Terms & Conditions

Effective date — 25 March 2026

Last updated — 25 March 2026

Version — 1

1. Introduction and Acceptance

1.1 These Terms and Conditions govern your access to and use of Jettello.com and your purchase and use of eSIM-related digital products and services made available through the Website.

1.2 By accessing the Website, placing an Order, or using any product or service supplied through the Website, you agree to be bound by these Terms.

1.3 If you do not accept these Terms, you must not use the Website and must not place an Order.

2. Company Details and Contact Information

2.1 The Website is operated by INSTANTSIM LTD (15419267), whose registered office is Dept 6659 126 East Ferry Road, Canary Wharf, London, United Kingdom, E14 9FP. In these Terms, references to “Company”, “we”, “us” and “our” mean INSTANTSIM LTD.

2.2 We sell products and services in our own name and act as merchant of record. The contract for any Order is entered into exclusively between you and us.

2.3 Our Website address is Jettello.com. Our contact email for contractual communications, complaints, and general support is info@jettello.com.

3. Definitions

3.1 In these Terms, unless the context requires otherwise:

3.1.1 “Consumer” means an individual acting for purposes wholly or mainly outside that person’s trade, business, craft, or profession.

3.1.2 “Business Customer” means any customer who is not a Consumer.

3.1.3 “eSIM” means a digitally provisioned embedded SIM profile capable of being installed on a compatible device.

3.1.4 “Installation Details” means the information needed to install or activate an eSIM, including any QR code, SM-DP+ address, activation code, or equivalent technical credentials.

3.1.5 “Data Package” means a digital package providing access to mobile data connectivity for the allowance, territory, and validity period stated at the time of purchase.

3.1.6 “Digital Content” means digitally supplied content made available through the Website, including an eSIM profile and the related Installation Details.

3.1.7 “Digital Service” means the digitally supplied connectivity service associated with a Data Package.

3.1.8 “Order” means your request, submitted through the Website, to purchase a product or service from us.

3.1.9 “Contract” means the legally binding agreement formed between you and us for the supply of Digital Content and/or Digital Services under these Terms.

3.1.10 “Technical Supplier” means any third-party technical supplier, connectivity provider, or provisioning partner used by us through an API or similar technical integration to procure, provision, assign, or support products or services made available on the Website.

4. Our Role, What We Supply, and How the Service Operates

4.1 All products and services shown on the Website are offered by us in our own name. The Website is not a marketplace.

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

4.3 Your transaction is with us only. Any technical procurement, provisioning, assignment, activation support, or backend fulfilment carried out through a Technical Supplier does not create a separate contract between you and that supplier.

4.4 In most cases, the service process works as follows: you select a plan, place an Order, complete payment using a payment method made available on the Website, receive the relevant Installation Details or other access information, install or activate the product on your device, and then use the associated connectivity or digital functionality.

4.5 Where the relevant product supports a renewal or top-up process, a new Data Package may be assigned to an existing eSIM, and fulfilment may occur without issuing new Installation Details if the existing eSIM remains valid for that process.

4.6 Unless the product page clearly states otherwise, products offered through the Website are data-only and do not include a telephone number, traditional voice calling, or SMS functionality.

5. Eligibility, Compatibility, and Customer Responsibilities

5.1 You may place an Order only if you are at least 18 years old or, if higher, the age of legal majority applicable in your place of residence.

5.2 Before placing an Order, you must ensure that your device is compatible with eSIM technology, is unlocked if required, and satisfies the technical requirements of the selected product.

5.3 You are responsible for ensuring that you can receive, access, store, display, and use the Installation Details and any related fulfilment information.

5.4 You must follow all installation, activation, and use instructions supplied with the product.

5.5 Activation may fail, or use may be impaired, if you use unsupported settings, enter incorrect information, attempt installation in an improper manner, or try to reuse Installation Details beyond their technical limits.

6. Accounts, Confidentiality, and Misuse Risk

6.1 Depending on the functionality available on the Website at the relevant time, purchases may be possible either with or without a customer account.

6.2 You are responsible for maintaining the confidentiality and security of your account credentials and of all Installation Details supplied to you.

6.3 If Installation Details are disclosed to another person, that person may be able to install or use the relevant eSIM or related product. We are not responsible for loss, misuse, or unauthorised use caused by your failure to keep such information secure.

7. Product Listings, Orders, and Contract Formation

7.1 Information displayed on the Website about products, plans, territories, allowances, validity periods, pricing, or availability is an invitation to treat and does not constitute a binding offer.

7.2 When you submit an Order, you are making an offer to purchase the relevant product or service on these Terms.

7.3 We are not obliged to accept every Order.

7.4 An order confirmation, payment confirmation, or paid status does not by itself guarantee final availability. The Contract is formed only when the relevant Digital Content and/or Digital Service is first made available to you.

7.5 We may make the product available by delivering the Installation Details by email, placing them in your account, showing them after checkout, enabling download or activation, assigning a Data Package, or using any other delivery method described on the Website or at checkout.

