Terms of Service

1.About these terms

1. 1.1These terms are the agreement between you and FulleSIM LTD (“FulleSIM”, “we”, “us”).
2. 1.2They apply to every purchase you make from us and every use of the FulleSIM service. Together with our Contract Summary, Acceptable Use Policy, Fair Use Policy, Cancellation and Refunds Policy and the details shown to you at checkout, they form the whole agreement between us.
3. 1.3If you are a consumer, nothing in these terms affects the rights you have under the mandatory law of the country you live in.
4. 1.4Please read these terms before you buy. At checkout you will be asked to confirm that you accept them.

2.Definitions

• Access code: the code issued at checkout that identifies your line to our systems and signs you in to the panel and the app.
• Balance or credit: prepaid money held on your line and spent on outgoing calls, outgoing SMS and other chargeable use.
• Bundle: an allowance of data, minutes or SMS bought for a set period, one-off or renewing.
• eSIM or profile: the digital SIM we issue, installed on a compatible device from a QR code or through the app.
• Line: the mobile service attached to one eSIM and one number.
• Number: the mobile number assigned to your line, including a premium number chosen at checkout.
• Partner network: a mobile network, in any country on our register, through which the service is delivered.
• Register: the list of countries on our coverage page, with the services available in each.

3.Who can use the service

1. 3.1You must be at least 18 years old and able to enter into a binding contract.
2. 3.2You may not buy or use the service from, or for use in, a restricted territory. These are listed in section 11 and on our Restricted Territories page.
3. 3.3You are responsible for every use of your line, including use by anyone you give your device or access code to.
4. 3.4The service is for personal use. Business, wholesale and resale use need a separate written agreement with us.

4.Your order and our contract

1. 4.1Your order is an offer to buy. The contract is formed when we confirm your order on screen and issue your access code.
2. 4.2We may decline an order, for example where payment fails, where the evidence available to us points to a restricted territory, or where we suspect fraud. If we decline an order after taking payment, we refund it in full.
3. 4.3The contract lasts for as long as your line is active. Bundles and renewing plans run for the period shown at checkout.
4. 4.4Before you buy, we give you a Contract Summary setting out the main terms in one place.

5.The service

1. 5.1FulleSIM provides a mobile communications service on an eSIM: a European mobile number and, depending on your plan and the country you are in, mobile data, outgoing and incoming SMS and outgoing and incoming voice calls.
2. 5.2The service is delivered through partner networks in the countries on our register. Which services work in which country is shown on the register and may change as partner networks change. At present voice calls do not work in: Australia, Cambodia, China, Iceland, Israel, Japan, Macao, New Zealand, Puerto Rico, Singapore, Switzerland, Taiwan, and United States. Data and SMS work normally there.
3. 5.3Speeds and quality depend on the partner network, your location, your device and the number of people using the network. Estimated speeds and how traffic is managed are set out in our Internet Speed and Traffic Management policy.
4. 5.4We do not promise that the service will be uninterrupted or available in every location. We will restore it as quickly as we reasonably can when it fails.
5. 5.5We may change or improve the service, for example by adding countries or changing partner networks. Where a change is to your disadvantage, section 12 applies.

6.Your eSIM and your device

1. 6.1You need a device that supports eSIM and is not locked to another operator. Checking compatibility before you buy is your responsibility; our help centre lists the main compatible devices.
2. 6.2Your eSIM profile can be downloaded a limited number of times. Delete a profile only if you are sure you no longer need it: a deleted profile may not be reinstallable.
3. 6.3The profile remains our property and is licensed to you for use with the service. You may not copy, sell or transfer it.
4. 6.4If your device is lost or stolen, suspend the line from your panel, or contact us at [email protected] or Telegram @fullesimsupport with your number and a one-time support code. Suspending stops further charges and keeps your number.
5. 6.5Moving your number to a new eSIM, for example for a new phone, a lost device or a deleted profile, is a paid service ordered from your panel. The fee is shown before you pay. Once the new eSIM is issued, the old profile stops working for good.

