Terms of Service | شروط الخدمة

1. Scope & Acceptance

These Terms of Service (“Terms”) govern your access to and use of the 22SIM mobile applications, websites, and related services (together, the “Service”). By using the Service or completing a purchase, you confirm that you have read, understood, and agree to be bound by these Terms and by the policies referenced in them.

If you do not agree, you must not use the Service. Where permitted by law, continued use after we publish an update means you accept the updated Terms. The version that applies to a purchase is the one published at the time you bought.

2. Who We Are

3. Definitions

• “22SIM”, “we”, “us”: 22Service L.L.C-FZ.
• “You”, “User”: any person who uses the Service.
• “eSIM”: a digital SIM profile installed on a compatible device.
• “Data Plan”: a prepaid data allowance with a stated validity period and usage rules.
• “e-Goods”: digital products delivered electronically, including eSIM profiles, activation codes, QR codes, vouchers, and top-ups.
• “Installed”: the eSIM profile has been downloaded onto a device.
• “Activated”: the installed profile has registered on a mobile network.
• “Supply Partner”: the mobile network operators and eSIM aggregators from whom we source the products we sell.

4. Eligibility

• You must be at least 18 years old, or the age of majority where you live, to make a purchase. Where a person under that age wishes to use the Service, a parent or guardian must make the purchase and supervise use.
• You are responsible for the security of the account, device, and contact channels used to receive e-Goods.
• You must not use the Service if you are subject to sanctions or export restrictions that would prohibit it.
• Travel use only. Our plans are roaming products sold to travellers for use outside their country of residence. If you are permanently resident in a destination, you are not eligible to buy a plan for that destination and should use a local operator instead.
• Why this restriction exists. The roaming agreements our Supply Partners rely on, and telecom regulation in many countries, prohibit permanent roaming. A plan used continuously in your country of residence may be throttled, suspended, or disconnected by the host network operator, and once that happens we cannot restore it.
• If a plan is bought in breach of this section, we may cancel it. Where the plan has not been installed we refund it in full. Where it has been installed but not substantially used we refund the unused portion. Performance problems arising from use in your country of residence are not treated as a service failure, and the minimum usable service commitment in section 10 does not apply to them.

5. Our Services & Our Role

Through the Service we sell:

• eSIM Data Plans for specific destinations or regions.
• Top-ups and other digital travel e-Goods, which may change over time.

Our role. We are a reseller. We source eSIM products from licensed mobile network operators and eSIM aggregators and make them available to you through our app and websites. We are not a mobile network operator, we do not operate radio networks, and we do not provide the underlying connectivity ourselves. Coverage, speed, and network availability are delivered by our Supply Partners and are subject to their technical and commercial constraints.

6. Orders, Pricing & Payments

• Pricing: prices vary by destination, validity, and data volume, and may change at any time before you complete a purchase. The price shown at checkout is the price that applies to your order.
• Taxes: prices are shown inclusive of applicable taxes before you confirm payment.
• Currency: the transaction currency is displayed at checkout. If your card is held in another currency, your bank applies its own conversion rate and may add its own fees. Those amounts are set by your bank, not by us.
• Payment authorisation: by placing an order you authorise us and our payment providers to charge your chosen payment method for the amount shown.
• Order confirmation: a purchase is complete when payment succeeds and the e-Good is issued to you.
• Statement descriptor: charges appear on your statement as 22SIM.

7. Digital Delivery

• Primary channel: e-Goods are delivered inside the 22SIM App, where they remain available in your order history.
• Additional channels: we may also send delivery details by email or WhatsApp using the contact information you provide.
• Delivery point: an e-Good is delivered once it is available to you in-app or has been sent to a channel you provided.
• Keeping it safe: please keep your activation details secure and do not share your QR code or activation string, since anyone holding them may be able to install the profile.

If you lose access to your email, WhatsApp, or device, contact support. Where the profile has not yet been installed we can usually re-send the details to you after verifying the order. Once a profile has been installed on a device it cannot be transferred to another device or reissued, because the profile is consumed at network level.