7.6 If, after payment, we are unable to procure, provision, assign, or deliver the relevant product or service, we may cancel the Order and provide the remedy required by applicable law and by our refund rules, unless the problem arises from matters attributable to you, including device incompatibility, incorrect information, failed security checks, suspected fraud, or other customer-side issues.

8. Prices, Taxes, Payment, and Fraud Controls

8.1 The price payable for an Order is the price shown on the Website at the time you place that Order.

8.2 Any VAT or other applicable taxes will be handled as required by applicable law and as presented to you at checkout.

8.3 Payment is made directly to us using card payment or any other payment method made available on the Website at the time of purchase.

8.4 Payments may be processed by third-party payment processors acting on our behalf. We do not store full payment card details.

8.5 We may take reasonable anti-fraud and security measures before supply, including delaying fulfilment, requesting further information, or cancelling an Order where we reasonably suspect fraud, misuse, or unauthorised payment activity.

9. Electronic Supply, Delivery, and Durable Medium Information

9.1 Products and services supplied under these Terms are delivered electronically.

9.2 For the purposes of UK consumer law, supply takes place when the product is first made available to you, including where that occurs by making Installation Details accessible to you or by otherwise enabling activation or use.

9.3 We will provide order-related and contractual information on a durable medium where required, including by email and/or by making it available within your account or order history, where that functionality exists.

9.4 We aim to fulfil Orders promptly after successful payment, but delivery timing may depend on technical processing, provisioning status, connectivity systems, fraud checks, and other operational factors.

9.5 We do not guarantee uninterrupted Website availability or instantaneous fulfilment.

10. Activation, Validity Periods, Coverage, and Top-Ups

10.1 The rules governing activation and the commencement of any validity period depend on the specific plan purchased and will be those stated on the relevant product page at the time of purchase.

10.2 A Data Package may expire at the end of its stated validity period whether or not the full allowance has been used.

10.3 Speeds, latency, availability, roaming access, and geographic coverage depend on underlying networks, roaming partners, technical conditions, and local circumstances. We do not guarantee minimum speeds or continuous service in every location.

10.4 You must use the products and services lawfully and in accordance with these Terms and any reasonable technical requirements communicated to you.

10.5 Where a top-up or renewal is applied to an existing eSIM, fulfilment may occur through assignment of a new Data Package to that existing eSIM without reissuing new Installation Details.

11. Cancellation Rights, Immediate Supply, and Refund Position

11.1 Refund, cancellation, and related eligibility rules are set out in our separate Refund Policy, which forms part of the contractual framework applicable to your Order.

11.2 If you are a Consumer, you may have statutory cancellation rights in relation to a distance contract, subject to the exceptions and limitations set out in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and any other applicable UK law.

11.3 Because products supplied through the Website are digital in nature and are commonly made available immediately after payment, we may begin supply straight away after your purchase.

11.4 At checkout, you will be required to make an express request for immediate supply and to acknowledge that, where the law permits, your cancellation right may be lost once Digital Content is made available to you and/or once performance of the relevant Digital Service has begun. This confirmation must be given by checkbox or another equivalent affirmative action.

11.5 Nothing in this section affects any mandatory rights you may have where digital content or digital services are faulty, not as described, not supplied, or otherwise fail to conform to the Contract.

12. Conformity, Faults, and Consumer Remedies

12.1 Where you are a Consumer, we are responsible for supplying Digital Content and Digital Services in conformity with the Contract as required by applicable UK consumer law, including the Consumer Rights Act 2015.

12.2 If what we supply is not provided, is defective, is not as described, or otherwise does not conform to the Contract, you may have statutory remedies. Depending on the nature of the issue and what the law provides, these may include repair, replacement, repeat performance, price reduction, termination, or refund.

12.3 You must notify us of any issue without undue delay and provide reasonable information enabling us to assess and address it, including the device model, operating system version, country of use, screenshots, error messages, and other relevant technical information where available.

12.4 Where troubleshooting requires reasonable cooperation from you, including reinstalling where technically possible, adjusting device settings, or following the supplied activation instructions, you agree to cooperate. This does not reduce any statutory rights you may have.

13. Dependence on Third-Party Networks and Service Limits

13.1 Connectivity and related performance depend on third-party network operators, roaming partners, infrastructure providers, and Technical Suppliers. Those matters are not under our direct control.

13.2 Local law, regulatory restrictions, fair use limitations, traffic management, capacity constraints, and network congestion in the country of use may affect the availability or quality of the services.

13.3 The products and services offered through the Website are not intended to be your sole means of communication in an emergency and must not be relied upon for emergency communications.

