Legal Notice

Effective date — 25 March 2026
Last updated — 25 March 2026
Version — 1

1. Purpose of this Legal Notice

1.1 This Legal Notice explains the basis on which we make eSIM-related digital products and services available through Jettello.com, the role of third-party technical infrastructure in delivering those products and services, and the scope of the support we provide to customers.

1.2 This Legal Notice applies to the Website and to the purchase and use of eSIM-related digital products and services supplied by us through the Website.

1.3 This Legal Notice is intended to clarify how our services operate in practice. It must be read together with our Terms and Conditions, Refund Policy, and any other policy or checkout information that applies to your Order.

2. Who We Are and Our Role

2.1 The Website is operated by INSTANTSIM LTD (15419267), Registered office address: Dept 6659 126 East Ferry Road, Canary Wharf, London, United Kingdom, E14 9FP.

2.2 We offer and sell products in our own name and act as merchant of record.

2.3 Your contract is with us only. The Website is not a marketplace, and we do not provide a platform for third parties to contract with customers in their own name through the Website.

2.4 If a product is listed on the Website, that product is offered by us on the basis that we are entitled to make it available to you.

3. How eSIM Products Are Sourced and Supplied

3.1 The eSIM products and related services available on the Website are supplied through API-based technical and commercial arrangements with third-party suppliers, infrastructure providers, mobile network operators, and roaming partners.

3.2 We obtain the technical capability to provision, assign, and manage eSIM-related products and data packages through those supplier and infrastructure relationships, and we then make the relevant products available to end users in our own name through the Website.

3.3 For the purposes of this Legal Notice, references to activation credentials or installation details mean the technical information needed to install and activate an eSIM, including a QR code payload, SM-DP+ address, activation code, or equivalent technical credentials.

3.4 Backend provisioning, data package assignment, activation support, and related technical fulfilment may depend on external API workflows, supplier systems, and network infrastructure. Those dependencies do not alter the fact that the product is sold by us and that your purchase contract remains with us.

4. Technical Dependencies and Third-Party Infrastructure

4.1 Certain parts of the service depend on systems, platforms, networks, and infrastructure that are operated by third parties rather than by us directly.

4.2 This includes, without limitation, technical provisioning, activation processes, roaming availability, geographic coverage, data routing, network latency, speed, continuity of service, and other connectivity-related outcomes.

4.3 Because those matters depend in part on external systems and network conditions, some technical results may be affected by circumstances outside our direct operational control.

4.4 The existence of those third-party technical dependencies does not change our position as your contracting party and does not remove our role as your primary contact point for support and complaints in relation to your Order.

5. Scope of Customer Support

5.1 Any support we provide is supplied as technical assistance connected with your purchase and use of the digital product and any related digital service.

5.2 Our support may include answering questions, reviewing order information, checking provisioning status, explaining installation steps, requesting troubleshooting information, and communicating with relevant technical suppliers or network partners where appropriate.

5.3 Our support must not be interpreted as a managed service, a human-operated communications service, or a service under which we take control of your device, your operating system, your connectivity settings, or your network environment on your behalf.

5.4 For the avoidance of doubt:

5.4.1 we do not remotely access your device;

5.4.2 we do not carry out actions on your device ourselves;

5.4.3 we do not provide ongoing device administration, device monitoring, or network management for you; and

5.4.4 any steps suggested by our support team are carried out by you on your own device and at your own discretion.

6. Complaints and Technical Issue Handling

6.1 We accept complaints, fault reports, and technical issue reports relating to products purchased through the Website.

6.2 Our contact point for support and complaints is info@jettello.com.

6.3 When a technical issue is reported, we may take commercially reasonable steps to investigate and address it. Depending on the circumstances, this may include reviewing order and provisioning records, checking activation status, requesting technical information from you, providing troubleshooting guidance, and escalating the issue to a relevant supplier or network partner where necessary.

6.4 Where the issue arises from third-party systems, external infrastructure, local network conditions, roaming restrictions, or other matters outside our direct control, we will use reasonable efforts to coordinate with the relevant provider or partner in order to seek a resolution.

6.5 We do not guarantee that every issue caused by third-party systems or network conditions can be resolved, particularly where the outcome depends on actions, restrictions, or technical circumstances outside our control.

7. Preservation of Your Legal Rights

7.1 Nothing in this Legal Notice limits, excludes, or overrides any rights or remedies that cannot lawfully be excluded under applicable UK law.

7.2 In particular, nothing in this Legal Notice affects any mandatory rights you may have in relation to digital content or digital services that are not supplied, are faulty, are not as described, or otherwise fail to conform to contract.

8. Contact

8.1 Website: Jettello.com

8.2 Support and complaints: info@jettello.com

8.3 Company: INSTANTSIM LTD (15419267), Registered office address: Dept 6659 126 East Ferry Road, Canary Wharf, London, United Kingdom, E14 9FP