8. Cancellation & Refunds

Our Refund & Cancellation Policy forms part of these Terms and sets out your rights in full. In summary:

• You may cancel an eSIM you have not installed and receive a refund, if you request it within 14 days of purchase.
• If an eSIM does not work at all and we cannot fix it or replace it, you receive a full refund with no fee deducted.
• If service fails partway through a plan, we refund the unused portion or issue equivalent credit.
• Billing errors, duplicate charges, and unauthorised charges are refunded in full.
• Whether a refund processing fee applies depends on the reason for the refund, and is set out in the Refund Policy.

Consumers in the EU, EEA, and United Kingdom. You have a statutory right to withdraw from a distance contract within 14 days. Because eSIM profiles are supplied immediately, at checkout we ask you to expressly consent to immediate supply and to acknowledge that you lose the statutory withdrawal right once the profile has been issued to you. Where a statutory withdrawal right has not been lost and you exercise it, we refund the full amount with no deduction. Our own 14-day cancellation right above applies in addition to your statutory rights, not instead of them.

9. Installation & Activation

• Compatibility: your device must be eSIM-capable and not locked to another network. We publish a compatibility checker and link to it before purchase, and we ask you to use it.
• Installation: you install the profile by scanning the QR code or entering the details manually, and you may need to adjust device settings such as enabling data roaming.
• Activation triggers: a Data Plan may begin on installation, on first connection to a network in the destination, or on first data use. The rule that applies is shown on the product page before you buy.
• Deleting the profile: do not remove the eSIM profile from your device until the plan is used or expired. Deletion is irreversible at network level and the remaining allowance cannot be recovered.

10. Data Plans, Speed & Coverage

Plans are sold by data volume and validity period; speed is not part of the product specification and is not a term of your purchase, and you cannot choose, request, reserve, upgrade, or be allocated a particular speed, bandwidth, latency, network generation, frequency band, or host operator, since no plan is sold as a specific speed tier. What we undertake is to buy capacity that permits the highest speed the host network makes available, and to make that capacity available to every customer at all times without imposing any restriction of our own; the speed you actually experience, however, is determined moment to moment by the third-party network operator carrying your traffic in the place where you happen to be, which we do not set, cannot control, and have no real-time visibility of. It varies with your location, the time of day, your distance from the cell site, how many other users are on that cell, the backhaul capacity and spectrum available to the operator, whether you are indoors or outdoors, building materials, terrain, weather, movement in a vehicle, train, or aircraft, local events and public holidays, and scheduled or emergency maintenance; and it varies equally with your own device, its modem, the frequency bands it supports, its antenna, its operating system version, its battery-saving and low-data modes, and whatever other applications are consuming bandwidth at the same time. Host networks manage their capacity across all users according to conditions at the time, and performance may differ from one moment to the next, even in the same location, and speed may rise and fall while your plan is running without notice, so a speed reached at one point does not set a level that applies for the remainder of the plan. Your device may move between 5G, 4G, and 3G during use, or between different host operators within the same country, according to coverage and the agreements in place, and we do not control which network or generation it attaches to. Any speed figures, coverage maps, or network generation labels shown on product pages, in marketing material, or in comparison tables reflect information published by the operator, are indicative only, and are not a promise of performance, and a plan that delivers a working connection is performing as sold even where the speed is lower than you expected, lower than at home, or lower than on a previous trip. Mobile networks are shared resources and the operator carrying your traffic may prioritise or manage that traffic during congestion, and where an operator applies a published speed threshold to a plan we sell we state it on that product page before you buy; eSIM plans rely on roaming agreements between operators, service may be limited or unavailable on particular networks or in particular countries, and those arrangements can change during the life of your plan. We nevertheless treat a plan as performing normally only where it delivers a usable connection, and if usable speed remains below 1 Mbps for more than 20 continuous hours while you are in a covered area with signal and eligible under section 4, that is a service failure rather than normal variation and the remedies in the Refund Policy apply, as they do wherever performance is materially worse than the product page described.

11. Third-Party Networks & Partners

The Service depends on Supply Partners, hosting providers, and payment processors. As a result:

• We do not control third-party coverage, outages, routing, or speed.
• Third parties may apply technical limits, fair use thresholds, or service restrictions.
• Some features may not work on certain devices, operating system versions, or in certain countries.

This does not remove our responsibility to you for the product we sold. Where a Supply Partner fails and your plan does not work, your remedy under the Refund Policy is against us, and we deal with the partner ourselves.

