IMPORTANT NOTICE. These Terms contain a mandatory binding arbitration agreement and a class action waiver (Section 23) that govern how disputes between you and Lebara are resolved. By agreeing to these Terms, you are giving up your right to bring a lawsuit in court and your right to participate in a class action, except as expressly provided. You have a limited 30-day right to opt out of the arbitration and class action waiver provisions. Please read Section 23 carefully.
These Terms and Conditions (the “Terms”) govern your purchase and use of the Lebara Travel eSIM service, including the eSIM profile and any related prepaid data plans (collectively, the “Service”).
The Service is provided to customers in the United States by Lebara Newton Limited, a company incorporated in England and Wales (company number 16633422), with its registered office at 5th Floor, Broadwalk House, 5 Appold Street, London EC2A 2DA, United Kingdom (together with its affiliates, “Lebara,” “we,” “us,” or “our”).
These Terms apply to you, the customer (“you,” “your”). By installing, activating, accessing, or using the Service or the Lebara Travel App, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Notice, which is incorporated by reference.
The Service provides data-only mobile connectivity for travel use 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:
• the Service is data-only (no voice, SMS, or access to 911 or any other emergency services—see Section 7);
• the Service works only in supported countries;
• speeds, performance, and coverage vary by country, network, and local conditions, which are outside our control;
• fair usage and reasonable network management measures may apply (see Section 9);
• the Service may include over-the-top data traffic subject to the policies of your underlying device and applications.
To use the Service, you must:
• be at least 18 years of age, or the age of majority in your state of residence, and have the legal capacity to enter into a binding contract; and
• use an eSIM-compatible, network-unlocked device capable of roaming in supported countries.
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, network-unlocked, and correctly configured.
We may carry out identity, fraud-prevention, anti-money-laundering, and sanctions screening (including, without limitation, against lists maintained by the U.S. Department of the Treasury’s Office of Foreign Assets Control (OFAC), the United Kingdom (HM Treasury’s Office of Financial Sanctions Implementation (OFSI), the European Union, or the United Nations). We may refuse, restrict, suspend, or terminate your access to the Service, before or after activation, if these checks are not satisfied or where required by applicable law, regulators, or our network partners.
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. You can purchase and use an eSIM without creating an account; however, an account is required to make additional purchases for that eSIM or to access the full app experience.
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. 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 licensed for single-device use only and cannot be transferred to another device once installed.
We offer prepaid data plans that vary by country or region, duration, data allowance, and price. Each plan specifies:
• its coverage area (e.g., Europe);
• the data allowance (e.g., 5 GB);
• the validity period (e.g., 7 days);
• the price in U.S. dollars.
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.
Payments for eSIMs and data plans are made through the Lebara Travel App or website using the payment methods available. Data plans are prepaid and payable in full at the time of purchase.
Prices are shown in U.S. dollars. Where any applicable taxes are payable, they will be displayed at checkout or added to the price shown. Taxes will be calculated based on the billing address, service address, delivery location, usage location, or other information you provide or that is relevant under applicable tax rules.
We may change prices at any time, but changes will not affect any already-purchased, unexpired data plan.
You authorize us (and our third-party payment processors) to charge the payment method you provide for all purchases you make. If a payment is declined or reversed, we may suspend or terminate your access to the Service and seek reimbursement for fees incurred.
Coverage and performance vary by country and roaming partner. Local laws may restrict use of the Service in certain jurisdictions.
The Service does not operate on maritime, in-flight, or satellite-based networks, including:
• cruise ships, ferries, and other offshore vessels;
• offshore platforms;
• aircraft; and
• satellite-based networks.
We are not responsible for any failure of the Service to connect in these environments.
