Terms of sale
These terms cover every eSIM plan sold on this site. They are written to be read: short clauses, plain words, no Latin. Where anything here is less favourable to you than the law requires, the law wins.
Who you are buying from
Fadó is a company registered in Ireland. Our registered address is Dublin, Ireland and our company number is TODO_COMPANY_NUMBER. We are the seller: your contract for an eSIM plan is with Fadó, an Irish company.
We are not a mobile network operator. We do not operate a network, and we do not hold a network licence. We sell connectivity that a specialist supplier provides and hosts (clause 9). You deal with us. We deal with the supplier.
What you are buying
You are buying a digital data plan, delivered as an eSIM profile that you install on your own device. You are not buying a device, a handset or a physical SIM card, and we do not supply or repair hardware.
A plan gives you a stated amount of mobile data, on the networks named on the plan page, for the stated number of days. Most of our plans are data-only: unless the plan page says otherwise, there is no phone number, no incoming calls and no SMS with the plan. Some plans cover several countries at once; the plan's own covered-country list is what is actually covered, and it is on the plan page.
How the contract is formed
You order on this site and pay by card through Stripe. We take the payment; the card details never touch our servers. The contract is formed when we issue your eSIM and send you the install link, which normally happens within a minute of payment. The price and the plan details are the ones shown on the plan page at the moment you placed the order.
Price and VAT
Prices are in euro. We are not yet registered for VAT, so no VAT is charged on any sale: the price you see is the price you pay, and it is not added to at the till. We do not add a card-processing fee, a currency-conversion fee or a "call-out" fee to the price you agreed.
When our turnover approaches the VAT registration thresholds, we will register (in Ireland, and through the EU's One Stop Shop for sales to consumers elsewhere in the EU) and the prices will become VAT-inclusive at the rate that applies where you are. The price of a plan is always fixed when you order it, and any change like that one will be stated on this page.
The price of a plan is fixed when you order it. Top-ups (clause 8) are priced separately and shown before you pay for them.
Your device
You need a device that supports eSIM, that is not carrier-locked, and that is compatible with the plan. Most phones from the last few years qualify. You also need a working internet connection when you install the profile, so that it can download.
Install the eSIM on the device you intend to use it on. An installed profile is normally tied to that device. If you think you will need to move it to another device, ask us first: we can often re-issue it, but by then the plan may already have started and we cannot promise every network behaves the same.
Buying, activating and validity
You can buy a plan up to 180 days before you travel. The plan's validity period (the number of days stated on the plan page) does not start when you buy. It starts when your device first connects to a network in the covered country. We call that first connection activation, and it is the moment the clock starts.
In short: buying early costs you nothing in validity days, but those days do not begin until you land. A plan that has not been activated within 180 days of purchase expires and can no longer be used.
Coverage and speed
Plans run on third-party networks that we do not control. Coverage and speed follow the host network, which means the host network's own coverage map, congestion, deprioritisation and fair-use rules apply on the day. We publish the coverage our supplier publishes for each plan; that coverage can change, and it is a statement of the supplier's published position rather than a guarantee that a given street, building or rural area will have a signal.
We do not promise continuous, uninterrupted or unlimited service. We do not promise coverage in places the supplier does not list.
Fair use, daily allowances and top-ups
On a plan with a daily allowance, the allowance resets each day. Once you have used the day's allowance, the speed is reduced to 512 Kbps until the next day's allowance resets. On other plans, you can use the data any way you like within the validity period.
A top-up adds data to the eSIM you already have. It stacks on top of your plan and runs from the same activation date, so buying a top-up does not restart your clock. Not every plan supports top-ups; if your order page has no top-up option, your plan does not.
Our supplier, and why it does not matter to you
We buy the connectivity from eSIM Access, a company in Hong Kong. They provision the eSIM profile and host the network access. They are our supplier, not your counterparty: your contract is with us, and you never have to chase them for anything.
If something goes wrong at their end, that is our problem to fix. We are responsible to you for delivering the plan you paid for, in line with clause 11.
