General Terms and Conditions - Prepaidzero - (e)SIM Cards for Travelers

§1. General Information

1.1 Provider

Prepaidzero is a concept of Internet Advertising Solutions BV, located at Prof. R. Casimirstraat 34-D,
1068 KC, Amsterdam, The Netherlands (VAT-nr: NL852398001B01; Chamber of Commerce Number: 57003556).
Prepaidzero provides travel-oriented mobile phone services at reduced rates for both
physical SIM cards and eSIM solutions (“the Service”).

1.2 Scope and Acceptance

These Terms and Conditions (“T&Cs”) apply to all Users (“User” or “Users”)
who order or use Prepaidzero Services. By completing an order on the Prepaidzero website
or via a custom request, and/or by using the Service, the User agrees to be bound by these T&Cs.
A binding contract arises upon Prepaidzero’s confirmation of the User’s order via email or
other written means.

1.3 Modification of Terms

Prepaidzero may amend or update these T&Cs from time to time without prior notice.
The version in effect at the time the Service is provided governs the transaction.

1.4 Privacy and Data Protection

For information about how Prepaidzero processes personal data, including any data required for
SIM or eSIM activation, please refer to Prepaidzero’s Privacy Policy,
available on its website. By using the Service, the User acknowledges and consents to such
data processing in accordance with applicable data protection laws (e.g., GDPR).

§2. Terms of Delivery

2.1 Physical SIM Cards

(a) Physical SIM cards are normally sent via priority mail (PostNL) Monday through Friday.
If an order is placed before 17:00 CET on a business day, the SIM card will typically
be dispatched on the same day; otherwise, on the next business day.

(b) If shipping times or methods differ for any reason, Prepaidzero will inform the User accordingly.

2.2 eSIM Delivery

(a) For eSIM solutions, activation codes (for instance, via a QR code or other electronic delivery method)
are typically sent immediately via email once the order is processed
and payment is confirmed.

(b) The User should check any spam or junk folders if they do not see the eSIM activation
code in their inbox.

2.3 Delays or Non-Receipt

(a) If the User has not received the ordered physical SIM card or
eSIM activation code before their scheduled departure, the User must notify
Prepaidzero as soon as possible at
[email protected]
so that Prepaidzero may investigate.

(b) Physical SIM Cards: If the shipment does not arrive in time for the User’s
departure and the User has duly notified Prepaidzero, Prepaidzero will disable the shipped SIM
card and reimburse the full cost upon the User’s return of the unused SIM card.

(c) eSIM: If the eSIM activation code has not been delivered before the User’s
departure, Prepaidzero will offer either a full refund or an alternative activation method
(such as resending the code or providing a new code).

2.4 Replacement & Alternative Delivery

(a) If time allows, Prepaidzero may ship a replacement physical SIM card to the User’s travel
destination. For eSIM, Prepaidzero can provide a different activation code or method.
These alternatives can be requested by emailing
[email protected].

2.5 Device Compatibility (eSIM)

(a) The User is solely responsible for ensuring their device is unlocked and
eSIM-compatible. If the User’s device does not support eSIM, Prepaidzero will not
be liable for any inability to use the Service or to claim a refund once the code has been
issued and/or activated.

§3. Prepaidzero Warranty Policy

3.1 Distributor Role

Prepaidzero is a distributor of foreign telecom operators’ prepaid SIM cards and eSIM solutions,
as well as optional hardware (for example, mobile hotspot devices). It does not operate any telecommunication
networks. Accordingly, Prepaidzero cannot directly troubleshoot or fix network functionality issues,
coverage, or other factors controlled by the foreign operators.

3.2 Reporting Service Errors

(a) The User must notify Prepaidzero without delay (preferably during the trip)
if they experience a problem with the Service. Failure to report issues in a timely manner
may forfeit any right to refund or remedy.

(b) Error reports should be sent to
[email protected],
including relevant details (order number, location, device type, and so on). Prepaidzero
endeavors to respond as quickly as possible during business hours, taking into account the urgency.

3.3 Functional Guarantee

(a) Prepaidzero ensures that each physical SIM card or eSIM
provided is functional upon delivery or issuance. If a defective SIM card, eSIM, or hardware
prevents the User from using the Service for its intended purpose, Prepaidzero will refund
the cost of the item(s), subject to confirmation that the defect is not caused by the User’s
device or actions.

(b) Claims of non-functioning products will be investigated in conjunction with the relevant
foreign telecom operator.

3.4 Network-Related Failures

(a) If a Service failure is attributable to network coverage or operator-related issues, Prepaidzero
will, upon prompt notification from the User, attempt to coordinate a solution with the foreign
telecom operator.

(b) Prepaidzero cannot guarantee resolution within a specific time. If the issue cannot be resolved
and is determined to be due to a defect in the SIM card, eSIM, or provided service, the User
may be entitled to a refund—subject to exclusions in §3.5 and §3.7.