12. Acceptable Use

Personal use. Plans are sold for personal use, on one device, by the person who bought them. We do not limit how much of your allowance you use, or how fast you use it. The restrictions in this section are directed at commercial, automated, and infrastructure use, which is a different thing from heavy personal use by a traveller.

Sharing, redistribution and resale. You must not resell, sub-let, redistribute, or otherwise make the connection available to anyone else, whether for payment or free of charge. You must not operate the connection as a shared or public internet service. Personal tethering to your own laptop or tablet while you travel is permitted unless the product page says otherwise.

Prohibited uses. You must not use the Service to:

1. Mine cryptocurrency, validate blockchain transactions, or run any distributed computing workload.
2. Operate a router, CPE, fixed wireless access unit, mobile broadband dongle, or any device used to provide a fixed internet connection to premises.
3. Replace a home, office, shop, or site broadband connection.
4. Run a public, commercial, or shared Wi-Fi hotspot for third parties.
5. Redistribute, resell, or resell-by-the-hour the connection to other travellers, guests, tenants, or customers.
6. Operate a SIM box, GSM gateway, or any equipment used to terminate voice or messaging traffic.
7. Operate a SIM farm, device farm, modem pool, or any bank of devices operating unattended.
8. Send bulk SMS or bulk messaging traffic of any kind.
9. Operate a VPN exit node, proxy server, residential proxy network, or Tor relay for third parties.
10. Host a public-facing server, website, game server, or API endpoint.
11. Run continuous automated uploads or downloads, mirroring, or bulk data synchronisation.
12. Seed peer-to-peer or torrent traffic at scale.
13. Operate unattended CCTV, IoT, telemetry, tracking, or machine-to-machine devices on a continuous uplink.
14. Retransmit, rebroadcast, or relay IPTV or live video streams.
15. Run bots, crawlers, scrapers, or automated traffic generators.
16. Conduct click fraud, ad fraud, impression farming, or artificial traffic generation.
17. Carry out credential stuffing, account creation at scale, or account farming.
18. Send spam, phishing, or unsolicited commercial communications.
19. Distribute malware, ransomware, or any malicious code.
20. Launch denial of service attacks, port scans, penetration tests, or any attack on a network or system you are not authorised to test.
21. Probe, scan, or bypass security controls, or attempt unauthorised access to any account or system.
22. Spoof or alter device identifiers, tamper with the eSIM profile, or manipulate APN settings to circumvent operator controls.
23. Circumvent, or attempt to circumvent, any restriction applied by us or by a host network operator.
24. Use the connection in your country of permanent residence, contrary to section 4.
25. Use the Service for unlawful purposes, or in breach of sanctions, export controls, or local telecommunications law.
26. Do anything that damages network integrity, overloads infrastructure, or degrades service for other users.

Consequences. Where we or a host network operator detect any of the above, the plan may be suspended or terminated, by us or by the operator, without notice. A network operator may act on its own initiative and we may have no advance warning and no ability to reverse it. Plans terminated under this section are not refundable, and we may decline future purchases from the same account, device, or payment method.

Compensation. Where you breach this section, we may claim compensation from you for the losses we actually incur as a result. Those losses may include:

• wholesale data, network, and capacity charges passed on to us by a Supply Partner;
• penalties, fines, disconnection charges, or other amounts imposed on us by a host network operator, an eSIM aggregator, or a regulator;
• the cost of investigating the breach and of any technical work needed to remedy it;
• the cost of replacing or re-provisioning affected inventory, and of restoring service to other customers affected by it;
• amounts we are required to pay to third parties whose systems, networks, or rights were affected by your use;
• losses arising from suspension or restriction of our own supply arrangements as a result of your use; and
• reasonable legal, investigation, and recovery costs.

We claim only losses we can evidence, and we will give you a written breakdown on request. This right is in addition to our right to suspend or terminate under this section and to the indemnity in section 17, and it does not limit either. Nothing in this paragraph applies to ordinary personal use of the Service in accordance with these Terms.

