Terms & Conditions

Last updated: 11 September 2026

1. About these Terms

These Terms & Conditions govern the purchase and use of eSIM connectivity products sold under the Utelenet brand by BELL UGT LTD, registration number HE 445888, registered office at Alexandreias 2-4, Bridge Tower, Flat/Office 3A, 3013 Limassol, Cyprus ("Utelenet", "we", "us", "our").

By placing an order, you enter into a contract with BELL UGT LTD. The exact plan description, price, destination coverage, data allowance, validity, activation rules and other product-specific conditions displayed before payment form part of that contract.

2. Eligibility

You must be at least 18 years old, or otherwise have legal capacity to enter into the contract. If an eSIM will be used by another person, you are responsible for ensuring that the user complies with these Terms and any identification requirements that apply by law.

3. Nature of the service

Utelenet eSIM products provide access to mobile connectivity through participating telecommunications and roaming networks. Depending on the plan, the service may provide mobile data only or may also include voice and/or SMS. The features included in a plan are only those expressly stated on its product page or contract summary.

A data-only eSIM should not be relied upon for traditional cellular voice calls, SMS or emergency calling unless the product page expressly states that those functions are supported. You should keep an independent means of contacting emergency services when travelling.

4. Plan information before purchase

Before you pay, we will make available the main characteristics of the plan, which may include:

• destination country, region or coverage zone;
• included data allowance or unlimited-data rules;
• validity period and when validity starts;
• price, applicable taxes and mandatory charges;
• whether voice and SMS are included;
• speed, throttling or fair-use limitations where relevant;
• tethering/hotspot availability where relevant;
• device compatibility requirements;
• activation or installation deadline, if any;
• refund and withdrawal conditions;
• material geographic or technical restrictions.

You are responsible for checking that the selected plan is suitable for your destination, travel dates and device before purchase.

5. Device compatibility

Your device must support eSIM, be carrier-unlocked and be compatible with the networks used by the plan. Not every device model or software version is compatible with every eSIM or network. Compatibility tools or device lists are provided for guidance and may not cover every hardware, regional or firmware variant.

If you are unsure whether your device supports eSIM, contact us before purchase.

6. Orders and contract formation

The website allows you to review and correct your order before payment. The payment button will clearly indicate that placing the order creates an obligation to pay.

Your order is accepted when we send an electronic confirmation, make the eSIM available to you, or otherwise confirm acceptance in a durable medium. We may refuse or cancel an order before activation where reasonably necessary for fraud prevention, sanctions compliance, payment failure, technical unavailability, pricing error or legal/regulatory reasons. If we cancel a paid order before service is supplied, we will refund the amount due.

7. Prices, taxes and payment

Prices shown at checkout include VAT or other mandatory consumer charges where required by applicable law. The final payable amount will be displayed before you place the order.

Payments are processed by authorised payment service providers. We may receive transaction status, payment token or limited billing information, but we do not need to receive or store your full payment-card number where the payment provider handles it directly.

8. Electronic delivery

An eSIM is a digital service/profile delivered electronically. Delivery may take place through email, the website, a customer account, QR code, activation code, direct installation flow or another electronic method stated at checkout.

You are responsible for providing a valid email address and protecting your QR code, activation code and account credentials from unauthorised use.

9. Installation and activation

Follow the instructions supplied with the eSIM. Unless expressly stated otherwise:

• the QR/activation credentials are personal to the order and should not be shared;
• an eSIM profile may be designed for installation on one compatible device;
• deleting an installed eSIM can make reinstallation impossible or require technical support;
• mobile data roaming may need to be enabled;
• the device may need to use automatic or manual network selection;
• the plan validity trigger is the trigger specifically stated on the product page, such as installation, first connection to a supported network, or another stated event.

Do not assume that purchase itself starts validity unless the product page says so.

10. Coverage and network availability

Coverage maps, country lists and network information describe expected availability but cannot guarantee a signal at every location or time. Mobile services depend on third-party radio networks, local network conditions, device radio bands, congestion, terrain, buildings, maintenance, outages, local regulation and other factors outside our direct control.

Participating networks, routing arrangements and network availability may change. Where a material change affects an active plan, we will provide the remedies required by applicable law and, where reasonably possible, an alternative technical solution.

11. Speeds and quality of service

Actual speed and latency may vary. Any advertised maximum, typical or estimated speed is subject to the plan description and network conditions. Fair-use, network-management or throttling rules will be disclosed where applicable.

We do not promise uninterrupted or error-free connectivity, but we remain responsible for supplying the service in conformity with the contract and for the mandatory remedies available to consumers under applicable law.

12. International roaming and permanent roaming

The eSIM service is intended for the international roaming/travel use described in the relevant plan. Continuous or permanent roaming may be restricted by network rules or plan conditions. We may suspend or limit use that is inconsistent with the plan, applicable law or legitimate network rules, after taking reasonable account of the circumstances and consumer rights.

13. Fair and lawful use

You must use the service lawfully and in accordance with the Acceptable Use & Fair Use Policy. Prohibited conduct includes fraud, unauthorised resale, interference with networks, attempts to bypass technical restrictions, abusive automated traffic and use that is illegal in the country where the service is used.

