> ## Documentation Index > Fetch the complete documentation index at: https://docs.fizen.io/llms.txt > Use this file to discover all available pages before exploring further. # Fizen eSIM Terms of Use **Effective: 08/08/2026** These Fizen eSIM Terms of Use (“eSIM Terms”) govern your purchase, installation and use of eSIMs and associated data plans made available through the Fizen Platform. Please read these eSIM Terms carefully before placing an Order. ## 1. About These eSIM Terms ### 1.1 Contracting parties These eSIM Terms form a binding agreement between you (“you” or “User”) and Fizen Limited, a company incorporated in Hong Kong with company number 77059696 and registered office at Unit 1411, 14/F, Cosco Tower, 183 Queen’s Road Central, Sheung Wan, Hong Kong (“Fizen”, “we”, “us” or “our”). ### 1.2 Relationship with other Fizen terms These eSIM Terms are Product Terms under the Fizen Master Terms of Use and must be read together with: * the Fizen Master Terms of Use; * the Fizen Privacy Policy; * the Fizen Rewards Program Terms, where Fizen Credits or Rewards apply; * the Fizen Wallet Terms, where you use the Fizen Wallet to make payment; * the Product Details displayed for your selected eSIM; and * any additional conditions disclosed before you complete an Order. Capitalised terms not defined in these eSIM Terms have the meanings given in the Fizen Master Terms of Use. If these eSIM Terms conflict with the Master Terms, these eSIM Terms prevail only in relation to the eSIM Service. The Fizen Wallet Terms govern your use of the Fizen Wallet and any blockchain transaction used to make payment. These eSIM Terms govern the purchase and use of the eSIM and associated Data Plan. ### 1.3 Product Details Each eSIM may have different: * coverage; * data allowance; * validity period; * activation deadline and Activation Policy; * network availability; * speed policy; * hotspot availability; * time zone; * fair-use restrictions; and * other technical or commercial conditions. The Product Details and Order confirmation displayed at the time of purchase form part of your agreement with Fizen. You must review them carefully before completing an Order. ### 1.4 Help Center Current installation instructions, device guidance, troubleshooting information and frequently asked questions are available in the [Fizen eSIM Help Center](https://docs.fizen.io/help-center/fizen-esim/fizen-esim). The Help Center contains operational guidance and may be updated as devices, networks and Supplier requirements change. Unless expressly stated otherwise, Help Center content does not replace or amend these eSIM Terms. If general Help Center guidance conflicts with the Product Details for a particular eSIM, the applicable Product Details prevail. ## 2. Definitions In these eSIM Terms: * **“Activation”** means the event that causes a Data Plan’s usage or validity period to begin, as described in the Product Details. * **“Activation Deadline”** means the deadline by which an eSIM or Data Plan must be activated. * **“Activation Policy”** means the plan-specific rules determining when and how Activation occurs. * **“Data Plan”** means the prepaid mobile data package associated with an eSIM. * **“eSIM”** means the digital SIM profile supplied through the Fizen Platform. * **“eSIM Service”** means the functionality through which Fizen makes eSIMs and Data Plans available. * **“Installation”** means downloading or adding an eSIM profile to a device, whether through an installation link, QR code, SM-DP+ address, activation code or another method. * **“Order”** means a request to purchase an eSIM or Data Plan through the Fizen Platform. * **“Product Details”** means the plan-specific information displayed before purchase and in the Order confirmation. * **“Product Issue”** means a verified technical or quality issue attributable to the eSIM, Fizen or a Supplier that materially prevents the Data Plan from operating substantially as described in the Product Details. * **“Supplier”** means an eSIM supplier, aggregator, mobile network operator or other third party involved in providing the eSIM or Data Plan. * **“Trip Guarantee Policy”** means the policy published on the [1:1 Trip Guarantee & Refunds](https://docs.fizen.io/help-center/fizen-esim/trip-guarantee) page. ## 3. The eSIM Service ### 3.1 Description The eSIM Service allows you to purchase a digital SIM profile and an associated prepaid Data Plan through the Fizen Platform. Unless the Product Details expressly state otherwise, an eSIM: * provides mobile data only; * does not include a telephone number, voice calls or SMS; * does not support emergency calls; and * is intended for personal travel use. You should maintain another method of communication where access to calls, SMS or emergency services may be required. ### 