NO 911 OR EMERGENCY SERVICES. THE SERVICE IS A DATA-ONLY SERVICE AND DOES NOT SUPPORT VOICE CALLS, SMS, 911, E911, NEXT GENERATION 911, TEXT-TO-911, OR ANY OTHER EMERGENCY CALLING OR MESSAGING CAPABILITY (INCLUDING INTERNATIONAL EMERGENCY NUMBERS SUCH AS 112 OR 999). THE SERVICE IS NOT A REPLACEMENT FOR TRADITIONAL WIRELINE OR WIRELESS TELEPHONE SERVICE. YOU ARE RESPONSIBLE FOR MAINTAINING AN ALTERNATIVE MEANS (SUCH AS YOUR PRIMARY MOBILE LINE OR LOCAL EMERGENCY ACCESS METHODS) TO CONTACT EMERGENCY SERVICES. YOU AGREE TO INFORM ALL POTENTIAL USERS OF YOUR DEVICE OF THIS LIMITATION. BY USING THE SERVICE, YOU ACKNOWLEDGE AND ACCEPT THIS LIMITATION AND, TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, WAIVE ANY AND ALL CLAIMS AGAINST LEBARA ARISING FROM OR RELATED TO THE INABILITY TO ACCESS EMERGENCY SERVICES THROUGH THE SERVICE, EXCEPT FOR CLAIMS ARISING FROM LEBARA’S GROSS NEGLIGENCE OR WILLFUL MISCONDUCT.
The Service is intended for personal, non-commercial travel use, and fair usage policies apply (see Section 9).
You agree that you will not use the Service:
• for any unlawful, harmful, fraudulent, deceptive, or prohibited purpose, or in violation of any other applicable federal, state, or local law;
• to transmit content that is defamatory, obscene, harassing, threatening, infringing, or otherwise unlawful;
• to infringe the intellectual property, privacy, publicity, or other rights of others;
• to distribute viruses, malware, ransomware, or other harmful code;
• to send unsolicited commercial communications, spam, or perform bulk data transfers, or otherwise use the Service in a manner that may interfere with network systems, security, or capacity;
• in a manner inconsistent with short-term travel use (see Section 9);
• in any country or to any person subject to applicable trade sanctions, anti-money laundering, or export control laws, including, without limitation, those administered by the U.S. Department of the Treasury’s Office of Foreign Assets Control (OFAC), the United Kingdom (HM Treasury’s Office of Financial Sanctions Implementation (OFSI)), the European Union, or the United Nations;
• to resell, sublicense, commercially exploit, or redistribute the Service; or
• in any manner that circumvents, disables, or interferes with security-related features of the Service.
You are responsible for all activity on your eSIM. We may suspend or terminate your access to the Service if you breach any provision of this Section 8 (see Section 19).
The Service is intended for temporary travel use. Persistent use inconsistent with travel (such as long-term continuous use in one country) may lead to speed reduction, suspension, or termination.
Subject to applicable law, we may apply reasonable network management measures, including, without limitation, speed throttling, tethering or hotspot restrictions, session management, and usage caps. If a data plan includes a fair usage threshold, we may reduce speeds or suspend service once that threshold is reached.
You are responsible for keeping your device and activation details secure.
If your device is lost, stolen, or compromised, notify us immediately using the contact details in Section 28. We will 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.
Digital Goods and Services. The Service consists of digital goods and digital services. You acknowledge and agree that upon activation of your eSIM or first use of a data plan, you have received the full benefit of the digital service, and all sales are final except as set forth in this Section 11 or as required by applicable law.
Pre-Activation Refunds. If you have not activated your eSIM and have not used any data from a purchased data plan, you may request a refund by contacting us within 30 days of purchase. Refunds, if approved, will be issued to the original payment method, less any non-refundable third-party fees. This pre-activation refund is offered as a goodwill commitment by Lebara and is not required by applicable law.
Defective Service. If the Service does not conform to these Terms, or if your eSIM or data plan cannot be installed, activated, or used due to a defect or error not caused by your device, your device settings, or your actions, you may be entitled to a replacement eSIM or data plan, or a full or partial refund, at our reasonable discretion.
State Consumer Rights. Nothing in these Terms limits any non-waivable right or remedy available to you as a consumer under the laws of your state of residence, including under state deceptive trade practices, consumer protection, or telecommunications statutes.
Our collection, use, and disclosure of personal information in connection with the Service is described in our Privacy Notice, available at www.travel.lebara.com/us/legal/privacy-policy, which is incorporated into these Terms by reference. By using the Service, you acknowledge our Privacy Notice. You consent to our processing of de-identified and aggregated usage data to evaluate and improve the Service, and to the international processing of technical signaling data necessary to deliver international roaming, each as further described in our Privacy Notice. The Privacy Notice describes the rights you may have under applicable U.S. state privacy laws (such as the California Consumer Privacy Act, as amended) and how to exercise them.
All source code, content, trademarks, service marks, trade dress, 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. Except as expressly permitted by these Terms, you may not copy, reproduce, modify, distribute, publicly display, publicly perform, create derivative works from, or otherwise exploit any Lebara name, trademark, logo, or content.
