1. Who you are contracting with

These Terms of Sale & Service (the “Terms”) are a legally binding agreement between you (the “Customer,” “you”) and Airliy, operating the storefront at airliy.esimstore.io (the “Store,” “we,” “us”). The Store is the seller of record and the only party you contract with for your purchase.

2. Who can buy — 18+ only

The Store’s products are intended only for persons aged eighteen (18) years or older (or the age of majority in your jurisdiction, if higher). By purchasing, you confirm you meet that age requirement. If you are under 18, do not complete the purchase, and we will cancel and refund any order we reasonably believe was placed by a minor.

3. What you are buying

You are buying one or more of the following digital products, as described on the product page at the time of purchase:

• An eSIM data plan for use in a specified country, region, or globally, with a defined data allowance and validity period;
• Related digital services such as top-ups, virtual numbers, VoIP minutes, or bundled communication services.

The product is digital — we deliver it electronically (typically by email and in-account) as a QR code, activation code, or profile. No physical SIM is shipped unless expressly stated on the product page.

All coverage, speed, 5G/4G availability, supported devices, roaming networks, and network performance depend on third-party carriers and your device. We describe what carriers tell us and do not independently guarantee those technical parameters.

4. Device compatibility is your responsibility

eSIMs only work on eSIM-compatible and carrier-unlocked devices. Before purchasing, you must confirm your device supports eSIM and is not locked to a specific operator. We are not responsible if your device turns out to be incompatible or carrier-locked, and, except where mandatory consumer law says otherwise, no refund is due in that case once the eSIM has been delivered or activated.

5. Pricing, currency, and payment

Prices are shown on the product page in the currency displayed at checkout. Prices are set by the Store and may change at any time; the price applicable to your order is the one displayed at the moment you complete checkout.

Payment is collected at checkout by a third-party payment processor (for example, Stripe or another gateway). The processor’s own terms apply to the payment transaction. Your card issuer or bank may apply currency-conversion or foreign-transaction fees that are outside our control.

Where required by law, applicable VAT or equivalent tax is added at checkout or included in the displayed price.

6. Delivery and activation

Delivery is electronic and usually instant. If you do not receive your QR code or activation details within a reasonable time, check your spam folder and then contact us using Section 14.

Your eSIM or service starts (“activates”) either automatically on first attachment to a supported network, or on the start date you select, or when you manually enable it — as described on the product page. Once activated, the validity countdown begins and cannot be paused, reset, or transferred.

7. Fair Use — for travellers, not local residents

Our eSIMs and connectivity products are designed and priced for short-term traveller use. They are not a substitute for a local residential or business mobile subscription, and they rely on carrier commercial terms that assume traveller-style usage.

7.1 Permitted use

Normal traveller use for the duration of your trip — browsing, maps, messaging, social apps, calls over data, and occasional tethering consistent with ordinary personal use.

7.2 Not permitted

• Use by a resident of the destination country or region;
• Use as a primary home, office, or business internet line;
• Permanent local connectivity or continuous 24/7 use from a static location;
• Heavy or continuous tethering / hotspot use as a substitute for a fixed internet connection;
• Commercial redistribution, reselling the data, IoT/M2M deployments, SIM-boxing, bulk SMS origination, VPN-bank farming, crypto-mining traffic;
• Fraudulent, abusive, illegal, or carrier-violating activity.

7.3 Automatic blocking without refund

8. Refund policy

8.1 When refunds are available

• Not-yet-delivered orders — if we have failed to deliver your eSIM or activation details within a reasonable time and cannot resolve the issue, you may request a full refund;
• Technically defective — if the eSIM is genuinely defective (for example, the profile fails to install on a device confirmed compatible, and we cannot fix it) and you contact us within a reasonable time, we will investigate and, where the defect is confirmed, refund the unused portion;
• Your statutory rights — nothing in these Terms limits any mandatory consumer right under UAE law or the law of your country of residence.

8.2 When refunds are not available

• The eSIM has been installed, activated, or used (unless technically defective);
• Your device is incompatible or carrier-locked;
• You chose the wrong country, region, or plan;
• You did not use the data within the validity period;
• Coverage or speed in a particular location did not meet your expectations, but the carrier’s service was operating within normal parameters;
• Your eSIM was throttled, suspended, or blocked under Fair Use (Section 7);
• You removed or deleted the eSIM profile from your device;
• The eSIM expired and has a single-use QR code that was never installed within its validity window.

Approved refunds are issued to the original payment method. Processing time depends on the payment processor and your bank. Chargebacks filed before contacting the Store may result in your account being restricted.

