Legal, Privacy & Customer Policies
Operated by Zuma Global Ltd
Company No. 17467603 • Registered in England and Wales Registered office: Unit 19, 1-13 Adler Street, London, England E1 1EG
This document applies to sim.market customers and visitors and should be read together with the product information shown at checkout.
Contents:
1. Terms & Conditions — Website access, purchases, eSIM delivery, use and liability
2. Privacy Policy — How Zuma Global Ltd collects and uses personal information
3. Cookie Policy — Cookies and similar technologies
4. Refund & Cancellation Policy — Refund eligibility, technical issues and cancellation
5. Customer Complaints Code — How to raise and escalate a complaint
6. Acceptable Use & Fair Use Policy — Permitted use, prohibited activity and network management
Important: Specific product pages may contain additional service conditions, coverage, validity,
activation or fair-use information. If there is a conflict, mandatory law prevails and the more
specific product information applies to that purchase where legally permitted.
1. Terms & Conditions
1.1 About us
sim.market is operated by Zuma Global Ltd ("Zuma Global", "sim.market", "we", "us" or "our"), a
private company registered in England and Wales under company number 17467603. Our registered
office is Unit 19, 1-13 Adler Street, London, England E1 1EG.
These Terms apply when you access sim.market, create an account, or purchase an eSIM or
connectivity package from us. By placing an order, you agree to these Terms.
1.2 Our service
sim.market supplies prepaid data eSIM packages for use in the destinations and networks described
on the relevant product page. Mobile connectivity is delivered using third-party wholesale
telecommunications and roaming partners. Network availability, quality, speed and coverage may
therefore vary by location, device, local network conditions and partner availability.
Unless a product page expressly states otherwise, our current products are data-only. They do not
include a UK telephone number, conventional mobile voice service, traditional SMS, emergency
calling capability or number portability.
1.3 Eligibility and compatible devices
You must have legal capacity to enter into a contract and provide accurate account and billing
information.
You are responsible for checking that your device is eSIM-compatible, carrier-unlocked and supports
the destination and network requirements shown before purchase. Some devices support a limited
number of installed or active eSIM profiles.
1.4 Product information and ordering
Before checkout, we will display the material features of the selected package, including the data
allowance, price, destination or coverage area, validity period and relevant activation or fair-use
restrictions. Please review these details carefully before ordering.
An order is accepted when we send an order confirmation and/or make the eSIM available to you.
We may reject or cancel an order where payment fails, fraud is suspected, a product is unavailable,
there is an obvious pricing error or we are legally required to do so. If we cancel after taking
payment, we will refund the amount due.
1.5 Price and payment
Prices are shown in the currency selected on the website. The checkout will display the total amount
payable and any taxes or mandatory charges that we are required to collect. Payment is processed
by our payment service provider(s). We do not intentionally store full payment-card details where
the payment provider processes those details directly.
1.6 Delivery and activation
After successful payment, the eSIM is delivered electronically, normally through your account,
email, QR code or another digital provisioning method. You must follow the installation and
activation instructions supplied with your order.
Activation timing can differ between products. Some packages start when the eSIM first connects to
a supported network; others may start at installation or another event described on the product
page. The product page and order confirmation will govern where a package has specific activation
rules.
1.7 Data allowance, validity and usage
Data is measured according to records produced by the relevant network and wholesale
connectivity systems. Unused data normally expires at the end of the package validity period unless
the product description expressly permits rollover.
A package described as unlimited may be subject to clearly disclosed fair-use, speed-management or
network policies. You are responsible for disabling unintended roaming on other SIM/eSIM profiles
if you wish to avoid charges from another provider.
1.8 Coverage and service availability
Coverage maps, network names and estimated speeds are indicative. We do not guarantee
uninterrupted service, a particular speed, or coverage at every location. Service can be affected by
network congestion, maintenance, radio conditions, device compatibility, local regulation, roaming
partner changes and events outside our reasonable control.
Where a material service failure is attributable to us or the purchased eSIM service, your statutory
rights and our Refund & Cancellation Policy will apply.
1.9 Cancellation and refunds
sim.market | Legal, Privacy & Customer Policies
Nothing in these Terms limits rights that consumers cannot lawfully waive. Cancellation and refund
rights depend on the nature and status of the service, including whether digital delivery or service
performance has begun at your request.
1.10 Your responsibilities:
Use the service lawfully and in accordance with our Acceptable Use & Fair Use Policy.
Keep account credentials, QR codes and eSIM activation details secure.
Do not resell, repackage, interfere with or commercially exploit the service unless you have a
separate written reseller agreement with us.
Do not use the service for fraud, abuse, unlawful interception, network attacks, spam,
harassment or any activity prohibited by law.
1.11 Suspension or termination
We may suspend or terminate access where reasonably necessary to protect networks, investigate
suspected fraud or unlawful activity, comply with law or partner requirements, address a material
breach of these Terms, or protect other users. Where appropriate and lawful, we will give notice and
an opportunity to remedy the issue.
1.12 Customer support and complaints
Customer support and complaints can be submitted through the support or contact channels
published on sim.market. Complaints are handled under the Customer Complaints Code in this
document.
1.13 Intellectual property
The sim.market name, website, software, designs, databases and other content are owned by or
licensed to Zuma Global Ltd or its licensors. You may use them only as needed to access the service.
