Clear terms.
No legal fog.

1. Who we are

Vela eSIM is operated by [Your company legal name], registered at [Registered address], VAT ID [VAT ID]. You can reach us at support@vela-esim.com.

2. The product

Vela sells prepaid travel eSIM data plans for use in the countries listed on our storefront. An eSIM is a digital SIM profile installed on a compatible, carrier-unlocked device. We do not sell physical SIM cards and we do not provide a local telephone number unless expressly stated.

Coverage, network speed and available technologies (including 5G) depend on the local mobile networks and your device. A plan is data-only unless expressly described otherwise. Hotspot use is included within the plan’s data allowance where stated.

3. Prices, VAT and payment

Prices are shown in the currency selected at checkout and include VAT where applicable. The VAT rate applied is based on your billing country. The amount shown immediately before payment is the total amount payable.

Card payments are processed by our third-party payment provider. Vela does not receive or store your full card number. Your card statement may show the payment provider or a related descriptor.

4. Delivery and activation

After a successful payment, we send the eSIM QR code and installation instructions to the email address provided at checkout. Delivery is normally immediate, but can take a few minutes. Check your spam folder if it does not arrive.

The validity period starts when the eSIM first connects to a supported network in a covered country, unless stated otherwise. Installing the eSIM early does not start the plan. You are responsible for installing it before travel and for ensuring your device is compatible and unlocked.

5. Right of withdrawal and digital content

If you are a consumer in the European Union or another jurisdiction with a statutory withdrawal right, you generally have 14 days to withdraw from a distance contract. By asking us to supply the eSIM immediately, you expressly consent to immediate performance. Where the law permits, the withdrawal right ends once the digital content has been supplied or the eSIM has been activated. This does not affect mandatory rights or the separate refund commitment described below.

6. Acceptable use

You agree not to use the service for unlawful activity, fraud, resale, automated traffic abuse, or anything that materially degrades the network for others. We may suspend service where required by law or by our network partners, or where there is evidence of abuse. Fair-use limits may apply to unlimited or high-volume plans and will be disclosed before purchase.

7. Availability and liability

We work with network operators to provide a reliable service, but we do not guarantee uninterrupted coverage everywhere. Local network maintenance, terrain, building materials, device settings and force majeure can affect connectivity. To the extent permitted by law, we are not liable for indirect or consequential losses. Nothing in these terms limits liability that cannot be limited by law, including statutory consumer rights.

8. Changes and governing law

We may update these terms for future orders; the version in force at the time of purchase applies. These terms are governed by the laws of [Governing-law jurisdiction], without affecting mandatory consumer protections in your country of residence.

1. Controller

[Your company legal name], [Registered address], is the controller of personal data processed through this storefront. Contact us at support@vela-esim.com.

2. Data we collect

• Order and billing data: first and last name, email address, billing address, city, region, postal code, country and phone number.
• Transaction data: order reference, plan, amount, currency, VAT rate, payment status and chargeback status. We do not store full card details.
• Support communications: messages you send to our support team and the information you choose to include.
• Technical data: IP address, browser type, device type and basic server logs needed to operate and secure the site.
• Preferences: language, currency and country stored in your browser; checkout details are stored temporarily in session storage to support payment returns and retries.

3. Why we use it and our legal bases

• To take and fulfil your order, deliver the eSIM and provide support — performance of a contract.
• To meet tax, accounting and fraud-prevention obligations — legal obligation and legitimate interests.
• To secure the storefront, prevent abuse and improve the service — legitimate interests.
• To send marketing communications where permitted — consent or soft opt-in, with an unsubscribe option in every message.

4. Who receives it

We share the minimum necessary data with our payment provider, eSIM fulfilment partner, email delivery provider, hosting provider and professional advisers. When you continue to payment, the billing details you entered are sent to the payment provider as part of the checkout request so that it can process the card payment and produce a receipt. Payment card data is processed directly by the payment provider. Where a provider processes data outside the EEA, we use appropriate safeguards such as standard contractual clauses and supplementary measures.

5. How long we keep it

Order and tax records are kept for as long as required by applicable law (typically [retention period] years). Support messages are kept for [support-retention period]. Browser preferences remain until you clear them. Checkout details kept in session storage normally disappear when you close the browser tab.

6. Your rights

Subject to applicable law, you may request access, correction, deletion, restriction, portability or objection to processing, and withdraw consent at any time. You may also lodge a complaint with your local data-protection authority. To exercise a right, email support@vela-esim.com.

7. Cookies and local storage

The storefront uses essential browser storage for language, currency and checkout continuity. We do not set advertising cookies by default. If you enable analytics or marketing tags, add an appropriate consent banner and update this section before going live.

8. Security

We use HTTPS, access controls and data minimisation. No online transmission is completely secure, but we take reasonable steps to protect your information and require our processors to do the same.

1. Before activation

If your eSIM has not been activated and does not work on a compatible, carrier-unlocked device, contact us within 30 days of purchase. We will first try to resolve the issue. If we cannot, we will refund the amount paid to the original payment method.

2. After activation

Once a data plan has been activated, it is generally non-refundable because the data service has begun and cannot be returned. This does not affect your statutory rights or any remedy available where the service is not as described.

3. Wrong plan or wrong destination

If you bought the wrong plan, contact us before activating the eSIM. We may be able to exchange it or issue a refund at our discretion, provided the QR code has not been used.

4. How to request a refund

Email support@vela-esim.com with your order number and a description of the issue. We normally reply within one business day. Approved refunds are sent to the original payment method within 5–10 business days, depending on your bank.

5. Chargebacks

Please contact us before starting a chargeback. We can usually resolve the issue faster. If a chargeback is opened, we may share order and delivery evidence with the payment provider as required.

[Your company legal name]
[Registered address]
[Country]
VAT ID: [VAT ID]
Commercial register: [Register number]
Contact: support@vela-esim.com

Responsible for content: [Name, address]. Online dispute resolution: the European Commission’s ODR platform is available at ec.europa.eu/consumers/odr. We are not obliged to participate in alternative dispute resolution proceedings.