(c) If the User reports the error only after the trip has concluded, the Service is considered
consumed in full, and no refund or price reduction applies.

3.5 Exclusions of Responsibility

Prepaidzero is not responsible for:

(a) Issues relating to the User’s mobile phone or device, including lack of eSIM compatibility or
network band support.

(b) The User’s primary domestic operator’s network.

3.6 Defective Physical SIM Cards

If a physical SIM card is suspected to be defective, the User may return it to Prepaidzero
for inspection as outlined in §3.8. If testing confirms the SIM card is faulty (and not the device),
Prepaidzero will refund or replace the SIM card accordingly.

3.7 No Refund / Warranty in Certain Cases

No refund or warranty applies if:

(a) The User is dissatisfied with network coverage or signal quality; coverage varies by location
and is beyond Prepaidzero’s control.

(b) The User is dissatisfied with mobile internet speed or connection type (for example, 3G vs. 4G/LTE/5G).

(d) The User fails to follow provided instructions (such as activation steps), resulting in
non-activation or misconfiguration of SIM/eSIM.

(e) The User does not timely notify Prepaidzero of the issue (for instance, only after completing the trip).

(f) The User purchases a replacement SIM card or eSIM from another provider without first allowing
Prepaidzero to investigate and address the reported issue.

3.8 Return Procedure

(a) If Prepaidzero requests the return of a SIM card or hardware for inspection, the User must
send it by standard (non-C.O.D.) mail or parcel service.

(b) If Prepaidzero is found responsible for a Service error, it will reimburse reasonable shipping costs.
Otherwise, the User bears the shipping costs.

§4. Return Policy (Right of Cancellation)

4.1 Fourteen (14) Day Cancellation Right

Under EU consumer law, the User has the right to cancel their order for any reason
within fourteen (14) days from the order date, unless the Service
has already been activated or customized in the User’s name.

4.2 Lapse of Cancellation Right

(a) If the Service is provided and/or activated with the User’s consent during the 14-day withdrawal
period, the right to cancellation no longer applies. This specifically includes:

(i) Physical SIM Cards: Once registered or activated in the User’s name.

(ii) eSIM: Once the eSIM code has been scanned, downloaded, or otherwise activated
on the User’s device. Because these are prepaid services, once activated, fees paid to the
foreign telecom operator are non-recoverable.

(b) If you have not activated or used your physical SIM or eSIM, you may still exercise your right
to cancel within the 14-day period.

4.3 Condition of Returned Products

(a) In the case of physical SIM cards or hardware, the User must return them in unaltered, unused
condition to Prepaidzero.

(b) eSIMs are intangible; if the eSIM was never activated and the User notifies Prepaidzero of
cancellation within 14 days, Prepaidzero will void the eSIM code, and the cancellation right
remains valid.

4.4 Return & Refund Process

(a) The User is responsible for any shipping costs when returning physical products for cancellation reasons.

(b) Upon receiving a valid cancellation notice, Prepaidzero will process the refund as soon as
possible, and no later than forty-five (45) days after receiving both the cancellation request
and, if applicable, the returned items.

(c) Prepaidzero reserves the right to charge up to 10 EUR for administrative or restocking fees
associated with the cancellation where justifiable costs are incurred.

§5. Limitation of Liability

5.1 Maximum Liability

(a) Prepaidzero’s liability for any claim under these T&Cs is limited to the total amount
paid by the User for the specific Service giving rise to the claim.

(b) Prepaidzero is not liable for indirect or consequential damages, including lost profits
or savings, unless such limitation is prohibited by applicable law.

§6. Force Majeure

6.1 Events & Consequences

(a) If Prepaidzero is prevented from fulfilling its obligations due to unforeseen events beyond
its reasonable control (for example, labor disputes, war, terrorist attacks, fire, natural disasters,
legal changes, government intervention, or subcontractor delays caused by such events),
Prepaidzero shall not be liable for failure or delay in performance.

(b) If such circumstances last more than two months, either Prepaidzero or the User may terminate
the contract with immediate effect without penalty.

§7. Communication

7.1 Official Notices

(a) All official notices, including cancellation requests and error reports, must be sent to
[email protected].

(b) Prepaidzero may likewise communicate with the User via the email address provided at checkout
or via other contact details the User supplies.

§8. Dispute Resolution & Applicable Law

8.1 Governing Law

These T&Cs are governed by and construed in accordance with Dutch law.

8.2 Jurisdiction

Any disputes arising from these T&Cs shall be submitted to the exclusive jurisdiction of
the Dutch courts in Amsterdam, The Netherlands, unless mandatory consumer laws
in the User’s country of residence provide otherwise.

Last Updated: 29 December 2024