7.Your access code and account security

1. 7.1We do not create an account in your name and we do not run identity checks. Your access code is your account: anyone who holds it can see your balance and usage and manage your line.
2. 7.2Keep your access code private. Support confirms it is you through your panel, or through your number and a one-time support code you create there, and never needs the access code itself. Anyone asking for it in our name is not us. Moving your number to a new eSIM can only be ordered from your panel.
3. 7.3If you gave us an email address at checkout, we can send your access code to it again. If you did not, we cannot recover the code or confirm who you are by any other means, and cannot restore access to the line.
4. 7.4How private a purchase is depends on how you pay. If you pay by card, your card provider knows the purchase is yours. If you pay in crypto, nothing ties the line to your name. Our Privacy Policy sets out exactly what exists in each case.

8.Your number

1. 8.1We assign a number to your line when your order is confirmed. A number is not property: it is assigned to you for use under these terms and cannot be sold or transferred.
2. 8.2Your number stays assigned to you for as long as your line is active. To stay active, a line needs at least one top-up or chargeable use in every 3-month period. A top-up is added to your balance; it is not a fee.
3. 8.3If a line has no top-up and no chargeable use for 3 consecutive months, the line may be ended and the number withdrawn and returned to the pool. If we have a way to reach you, we will warn you at least 30 days before this happens. Incoming SMS and calls alone do not keep a line active.
4. 8.4Premium numbers are chosen at checkout for a one-off fee and are held on exactly the same terms as any other number. The premium fee is not refundable once the number has been assigned, except where section 13 or the law requires.
5. 8.5We may have to change your number where a regulator or a partner network requires it. We will give you as much notice as we can and will not charge you for the change.
6. 8.6If you want to move your number to another provider, contact support. We will tell you whether it can be moved and how.

9.Prices, payment and your balance

1. 9.1Prices are shown at checkout in US dollars. For customers in the European Union and the United Kingdom they include VAT at the rate of your country, which we determine from the evidence described in our Privacy Policy.
2. 9.2We accept card payments, processed by Stripe, and cryptocurrency payments, processed by Cryptomus. We do not see or store your full card number.
3. 9.3Outgoing calls, outgoing SMS and data used outside a bundle are charged from your balance at the rates shown in your panel. If your balance runs out, chargeable use stops until you top up; incoming SMS and, where available, incoming calls continue.
4. 9.4Credit on your balance remains available while your line is active, unless a different validity is shown at checkout. Credit cannot be exchanged for cash or transferred to another line.
5. 9.5Renewing bundles are charged at the start of each period by the payment method you chose, until you stop them. You can stop a renewal at any time before it is charged.
6. 9.6If a card payment is charged back, the line is suspended until the dispute is closed. If a payment for a service that was delivered is charged back and not withdrawn, the line is ended and its number withdrawn, as set out in our Cancellation and Refunds Policy.

10.Paying in cryptocurrency

1. 10.1The amount due in cryptocurrency is fixed for the payment window shown at checkout. A payment received after the window closes may be converted at the rate at the time it arrives.
2. 10.2You must send the exact amount, on the network shown. Network and exchange fees are paid by the sender.
3. 10.3If you send less than the amount due, the order is not completed until the balance is paid; if you send more, the excess can be refunded or added to your balance on request. Contact support with the transaction reference.
4. 10.4Payments sent to the wrong address or on the wrong network may be unrecoverable, and we cannot be responsible for them.
5. 10.5Refunds of crypto payments are made in the same currency, at the amount originally paid in that currency, to an address you give us.

11.Restricted territories

1. 11.1Because of our agreements with partner networks and the sanctions that apply to us, the service cannot be bought from, delivered to or used in: Afghanistan, Andorra, Belarus, Bosnia & Herzegovina, Central African Republic, Congo - Kinshasa, Crimea, Cuba, Egypt, Estonia, French Polynesia, Guinea, Guinea-Bissau, Haiti, Iran, Iraq, Lebanon, Libya, Mali, Myanmar (Burma), Nicaragua, North Korea, Russia, Somalia, South Sudan, Syria, Türkiye, Ukraine, Venezuela, Yemen, and Zimbabwe.
2. 11.2We may refuse or cancel an order, and suspend a line, where the evidence available to us indicates one of these territories.
3. 11.3You must not use a VPN or any other means to buy or use the service from a restricted territory. Doing so is a serious breach of these terms.