Subject to your compliance with these Terms, we grant you a limited, revocable, non-exclusive, non-transferable, non-sublicensable license to use the Lebara Travel App and the Service solely for your personal, non-commercial use. You must not copy, modify, decompile, reverse engineer, or attempt to extract the eSIM profile, except to the limited extent that such restriction is expressly prohibited by applicable law.
Service availability may be affected by maintenance, repairs, updates, or outages of our systems or those of our roaming partners. We will take commercially 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 28 for contact details.
THE SERVICE, THE LEBARA TRAVEL APP, AND ALL CONTENT AND MATERIALS PROVIDED IN CONNECTION WITH THE SERVICE ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS, WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED. TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, LEBARA, ITS AFFILIATES, AND THEIR RESPECTIVE LICENSORS DISCLAIM ALL WARRANTIES, EXPRESS, IMPLIED, OR STATUTORY, INCLUDING, WITHOUT LIMITATION, IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NON-INFRINGEMENT, AND ANY WARRANTIES ARISING FROM COURSE OF DEALING, COURSE OF PERFORMANCE, OR USAGE OF TRADE.
WITHOUT LIMITING THE FOREGOING, WE DO NOT WARRANT THAT (A) THE SERVICE WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE; (B) THE SERVICE WILL MEET YOUR REQUIREMENTS OR EXPECTATIONS; (C) ANY DATA WILL BE ACCURATE OR RELIABLE; OR (D) THE SERVICE, INCLUDING SERVERS THAT MAKE IT AVAILABLE, ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS.
SOME STATES DO NOT ALLOW THE EXCLUSION OF CERTAIN IMPLIED WARRANTIES OR LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, SO SOME OR ALL OF THE ABOVE EXCLUSIONS MAY NOT APPLY TO YOU, AND YOU MAY HAVE OTHER RIGHTS THAT VARY FROM STATE TO STATE.
You acknowledge that:
• the Service depends on device compatibility and foreign network conditions;
• coverage and speeds vary by roaming partner and local network conditions, and we do not guarantee connection availability, network quality, or capacity in any country;
• the Service is only available in supported countries;
• the Service may contain bugs, errors, or limitations;
• uninterrupted or error-free service is not guaranteed;
• we are not responsible for issues caused by incorrect installation, incompatible, rooted, jail-broken, or region-locked devices, incorrect device settings or third-party software, foreign operator restrictions, or your misuse of or breach of these Terms.
TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL LEBARA, ITS AFFILIATES, OR THEIR RESPECTIVE OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, OR LICENSORS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, DATA, USE, GOODWILL, OR OTHER INTANGIBLE LOSSES, ARISING OUT OF OR RELATED TO YOUR USE OF, OR INABILITY TO USE, THE SERVICE, WHETHER BASED ON WARRANTY, CONTRACT, TORT (INCLUDING NEGLIGENCE), STATUTE, OR ANY OTHER LEGAL THEORY, AND WHETHER OR NOT LEBARA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
IN NO EVENT SHALL LEBARA’S TOTAL AGGREGATE LIABILITY TO YOU FOR ALL CLAIMS ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICE EXCEED THE GREATER OF (A) THE AMOUNT YOU PAID US FOR THE AFFECTED DATA PLAN IN THE SIX MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM, OR (B) FIFTY U.S. DOLLARS (US$50).
Force Majeure. We are not responsible for any failure or delay in the performance of our obligations due to events beyond our reasonable control, including, without limitation, natural disasters, acts of war or terrorism, civil disorder, governmental actions or orders, public health emergencies or pandemics, power or internet outages, strikes or labor disputes, cyberattacks, or failures of roaming partners or other third-party service providers.
State Law. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU IN FULL. NOTHING IN THESE TERMS LIMITS LIABILITY THAT CANNOT BE EXCLUDED OR LIMITED BY APPLICABLE LAW. The limitations and exclusions in this Section 17 will apply to the fullest extent permitted by applicable law.
You agree to indemnify, defend, and hold harmless Lebara, its affiliates, and their respective officers, directors, employees, agents, and licensors from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable attorneys’ fees and court costs) arising out of or related to: (a) your use or misuse of the Service; (b) your violation of these Terms; (c) your violation of any applicable law, rule, or regulation (including export control and sanctions laws); or (d) your violation of the rights of any third party. We reserve the right, at our own expense, to assume the exclusive defense and control of any matter otherwise subject to indemnification by you, in which event you agree to cooperate with our defense. You will not settle any claim without our prior written consent.
