1. Seller and order information
EK SIM is operated by AETHER CONNECT PRIVATE LIMITED. These conditions apply when you buy directly through our website or app. If a partner sells or supplies a plan to you, read the purchase information and any additional terms provided by that seller.
Provide accurate customer, billing and contact information. Review the destination, allowance, validity and final payment amount before submitting an order. Keep your order reference so we can help with enquiries.
2. Device compatibility
You need an eSIM-compatible device that is unlocked for the network service you intend to use. A device model may have different capabilities depending on its region or configuration, so check compatibility before purchasing.
Installation normally requires an internet connection. Follow the instructions provided for your eSIM and device. Keep installation codes and QR credentials private. Reinstallation, transfer to another device and replacement are not guaranteed; contact support before deleting an installed eSIM.
3. Plans, coverage and allowances
Your plan’s stated destinations, allowance, validity and included features define what you purchase. Country, regional and global descriptions do not mean that service is available on every network or in every location. Check the specific coverage information for your selected plan.
Voice, SMS, hotspot use and other features are included only where expressly stated. An unlimited-data label does not guarantee a particular speed, network technology or uninterrupted coverage.
Your home operator may charge separately for calls, messages or roaming on your regular SIM. Check your device’s mobile-data and roaming settings to avoid unintended use of another service.
4. Validity and expiry
The plan’s stated activation rules determine when validity starts. Purchasing, installing and activating an eSIM are separate events; do not assume that validity always starts at purchase or always waits until arrival.
Use the dates and status shown for your plan where available. Allowances and validity do not automatically extend because you have not used the service. Any top-up or additional package is subject to its own eligibility and plan details; it does not necessarily extend or renew an earlier package.
5. Prices, payments and currencies
The confirmed checkout amount and charging currency are shown before payment. Catalogue prices and a selected display currency may differ from the final supported charging currency. Where the checkout asks you to accept a fallback currency, review and accept that amount before continuing.
Applicable discounts and any charges included in the checkout are reflected in the final quote. Your bank or payment provider may apply its own conversion or transaction charges. Payment processing is subject to the payment provider’s available methods and checks.
A failed, pending or unconfirmed payment is not a completed payment. If payment status is unclear, check the saved order or contact support before attempting another purchase. Keep your payment and order references, but do not email full card details or payment security codes.
6. Identity and purchase-country verification
Some purchases require identity documents or a review of the country from which the purchase was made. We will tell you through the account workflow when verification is required. A plan’s destination and the country of purchase are different information.
Supply accurate, readable documents through the designated account workflow. Verification may need review or correction before activation and installation access become available. Do not send identity documents through an unsolicited link or assume payment alone completes verification.
7. Preparation, installation and activation
Payment confirmation, eSIM preparation, required verification and activation are separate stages. A confirmed payment does not mean an eSIM is already installed, activated or ready for use. Preparation can be delayed by available inventory, verification, provider processing or technical issues.
Use My eSIMs to check progress and obtain installation instructions when available. Follow the plan’s activation instructions. Contact support if preparation or activation appears stalled rather than creating duplicate orders.
8. Network dependencies and support
Connectivity depends on partner networks, local coverage, device settings, congestion, maintenance and other conditions. Speeds and available network technologies may vary. A data plan should not be treated as a guaranteed emergency communications service.
If service does not work, contact us with the order reference, destination, device model and a description of the issue. We may ask for relevant settings or error screenshots to investigate. Hide unrelated personal information and never share account passwords or confirmation codes.
9. Cancellations and account deletion
Contact support if you want to cancel an order or stop using a service. Whether a purchase can be cancelled or refunded depends on its status, usage, the issue reported and applicable law. Do not assume that uninstalling an eSIM cancels a purchase.
The Delete account feature ends account access but retains backend records. It does not automatically cancel, deactivate or refund your eSIMs or orders. The retained email remains reserved. Contact support about outstanding orders or service questions before ending account access.
10. Refund requests
Refund requests reviewed case by case.
Email care@aelixar.com with your order reference, the reason for your request, the destination and any relevant error details. Explain whether the eSIM or plan has been installed, activated or used, if you know. Support may request information needed to verify ownership and investigate the issue.
We assess the order and payment status, allowance usage, reported service issue, investigation findings and applicable consumer rights. A request does not by itself guarantee a refund or replacement. We do not promise a universal eligibility window, a fixed processing time or a guaranteed outcome.
Where a partner sold you the service, contact that seller about its payment or refund process; you can also contact EK SIM for help identifying the appropriate route. This does not limit any remedy required by applicable law. Account deletion does not submit or approve a refund request.
11. Your rights and governing law
These conditions do not exclude statutory guarantees or consumer rights that cannot lawfully be excluded. Misuse or unlawful activity may lead to service restrictions, but it does not remove protections that applicable law requires.
The laws of India govern these conditions, subject to any mandatory protections that apply where you live.
We may update these conditions and show the revised date on this page. Changes do not retrospectively remove mandatory rights relating to a completed purchase.
12. Contact and complaints
For purchase questions, refund requests or a complaint, contact EK SIM with your order reference and enough detail for us to investigate. Our operating company and contact details are below.
AETHER CONNECT PRIVATE LIMITEDWork Box 15, C-02, Supertech E-Square, Sector-96, Noida – 201303, Uttar Pradesh, Indiacare@aelixar.com