14. Customer responsibilities

You are responsible for:

• choosing the correct destination and plan;
• using a compatible, unlocked device;
• installing and configuring the eSIM correctly;
• keeping activation credentials secure;
• complying with local laws and any lawful user-identification requirement;
• contacting support promptly when troubleshooting is needed;
• not deleting the eSIM profile while a technical issue is being investigated unless support instructs you to do so.

15. Support

Utelenet provides customer-facing first-line support. Contact our contact details with your order number, device model, destination, screenshots of relevant settings where appropriate, and a description of the issue.

Technical matters may be escalated to network, hosting, platform or infrastructure service providers where necessary to diagnose or resolve the issue. We do not need to disclose confidential commercial terms or supplier identities in order to provide support.

16. Identification and regulatory checks

Where applicable law requires identity verification, subscriber registration or other regulatory checks for a SIM/eSIM or telecommunications service, we may require the information and evidence reasonably necessary to comply. If required information is not provided, activation or continued service may be unavailable.

17. Suspension or restriction

We may suspend, restrict or terminate service where reasonably necessary because of:

• suspected fraud or unlawful use;
• non-payment or chargeback abuse;
• a material breach of these Terms or the Acceptable Use Policy;
• a security threat or network abuse;
• sanctions or legal/regulatory requirements;
• a request by a competent authority;
• technical or network circumstances that make continued service impossible.

Where appropriate and legally permitted, we will provide notice and a reasonable opportunity to remedy the issue. Suspension does not remove mandatory consumer rights.

18. Consumer withdrawal and refunds

Consumers may have a statutory 14-day right of withdrawal for distance contracts. Because eSIM services are normally supplied electronically and may start immediately, special rules apply when you ask us to begin performance before that period expires.

Our Refund, Cancellation & Right of Withdrawal Policy explains the process, including express consent for immediate supply, unused eSIMs, activated/used services, duplicate purchases and defective or non-conforming services. That policy forms part of these Terms.

19. Conformity and statutory remedies

We will supply digital content and services in conformity with the contract as required by applicable law. If an eSIM or connectivity service is defective or does not conform to what was agreed, you may be entitled to restoration of conformity, replacement or another remedy, price reduction or termination/refund where the legal conditions are met.

Nothing in these Terms excludes or restricts mandatory legal guarantees or statutory remedies.

20. Service changes

We may update technical features, network arrangements or these Terms where reasonably necessary for security, legal/regulatory compliance, technical development or service operation. We will not use a change clause to remove mandatory rights or retrospectively impose a material disadvantage on a completed purchase without a lawful basis.

Plan-specific pricing and conditions applicable to a completed order remain governed by the contract for that order, subject to changes allowed by law and expressly disclosed contractual mechanisms.

21. Third-party networks and infrastructure

The service depends on mobile operators, roaming partners, internet infrastructure, cloud hosting, payment systems and other technical providers. Their involvement does not make them the seller of your Utelenet order unless expressly stated otherwise.

We may share limited data with such providers where necessary to deliver the service, prevent fraud, process payment, provide support or comply with law, as described in the Privacy Policy.

22. Liability

Nothing in these Terms excludes or limits liability where exclusion or limitation is prohibited by law, including liability for fraud, wilful misconduct, death or personal injury caused by negligence where applicable, or mandatory consumer remedies.

To the extent permitted by law, we are not responsible for losses caused solely by circumstances outside our reasonable control, an incompatible or locked device, incorrect customer configuration, unauthorised sharing of activation credentials, or a customer selecting a plan that does not cover the required destination, provided we supplied the required pre-contract information accurately.

For business customers, additional liability limits may be agreed in a separate B2B agreement.

23. Force majeure

We are not liable for delay or failure caused by events beyond our reasonable control, such as widespread network or power failures, natural disasters, war, civil disturbance, governmental restrictions, major cyber incidents, or failures of telecommunications infrastructure that could not reasonably be avoided. This clause does not remove rights that consumers retain under mandatory law.

24. Intellectual property

The Utelenet brand, website content, software, documentation and design are protected by intellectual property law. You may use the eSIM and related materials only for the purpose for which they were supplied. You must not reverse engineer, copy, resell or commercially exploit protected technology except where law expressly permits it or we have agreed otherwise in writing.

25. Privacy

Personal data is processed in accordance with our Privacy Policy. Optional analytics, advertising or similar cookies are governed by the Cookie Policy and your consent choices.

26. Complaints

Please first contact our contact details so we can investigate. Our Complaints & Dispute Resolution Policy explains escalation routes and relevant consumer/regulatory bodies.

27. Governing law and jurisdiction

These Terms are governed by the laws of Cyprus. If you are a consumer habitually resident in another country, this choice of law does not deprive you of mandatory consumer protections that apply to you under applicable conflict-of-laws rules.

Nothing in these Terms prevents a consumer from bringing proceedings in a court that has jurisdiction under mandatory consumer jurisdiction rules. B2B disputes may be subject to a different written agreement.

28. Severability and entire agreement

If a provision is unenforceable, the remaining provisions remain effective to the extent permitted by law. The contract for your order consists of these Terms, the plan-specific information, the contract summary where applicable, and the policies expressly incorporated into the purchase.

29. Contact

BELL UGT LTD Registration no. HE 445888 Alexandreias 2-4, Bridge Tower, Flat/Office 3A, 3013 Limassol, Cyprus Contact: our contact details