1. Who we are and introduction
These Terms and Conditions (Terms of Use) govern your purchase and use of the Lebara Travel eSIM service, including the eSIM profile and any related prepaid data plans (the Service). These Terms of Use apply to UK consumers only.
The Service is provided by Lebara Newton Limited, a company incorporated in England and Wales (company number 04293563), with its registered office at 5th Floor, Broadwalk House, 5 Appold Street, London EC2A 2DA, United Kingdom, together with its affiliates (referred to in these Terms of Use as Lebara, we, us, our).
These Terms of Use apply to you, the customer (you, your). By installing, activating, accessing or using the Service or the Lebara Travel App, you agree to these Terms of Use.
These Terms of Use incorporate our Complaints Code of Practice (Sections 20-22), which explains how to contact us with a complaint, how we will handle it and the rights available to you.
2. About the Service
The Service provides data-only mobile connectivity for travel use outside the UK through an electronic SIM (eSIM). It operates using Lebara’s roaming partners and is available only in the countries or zones listed as supported in the Lebara Travel App or on the Lebara Travel website.
Key features:
3. Eligibility and device compatibility
To use the Service:
Compatibility information is available in the Lebara Travel App and on the Lebara Travel website. You are responsible for ensuring that your device is compatible and correctly configured.
We may carry out identity, fraud-prevention and sanctions checks. We may refuse, restrict or suspend access if these checks are not satisfied or where required to comply with legal or regulatory obligations.
4. Accessing and using the Service
You may purchase eSIMs and data plans through the Lebara Travel App or the Lebara Travel website.
After purchase, the eSIM is delivered electronically. It can only be installed and activated through the Lebara Travel App, which must be downloaded onto your device. No customer account is required.
Installation and activation instructions are available in-app and on the Lebara Travel website. You must follow these instructions and ensure your device settings are correct. An internet connection is required to download and activate an eSIM.
The Service begins when you first activate the eSIM or first access the data network, whichever happens first.
Once installed, an eSIM remains on your device even if a data plan expires or is fully used up. You may purchase additional data plans for the same eSIM.
If you delete the eSIM, we may not be able to restore it.
Each eSIM is for single-device use only and cannot be transferred to another device once installed.
5. Data plans
We offer prepaid data plans that vary by country or region, duration, data allowance and price. Each plan specifies:
The details of your selected data plan are shown at checkout and in your order confirmation. You are responsible for selecting a plan that suits your needs.
A data plan activates on first use and expires at the end of its validity period, or sooner if its data allowance is fully used.
6. Payments and pricing
Payments for eSIMs and data plans are made through the Lebara Travel App using the payment methods available in the App or shown on the Lebara Travel website.
Data plans are prepaid and payable upfront at the time of purchase.
All prices are in GBP (£) and include VAT unless stated otherwise.
We may change prices, but changes do not affect already-purchased, unexpired data plans.
7. Coverage, local restrictions and emergency services
Coverage and performance vary by country and roaming partner. Local laws may restrict use of the Service.
The Service does not work on:
We are not responsible if the Service fails to connect in these environments.
The Service does not support 999 or 112 emergency calling. You must use your primary mobile line or local emergency access methods.
8. Acceptable use
The Service is for personal, non-commercial use and fair use policies apply.
You must not use the Service:
You must not resell, commercially exploit or redistribute the Service.
We may suspend or terminate your access to the Service if you breach any of these restrictions (see Section 17). You are responsible for all usage through your eSIM.
9. Fair use of the Service
The Service is intended for temporary travel use. Persistent use inconsistent with travel use (such as long-term use in one country) may lead to suspension or termination.
We may apply network management measures, including speed throttling, tethering restrictions, session management or usage caps.
If a data plan includes a fair usage limit, we may reduce speeds or suspend service once that limit is reached.
10.Security
Keep your device and activation details secure.
If your device is lost, stolen or compromised, notify us immediately. We’ll cancel your eSIM as soon as reasonably possible. Once cancelled, that eSIM cannot be used again.
If you wish to use the Service again, you will need to register with a new email address and purchase a new plan.
You remain responsible for usage until cancellation takes effect.
