.
2. In the cart you see a link to these terms. Before you go to checkout, tick the box to ask us to deliver your eSIM and start the service right away.
3. Enter your email address. We send your eSIM to this address.
4. Pay with PayPal, or with a debit or credit card through PayPal.
5. Before you pay, you see a summary of your order with the total price. You can correct your entries or go back to the cart at any time until you click the final payment button.
6. By clicking the final payment button you place a binding order, and we accept it at that moment: the contract is concluded when you click the button and PayPal confirms your payment.
7. We then confirm the contract by email.

• Your order confirmation and your delivery email contain the details of your order. Please keep them.
• We store the details of your order. The order confirmation names the version of these terms that applies to your order, and on request we send you that version.
• The contract is concluded in English or in the language of our website in which you placed your order. These terms are available in English and in other languages of our website. If a translation of this version differs from the English version, the meaning more favourable to you as a consumer applies.
• We may cancel an order and refund it in full if the price shown was obviously wrong because of a technical error, or if we have reasonable grounds to suspect fraud or misuse. We inform you by email.

7Prices and payment

• Prices are shown and charged in US dollars (USD). The price shown at checkout is the total price. There are no shipping costs or other fees from us.
• If you choose another currency on our website, amounts in that currency are for guidance only. If your payment is converted, PayPal or your card issuer sets the exchange rate and may charge a fee.
• Payment is processed by PayPal. You can pay with a PayPal account or with a debit or credit card through PayPal. PayPal's terms apply to the payment. We never see your card number.
• Automatic discounts are applied in the cart. Only one discount code can be used per order.

8Delivery and start of your plan

• We email your eSIM (QR code, manual activation details and installation guide) to the address you entered at checkout, usually within a minute of payment.
• Long-term plans are prepared in several steps. We email you as soon as the eSIM is ready, at the latest 24 hours after payment. If we cannot deliver within that time, you can cancel the order and get a full refund.
• The delivery email also contains a link to your personal My eSIM page with your eSIM, its status and, for data plans, the data used. Keep the QR code and this link private: anyone who has them could install your eSIM or see its details.
• If your eSIM has not arrived 15 minutes after payment (long-term plans: after we have told you it is ready), check your spam folder and then contact us. We resend it, or refund you in full if we cannot deliver. Details are in our Delivery Policy.

When your plan starts

Your plan starts when the eSIM first connects to a supported network in a country your plan covers, unless the product page states otherwise. If you are already in a covered country, for example because a regional plan includes your home country, the plan can start as soon as the eSIM connects there, even while you are still at home.

Some plans, including some long-term plans for a single country, run on an eSIM that also works in other countries. The product page and your delivery email name these countries. Such a plan can start as soon as the eSIM connects in any of them, including your home country. To be safe, keep data roaming off for the AeroSims eSIM until you arrive.

Activation window: an eSIM that has not connected to a network within 180 days of purchase expires unused, unless the product page states a different period.

9Right of withdrawal and money-back guarantee

• Statutory right of withdrawal. Consumers in the EU, the EEA, the United Kingdom and Serbia can withdraw from the contract within 14 days from the day they place their order. The conditions, the model withdrawal form and our online withdrawal function are set out in our Refund and Withdrawal Policy.
• Before you pay, we ask you to tick a box to request that we deliver your eSIM and start the service right away, and to confirm that you know the following: if you withdraw after the service has started, you pay for the part already provided, and your right of withdrawal ends once the service has been fully provided. We confirm your request in the order confirmation.
• Voluntary 30-day money-back guarantee. For all customers worldwide: if your eSIM has not been installed on any device, you get a full refund if you ask within 30 days of purchase. No reason is needed. The guarantee is in addition to your statutory rights.
• You can withdraw in any clear way, for example online (Withdraw from contract here) or by email to support@aerosims.com. A withdrawal you send in the chat is also valid.
• How we handle your withdrawal. We check every withdrawal personally and reply by email. If a refund is due, we make it at the latest 14 days after we received your withdrawal. We decline a withdrawal only for a reason the law provides, and we always tell you the reason. Details are in our Refund and Withdrawal Policy.