13. Fraud, Security & Payment Disputes

• Fraud prevention: we use automated tools to detect unusual activity and may ask you to verify your identity or your payment method before we deliver or re-deliver an e-Good.
• Security: attempting to hack, scrape, reverse engineer, or defraud the Service may result in suspension, termination, and legal action as permitted by law.
• Payment disputes: if you do not recognise a charge or believe something has gone wrong, please contact us first. We can usually resolve it faster than a bank dispute, and our Refund Policy sets out clear timescales.
• Your right to dispute: contacting us does not affect your right to raise a dispute with your bank or card issuer. We will not restrict your account, refuse to serve you, or withhold a refund because you have exercised that right, and we do not ask customers to withdraw a dispute as a condition of a refund.
• Evidence: where a dispute is raised, we may provide your bank or payment provider with transaction, delivery, and usage records as evidence, as permitted by law.
• Fraudulent disputes: where a dispute is made dishonestly, we may suspend the account and recover amounts owed to us through lawful means.

14. Intellectual Property

• 22SIM branding, app design, content, software, and trade marks are owned by us or licensed to us.
• You receive a limited, non-exclusive, non-transferable licence to use the Service for personal purposes, subject to these Terms.
• You may not copy, modify, distribute, sell, lease, or create derivative works from the Service except where the law permits.

15. Disclaimers

To the maximum extent permitted by law, the Service and all e-Goods are provided “as is” and “as available”, without warranties of any kind beyond those given in these Terms and the Refund Policy.

Except for the minimum usable service commitment in section 10, we do not guarantee uninterrupted service, particular speeds, complete coverage, or that the Service will work with every device in every environment.

Nothing in this section excludes or limits any warranty or right that cannot be excluded or limited under the law that applies to you as a consumer.

16. Limitation of Liability

To the maximum extent permitted by law:

• We are not liable for indirect, incidental, special, consequential, or punitive damages, loss of profits, loss of data, or business interruption.
• Our total liability for any claim relating to a specific purchase is limited to the amount you paid for that product.
• We are not responsible for third-party failures outside our control, including carrier outages, country-level restrictions, device operating system faults, and app store or platform issues.

Nothing here limits liability for death or personal injury caused by negligence, for fraud, or for any other liability that cannot be limited by law. If you are a consumer, this section does not affect your statutory rights.

17. Indemnity

You agree to indemnify 22Service L.L.C-FZ and its affiliates against claims, damages, liabilities, costs, and reasonable legal fees arising from your misuse of the Service, your breach of these Terms, or your breach of any law or third-party right. This does not apply to ordinary consumer use of the Service in accordance with these Terms.

18. Privacy & Notices

• Your use of the Service is also governed by our Privacy Policy.
• We send service notices in-app and, where you have provided them, to your email or WhatsApp, for delivery, support, and security purposes.
• Please keep your contact details accurate and accessible so we can reach you about your order.

19. Changes, Suspension & Termination

• Changes: we may update these Terms or the Service for legal, technical, or business reasons. Material changes are announced in the app and by email where we hold your address.
• Suspension: we may suspend access where we reasonably suspect fraud, abuse, a security risk, or a breach of these Terms.
• Termination: we may end your access for repeated or serious breaches. If we suspend or terminate your access, plans you have already paid for and not yet used remain refundable under the Refund Policy unless the suspension relates to fraud.
• Your right to stop: you may stop using the Service at any time.

20. Governing Law & Consumer Rights

These Terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai, without regard to conflict of law rules. Disputes are subject to the competent courts of Dubai.

If you are a consumer, this does not deprive you of the protection of mandatory consumer law in your country of residence, and you may bring proceedings in your local courts where that law allows. Consumers in the EU may also use the European Commission’s online dispute resolution platform at ec.europa.eu/consumers/odr. Consumers in the UAE may contact the Ministry of Economy consumer protection service.

21. Miscellaneous

• Severability: if any provision is invalid, the rest remains enforceable.
• No waiver: not enforcing a right on one occasion does not waive it.
• Assignment: we may assign these Terms as part of a merger, acquisition, or transfer of assets. Your rights under the Refund Policy transfer with them.
• Entire agreement: these Terms, together with the Refund Policy and Privacy Policy, form the entire agreement between us regarding the Service.
• Language: these Terms are published in English and Arabic. Where the two versions differ, the English version prevails, except where the law that applies to you requires otherwise.

22. Contact