Who we sell to, and acceptable use
We sell to consumers in the markets we support, which are listed on this site. We do not sell the service for resale, and we do not sell it for business use. If we believe an order is for resale, we may cancel it and refund you.
Use the service lawfully, and do not use it to send spam, to attack systems, or in any way that breaks the law or the supplier's terms. We may suspend a plan that is being used in that way; we will tell you why, and we will refund the unused part of the plan.
Your rights if the plan is not as described
An eSIM is digital content, and the rules on digital content in the Consumer Rights Act 2022 apply to it. You have the right to digital content that is as described and as we promised it: it must work as the plan page says it works, and it must be fit for the purpose we told you it was for.
If it is not, we will put it right. In practice that means we repair or replace the plan, or reduce the price, or, if we cannot put it right, you may end the contract and get your money back. If a plan will not install, will not connect in a country the plan covers, or does not do what the plan page said, tell us and we will deal with it under this clause. These rights are in addition to the refund promise in clause 13 and the refund policy on the site.
Your 14-day right of withdrawal, and your consent to start early
When you buy digital content online you normally have 14 days to change your mind and get your money back. A plan is different from a physical good: once the eSIM has been installed and supplied, we cannot take it back and hand it to somebody else.
The law therefore lets us start supplying you immediately if you ask us to. To do that, two things have to happen: we have to ask you for your express consent to immediate performance, and you have to acknowledge that you lose your 14-day right to withdraw. We ask for that consent at checkout, and the install step is where we actually begin supplying the plan. If you do not ask us to start early, your right to withdraw runs out 14 days after you placed the order.
Tapping "install" is the point at which you ask us to begin, and the order page says so above the button. Until then your plan is simply waiting: an uninstalled, unused plan is refundable on request within 60 days of purchase (see the refund policy), and it stays usable for 180 days. Those are our own promises, and they are wider than the statutory minimum.
Refunds
Our refund policy is on its own page, and it is short. In outline: an unused plan is refunded on request within 60 days of purchase, to the card you paid with. Where something has gone wrong with the plan itself, the refund is not limited to that window (clause 11). The refund policy explains what "unused" means and how to ask.
Complaints
If something is wrong, email support@fadoesim.com with your order reference. We aim to reply within one working day. If we cannot sort it out, you have other options:
- If it is a dispute about your order, you can bring a claim in the Irish courts, including through Ireland's small claims procedure, which is designed for consumer claims of this size.
- If you live in another EU or EEA country, you can bring proceedings in the courts of the country you live in, and you can ask your country's European Consumer Centre to help you. Under the EU's rules on jurisdiction in consumer contracts (Regulation (EU) No 1215/2012), you cannot be required to sue us in Ireland. You never have to go to a court in Hong Kong.
- If it is a data-protection complaint, you can complain to the Data Protection Commission (see the privacy notice).
Using our complaints process does not limit any of these rights.
Our liability
We are responsible for delivering your plan as described, for keeping the instructions accurate, and for fixing or refunding when something on our side goes wrong. Beyond that, our liability in connection with a plan is limited to the price you paid for that plan.
Nothing in these terms limits liability that the law says we cannot limit, and nothing in these terms takes away your statutory rights. We are not liable for indirect or consequential losses, such as missed bookings, missed appointments or charges applied by your own network or bank because a plan did not suit you.
Changes to these terms
We may update these terms. The version that applies to your order is the one published on this page when you ordered. We will show the date the current version took effect at the foot of the page. Changes do not apply to orders already placed.
Governing law and jurisdiction
These terms are governed by Irish law, and disputes are heard by the Irish courts. As set out in clause 14, if you live in another EU or EEA country you keep the right to bring proceedings in the courts of the country you live in.
General
These terms, together with the refund policy and the privacy notice, are the whole agreement between us. If any clause is found unenforceable, the rest still stands. If you have a complaint about how we sold to you, we would rather hear it from you than read it on a forum.