12.Changes to prices and terms

1. 12.1We may change these terms, our prices or the service, for example to reflect changes in law, in partner network costs or in the service itself.
2. 12.2If a change is to your disadvantage, we will tell you at least one month before it takes effect, using your email address if you gave one and your panel or app in any case. You may end your contract without charge before the change takes effect.
3. 12.3Changes that are only to your benefit, purely administrative, or required by law may take effect immediately.

13.Your right to cancel

1. 13.1If you are a consumer you may cancel within 14 days of purchase. Once an eSIM’s QR code has been delivered, a premium number assigned, or a bundle or top-up used, that purchase can no longer be cancelled, because you asked for it to be supplied at once. How this works is set out in our Cancellation and Refunds Policy, which also contains a model cancellation form.
2. 13.2You can end your line at any time by writing to support. Unused bundle allowances are not refunded, except where the law or our Refunds Policy says otherwise.

14.Suspension and termination by us

1. 14.1We may suspend your line immediately, and end it if the problem is not put right, where: you break the Acceptable Use Policy or the Fair Use Policy; you use the service from a restricted territory; we reasonably suspect fraud or other crime; a card payment is charged back without good reason; or a regulator, court or partner network requires it.
2. 14.2Where we can, and where it would not prejudice an investigation, we will tell you why and give you a chance to put things right.
3. 14.3We may end the service altogether, for example if we stop operating in a country, on at least one month’s notice. Unused credit and the unused part of any prepaid bundle will then be refunded.

15.Emergency calls

FulleSIM must not be relied on to call emergency services. In some countries no voice call of any kind can be made on the service, and where calls do work, emergency calls depend on the partner network. Always keep another way to call for help. Read our Emergency Calls notice.

16.Our liability to you

1. 16.1We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill.
2. 16.2We are not responsible for loss that is not foreseeable, for loss of business, profit or opportunity, for the content of messages or calls sent to you by others, or for failures of partner networks beyond what we can recover from them.
3. 16.3Except where the law does not allow it, our total liability to you for all claims in any 12-month period is limited to the amount you paid us in that period.
4. 16.4Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited by law.

17.Events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control, such as failures of partner networks, power or internet outages, natural disasters, war, sanctions or acts of government. If such an event affects the service, we will tell you and do what we reasonably can to limit its effect.

18.Complaints and disputes

1. 18.1If something goes wrong, contact [email protected] or Telegram @fullesimsupport. Our Complaints Code explains how we handle complaints and how long each step takes.
2. 18.2If we cannot resolve your complaint within 8 weeks, or you disagree with our final decision, you can refer it free of charge to an independent alternative dispute resolution body.

19.General

1. 19.1Notices. We send notices to your email address if you gave one, and in any case through your panel or app. You can send notices to [email protected] or to our registered office.
2. 19.2Transfer. We may transfer our rights and obligations under these terms to another organisation that will provide the service on the same terms; we will tell you if we do. You may not transfer your rights under these terms.
3. 19.3Severability. If a court finds part of these terms unlawful, the rest continues in force.
4. 19.4No waiver. If we do not enforce a right straight away, we can still enforce it later.
5. 19.5Third parties. Nobody other than you and us has any right to enforce these terms.
6. 19.6Language. These terms are made in English.

20.Governing law

These terms are governed by the law of the country where FulleSIM is registered, and the courts of the country where FulleSIM is registered have jurisdiction. If you are a consumer living elsewhere, you also keep the protection of the mandatory law of your country and may bring proceedings in its courts.

21.Contact

FulleSIM LTD. Support: [email protected] or Telegram @fullesimsupport. General enquiries: [email protected]. Orders and billing: [email protected]. You can also reach us from our contact page. Website: fullesim.com.