Terms of service

These terms govern your use of palmye.com and every eSIM data plan you buy there. Please read them before you create an account or place an order. The Privacy notice, the Refund policy, the Fair use policy and the Cookie notice are part of these terms; you confirm all five together when you register and again when you pay.

1. Who we are

Palmye is the trading name of Palmye LLC, a limited liability company organised under the laws of the State of Delaware, United States, with its registered address at 131 Continental Dr, Suite 305, Newark, DE 19713, United States. Palmye LLC is the party you contract with; its details are repeated at the end of these terms under Seller identity and on every order confirmation.

You can reach us at support@palmye.com. Support is by e-mail; there is no telephone line.

2. What we sell

Palmye sells prepaid mobile data plans for travel, delivered as an eSIM profile. We buy the plans wholesale from a provider that issues the profiles on behalf of host mobile operators, and we resell them under our own brand. We do not operate a mobile network, and we do not own the coverage you use.

A plan is a fixed allowance of mobile data, valid for a fixed number of days, in the countries the plan names. The eSIM is a roaming profile of a foreign host operator, not a local line of the country you are visiting. It carries no telephone number, and it provides no voice calling and no SMS.

3. Your account

An account is required; there is no guest purchase. Your account is identified by your e-mail address, and you must confirm that address before you can sign in and buy. We also ask for your name, for order confirmations and support.

You can sign in with a password or through a Google or Apple account linked to the same e-mail address. You are responsible for keeping your credentials and your mailbox secure. Anything done from your account is treated as done by you unless you show otherwise. You can end every active session from your account page.

You must be at least 18 years old to open an account.

4. Prices, orders and payment

Prices are shown in US dollars. The price shown at the moment you confirm an order is the price you pay; it includes any value-added tax we are required to charge on that sale. Pressing the button that confirms an order creates a binding order with an obligation to pay.

Card payments are processed by Stripe. Your card details go to Stripe directly and never reach us. A card payment first credits your wallet (section 5), and the order is then paid from the wallet balance. An order is placed only once the balance covers it.

A plan is exactly what its page describes: the destination, the data allowance or the daily allowance and its rules, the validity period, the network generation and the top-up options. We do not promise anything a plan page does not state.

5. Your wallet

Your wallet holds value you have paid to Palmye and not yet spent. It can be spent only on Palmye services, cannot be transferred to anyone else, cannot be exchanged for anything other than our services, and earns no interest. The wallet is not a bank account or a payment account.

Top-ups have a minimum amount, shown on the top-up page, because the payment provider charges a fixed fee per transaction. The minimum applies to top-ups only, never to refunds.

Your balance does not expire and we charge no inactivity fee. Wallet balance is not refunded to a card, except as the Refund policy describes.

6. Delivery and installation

Delivery is immediate. As soon as an order is paid, the eSIM's QR code and its manual installation details appear on your account page and are sent to your e-mail address. Nothing is shipped.

Installing the profile is done by you, on your own device. eSIM works only on devices that support eSIM and are not locked to a carrier. It is your responsibility to check this before you buy; the compatibility checker on our site is guidance, not a guarantee, because carrier locks, regional model variants and operating-system limits are not always known to us.

An eSIM profile can be installed on one device only. If you delete the profile from that device, you can install it again on the same device with the same code while the plan is valid. It cannot be moved to another device, and deleting it does not entitle you to a refund.

7. Using your plan

The data counter on your account page comes from the provider and is typically two to three hours behind. It carries a freshness stamp and is never presented as live. Figures we derive from it, such as a daily rate or an estimated end date, are labelled as estimates. No estimate ever triggers a refund decision, a quota warning, a top-up offer or a cut-off; only the provider's own counter does.

Plans are for personal use on a phone or tablet while travelling. Sharing the connection as a hotspot is not promised on any plan. Using a plan in a router, a dongle or a machine-to-machine device, or as a permanent connection while living in one country, is outside what the provider allows. The Fair use policy says what is and is not acceptable and what happens when a plan is flagged.

Plans sold as unlimited are subject to the host operator's own daily fair-use management, which can reduce speed above a threshold the operator does not disclose to us. For those plans we show the days remaining, never a byte gauge.

8. Network and provider dependence

Speed, coverage and continuity depend on the host operator's network in the country you are in, and on the provider that issues the profile. We do not control either. We do not guarantee a particular speed, uninterrupted service, or that a specific place will have coverage.

The provider may change, restrict or withdraw a service under its own terms, sometimes without notice to us. Where that affects your plan we tell you as soon as we know, and the Refund policy says what you are entitled to.

