1. SCOPE OF APPLICATION
1.1 These General Terms and Conditions apply to all services provided by BuddySIM related to the sale of prepaid eSIMs. These General Terms and Conditions are available on the website https://www.buddysim.com. Deviating agreements from these terms and conditions require an explicit written agreement.
2. DESCRIPTION OF SERVICES
2.1 eSIM Reselling
BuddySIM sells prepaid eSIMs. The customer registers and purchases their SIM cards on the website https://www.buddysim.com. Our payments are processed through Shopify (www.shopify.com) and/or via PayPal (https://paypal.com) and Stripe (https://stripe.com).
2.2 Registration for the Use of BuddySIM Services
The customer must accept the General Terms and Conditions to use BuddySIM services. The customer provides the following information directly or through the service provider's intermediary (hotel, travel agency, etc.) on the website https://www.buddysim.com: first name, last name, address (billing address), email address.
2.3 BuddySIM Obligations
BuddySIM will strive to provide the customer with a high-quality service at all times. However, BuddySIM does not guarantee that the service will not be interrupted, will be provided on time, or will be secure and error-free.
2.4 Customer Obligations
When using the devices or services provided by BuddySIM, the customer must not engage in any abusive, illegal, or fraudulent activities, or impair or damage the network. If the customer violates their obligations under Section 2.4, BuddySIM may suspend the customer's use of the service. During such suspension, the customer must continue to pay all fees due for the suspended services under this agreement.
2.5 Device Compatibility
The customer is responsible for ensuring that their device is eSIM-compatible and unlocked. Device compatibility may depend on the mobile carrier and the country of origin; the customer must check the list of eSIM-compatible devices provided. By clicking the box confirming that the customer’s device is eSIM-compatible, the customer is responsible for the accuracy of the information provided. The list of eSIM-compatible devices is not exhaustive, meaning newly announced eSIM-compatible devices may need to be added.
3. COMMENCEMENT, DURATION, AND TERMINATION OF THE CONTRACT
The service contract between BuddySIM and the customer begins upon completing the order on the BuddySIM website https://www.buddysim.com or via the BuddySIM app. The activation of the eSIM and acknowledgment of the activation policy are the customer’s responsibility. The contract will be terminated when the customer has no active data volume or has deleted the eSIM from the target device.
4. FEES AND PAYMENT
4.1 Payment Terms
The supported payment methods for BuddySIM services are credit/debit card, PayPal, Google Pay, Apple Pay, Alipay, and Shopify. The payment currency is in euros (€). The credit card transaction is processed and secured by BuddySIM's payment providers, PayPal and Stripe.
4.2 Fees for Use
4.2.1 BuddySIM states that all fees are inclusive of value-added tax (VAT) unless otherwise stated.
4.2.2 The customer is not entitled to offset their claims against BuddySIM's claims unless the customer's claims are undisputed or have been confirmed by a final court judgment.
5. DELIVERY
The customer receives the purchased eSIM immediately via email to the email address provided. All information regarding the installation of the eSIM can also be found in the email.
6. REFUND / CANCELLATION / CHANGE POLICY
6.1 Refund and Cancellation
6.1.1 Refund Policies
A refund request can be made within fourteen (14) days from the purchase date if activation is no longer possible after extensive collaborative troubleshooting. Cooperation with the customer to promptly resolve the issue is required for a refund. Each data package has its own validity period. No refunds of any kind will be given for remaining data volume after the validity period expires. The exact refund policies can be found here: Right of Withdrawal.
6.2 Refunds
No refunds or compensation of any kind will be given for charges from alternative phones, alternative SIM cards, alternative providers, hotel phones, or other fees not directly associated with the customer's BuddySIM eSIM account.
6.3 Fraudulent Purchases
BuddySIM reserves the right to deny any form of refund if there are signs of abuse, violation of our General Terms and Conditions, or any fraudulent activity associated with the use of BuddySIM products and services.
6.4 Unauthorized Purchases
Each case will undergo an investigation and approval before a refund is processed. BuddySIM reserves the right to suspend any account associated with fraudulent activity.
6.5 Accidental Purchases
Once customers install the eSIM, it is considered used. No refunds will be issued.
6.6 Incorrect Charges
If the customer reasonably and in good faith disputes an invoice or parts thereof, the customer must inform BuddySIM within fourteen (14) days of receiving the invoice about the dispute and provide details on why the invoice amount is incorrect and, if possible, how much the customer considers appropriate.
6.7 Other Reasons
If the refund request does not fall under the conditions mentioned above, we will review the request on a case-by-case basis. If the refund is approved, a processing fee may apply. The maximum refund of credits that a customer can request must be equal to or less than the total amount they paid.