9. No guarantees on coverage or performance

We sell connectivity supplied by third-party carriers. We do not own or operate the networks. We do not guarantee uninterrupted availability, particular speed, specific 5G/4G coverage, roaming partner selection, handover quality, or that any specific application (including VoIP, video calling, VPN, gaming, or streaming) will work at any given location. Coverage maps and speed indications are based on carrier information and are provided for guidance only.

10. Your obligations

• Use the service only for lawful purposes and in compliance with the laws of the country you are in;
• Comply with the Fair Use rules in Section 7;
• Keep your account credentials, eSIM QR code, and activation details confidential — a QR code that becomes known to someone else may be misused and we cannot reissue it;
• Do not resell, sublicense, or commercially redistribute the eSIM or service without our prior written consent;
• Do not reverse-engineer, tamper with, or attempt to bypass any technical controls on the eSIM, platform, or carrier network.

11. Privacy and data

To deliver and operate the service, we collect and process personal data about you (for example, your name, email, device identifiers, IP address, order data, and — where applicable — proof of identity for AML compliance). We share the data with Troveana (our upstream wholesale supplier), upstream carriers, the payment processor, and other service providers strictly as needed to deliver the service, prevent fraud, enforce Fair Use, and comply with law.

We, and our upstream suppliers, operate tracking, analytics, anti-fraud, and Fair-Use detection systems on the storefront and on the service. Our processing complies with applicable data-protection laws, including the UAE Personal Data Protection Law (Federal Decree-Law No. 45 of 2021), and, where applicable to you, the EU GDPR, the UK GDPR, and the California CCPA / CPRA.

Full details — the categories of data we collect, lawful bases, retention, international transfers, and how to exercise your rights of access, deletion, correction, opt-out of sale/share, and portability — are in our separate Privacy Notice available at airliy.esimstore.io/privacy.

12. Intellectual property

All content on the storefront — including brand names, logos, product images, software, designs, text, and the underlying platform — is owned by the Store, Troveana, or our licensors, and is protected by intellectual-property laws. You receive only a limited, revocable, non-transferable right to use the storefront and the purchased service for your own lawful personal use. You may not copy, reproduce, resell, or create derivative works without prior written consent.

13. Limitation of liability

To the fullest extent permitted by law, the Store’s total liability to you arising out of or in connection with these Terms, any order, or the service is limited to the amount you actually paid for the specific order giving rise to the claim. We are not liable for indirect, incidental, special, consequential, punitive, or exemplary damages, or for lost profits, lost data, lost opportunity, or reputational harm.

We are not liable for any loss or delay caused by events beyond our reasonable control, including carrier outages, payment-processor outages, internet disruptions, war, terrorism, civil unrest, sanctions action, regulatory action, natural disasters, pandemics, or other force-majeure events. Nothing in these Terms excludes or limits liability that cannot be excluded or limited under mandatory law.

14. Customer support and complaints

For any question, activation issue, refund request, or complaint, please contact the Store first and only:

• Email: [email protected]
• In-store support: airliy.esimstore.io/help

We aim to respond within a reasonable time, usually a few business days. Please do not contact Troveana or its upstream carriers — they do not handle customer support for Store customers, and routing your request through them will delay, not speed up, a resolution.

15. Changes to these Terms

We may update these Terms from time to time. The updated version takes effect when posted at airliy.esimstore.io and applies to orders placed after the update. Material changes will be highlighted on the storefront or, where required, notified to you by email. The Terms in force at the moment you place an order govern that order.

16. Governing law and disputes

These Terms, your purchase, and any non-contractual obligations arising out of or in connection with them are governed by the federal laws of the United Arab Emirates and, to the extent not covered by federal law, the laws of the Emirate of Dubai (including the rules of the free zone in which Airliy or its upstream supplier is licensed), without reference to conflict-of-laws principles.

The competent courts of the United Arab Emirates (or, where applicable, the relevant free-zone courts or arbitration centre) have exclusive jurisdiction over any dispute not resolved through the customer-support process. Nothing in this Section removes any mandatory consumer-law right that applies to you in your country of residence.

17. General

• Entire agreement: these Terms, together with our Privacy Notice and any order-specific terms shown at checkout, are the entire agreement between you and the Store on the subject matter;
• No waiver: a failure to enforce any part of these Terms is not a waiver of the right to enforce it later;
• Severability: if any provision is found unenforceable, the rest remains in effect;
• Assignment: you may not assign these Terms without our consent; we may assign to an affiliate, successor, or acquirer;
• Language: these Terms are written in English; any translation is for convenience only and the English version prevails to the extent permitted by law.