None of this removes the rights the consumer law of your country gives you when a service is not as described or is not delivered.

9. Where we sell

Some countries are closed, for two separate reasons. A customer country may be closed because the law or a sanctions regime does not allow us to sell there; from such a country the site itself is not available, and the page you see explains why. A destination country may be closed because we are not allowed or not able to deliver plans for it; its page stays visible, but its plans cannot be bought.

By buying from us you confirm that you are not a person or entity listed under applicable sanctions and that you are not ordering from an embargoed territory. If we find otherwise, we may cancel the order and close the account.

10. Right of withdrawal

If you are a consumer in the European Union, the European Economic Area or the United Kingdom, you have the right to withdraw from a distance contract within 14 days without giving a reason.

For an eSIM plan, delivery happens immediately after payment. When you confirm an order you expressly ask us to deliver at once and acknowledge that, once the eSIM has been delivered, you lose the right of withdrawal for that plan. That confirmation is recorded with your order.

A wallet top-up is not delivered content. Where the law gives you a right to withdraw from a top-up, you keep it within 14 days as long as the balance has not been spent; ask us and we refund it to the card you paid with. Beyond these legal rights, the Refund policy sets out the refunds we offer voluntarily.

11. Refunds

The Refund policy is part of these terms. In short: a plan whose profile has never been installed can be refunded in full within 30 days of the purchase, from the eSIM's own page; an installed plan can be refunded where the fault is on the network side and almost none of the data has been used.

12. Suspension and termination

We may suspend or close your account, or cancel a plan, where we reasonably believe there is fraud, a payment dispute raised in bad faith, a breach of sanctions, or a clear breach of the Fair use policy. Where we can, we tell you first and give you a chance to respond. A suspension imposed by the provider or the host operator on its side may reach us without notice; in that case we tell you as soon as we know.

If a card payment on your account is disputed through the bank that issued the card, your account is on hold until the dispute is resolved: during that time you cannot add funds to your wallet, buy plans, add data to an eSIM, receive a refund to a card or delete your account. eSIMs you have already installed keep working.

When the bank takes the disputed amount back from us, your never-installed eSIMs are cancelled where the provider allows it and their price is credited to your wallet; the disputed amount is taken off your wallet balance, including those credits, as far as the balance covers it. If the dispute is resolved in your favour, the amount taken is credited back and the hold ends. If it is resolved against you, anything credited to your wallet during the hold is also taken, up to the rest of the disputed amount, and the hold stays until we have reviewed your account and lifted it.

Where a plan is cancelled for a reason that is not yours, the Refund policy applies. Where it is cancelled for a breach on your side, we refund only what the law requires.

Except while it is on hold, you may close your account at any time, from your account page or by writing to support@palmye.com. Spend your wallet balance first: a balance left in the wallet is given up when the account is closed and is not refunded, except where the law requires it.

13. Liability

Our liability to you for loss caused by the network, coverage, an interruption or a delay in delivery is limited to the amount you paid for the order concerned. We are not liable for loss of profit, loss of data or other indirect loss.

Nothing in these terms limits liability that cannot be limited by law, including for death or personal injury caused by negligence, for fraud, or under mandatory consumer protection rules of the country where you live.

14. Events beyond our control

We are not responsible for a failure to perform caused by events outside our reasonable control, such as a natural disaster, war, government action, a large-scale network or provider outage, or a cyber-attack.

15. Intellectual property

The site, the Palmye name and logo, and everything on the site belong to us or to our licensors. You may not copy or reuse them without our written permission.

16. Changes to these terms

We may change these terms. A change takes effect from the date shown at the top of this page, and for a material change we tell registered customers by e-mail beforehand. An order is governed by the terms in force when you confirmed it; the copy you confirmed is stored with the order and sent to you by e-mail.

17. Governing law and disputes

These terms are governed by the laws of the State of Delaware, United States. If you are a consumer, you also keep the protection of the mandatory rules of the country where you live, and you may bring a claim before the courts of that country.

If something goes wrong, write to support@palmye.com first; we aim to resolve every complaint directly. Consumers in the European Union may also use the alternative dispute resolution bodies of their own country.

If any part of these terms is found invalid, the rest continues to apply.

Seller identity

Trading name: Palmye. Website: palmye.com. Support: support@palmye.com.

Legal entity: Palmye LLC, a Delaware limited liability company. Registered address: 131 Continental Dr, Suite 305, Newark, DE 19713, United States.