Terms of Service
Last updated 6 October 2026. Our online store opens on 1 November 2026; these policies apply to orders from that date.
These terms apply when you buy a prepaid travel eSIM from SimStretch. Please read them before you order. By ticking the box at checkout and paying, you agree to them, to our Privacy Policy and to our Refund Policy.
1. Who we are
SimStretch is a trading name of Sync Up Limited, a company registered in England and Wales (company number 15763868). Our registered office is 82A James Carter Road, Mildenhall, IP28 7DE, United Kingdom. You can contact us at support@simstretch.com.
2. What we sell
We sell prepaid mobile data plans delivered as an eSIM: a digital profile you install on a compatible phone. We do not run a mobile network. Mobile data is provided by local network operators through our wholesale supplier. Each plan page shows the destination, data allowance, validity period and network.
3. Before you buy
- Your phone must support eSIM and be network-unlocked. Please check this before ordering — we cannot check it for you.
- Plans are data only. They do not include a phone number, calls or SMS unless the plan page says so.
- We do not currently sell to customers in the European Union. If an order is placed from an EU country, we will cancel it and refund it in full.
- Install the eSIM while you have Wi-Fi, before you travel. Installation needs an internet connection.
4. Placing an order
When you complete checkout and payment, we send you an email confirming your order and delivering your eSIM. A contract is formed when we send that email. Prices are in pounds sterling (GBP) and include any VAT that applies. The price depends on where you live: if you live in the UK, the price includes UK VAT; prices for customers living outside the UK and the EU do not. We ask where you live at checkout, and you must answer truthfully. If the answer is untrue we may cancel the order and refund it. Payments are taken by Stripe; we never see or store your card details.
5. Delivery
Your eSIM is delivered digitally, normally within a few minutes of payment. You will see the QR code and activation details on your order page and receive them by email. Please keep that email: you may need the details again if you reinstall the eSIM. If an eSIM is not delivered, contact us with your order reference.
6. Your right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally have 14 days to cancel an online purchase. For digital content, you lose this right once delivery has begun, if you have first expressly agreed to immediate delivery and acknowledged that you lose the right to cancel. At checkout we ask you to confirm both. Once your eSIM details have been delivered to you, you can no longer cancel under that right. This does not affect your other legal rights — see our Refund Policy.
7. Using your eSIM
- The validity period starts when the eSIM first connects to a network in the destination covered, not when you install it. Unused data expires at the end of the validity period.
- An eSIM is for use by one device. Once installed, it generally cannot be moved to another device.
- You must follow the laws of the country where you use the service, including any rules about internet use and content. Some countries restrict certain services, such as VPNs or messaging apps. We are not responsible for those restrictions.
- Please do not use the eSIM for unlawful purposes, or in a way that harms the network or other users.
8. Coverage and speeds
Coverage and speeds depend on the local network, your location and your device. We cannot guarantee a particular speed or uninterrupted coverage. In particular, networks can become congested at very large gatherings, including during Hajj and Umrah, in busy areas such as the Haram and holy sites. Please do not rely on your eSIM as your only means of contacting others, or for emergencies. Carry other means of contact and follow your group leader’s instructions.
9. If something goes wrong
The eSIM must be as described, of satisfactory quality and fit for purpose. If it is not, you have legal rights under the Consumer Rights Act 2015 (including to a repair or replacement and, if that is not possible, to a refund or price reduction). Nothing in these terms limits those rights. Please contact us first at support@simstretch.com and we will do our best to put it right.
10. Our liability
We are responsible for foreseeable loss and damage caused by our breach of these terms or our negligence. We are not responsible for loss that was not foreseeable, nor for business losses, since our service is for personal use. We do not limit or exclude liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else the law does not allow us to limit. We are not liable for delays or failures caused by events outside our reasonable control, including network outages and decisions by network operators or authorities.
11. Your personal information
How we use your personal information is explained in our Privacy Policy.
12. Changes
We may update these terms. The version in force when you place your order applies to that order.
13. Governing law
These terms are governed by the law of England and Wales. If you live in England and Wales, Scotland or Northern Ireland you can bring a claim in the courts of the part of the UK where you live. If you live elsewhere, you may also have the benefit of mandatory consumer protections in your country of residence, which these terms do not take away.
14. Contact
Questions or complaints: support@simstretch.com. Please include your order reference.