3.2 Fizen and Suppliers Fizen makes eSIMs available and arranges their supply through Marketplace Suppliers and local mobile network operators. Mobile connectivity is delivered through third-party networks. Fizen does not own or operate those networks and does not control their coverage, capacity, maintenance, roaming arrangements or network-management policies. A Supplier may impose additional technical, activation or acceptable-use requirements. Any material requirement known to Fizen that affects your purchase will be disclosed in the Product Details or otherwise made available before purchase where reasonably possible. ## 4. Orders and Delivery ### 4.1 Your pre-purchase checks Before completing an Order, you must check: * the selected destination or region; * the countries included in coverage; * the data allowance and plan type; * the validity period; * the Activation Policy and Activation Deadline; * any speed or fair-use restrictions; * hotspot availability; * device compatibility; and * the total price and payment method. You are responsible for selecting a Data Plan appropriate for your destination, device, travel period and expected usage. ### 4.2 Order acceptance An Order is accepted when Fizen confirms the purchase and makes the eSIM credentials or installation method available through the Fizen Platform or the contact information you provided. Fizen may refuse or cancel an Order before delivery where: * the selected Data Plan is unavailable; * payment cannot be completed; * the price or Product Details contain an obvious error; * the Order triggers fraud, sanctions or compliance controls; * a Supplier cannot fulfil the Order; or * Fizen is required to do so by Applicable Law. If Fizen cancels an Order after receiving payment but before delivering the eSIM, Fizen will return the amount paid without applying the change-of-mind processing fee in clause 12.2. ### 4.3 Delivery and credentials You are responsible for maintaining access to your Fizen account and providing accurate contact information. An eSIM QR code, installation link, activation code or SM-DP+ address is a unique digital credential. You must keep it secure and must not publish or share it with any unauthorised person. ## 5. Pricing and Payment The price, currency, taxes, discounts and applicable fees will be displayed before you confirm an Order. Payment may be made using any payment method made available at checkout. Where you pay using a Digital Asset through the Fizen Wallet: * the amount and conversion rate displayed when you confirm the transaction apply; * blockchain network fees may apply; * confirmed blockchain transactions are generally irreversible; and * the Fizen Wallet Terms apply to the Wallet transaction. The technical irreversibility of a blockchain payment does not remove any refund or mandatory consumer right that applies to the eSIM purchase. Fizen Credits, promo codes and other Rewards are governed by the Fizen Rewards Program Terms and any applicable campaign terms. Unless expressly stated otherwise, promotional Credits are non-transferable and have no cash value. ## 6. Device Compatibility Before purchasing an eSIM, you are responsible for checking that your device: * supports eSIM technology; * is network-unlocked; * supports the relevant network frequencies; * is permitted to use eSIM services in the destination; and * has capacity to install another eSIM profile. Compatibility may vary according to device model, market of manufacture, mobile carrier, operating-system version and carrier lock. Current compatibility guidance is available on the [Supported Devices](https://docs.fizen.io/help-center/fizen-esim/supported-devices) page. Any compatibility checker or device list is provided as guidance and does not replace verification with your device manufacturer or mobile carrier. ## 7. Installation and Activation ### 7.1 Installation Installation may require a compatible device and stable internet connection. You must follow the instructions applicable to your device and selected Data Plan. Current installation guidance is available in the Fizen eSIM Help Center. You should not delete the eSIM until the associated Data Plan has expired or its data has been fully used. A deleted eSIM may not be capable of being downloaded or installed again. ### 7.2 Activation Installation and Activation are separate events. Depending on the selected Data Plan, Activation may occur: * when the eSIM is installed; * when the eSIM first connects to a supported network; * on a specified date; * automatically after a stated period following purchase; or * upon another event stated in the Product Details. You must review the applicable Activation Policy before downloading, installing, enabling or connecting the eSIM. If a regional or global plan covers the