6.8 Refund Process
To request a refund, contact BuddySIM’s support team through the contact page or send an email to [email protected]. Please note that our stated refund conditions apply. Depending on the nature of the issue, the customer may be asked to provide additional information to support their refund request, such as screenshots of device settings in case of technical issues.
6.9 Refund
Once a refund is approved and issued, it may take up to thirty (30) business days for it to appear on the account statement, depending on the bank.
6.10 Network Outage Guarantee
BuddySIM offers a network outage guarantee in the event that you do not have internet access in your destination country for an uninterrupted period of more than 90 minutes. In such a case, we will refund you 100% of the costs for the affected eSIM.
6.10.1 Proof Requirement: The network outage guarantee applies only if it can be proven that the internet outage is due to a network disruption or an error in the BuddySIM service. The customer must provide appropriate documentation or proof confirming the existence of such a disruption. This may include screenshots, connection logs, or other relevant documents.
6.10.2 Exclusion of Guarantee for Self-Inflicted Issues
The network outage guarantee does not apply if the internet outage is due to the following causes:
• Incorrect or incomplete installation of the eSIM
• Use of an incompatible device
• Incorrect configuration of the device
• Issues with the customer’s main contract or mobile service provider that are not related to BuddySIM
• Abuse or unauthorized changes to the network settings
6.10.3 Waiver of Further Claims
By accepting a refund under the network outage guarantee, the customer waives any further claims against BuddySIM regarding the specific internet outage.
7. DISCLAIMER OF LIABILITY FOR ROAMING FEES
7.1 No Liability for Roaming Fees
BuddySIM assumes no liability for any roaming fees that may be incurred due to the customer's main contract with their mobile provider. It is the customer's responsibility to ensure that the eSIM is correctly installed and configured to avoid unwanted roaming fees.
7.2 Incorrect Installation and Configuration Errors
BuddySIM is not liable for issues or costs arising from improper installation or configuration of the eSIM. This includes, but is not limited to, the following cases:
• Missing or incomplete activation of the eSIM profile
• Incorrect settings on the mobile device leading to malfunctions or unwanted costs
• Use of an incompatible device. Customers are advised to carefully follow the provided installation instructions or, in case of doubt, to contact BuddySIM’s customer support.
7.3 Loss or Theft of the Mobile Device
BuddySIM is not liable for losses, costs, or damages resulting from the loss or theft of the mobile device on which the eSIM is installed. This also includes abuse of the device or the eSIM by unauthorized third parties.
7.4 Waiver of Liability Claims
By purchasing and using an eSIM product from BuddySIM, the customer accepts these terms and expressly waives any liability claims against BuddySIM in connection with the aforementioned cases.
8. FAIR USE POLICY FOR UNLIMITED PACKAGES
We want to provide you with a worry-free experience during your travels. However, to ensure fair and optimal network usage for all users, ONLY our Unlimited eSIM Bundle includes a Fair Use Policy.
8.1 Daily Data Limit and Throttling for UNLIMITED Packages
You can use up to 1 GB per day at maximum speed. After exceeding the 1 GB within a day, your speed will be reduced to 5 Mbps (throttled) for the remainder of the day. The next day, after 24 hours, you will again have 1 GB of high-speed data available.
Info: How fast is 5 Mbps?
• Download: A 1 GB file will be downloaded in about half an hour.
• Streaming: You can comfortably stream HD content on one device without interruptions. Multiple devices can stream content in standard quality simultaneously.
• Other Activities: Smooth web browsing, video conferencing, and online gaming with acceptable latency remain possible.
What does throttling mean?
Throttling means a temporary reduction in your network speed after exceeding the daily data limit. This is a common practice to manage network resources and ensure that all users can enjoy a stable and reliable connection.
9. LIABILITY AND WARRANTY
BuddySIM is not liable for disadvantages arising from the non-continuous availability of the proposed service. BuddySIM does not guarantee the continuous availability of the network service. For any inquiries, please email [email protected].
Additionally, BuddySIM assumes no liability for problems or damages resulting from incorrect installation or activation of eSIM cards not conducted in accordance with our instructions. Customers are responsible for the correct installation and activation of their eSIM cards according to the instructions provided by BuddySIM. Any deviations from these instructions that lead to faulty service, roaming fees, or damage to the device or software are not the responsibility of BuddySIM.Additionally, BuddySIM assumes no liability for problems or damages resulting from incorrect installation or activation of eSIM cards not conducted in accordance with our instructions. Customers are responsible for the correct installation and activation of their eSIM cards according to the instructions provided by BuddySIM. Any deviations from these instructions that lead to faulty service, roaming fees, or damage to the device or software are not the responsibility of BuddySIM.