10Extensions (top-ups)

• Once your eSIM is installed, you can extend many plans on your My eSIM page for as long as the plan is valid, also when all data has been used. On unlimited plans an extension adds days; the daily high-speed amount stays the same. On data packages it adds data and days, added to the end of the current period.
• Whether an extension is available, and at which price, is shown on your My eSIM page. Some plans cannot be extended, and an eSIM can take only a limited number of extensions.
• An extension is applied to your existing eSIM right after payment. If it cannot be applied, we refund it in full.
• Withdrawal from an extension is explained in our Refund and Withdrawal Policy.

11Your responsibilities

• Check that your device is compatible before you buy (section 5).
• Enter a correct email address. We deliver to the address you give us.
• Keep your QR code, activation code and My eSIM link private.
• Use the plan yourself or for the people you bought it for, such as your family or your team. Do not resell it, and do not use it in equipment that passes traffic on to others commercially, such as SIM boxes or bulk data systems.
• Use the service lawfully and follow the rules of the country you are in.

If an eSIM is used against these terms, for example resold or used in a SIM box, or in a way that breaks the law, we may suspend it for as long as necessary. We inform you by email. If we suspend an eSIM although you did nothing wrong, we refund the unused part.

12If something does not work

• Tell us as soon as you notice a problem, in the chat, by email or with our contact form. Our eSIM check can diagnose many problems straight away.
• We first try to fix the problem, for example by checking the settings with you or, where possible, by providing a replacement eSIM.
• If your plan does not work as described and we cannot fix it, you get a refund: in full if you could not use the plan, or for the part you could not use.
• Reduced speed after the daily high-speed amount on unlimited plans is part of the plan (section 4).
• Your statutory rights remain unaffected.

13Our chat assistant Sky

Sky, the chat on our website, is an AI assistant. It answers questions about plans, setup and orders, can resend your delivery email and brings in a person from our team when needed. If you would like a person, tell Sky: our team joins the chat when available or replies by email.

Sky's replies are generated automatically and can contain mistakes. If an answer seems wrong or unclear, ask for a person. If you tell Sky that you withdraw from a contract, your withdrawal is valid, and we confirm it by email. How chats are processed is explained in our Privacy Policy.

14Liability

• We are liable without limitation for damage caused intentionally or through gross negligence by us or by the people and companies we use to perform the contract, for injury to life, body or health, and wherever mandatory law does not allow liability to be limited.
• For slight negligence we are liable only if we breach an obligation that makes proper performance of the contract possible in the first place and on which you may rely, and only for the damage that was typical and foreseeable when the contract was concluded.
• We are not responsible for events outside our control, such as government measures, network shutdowns ordered by authorities or natural disasters. Reduced speed after the daily high-speed amount is part of the plan (section 4).
• None of this limits your right to a refund under section 12 or your statutory rights.

15Intellectual property

The texts, images, design and software on aerosims.com belong to AeroSims or its licensors. You may use them to inform yourself and to place orders. Any other use, in particular copying for commercial purposes, needs our written permission. Data that we publish as open data may be reused under the terms stated with it.

16Privacy

How we handle personal data is explained in our Privacy Policy.

17Complaints and disputes

If you are not satisfied, write to support@aerosims.com. We try to resolve every complaint directly with you. Your right to go to court, to contact a consumer protection authority or to use a conciliation body that is competent for your case is not affected.

18Governing law and courts

• These terms and every contract with us are governed by Swiss law, excluding the UN Convention on Contracts for the International Sale of Goods.
• If you are a consumer, this choice of law does not deprive you of the protection of the mandatory provisions of the law of the country where you have your habitual residence.
• If you are a consumer, you can bring proceedings against us in the courts of the place where you live or in the courts at our place of business in Switzerland. We can bring proceedings against you only in the courts of the place where you live.
• For business customers, the courts at our place of business in Zürich, Switzerland, have exclusive jurisdiction. We may also bring proceedings in the courts at the business customer's seat.

19Changes to these terms

We may update these terms for future orders, for example when the law or our products change. The version shown when you place an order applies to that order. If any provision of these terms is invalid, the other provisions remain valid.

Version history

AeroSims · Switzerland · support@aerosims.com
Terms of Service · Refunds and withdrawal · Privacy · Delivery · Contact · Legal notice