Terms of service

These terms explain how our prepaid travel eSIM services work, what to check before purchase and your rights if something goes wrong.

Contents

1. About these terms
2. Eligibility and accurate information
3. What we supply
4. Device compatibility and customer setup
5. Digital delivery and installation
6. Activation, validity and expiry
7. Coverage, speeds and network availability
8. Unlimited plans and fair usage
9. Usage, top-ups and hotspot
10. Your primary SIM and third-party charges
11. Orders, pricing and payment
12. Cancellation, refunds and statutory rights
13. Problems and support
14. Acceptable use and fraud prevention
15. Third-party services and links
16. Intellectual property and feedback
17. Liability and legal protections
18. Changes and severability
19. Governing law and disputes
20. Company information

01 About these terms

These Terms of Service (Terms) govern purchases from Astaroam and use of astaroam.com and related customer services. Astaroam is operated by M&U GROUP LTD (we, us, our). By placing an order, you agree to these Terms. Our Privacy Policy explains how personal information is handled. Nothing in these Terms limits rights that cannot lawfully be excluded.

02 Eligibility and accurate information

You must be legally capable of entering into a contract and provide accurate contact and payment details. You are responsible for keeping your email address accessible and your account credentials secure. You must be authorised to use the payment method submitted. We may undertake reasonable identity, payment or fraud checks and may decline or cancel orders where justified, including suspected unauthorised transactions, subject to applicable law. If we cancel a paid order before supply, we will refund the amount paid unless lawfully withheld.

03 What we supply

Astaroam sells prepaid travel eSIM plans delivered electronically. Plans may be data-only or, where expressly advertised, include voice or messaging. Coverage countries, data allowances, validity, network access, available speeds and any restrictions are those shown for the selected plan at purchase. A plan for one country does not provide coverage elsewhere unless expressly stated. Our products do not necessarily provide a telephone number or access to emergency calling; do not rely on a data-only eSIM for emergency calls.

04 Device compatibility and customer setup

Before ordering, you are responsible for checking that your device supports eSIM, is network-unlocked, supports the relevant networks and is suitable for your destination. Compatibility can vary by model, region and carrier. You are responsible for following the installation instructions, selecting the correct line for mobile data, enabling data roaming where required, and applying any supplied APN or network-selection instructions. If you are unsure, contact us before purchase. These requirements do not remove your statutory rights where we have provided incorrect information or a faulty service.

05 Digital delivery and installation

We normally provide eSIM installation details electronically to the email address used at checkout and/or through the customer eSIM page. Delivery times are estimates unless we expressly agree otherwise. You must provide a correct email address and check spam folders. An eSIM QR code or installation code may be intended for a single installation and may not be transferable or reinstallable after deletion. Do not delete an installed eSIM as a troubleshooting step unless our support team advises you to do so. Contact us promptly if delivery fails.

06 Activation, validity and expiry

Each plan has its own activation and validity rules, shown in its product information or supplied instructions. Depending on the plan, validity may begin on installation, first connection to a supported network, or another specified event. Installing an eSIM does not always mean that its data allowance has begun. Plans may have an installation or activation deadline. Once a plan expires, unused allowances are normally forfeited and cannot be carried forward unless expressly stated. Purchasing a new plan may be necessary after expiry.

07 Coverage, speeds and network availability

Connectivity is delivered over third-party mobile networks and depends on local coverage, terrain, buildings, congestion, device capabilities, network maintenance, roaming arrangements and other factors beyond our reasonable control. References to 4G or 5G describe possible network access, not a guarantee of continuous 4G/5G service, any particular speed, or uninterrupted connectivity at every location. Temporary interruptions and variations may occur. We will provide the service with reasonable care and skill and will not exclude remedies required by applicable consumer law.

08 Unlimited plans and fair usage

“Unlimited” does not necessarily mean unlimited high-speed data. Where a plan is subject to a fair usage policy, daily high-speed threshold, traffic management or reduced speeds after a threshold, the applicable conditions should be stated in the plan details. Please review those conditions before ordering. Network operators may manage traffic in accordance with disclosed plan terms and applicable law. We will not rely on restrictions that were not adequately disclosed to you before purchase.

09 Usage, top-ups and hotspot

Data consumption and remaining allowance may be based on usage records provided by network partners, which can be delayed. Device-reported usage may differ. Top-ups are available only for eligible plans and eSIMs, and may require the original eSIM to remain active and within its permitted period. Availability, timing and prices are shown at the point of top-up. Hotspot or tethering is available where supported by the plan, device and network; it is not guaranteed for every plan. Your plan may stop providing data when its allowance is exhausted or its validity ends.