country where you are currently located, enabling it before departure may cause its validity period or data usage to begin early. Fizen is not responsible for validity or data lost because the eSIM was activated earlier than intended, unless Fizen provided materially incorrect Activation information. ### 7.3 One device Unless the Product Details expressly state otherwise, an eSIM may be installed and used on one compatible device only. Once installed or activated, an eSIM may not be transferable to another device. Resetting, repairing, replacing or changing your device may cause you to lose access to the eSIM. ## 8. Data Plans and Validity ### 8.1 Total-data plans A total-data plan provides a stated amount of data for use during its validity period. The Data Plan ends when its data allowance is exhausted or its validity period expires, whichever occurs first. ### 8.2 Daily-data plans A daily-data plan provides a stated data allowance for each applicable day. The allowance refreshes according to the time zone and reset policy shown in the Product Details. A calendar day may be measured using a Supplier-designated time zone rather than as a rolling 24-hour period from Activation. After the stated high-speed allowance has been used, data access may stop or continue at a reduced speed, as described in the Product Details. ### 8.3 Unlimited-data plans An unlimited-data plan does not have a fixed total-data allowance during its validity period. “Unlimited” does not necessarily mean unlimited high-speed data. An unlimited plan may be subject to a daily high-speed allowance, speed reduction, hotspot restriction, reasonable network-management measures or a fair-use policy disclosed in the Product Details. ### 8.4 Usage measurement Data usage is measured by the relevant Supplier or network operator and may be rounded according to its measurement increments. The balance displayed by Fizen is based on information received from the Supplier. Updates may be delayed and may not exactly match your device’s built-in data counter. ### 8.5 Expiry and additional plans A Data Plan stops working when: * its validity period expires; * its data allowance is exhausted; * its Activation Deadline passes without Activation, where the applicable policy provides for expiry; or * it is suspended or terminated under these eSIM Terms. Additional plans, recharges or top-ups are available only where expressly offered. Purchasing another Data Plan does not necessarily extend or recharge an existing eSIM. ## 9. Coverage and Network Performance Coverage information identifies the countries, regions and network operators on which the Data Plan is intended to operate. Coverage does not guarantee service at every location within a listed country or region. Connectivity, availability and speed may be affected by: * local network coverage and congestion; * device compatibility and supported frequency bands; * signal strength, terrain and buildings; * network maintenance or outages; * roaming arrangements; * local laws and carrier policies; * correct device, APN and roaming settings; and * events outside Fizen’s or the Supplier’s reasonable control. A reference to 3G, 4G or 5G means that the Data Plan may access that network type where available. It does not guarantee continuous access to that network type or any minimum speed. Mobile traffic may be routed through another country. Certain websites, applications or online services—including, for example, TikTok or ChatGPT—may therefore be restricted depending on the network, routing location, service provider or laws of the country where the eSIM is used. ## 10. Hotspot, Fair Use and Acceptable Use Hotspot or tethering is permitted only where the Product Details state that it is supported. You must not use an eSIM: * for resale or unauthorised commercial distribution; * for unlawful, fraudulent, abusive or harmful activity; * to send spam or malicious traffic; * to interfere with a network or other users; * in a manner that creates excessive or abnormal network load; * to circumvent a technical, geographic or usage restriction; or * in breach of the Acceptable Use provisions of the Master Terms. For Data Plans subject to fair-use or network-management policies, the Supplier or network operator may reduce speed, restrict hotspot usage, suspend service or terminate the Data Plan where usage is excessive, abnormal, automated or materially affects other users. ## 11. Support and Remedy Order ### 11.1 Troubleshooting If you experience an installation, Activation or connectivity issue, you must: * follow reasonable troubleshooting instructions provided by Fizen; * avoid deleting the eSIM while troubleshooting; * give Fizen a reasonable opportunity to investigate and resolve the issue; and * provide information reasonably necessary