# Terms of service The terms that apply when you buy and use a Veela travel eSIM: delivery, validity, fair use, refunds, liability, and country-specific consumer rights. # Terms of service Terms of service The rules that apply when you buy and use a Veela travel eSIM. The short version: data-only eSIMs, delivered within minutes, valid from first connection, refunded if never installed and you ask within 30 days. Last updated: November 11, 2026 ## 1. The service Veela sells data-only travel eSIM plans. A plan gives a data allowance for a validity period in the destinations listed on its page. Plans don't include a phone number, calls or SMS. ## 2. Buying Prices are shown in your currency, and the price at checkout is final. Payment is taken by Stripe (card, Apple Pay, Google Pay) or payOS (VietQR, in Vietnam). Your eSIM is delivered by email and in your account, usually within a minute and at the latest within 24 hours. ## 3. Your phone You're responsible for checking, before buying, that your phone supports eSIM and isn't locked to a carrier. The [compatibility checker](https://veela.io/compatibility/) and the *#06# test help with this. ## 4. Validity and data The validity period starts when the eSIM first connects to a network at your destination, or, if it never connects, on the date shown on the plan. Unused data isn't refunded at the end of the period. Unlimited plans give a daily high-speed allowance stated on the plan page, after which speed is reduced. Coverage and speed depend on local networks and can vary. ## 5. Fair and lawful use Don't use the eSIM for illegal purposes, for reselling connectivity, or in ways that harm the network (for example in permanently connected machines). We may suspend an eSIM used this way, after warning you where possible. ## 6. Refunds Our [refund policy](https://veela.io/refunds/) is part of these terms: full refund for an eSIM that hasn't been installed, if you ask within 30 days of purchase, or for one that was installed but never connects at the destination when we can't fix it. ## 7. Purchases through a partner If you bought through a travel agency's link, the agency may receive a commission. Your contract is with Veela, and the same refund policy and support apply. ## 8. Liability We aren't liable for losses caused by network outages, coverage gaps or restrictions imposed by local laws or networks, beyond refunding the plan as set out in the refund policy. Nothing in these terms limits liability that the law doesn't allow to be limited, or your statutory consumer rights. ## 9. Personal data See the [privacy policy](https://veela.io/privacy/). ## 10. Country-specific consumer rights ### European Union and EEA For digital content, you have a 14-day right of withdrawal. Because the eSIM is delivered immediately at your request, you lose this right once it is delivered, as you confirm at checkout. Our refund policy still applies. The European Commission's online dispute resolution platform has closed; contact us first, then your national consumer body. ### United Kingdom The same rule applies under the Consumer Contracts Regulations. Your statutory rights under the Consumer Rights Act 2015 are not affected. ### Australia Our services come with guarantees that cannot be excluded under the Australian Consumer Law. ### Canada and Quebec Quebec consumers keep all rights under the Consumer Protection Act; any clause that limits them doesn't apply to them. ### Mexico and Latin America You can contact PROFECO (Mexico) or your national consumer protection agency. ### Vietnam Consumers keep their rights under the Law on Protection of Consumers' Rights. Payments in VND are processed by payOS. ### Japan Information required by the Act on Specified Commercial Transactions is available on request at contact@veela.io without delay. ### South Korea, China and other countries Mandatory consumer protection rules of your country of residence apply where the law requires. ## 11. Changes and contact We may update these terms; the version that applied when you bought applies to that purchase. Questions: [contact@veela.io](mailto:contact@veela.io).