Travel eSIM Terms

1. About these Product Terms

1.1 These Product Terms apply to Talk4 Travel eSIM packages purchased for temporary use outside the United Kingdom supplied by Talk4 Communications Ltd trading as Talk4 Telecoms (“Talk4”, “we”, “us” or “our”) to an individual acting wholly or mainly outside their trade, business, craft or profession (“you” or “your”).

1.2 Our company number is 06827172. Our registered office is 38 Rothesay Road, Luton, England, LU1 1QZ. Customer support: 03333 445 456; support@talk-4.co.uk; www.talk4.co.uk.

1.3 Talk4 is a reseller/service provider and may use wholesale carriers, mobile network operators, access network operators, infrastructure providers and contractors to deliver the Service. Unless your Contract Information expressly says otherwise, your contract is with Talk4.

1.4 If there is any conflict, mandatory law and Ofcom rules take priority, followed by your Contract Summary and Contract Information, your Order/price plan, these Product Terms, the Consumer General Terms and then other incorporated policies, unless a document expressly states a different lawful order of precedence.

2. Before you enter the Contract

2.1 Before you are bound, we will provide the written Contract Information and Contract Summary required by applicable Ofcom rules. They identify the main characteristics of your Service, price, minimum term, any usage limits, speed/quality information where relevant, termination arrangements and other key terms.

2.2 You must be at least 18 and authorised to order the Service and use the relevant service address, device or account.

2.3 Product availability is subject to technical/network availability and any eligibility requirements shown at the point of sale.

3. Price and package validity

3.1 Travel eSIM packages are normally prepaid or purchased for a stated validity period. The total price, included data, destination/zone, validity period and any taxes/fees are shown before purchase.

3.2 The Talk4 12/24-month fixed-price commitment does not apply to a one-off Travel eSIM unless the Travel eSIM is expressly sold as part of such a fixed-term contract. Once you have bought a specific Travel eSIM package, we will not increase the price of that purchased package.

4. What a Travel eSIM provides

4.1 A Travel eSIM provides the services expressly shown for the selected package, usually mobile data through overseas partner networks. Voice calling, SMS and a conventional mobile number are not included unless the product page/Contract Information says they are.

5. Device compatibility

5.1 You must have an unlocked eSIM-compatible device supporting the network bands/technology used in the destination. Compatibility information is indicative; local network capability can vary.

5.2 You are responsible for installing the correct eSIM profile and selecting it for mobile data. Deleting an eSIM may make it unusable; contact us before deletion if you need to transfer/reinstall.

6. Activation and validity period

6.1 The product page must state whether the validity period starts on purchase, eSIM installation, first connection to a supported network or another clearly defined event. That rule forms part of your Contract.

6.2 Unused allowance expires at the end of the stated validity period unless the package expressly says it rolls over or can be extended.

7. Countries/zones and partner networks

7.1 Only countries and territories expressly listed for the purchased package are included. “Europe”, “EU”, “Global” or other zone descriptions are defined by the destination list shown at purchase and do not imply every country commonly associated with that label.

7.2 Service is supplied through local partner networks. We cannot guarantee a specific partner network or coverage at every location.

8. Data allowances, speeds and tethering

8.1 Any data cap, daily cap, fair-use limit, speed cap, throttling rule or tethering restriction will be shown before purchase. If a package is described as unlimited, any applicable objective fair-use/speed policy must be clearly disclosed.

8.2 Actual speed depends on local network conditions, radio coverage, device capability, roaming arrangements, congestion and routing. Travel eSIM traffic may be routed through another country, which can affect latency and the apparent IP location.

9. Calls/SMS and emergency calling

9.1 Data-only Travel eSIMs do not provide ordinary mobile voice/SMS or 999/112 access through the eSIM itself. Keep another means of contacting emergency services. Where a package includes voice/SMS, applicable emergency-call rules will be stated.

10. Top-ups and add-ons

10.1 Additional data/top-ups, where offered, are separate purchases with their own price, allowance and validity. They do not extend the original package unless expressly stated.

11. Refunds and cancellation

11.1 Statutory consumer cancellation rights apply where applicable. If you buy online, you will normally have a 14-day cancellation period for the service contract, subject to lawful exceptions and the rules on beginning/fully performing a service during that period.

11.2 If you expressly ask for immediate activation/supply during the cancellation period and use the Service, we may charge a proportionate amount for what has been supplied where permitted. If the Service is fully performed during the cancellation period at your express request and with the legally required acknowledgement, the right to cancel may end on full performance.

11.3 Outside statutory rights, a Travel eSIM that has been activated or used is normally non-refundable because network capacity/data has been supplied. If it has not been activated/used, any additional Talk4 refund policy shown at purchase applies. Nothing in this clause restricts remedies for a faulty or misdescribed service.

12. Network availability

12.1 Temporary outages, local restrictions, device settings, border/network handovers and local operator policies may affect service. Contact us before purchasing another connectivity product if possible so we can troubleshoot.

13. Fair use and prohibited use

13.1 The service is for personal travel connectivity. You must not resell connectivity, operate a public access service, use automated abusive traffic, interfere with networks or use the eSIM unlawfully.

14. Loss/device changes

14.1 If your device is lost or replaced, contact us. Reissue/transfer depends on the eSIM platform and package. A replacement may not be technically possible once an eSIM has been installed or activated.

15. Changes before purchase

15.1 We may change or withdraw Travel eSIM packages for future purchases. Changes do not retrospectively reduce the allowance or validity of a package you have already bought, except where required by law/security or where another lawful change process and remedy applies.

16. Faults and service problems

16.1 We will provide the Service with reasonable care and skill. If the Travel eSIM does not activate or work as described, contact us promptly so we can investigate configuration, device compatibility and local network availability. Where the Service is faulty or misdescribed, statutory remedies remain available.

17. Our responsibility to you

17.1 Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.

17.2 We are responsible for foreseeable loss or damage caused by our breach of Contract or failure to use reasonable care and skill. We are not responsible for business losses arising from a personal Travel eSIM, to the extent permitted by law.

18. Privacy and security

18.1 We process personal information in accordance with our Privacy Notice and applicable UK data protection law. Roaming/traffic data may also be processed by overseas partner networks as necessary to provide the Service.

18.2 Keep your eSIM activation credentials and account secure. Tell us promptly if your device or credentials are lost, stolen or compromised.

19. Complaints and ADR

19.1 Complaints can be made under our Customer Complaints Code using 03333 445 456, support@talk-4.co.uk or the postal address stated above. Where the complaint concerns a regulated communications service and you are eligible, ADR rights apply in accordance with the current Ofcom rules and our Complaints Code.

20. General

20.1 If part of these Terms is invalid or unenforceable, the remaining provisions continue to apply. These Terms are governed by the law applicable to the part of the United Kingdom where you live, and you may bring proceedings in the courts available to you under consumer law.