We may suspend or terminate your access to the Service if:
• you breach these Terms;
• required by applicable law, regulators, or our network partners;
• necessary for security, network integrity, or fraud prevention;
• your eSIM is lost, stolen, damaged, or destroyed; or
• fraud or misuse is suspected.
We may discontinue the Service for operational or business reasons, providing reasonable advance notice where practicable.
You may stop using the Service at any time. Refunds will be provided only as set forth in Section 11 or as required by applicable law.
You may not assign or transfer your rights or obligations under these Terms without our prior written consent, and any attempted assignment in violation of this Section 20 will be void. We may assign or transfer these Terms, in whole or in part, to any affiliate or in connection with a merger, acquisition, reorganization, or sale of assets, upon notice to you.
The current version of these Terms is available on the Lebara Travel website. We may update these Terms from time to time to reflect legal, regulatory, technical, or security changes, changes to supplier or network arrangements, or improvements that do not adversely affect you.
We will provide reasonable advance notice of any material changes (for example, by email, in-app notification, or a prominent notice on our website). If a material change is detrimental to you, you may stop using the Service before the change takes effect. Your continued use of the Service after the effective date of the updated Terms constitutes your acceptance of those Terms.
If you have a complaint about the Service, please contact us using the contact details in Section 28. Please include your name, any order details, and a description of the issue. Do not include sensitive information such as payment card numbers or Social Security numbers in your complaint.
We will acknowledge your complaint and use reasonable efforts to resolve it promptly. Participating in this informal complaints process does not waive your right (or Lebara’s right) to pursue dispute resolution under Section 23.
PLEASE READ THIS SECTION 23 CAREFULLY. IT REQUIRES YOU AND LEBARA TO RESOLVE DISPUTES THROUGH BINDING INDIVIDUAL ARBITRATION AND LIMITS THE MANNER IN WHICH YOU CAN SEEK RELIEF.
Before initiating arbitration, you and Lebara agree to first attempt to resolve any Dispute (defined below) informally for at least 60 days. You must send a written notice of Dispute to Lebara (see Section 28 for contact details), including your name, mailing address, a description of the Dispute, and the relief you are seeking. If the parties cannot resolve the Dispute within 60 days of receipt of the notice, either party may commence arbitration.
Except as set forth in Section 23.6, you and Lebara agree that any dispute, claim, or controversy arising out of or relating to these Terms or the Service, whether based in contract, tort, statute, fraud, misrepresentation, or any other legal theory, and whether arising before or after the effective date of these Terms (each, a “Dispute”), shall be resolved exclusively by final and binding individual arbitration administered by the American Arbitration Association (“AAA”) pursuant to its Consumer Arbitration Rules (the “AAA Rules”), as modified by this Section 23. The AAA Rules are available at www.adr.org. A single arbitrator will decide the Dispute.
These Terms evidence a transaction involving interstate commerce, and the Federal Arbitration Act, 9 U.S.C. §§ 1–16 (the “FAA”), shall govern the interpretation and enforcement of this Section 23.
Arbitration will take place in the U.S. county where you reside, at a mutually agreed location, or by videoconference or telephone. We will pay all AAA filing, administration, and arbitrator fees for any arbitration commenced in good faith in accordance with these Terms, except that if the arbitrator finds that the substance of your claim or the relief sought is frivolous or brought for an improper purpose, then each party shall bear its own costs and fees. Each party shall otherwise bear its own attorneys’ fees and costs unless the arbitrator awards them under applicable law.
YOU AND LEBARA AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR OR ITS INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS, CONSOLIDATED, COLLECTIVE, OR REPRESENTATIVE ACTION OR PROCEEDING. Unless both you and Lebara agree otherwise, the arbitrator may not consolidate more than one person’s claims and may not preside over any form of a representative or class proceeding. The arbitrator may award declaratory or injunctive relief only in favor of the individual party seeking relief and only to the extent necessary to provide relief warranted by that party’s individual claim. If this class action waiver is found to be unenforceable with respect to any claim for public injunctive relief, such claim shall be severed and adjudicated in a court of competent jurisdiction, and arbitration of all other claims shall proceed.
