Legal

Terms & Conditions

These terms apply when you buy a travel eSIM or a UK mobile plan on acquatelecom.com, and when you use our website. By placing an order you agree to them. Nothing in these terms affects your statutory rights as a consumer.

1. Travel eSIM

• A travel eSIM is a prepaid data allowance for the destination and size shown at checkout (for example "Italy, 5GB, 30 days"). Prices are shown in US dollars; Stripe may show you the equivalent in your local currency at checkout.
• After payment we email the eSIM QR code and activation details to the address you gave us, normally within minutes. The eSIM can be installed once, on one eSIM-capable, carrier-unlocked device. Please check your device supports eSIM before buying — we cannot refund an eSIM because a device is incompatible or locked.
• The validity period starts when the eSIM first connects to a network in the destination, and the allowance expires at the end of that period or when it is used up, whichever is first. Unused data is not refundable or transferable.
• Service is provided over partner mobile networks. Coverage, speed and availability depend on those networks and on your device and location, and may vary.
• Right to cancel. An eSIM is digital content. You have 14 days from purchase to cancel for a full refund unless the eSIM has been installed or has connected to a network, at which point the service has started with your agreement and the right to cancel is lost. To cancel, email us with your order reference.
• If we are unable to deliver a working eSIM we will refund you in full.

2. UK mobile plans

• UK plans are monthly rolling subscriptions billed in pounds sterling to the card you give us, with no minimum term. You can cancel at any time and the plan ends at the end of the paid month.
• Plans include the calls, texts and data described at checkout for use in the UK, plus EU roaming subject to a fair-use limit. Data allowances reset each month; unused allowance does not carry over.
• You have a 14-day right to cancel from the day you receive the SIM. If you ask us to start service within those 14 days and then cancel, we may charge a proportionate amount for the service used.
• You may keep your existing number by giving us a PAC code from your previous provider. You can take your number with you when you leave by requesting a PAC from us.
• We may suspend service if you use it unlawfully, in a way that harms the network or other customers, or in breach of fair use; we will tell you first unless it is an emergency.

3. Payment

Payments are processed by Stripe. We do not see or store your card details. Prices include VAT where applicable.

4. Our liability

We are responsible for loss or damage that is a foreseeable result of our breaking these terms or failing to use reasonable care. We are not liable for losses that are not foreseeable, for business losses, or for loss caused by events outside our reasonable control (including partner network outages). Nothing in these terms limits our liability for death or personal injury caused by negligence, fraud, or anything that cannot be limited by law.

5. Website

The content of this site is provided for information. Trade marks and club names belong to their owners. We may change the site, prices and these terms at any time; the terms in force when you order apply to that order.

6. Law

For UK customers these terms are governed by the law of England and Wales and the English courts have jurisdiction (consumers in Scotland or Northern Ireland may also use their local courts). For all other customers, Swiss law applies and the courts of Zug, Switzerland, have jurisdiction, without prejudice to any mandatory consumer protection in your country of residence.

Privacy Policy

This policy explains what personal data we collect, why, and your rights. For UK customers the data controller is Septoo Limited; otherwise it is Acqua Telecom (details above). We process data in line with the UK GDPR, the Data Protection Act 2018 and the Swiss Federal Act on Data Protection.

What we collect and why

Who we share it with

Only the providers needed to run the service, each under contract: Stripe (payments), Postmark (email delivery), Bridge4IP / eSIMVault (travel eSIM network platform, EU), Transatel (UK mobile network platform), Vercel (website hosting) and Google Workspace (our email). Some of these providers are outside the UK and Switzerland; where they are, transfers are protected by adequacy decisions or standard contractual clauses. We do not sell personal data and we do not use it for advertising.

How long we keep it

Order and billing records for 6 years after the order (tax and accounting law). Service usage records for 12 months unless needed longer for a dispute. Support messages for 2 years. Technical logs for up to 30 days.

Your rights

You can ask for a copy of your data, ask us to correct or delete it, object to or restrict processing, and ask for your data in a portable format. Email privacy@acquatelecom.com. UK customers can complain to the Information Commissioner's Office (ico.org.uk); Swiss customers to the Federal Data Protection and Information Commissioner (edoeb.admin.ch).

Cookie Policy

This website sets no advertising or analytics cookies and does not track you across other sites.

• Strictly necessary: when you go to checkout, Stripe sets cookies on its own checkout pages to process your payment and prevent fraud. These are required for the purchase and are covered by Stripe's privacy policy.
• Fonts: page fonts are loaded from Google Fonts, which receives your IP address to serve the font files. No cookie is set.
• Our club and partner websites (for example celticmobile.co.uk) have their own cookie policies.

Because we only use strictly necessary cookies, no consent banner is shown. If we add analytics in future we will update this page and ask for your consent first.

Complaints

If something has gone wrong, email support@acquatelecom.com with your order reference and what happened. We acknowledge complaints within 2 working days and aim to resolve them within 10 working days; we will keep you informed if it takes longer.

UK customers: if your complaint about a UK mobile service is not resolved to your satisfaction within 8 weeks, or we tell you in writing that we cannot do more (a "deadlock" letter), you may refer it free of charge to the Ofcom-approved alternative dispute resolution scheme we are a member of; we will give you the details in our response. Our complaints code of practice is available on request.

Customers in the EU may also use the European Commission's online dispute resolution platform at ec.europa.eu/odr.