10 Your primary SIM and third-party charges

An eSIM may be used alongside a physical SIM or another eSIM where supported by your device. You are responsible for checking your device's mobile-data, roaming and call settings. Your home mobile provider may charge you for roaming, calls, texts or data used on your primary line. Astaroam is not responsible for charges imposed by another provider as a result of your device settings or use of that provider's service, except where liability cannot lawfully be excluded.

11 Orders, pricing and payment

Placing an order is an offer to purchase. We may accept the order by confirming it and/or supplying the purchased eSIM. Prices and any applicable taxes are shown at checkout; the checkout total is the amount payable. We may correct genuine pricing or listing errors, but if this affects an order we will contact you and provide an appropriate choice or refund as required by law. Promotional discounts may be subject to separately stated conditions. We may limit or refuse orders where reasonably necessary to prevent fraud, abuse or unlawful activity.

12 Cancellation, refunds and statutory rights

Our voluntary refund policy describes the advertised 30-day unused-eSIM refund guarantee, its eligibility criteria and how to request a refund. For this voluntary guarantee, an eSIM is considered used once activated, regardless of data consumption. That guarantee is additional to, and does not replace, mandatory consumer rights. Whether a statutory cancellation right applies, and whether it can be lost following early supply with the required consent and acknowledgement, depends on applicable law and the nature of the product or service. Accessing a QR code does not, by itself, necessarily remove statutory cancellation rights. We may use supplier installation, activation and usage records to assess claims, while considering errors or inaccuracies in those records. Nothing in these Terms excludes remedies for services not provided with reasonable care and skill or other rights that cannot legally be excluded.

13 Problems and support

If you experience a problem, contact support@astaroam.com or use our Contact page as soon as practical. We may ask for your order number, device model, screenshots of relevant settings, and reasonable troubleshooting steps to diagnose the issue. Do not share passwords or payment-card details. We will assess the circumstances and offer an appropriate remedy where required by law or our published policies.

14 Acceptable use and fraud prevention

You must not use our website or services unlawfully, attempt unauthorised access, interfere with systems, scrape or copy protected content in breach of applicable law, use stolen payment details, resell services where prohibited, or misuse network services. Where reasonably justified, we may suspend access, investigate suspicious orders or stop misuse. We will act proportionately and will not deprive you of statutory remedies for services we fail to provide.

15 Third-party services and links

Our website is hosted using Shopify and may link to independent websites or services. Mobile connectivity is provided using third-party networks and technical partners. We do not control independent third-party websites or their content. This does not remove Astaroam's responsibility for obligations we owe you under our contract or applicable law. See our Privacy Policy for information about data processing.

16 Intellectual property and feedback

The website's branding, original content, design and other protected materials belong to us or our licensors. You may use them for personal, lawful shopping and support purposes, but may not reproduce or commercially exploit them without permission unless the law allows it. If you voluntarily submit a review or feedback, you grant us a non-exclusive, worldwide, royalty-free licence to reproduce and display it in connection with our business, subject to applicable privacy and consumer laws. You must have the right to submit any content you provide.

17 Liability and legal protections

We do not promise uninterrupted service or specific network speeds where these depend on third-party mobile networks. To the extent permitted by law, we are not responsible for losses that were not reasonably foreseeable when the contract was made, or for business losses arising from purchases made for personal use. We do not exclude or limit liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability or consumer remedy that cannot lawfully be excluded or restricted. Any other exclusion or limitation applies only to the extent it is fair and enforceable under applicable law.

18 Changes and severability

We may update these Terms for future purchases by publishing a revised version on this page. Changes will not retrospectively remove rights under an existing order. Where legally required, we will give notice of material changes. If a provision is found invalid or unenforceable, the remaining provisions continue to apply so far as legally possible. Failure to enforce a right immediately does not necessarily waive it.

19 Governing law and disputes

These Terms are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply in your country of residence. Nothing in this clause prevents consumers from bringing proceedings in a court available to them under applicable mandatory law. Please contact us first if you have a complaint so we have an opportunity to resolve it.

20 Company information

Astaroam is operated by M&U GROUP LTD, a company registered in England and Wales. Registered office: 128 City Road, London, EC1V 2NX, United Kingdom. Email: support@astaroam.com. Company number: 16866657. The registered office is a statutory correspondence address and is not necessarily a customer service location.