to verify the Order and diagnose the problem. Current troubleshooting guidance is available in the [Troubleshooting Guide](https://docs.fizen.io/help-center/fizen-esim/troubleshooting). ### 11.2 Remedy order Where an eligible request or verified Product Issue arises, Fizen will generally apply remedies in the following order: 1. diagnose and attempt to correct the issue; 2. exchange or replace the affected eSIM or Data Plan where reasonably available; and 3. provide a full or partial refund only where correction, exchange or replacement is unavailable, unsuccessful or not reasonably appropriate. This remedy order does not limit any remedy that must be provided under Applicable Law. ### 11.3 Replacement for Product Issues Where a verified Product Issue materially prevents use of the Data Plan, Fizen may provide a replacement eSIM or Data Plan with substantially comparable: * destination coverage; * data allowance; * remaining validity; and * material technical features. An eligible replacement for a Product Issue will be provided without an additional replacement fee. A replacement may differ from the original Data Plan where an identical plan is no longer available, provided that the replacement is reasonably comparable for the intended trip. ## 12. Exchanges, Cancellations and Refunds ### 12.1 General principle Eligibility for an exchange, replacement or refund depends on: * whether the request is caused by a change of mind, purchase mistake or Product Issue; * whether the eSIM has been downloaded, scanned or installed; * whether the Data Plan has been activated; * whether any data usage has occurred; * whether the Activation Deadline remains valid; * when the request is submitted; * the reason for the request; and * whether Fizen was given a reasonable opportunity to resolve an alleged Product Issue. ### 12.2 Change of mind or purchase mistake before Installation If you change your mind, purchase the wrong destination or Data Plan, or otherwise no longer need the eSIM for a reason unrelated to a Product Issue, you may submit a request within **seven (7) calendar days after purchase**. A request under this clause is eligible only if all of the following conditions are satisfied: * the eSIM has not been downloaded, scanned or installed; * the Data Plan has not been activated; * no data usage has occurred; * the Activation Deadline has not expired; * the Order was purchased directly through the Fizen Platform; and * the request is submitted within seven (7) calendar days after purchase. Fizen will first attempt to exchange the unused eSIM or Data Plan for another available plan selected by you. Any exchange is subject to availability and any price difference disclosed to and accepted by you. You may be required to pay an additional amount where the replacement plan costs more. If an exchange is unavailable or not reasonably possible, Fizen will refund the eligible purchase price after deducting a processing fee of **USD 1, or its equivalent in the applicable transaction currency, for each refunded eSIM**. The USD 1 processing fee does not apply where the refund results from: * Fizen cancelling the Order before delivery; * failure to deliver the purchased eSIM; or * a verified Product Issue covered by clause 12.4. ### 12.3 Loss of change-of-mind refund eligibility Except where required by Applicable Law, you are no longer eligible for a change-of-mind or purchase-mistake refund once any of the following occurs: * you scan the eSIM QR code; * you open or use the installation link in a manner that begins delivery or Installation; * the eSIM profile is downloaded or installed; * the Data Plan is activated; * any data usage is recorded; * the Activation Deadline expires; or * more than seven (7) calendar days have passed since purchase. Installation, Activation or data usage means that the eSIM or Data Plan has begun to be supplied or consumed as digital content or a digital service. Changing your mind after this point, wanting a different Data Plan, changing your destination or no longer requiring the remaining data or validity period does not create an obligation for Fizen to provide an exchange or refund. For example, if you purchase a 10 GB Data Plan, activate it and use it for five days, you are not entitled to a refund merely because you no longer need the unused data or remaining validity period. ### 12.4 Product Issues after Installation or Activation Installation, Activation or data usage does not remove your right to seek support for a verified Product Issue. If an eSIM has been installed or activated and a Product Issue materially affects its operation, Fizen will first: 1. investigate and attempt to correct the issue; and 2. where the issue cannot be corrected, attempt to provide an eligible replacement. A refund will be