11.Cancellation and refunds
UK consumers generally have a 14-day cooling-off period to change their mind about a purchase. However, by purchasing an eSIM or data plan, you agree that:
If you have not accessed or otherwise used the activation information for your eSIM or any data plan, you may cancel within the 14‑day cooling‑off period by contacting us, see Section 25 for contact details.
If the Service does not comply with these Terms of Use, or if your eSIM or a data plan cannot be installed, activated or used because of a technical issue not caused by your device, your settings or your actions, you may be entitled to a replacement or a full or partial refund.
12.Data and privacy
We may collect usage data and feedback to evaluate service performance and customer experience. You consent to the use of anonymised data for analysis and improvement of the Service.
We collect and process personal data in accordance with applicable data protection laws. Details about the collection of personal data in connection with the use of the Service can be found in Lebara’s Privacy Notice which can be accessed [here].
Any international transfer of your personal data outside the European Economic Area is subject to various safeguards. Please review Lebara’s Privacy Notice for more information about international data transfers.
You have rights regarding your personal data and these are detailed in Lebara’s Privacy Notice. Should you have any requests in relation to those rights, Lebara can be contacted as follows:
13. Intellectual Property
All source code, content, trademarks, logos, software and other intellectual property in the Service, the Lebara Travel App and our websites are owned by, or licensed to, Lebara and remain our property or that of our licensors. You may not copy, reproduce or distribute Lebara's names, trademarks, pictures, brands, logos or any other content.
You must not copy, modify, reverse engineer the eSIM or attempt to extract the eSIM profile.
14. Faults, maintenance and support
Service availability may be affected by maintenance, repairs or outages of our roaming partners. We will take reasonable steps to restore service, but availability is not guaranteed.
Support channels and operating hours are available in the Lebara Travel App and on the Lebara Travel website. See Section 25 for contact details.
15.Limitations
You acknowledge that:
· the Service depends on device compatibility and foreign network conditions
Nothing in these Terms of Use removes your legal rights or excludes liabilities that cannot lawfully be excluded.
16.Liability
To the extent permitted by law:
Nothing in these Terms of Use excludes liability for death or personal injury caused by negligence, or for fraud, or for any other liability that cannot be excluded by law.
17.Suspension or termination
We may suspend or terminate your access to the Service if:
We may discontinue the Service for operational reasons, giving reasonable notice where possible.
You may stop using the Service at any time, but refunds are only provided where required by law.
18.Transfers
You may not transfer your rights under these Terms of Use without our consent.
We may transfer our rights and obligations to another entity and will notify you if this happens.
19.Changes to these Terms of Use
The current version of these Terms of Use is available on the Lebara Travel website.
We may update these Terms of Use to reflect legal, regulatory, technical or security changes, or to reflect changes to supplier or network arrangements or to make improvements that do not adversely affect you.
We will notify you in advance of any material changes. If a change is materially detrimental to you, you may stop using the Service before it takes effect.
Continued use of the Service after the effective date of the change constitutes your acceptance of the updated Terms of Use.
20. Complaints and Ombudsman
Sections 20-22 form our Complaints Code of Practice.
We value our customers and strive to ensure that we meet your expectations and are committed to offering clear, accessible and fair complaints‑handling procedures.
21. Complaints
If you have a complaint about the Service, please contact us first so that we can try to resolve it. See Section 25 for contact details. Please include your name, any account details and a description of the issue. Please avoid submitting any sensitive or personal information (such as payment information).
We will acknowledge your complaint and do our best to resolve it as quickly as possible.
If we do not hear back from you within 28 days after our last communication, we may close the complaint.
22.Communications Ombudsman Service
If we cannot resolve your complaint within six weeks, or if we tell you that we can’t reach an agreement (this is called a “deadlock letter”), you may refer your dispute to the Communications Ombudsman Service:
This service is independent and free for consumers.
You may only refer your complaint if you have first attempted to resolve it with us, and it falls within the scope of matters that can be adjudicated by the Ombudsman.
23. Governing law
These Terms of Use are governed by the laws of England and Wales. Disputes are subject to the exclusive jurisdiction of the courts of England and Wales.
24.Assistance and accessibility
If you need these Terms of Use in an alternative format or need additional assistance, please contact us using the details in Section 25 below.
25. Contact
· Address: Customer Services, Lebara Newton Limited, 5th Floor, Broadwalk House, 5 Appold St, London EC2A 2DA
