Legal Center
Find our key policies below, which govern the use of our website and services.
For questions: support@latamtravellers.com
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Terms of Service
1. About Us
LATAMTravellers ("LATAMTravellers", "we", "us", "our") sells prepaid eSIM data plans for travellers. We are registered in the United Kingdom. Company number: [Company number]. Contact: support@latamtravellers.com.
We act as a reseller of connectivity provided by third-party telecom partners ("Network Partners"). We are not a mobile network operator.
2. Using our website
By accessing our website or purchasing a plan you agree to these Terms. You must be 18+ and legally capable of entering a contract.
3. Products & important limitations
- eSIM compatibility: You are responsible for checking your device supports eSIM and is unlocked.
- Activation & coverage: Activation steps vary by plan/partner. Coverage, speeds, latency and availability are not guaranteed and depend on local networks. Tethering/hotspot may be restricted by the Network Partner.
- Service type: Plans are typically data-only; voice/SMS and emergency calls (e.g., 112/999) are generally not supported.
- Fair use/KYC: Plans may be subject to fair-usage, throttling, KYC, or roaming restrictions applied by Network Partners. We may suspend service for breach (see Acceptable Use).
- Start date & validity: Each plan has a validity period (e.g., 7/15/30 days) and data allowance. Validity generally starts upon first connection/activation as stated on the product page.
4. Ordering & contract formation
Your order is an offer to buy. We accept when we deliver the QR code/eSIM profile or otherwise confirm provisioning. We may decline an order (e.g., fraud screening, regulatory limits, lack of availability).
5. Prices & payment
Prices are shown in your checkout currency and include applicable taxes where required. You authorise us (or our payment provider) to charge the total at checkout.
6. Digital content & cancellations (UK consumer info)
eSIM profiles are digital content delivered electronically. By purchasing you request immediate supply and acknowledge that once delivery/activation begins you lose the right to cancel under the Consumer Contracts Regulations 2013. This does not affect your statutory rights for faulty digital content (Consumer Rights Act 2015).
7. Refunds
Our specific Refund Policy forms part of these Terms. In summary, we'll refund where the plan cannot be delivered or activated due to our/partner fault and you've followed the troubleshooting steps. We cannot refund for incompatible devices, user error, used data, or local coverage/performance variations.
8. Your responsibilities
You agree to:
- Use the service lawfully and in line with our Acceptable Use Policy.
- Follow the activation instructions and keep the QR/eSIM profile secure.
- Not resell, transfer, or share the plan except for personal travel use.
9. Intellectual property
All website content, brand assets, and designs are our or our licensors' property. You may not copy, modify, or use them without permission.
10. Liability
Nothing limits liability for death/personal injury caused by negligence, fraud, or rights that cannot be excluded by law. Otherwise, to the maximum permitted by law:
- We are not liable for indirect or consequential losses, loss of profit, or loss caused by network availability/speeds or device incompatibility.
- Our total liability for any claim related to a purchase is limited to the amount you paid for that purchase.
11. Suspension/termination
We may suspend or terminate access where you breach these Terms or applicable laws, or as required by a Network Partner/regulator.
12. Changes
We may update these Terms (e.g., to reflect law or service changes). The version at purchase time applies to that order.
13. Governing law
These Terms are governed by the laws of England and Wales. Courts of England have exclusive jurisdiction, except you may have mandatory local consumer rights if you reside elsewhere in the UK.
Contact: support@latamtravellers.com
Privacy Policy
1. Who controls your data
LATAMTravellers is the data controller for website sales and support. Contact: support@latamtravellers.com
2. What we collect
- Identity & contact: name, email, billing address.
- Order & device: orders, plan details, device model/OS (for support).
- Payment: processed securely by our payment provider (we do not store full card details).
- Technical: IP, browser, cookies/analytics.
- Support: messages, screenshots.
3. How we use data (lawful bases)
- Perform contract: process orders, deliver eSIMs, provide support.
- Legitimate interests: prevent fraud, improve site, analytics, non-intrusive marketing to existing customers.
- Legal obligations: tax/records, responses to lawful requests.
- Consent: email marketing where required; non-essential cookies.
4. Sharing
We share data with trusted processors only as needed:
- Shopify (store platform & hosting)
- Payment providers (e.g., Shopify Payments/Stripe)
- Telecom resellers/Network Partners (to provision your eSIM)
- Email/CRM, analytics, and support tools
We require processors to protect data under contracts consistent with UK GDPR.
5. Transfers
Your data may be transferred outside the UK/EU (e.g., to Shopify/partners). We use adequacy, SCCs, or equivalent safeguards where required.
6. Retention
Order records: 7 years (tax). Support logs: up to 24 months. Marketing data: until you unsubscribe or request deletion.
7. Your rights
You can request access, correction, deletion, restriction, portability, and object to processing. You may withdraw consent at any time.
Contact: support@latamtravellers.com
You can complain to the ICO (ico.org.uk); we'd appreciate the chance to resolve concerns first.
8. Marketing
We'll only send marketing with your consent (or to existing customers where permitted). You can unsubscribe anytime.
9. Security
We implement technical/organisational measures; however, no online service is 100% secure.
10. Cookies
See our Cookie Policy for details and preferences.
Refund Policy
We want setup to be smooth. Because eSIMs are digital content that can be instantly used, refunds are limited as follows.
Eligible for refund
We will provide a refund or replacement where:
- Delivery failure: You didn't receive the eSIM profile/QR after purchase.
- Activation failure (not your fault): You followed our troubleshooting steps and Network Partner confirms a provisioning fault.
- Duplicate order: Same plan purchased more than once by mistake (unused).
Claims must be made within 14 days of purchase and before the plan expires.
Not eligible for refund
- Device doesn't support eSIM / is SIM-locked.
- Incorrect country/plan purchased.
- You started using data / validity has started, or the QR/eSIM was scanned/installed.
- Coverage, speed, latency or hotspot differences vs expectation.
- KYC failure, fair-use breach, misuse, or contravention of our Acceptable Use Policy.
- Inability to use due to local restrictions beyond our control (e.g., roaming blocks, government restrictions).
How to request
Email support@latamtravellers.com with:
- Order number, device model, OS version
- Screenshots of eSIM settings and error messages
- Steps you tried (APN, reboot, reinstall, etc.)
We typically respond within 2 business days. Approved refunds are processed to the original payment method. Bank processing times may vary.
Acceptable Use Policy
To keep the service fair and lawful, you agree not to:
- Use the service for unlawful activity, spamming, harassment, or network abuse.
- Interfere with or disrupt networks, attempt unauthorised access, or use tools to mask illegal activities.
- Resell, share commercially, or pool data plans.
- Use SIMboxes or other equipment to terminate traffic or bypass network policies.
- Infringe intellectual property or privacy rights.
We may suspend or terminate service, and Network Partners may apply throttling, traffic shaping, or disconnection for fair-use breaches.