considered only where correction or replacement is unavailable, unsuccessful or not reasonably appropriate. Depending on: * the cause and severity of the Product Issue; * the duration of the disruption; * the amount of data already used; * the portion of the Data Plan that remained usable; * whether the issue affected the whole trip or only part of it; and * any remedy already provided, Fizen may provide a full refund, partial refund or another reasonable remedy. A partial refund may reflect the unused or materially affected portion of the Data Plan. It will not be based solely on the number of unused days where the Data Plan remained operational and no Product Issue occurred. ### 12.5 Circumstances that are not normally Product Issues Except where required by Applicable Law, the following will not normally constitute a Product Issue: * ordinary variations in local coverage or network speed; * temporary network congestion; * lack of coverage at a particular building, indoor location, rural area or transport route; * use outside the stated coverage area; * an incompatible or network-locked device where compatibility information was correctly provided; * incorrect device, APN, roaming or network settings; * early Activation caused by enabling the eSIM before it was required; * expiry of the Activation Deadline or validity period; * exhausted data allowance; * deletion of the eSIM by the User; * changing, resetting, losing, repairing or replacing the device; * restrictions affecting a particular application, website or online service; * breach of these eSIM Terms or a fair-use policy; or * a circumstance outside Fizen’s and the Supplier’s reasonable control. Fizen may nevertheless review the individual circumstances and offer assistance or a discretionary resolution. ### 12.6 Exceptional and edge cases Some cases may not fall clearly within the standard categories above. In such cases, Fizen may communicate with you and the relevant Supplier to understand the circumstances and identify a reasonable resolution. That resolution may include troubleshooting, exchange, replacement, partial refund, full refund, Fizen Credits or another mutually agreed solution. Any discretionary or exceptional resolution: * is assessed case by case; * does not require Fizen to provide the same remedy in another case; * does not create an ongoing entitlement or precedent; and * does not limit any mandatory right available under Applicable Law. ### 12.7 Refund amount and discounts A refund will not exceed the amount actually paid for the affected eSIM or Data Plan. Where a discount, Fizen Credit, promo code or other benefit was applied, the refund will be calculated based on the net amount paid after that benefit. Fizen may reverse or adjust Credits or Rewards granted in connection with a refunded Order. ### 12.8 Refund method and processing Approved refunds will normally be issued to the original payment method where technically and legally possible. Where the original payment method cannot receive a refund, Fizen will inform you of the available alternatives and may request confirmation of an appropriate destination wallet or payment account. Once Fizen initiates a refund, the time required for it to appear may depend on the payment provider, card issuer, blockchain network or other third party. Fizen does not control third-party settlement times. Promotional Fizen Credits will not be substituted for a monetary refund without your agreement unless the applicable promotion terms expressly provide otherwise and such substitution is permitted by Applicable Law. ### 12.9 Statutory consumer rights Some jurisdictions provide mandatory cancellation, withdrawal, conformity or refund rights for digital content or digital services. Where permitted by Applicable Law, a statutory right of withdrawal may end after you: * request immediate supply of the eSIM or Data Plan; and * acknowledge that the applicable withdrawal right will be lost when digital delivery or performance begins. Where legally required, Fizen will obtain the necessary request or acknowledgement before beginning digital delivery. Nothing in these eSIM Terms excludes or limits any consumer right that cannot lawfully be excluded or limited. ## 13. 