Notwithstanding the foregoing, either party may (a) bring an individual action in small claims court for Disputes or claims within the jurisdiction of that court; (b) pursue enforcement actions through applicable federal, state, or local agencies (including the FCC and state utility commissions) where such actions are available; or (c) seek injunctive or other equitable relief in a court of competent jurisdiction to prevent the actual or threatened infringement or misappropriation of intellectual property rights.
You may opt out of this Section 23 by sending written notice of your decision within 30 days after you first become subject to these Terms. The notice must include your full name, mailing address, and a clear statement that you want to opt out of the arbitration and class action waiver provisions. Send your opt-out notice to: Lebara, Attn: Legal – Arbitration Opt-Out, 5th Floor, Broadwalk House, 5 Appold Street, London, EC2A 2DA, United Kingdom or by email to [email protected]. Opting out will not affect any other provision of these Terms.
IF FOR ANY REASON A DISPUTE PROCEEDS IN COURT RATHER THAN IN ARBITRATION, YOU AND LEBARA EACH KNOWINGLY AND VOLUNTARILY WAIVE THE RIGHT TO A TRIAL BY JURY TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW.
This Section 23 will survive termination of these Terms. If any portion of this Section 23 (other than Section 23.5) is found unenforceable, the remainder shall remain in full force and effect. If the class action waiver in Section 23.5 is found unenforceable as to all or some claims, then the arbitration provisions in this Section 23 shall be null and void only as to those claims, and those claims shall proceed in a court of competent jurisdiction.
These Terms and any Dispute shall be governed by and construed in accordance with the laws of the State of Delaware, without regard to its conflict-of-law principles, except that the FAA governs the arbitration provisions in Section 23. Subject to Section 23, the exclusive jurisdiction and venue for any permitted judicial proceedings (including proceedings to compel arbitration, enforce an arbitration award, or for injunctive relief) shall be the state and federal courts located in New Castle County, Delaware, and you and Lebara each consent to the personal jurisdiction of those courts and waive any objection based on inconvenient forum. The United Nations Convention on Contracts for the International Sale of Goods does not apply. Nothing in these Terms deprives you of rights under non-waivable consumer protection laws of your state of residence.
Under California Civil Code § 1789.3, California consumers are entitled to the following consumer rights notice: If you have questions or complaints regarding the Service, please contact us using the details in Section 28. California residents may also reach the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs in writing at 1625 North Market Boulevard, Suite N 112, Sacramento, CA 95834, or by telephone at (800) 952-5210 or (916) 445-1254.
California residents have additional rights under the CCPA/CPRA, as described in our Privacy Notice.
Information about how Lebara communicates with you including, without limitation, marketing communications and communications relating to the provision, administration or security of the Service, and how you can manage your communication preferences, is set out in our Privacy Notice which explains in more detail how we use your contact details and respect your communication choices.
Entire Agreement. These Terms, together with our Privacy Notice and any order confirmation, constitute the entire agreement between you and Lebara concerning the Service and supersede all prior or contemporaneous agreements and understandings.
Severability. If any provision of these Terms is held to be invalid or unenforceable, that provision will be enforced to the maximum extent permitted, and the remaining provisions will remain in full force and effect.
No Waiver. Our failure to enforce any provision of these Terms will not constitute a waiver of that provision or of any other provision.
Notices. We may provide notices to you by email, in-app notification, or through the Lebara Travel website. You must provide notices to us at the address or email address in Section 28.
Relationship of the Parties. Nothing in these Terms creates any agency, partnership, joint venture, or employment relationship between you and Lebara.
Headings. Section headings are for convenience only and do not affect interpretation.
Electronic Communications and Signatures. You consent to receive communications from us electronically, and you agree that all agreements, notices, disclosures, and other communications we provide to you electronically satisfy any legal requirement that they be in writing. Your electronic acceptance of these Terms has the same legal effect as a handwritten signature.
Our customer support team provides assistance to customers in the United States.
• Email: [email protected]
• Live Chat: Available in the Lebara Travel App and on our website (24 hours a day, 7 days a week)
• Website: Visit our website at www.travel.lebara.com
• Mailing Address: 5th Floor, Broadwalk House, 5 Appold Street, London, EC2A 2DA, United Kingdom
If you need these Terms in an alternative accessible format or need additional assistance, please contact us using the information above. We are committed to accessibility consistent with applicable law, including Section 255 of the Communications Act and Title III of the Americans with Disabilities Act, as applicable.