14. Prohibited Conduct

14.1 You must not:

14.1.1 use the Website, products, or services for unlawful purposes, fraud, or any activity that facilitates illegality;

14.1.2 circumvent or attempt to circumvent any technical restrictions, safeguards, security features, or usage controls;

14.1.3 reverse engineer, decompile, disassemble, or attempt to extract any eSIM profile, credentials, or provisioning data, except to the extent that mandatory law does not allow such restriction;

14.1.4 resell, transfer, commercially distribute, or otherwise make available the eSIM, Installation Details, or related product to a third party unless the relevant product page clearly allows that;

14.1.5 interfere with the operation of the Website or any related system, including by introducing malicious code, conducting scraping at scale, attempting unauthorised access, or launching denial-of-service activity.

15. Website Rights and Permitted Use of What We Supply

15.1 The Website, including its text, layout, branding, graphics, and other content, belongs to us or is lawfully used by us and is protected by applicable intellectual property and related laws.

15.2 Subject to these Terms, you are permitted to use the Digital Content and Digital Service only for your personal use, or for your internal business use if you are a Business Customer, and only during the applicable validity period and in accordance with the product purchased.

16. Service Availability and General Disclaimers

16.1 Products and services are provided on an “as available” basis.

16.2 We do not promise that the Website or any product or service will always be available, uninterrupted, error-free, or usable in every country, territory, network environment, device configuration, or operating system version.

16.3 Nothing in these Terms excludes, restricts, or overrides any right that cannot lawfully be excluded or restricted under applicable law.

17. Liability

17.1 Nothing in these Terms excludes or limits liability where such exclusion or limitation is unlawful.

17.2 If you are a Consumer, our liability is limited only to the extent permitted by applicable consumer law.

17.3 If you are a Business Customer, and to the fullest extent permitted by law, we are not liable for any indirect, incidental, special, or consequential loss, including loss of profit, loss of revenue, loss of business opportunity, loss of goodwill, or loss of data.

17.4 If you are a Business Customer, our total aggregate liability arising out of or in connection with a Contract is limited to the amount actually paid by you for the relevant Order.

17.5 We are not responsible for failures, delays, or interruptions caused by matters outside our reasonable control, including network outages, roaming restrictions, third-party infrastructure issues, local operator policies, device incompatibility, operating system limitations, or your failure to follow the supplied instructions.

18. Events Beyond Our Reasonable Control

18.1 We are not liable for delay, interruption, or failure to perform caused by circumstances beyond our reasonable control, including natural disasters, war, terrorism, civil disorder, government action, sanctions, internet failures, telecommunications failures, cyber incidents affecting third-party infrastructure, or failures of upstream providers.

19. Suspension, Restriction, and Order Cancellation

19.1 We may suspend or restrict access to the Website, delay or refuse fulfilment, or cancel an Order if we reasonably believe that you have breached these Terms, acted unlawfully, engaged in fraud, abused the service, or created a security or compliance risk.

19.2 If we cancel an Order before supply for reasons attributable to us, we will provide the remedy required by applicable law and by our refund rules.

19.3 Any suspension, restriction, cancellation, or termination does not affect rights, obligations, remedies, or liabilities that accrued before that event.

20. Changes to the Website and to These Terms

20.1 We may amend the Website, its functionality, the range of products offered, and these Terms from time to time.

20.2 Any updated Terms will apply from the time they are published on the Website.

20.3 No later change will retroactively alter a Contract that has already been formed unless the law requires that result or the change is clearly in your favour and does not reduce your rights.

21. Complaints and Dispute Resolution

21.1 If you have a complaint, you should contact us first at info@jettello.com, stating the relevant Order details and describing the issue in reasonable detail.

21.2 Complaints may be submitted in any form, but we recommend email so that both sides have a clear written record.

21.3 If you submit a complaint in writing, or in a form capable of being reproduced in writing, we will normally acknowledge and respond in the same form within 15 days of receipt. If we cannot provide a final response within that period, we will explain the reason for the delay and state a further reasonable timeframe for our substantive reply.

21.4 Nothing in this section limits any right you may have to pursue a legal remedy.

22. Governing Law and Jurisdiction

22.1 These Terms and every Contract between you and us are governed by the law of England and Wales.

22.2 If you are a Consumer, nothing in these Terms deprives you of any mandatory protection that cannot be excluded by contract under the law applicable to your situation.

22.3 Subject to any mandatory consumer jurisdiction rules that apply, the courts of England and Wales shall have jurisdiction in relation to disputes arising out of or connected with these Terms or any Contract.

23. General

23.1 If any provision of these Terms is held to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect.

23.2 You may not transfer or assign your rights or obligations under these Terms without our prior written consent, except where the law prevents us from restricting that transfer.

23.3 We may assign or transfer our rights and obligations under these Terms or any Contract, provided that doing so does not reduce your legal rights.

23.4 These Terms, together with any policy or document expressly incorporated by reference, form the entire agreement between you and us in relation to the subject matter they cover and replace all prior discussions, statements, or understandings relating to that subject matter.

23.5 If any mandatory rule of applicable law conflicts with these Terms, the mandatory rule will prevail to the extent of that conflict.