1:1 Trip Guarantee Where an eSIM is described as covered by the **1:1 Trip Guarantee**, the guarantee applies during the validity period specified for that Data Plan. If an eligible Product Issue materially prevents use of the Data Plan and remains unresolved after reasonable troubleshooting, Fizen will prioritise a replacement eSIM or Data Plan at no additional cost. A refund will be considered where an eligible replacement is unavailable, unsuccessful or not reasonably appropriate. The [Trip Guarantee Policy](https://docs.fizen.io/help-center/fizen-esim/trip-guarantee) applicable when the Order was placed describes: * eligible Product Issues; * exclusions; * the information required to support a claim; * available replacement and refund remedies; and * how to contact Fizen Support. The Trip Guarantee does not promise uninterrupted mobile connectivity or guaranteed access to a particular network, application, website or online service. You must report an issue during your trip or as soon as reasonably practicable and cooperate with reasonable troubleshooting. Fizen may decline a claim where delayed reporting makes it impracticable to verify or correct the issue. Nothing in this clause limits any mandatory consumer right. ## 14. Changes or Withdrawal of a Data Plan A Supplier or network operator may change or withdraw network coverage, roaming arrangements or technical features. If a material change occurs before Activation and materially reduces the Data Plan purchased, Fizen will offer, where reasonably available: * a materially equivalent replacement plan; * the option to cancel for a refund without the USD 1 processing fee; or * another remedy required by Applicable Law. Fizen does not guarantee that a particular Supplier, network operator or Data Plan will remain available for future Orders. ## 15. Suspension and Termination Fizen, a Supplier or a network operator may suspend or terminate an eSIM where reasonably necessary to: * comply with Applicable Law; * respond to fraud, abuse or security risks; * enforce an acceptable-use or fair-use policy; * protect a network or other users; or * address a material breach of these eSIM Terms. Where reasonably possible and legally permitted, Fizen will notify you of the suspension or termination. A refund is not available where suspension or termination results from your fraud, unlawful use, intentional abuse or material breach, except where required by Applicable Law. ## 16. Privacy and Personal Data Fizen processes Personal Data in accordance with the Fizen Privacy Policy. To process an Order, provide the eSIM Service and handle support, replacement or refund requests, Fizen may process and share information including: * your contact and account information; * Order and payment information; * device and technical information; * destination and Data Plan information; * eSIM identifiers, including the ICCID; * Installation and Activation status; * data usage information; and * support communications and evidence submitted with a claim. This information may be shared with Marketplace Suppliers, network operators, payment providers and other service providers where necessary to fulfil the Order, provide support, prevent fraud or comply with Applicable Law. Those third parties may process Personal Data under their own privacy notices and Applicable Law. ## 17. Disclaimers and Liability Mobile connectivity depends on third-party networks and cannot be guaranteed to be uninterrupted, error-free or available in every location. Except for the express commitments contained in these eSIM Terms, the Product Details and the applicable Trip Guarantee Policy, the disclaimers in the Fizen Master Terms of Use apply to the eSIM Service. The limitation of liability, indemnification, force-majeure provisions and claim time limits in the Master Terms also apply. Nothing in these eSIM Terms excludes or limits liability or consumer rights that cannot lawfully be excluded or limited. ## 18. Changes to These eSIM Terms Fizen may update these eSIM Terms in accordance with the update provisions of the Master Terms. An update will not retroactively reduce the contractual rights attached to an existing Order, except where required by Applicable Law or reasonably necessary to address a security issue or change outside Fizen’s reasonable control. The version of these eSIM Terms accepted when you place an Order applies to that Order. ## 19. Governing Law and Disputes The governing-law and dispute-resolution provisions of the Fizen Master Terms of Use apply to disputes arising from or relating to the eSIM Service. This includes the informal-resolution process, SIAC arbitration provisions and applicable consumer-law exceptions described in the Master Terms. ## 20. Contact and Support For installation assistance, connectivity issues, exchange, replacement or refund requests, contact Fizen through the support channel identified in the [Fizen eSIM Help Center](https://docs.fizen.io/help-center/fizen-esim/fizen-esim). You may be asked to provide: * your Order ID; * the eSIM ICCID; * your device model; * relevant settings; * screenshots; * data usage information; and * other information reasonably necessary to investigate the request. Legal notices may be sent to [**legal@fizen.io**](mailto:legal@fizen.io). Fizen will never ask you to provide your Wallet seed phrase or Private Key.