No ownership rights are transferred to you.
1.14 Liability
We do not exclude or restrict liability where it would be unlawful to do so, including liability for
death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or mandatory
consumer rights.
Subject to the previous paragraph, we are not responsible for losses that were not reasonably
foreseeable when the contract was formed, losses caused by your device or another provider, or
business losses suffered by a consumer. Separate business terms may apply to business purchases.
1.15 Changes
We may update these Terms for legal, regulatory, security, technical or operational reasons. The
version applicable to an individual purchase will normally be the version presented when that
purchase was made, except where a change must apply by law or is clearly beneficial to the
customer.
1.16 Governing law
sim.market
If you are a consumer resident in the United Kingdom, these Terms are governed by the laws
applicable to you in the part of the UK where you live, and you may bring proceedings in the courts
available to you under applicable law. For other customers, unless mandatory law provides
otherwise, these Terms are governed by the laws of England and Wales and the courts of England
and Wales will have jurisdiction.
1.17 Contact
Zuma Global Ltd, trading as sim.market, Company No. 17467603, Unit 19, 1-13 Adler Street, London,
England E1 1EG. Please use the current support or contact channel published on sim.market.
2. Privacy Policy
2.1 Who we are
Zuma Global Ltd, trading as sim.market, is responsible for personal information where it determines
how and why that information is processed. Zuma Global Ltd is registered in England and Wales
under company number 17467603, with registered office at Unit 19, 1-13 Adler Street, London,
England E1 1EG.
2.2 Information we collect: Account and identity data, such as name, email address, telephone number and account
credentials.
Order and transaction data, including products purchased, currency, payment status and
transaction references.
Technical and device data, such as IP address, browser/app information, device type, eSIM
related identifiers and diagnostic logs.
Connectivity and service data, which may include activation status, data usage, network/roaming
information and technical service records supplied by connectivity partners.
Customer-support information, including messages and attachments.
Marketing preferences and consent records.
Cookie, analytics and advertising information where permitted under applicable law and your
choices.
2.3 Why we use personal information: To create and administer customer accounts.
To process purchases and payments.
To provision, activate and support eSIM services.
To prevent fraud and protect accounts, systems and networks.
To provide customer service and handle complaints.
To comply with legal, regulatory, accounting and tax obligations.
To analyse and improve our services where permitted.
To send marketing where we have a lawful basis to do so.
2.4 Lawful bases
Depending on the activity, we may rely on performance of a contract, compliance with a legal
obligation, legitimate interests, or consent. Where consent is required, you may withdraw it at any
time without affecting processing already carried out lawfully.
2.5 Sharing personal information
We may share information with service providers and partners where necessary to operate
sim.market, including connectivity and roaming providers, payment processors, cloud-hosting providers, fraud-prevention services, customer-support platforms, analytics providers, professional
advisers and public authorities where required by law.
We require appropriate contractual and security protections where another organisation processes
personal information on our behalf.
2.6 International transfers
Because sim.market provides international connectivity and may use suppliers in multiple
countries, personal information may be transferred outside the United Kingdom. Where UK data
protection law requires safeguards, we will use an approved transfer mechanism or another lawful
basis for the transfer.
2.7 Retention
We keep personal information only for as long as reasonably necessary for the purpose for which it
was collected, including customer service, fraud prevention, legal, regulatory, tax and accounting
requirements. Retention periods vary by category of information.
2.8 Your rights
Depending on the circumstances, UK data protection law may give you rights to request access to
your personal information, correction, deletion, restriction, portability, objection to certain
processing, and withdrawal of consent. Requests can be made through the privacy or contact
channel published on sim.market.
2.9 Marketing
Where required, we will obtain consent before sending direct electronic marketing. Marketing
messages will provide a simple way to unsubscribe. We may also rely on another lawful route
permitted by applicable law, such as the existing-customer soft opt-in where its conditions are
satisfied.
2.10 Security
We use reasonable technical and organisational measures designed to protect personal information,
including access controls, authentication, encryption where appropriate, monitoring and incident
response processes. No system can be guaranteed to be completely secure.
2.11 Complaints about privacy
Please contact us first through the privacy or contact channel published on sim.market if you have a
privacy concern. Individuals in the UK also have the right to complain to the Information
Commissioner’s Office (ICO).
2.12 Changes to this policy
We may update this Privacy Policy to reflect legal, technical or business changes. The current
version and effective date will be published on sim.market.
3. Cookie Policy
3.1 What cookies are
Cookies and similar technologies are small files or identifiers placed on or accessed from your
device when you use a website or app. They can support essential functionality, preferences,
analytics and advertising.
3.2 How sim.market uses them:Strictly necessary technologies to operate the website, secure sessions, process checkout,
remember essential choices and prevent fraud.
Preference technologies to remember settings you request.
Analytics technologies to understand how customers use sim.market and improve performance.
Advertising or measurement technologies to measure campaigns or personalise advertising,
where permitted and selected by you.
3.3 Your choices
Where consent is required, non-essential cookies or similar technologies will not be used until you
make a choice. You can accept, reject or manage non-essential technologies through the cookie
controls shown on sim.market. You can also change browser settings, although blocking essential
technologies may affect website functions.
3.4 Third parties
Some technologies may be provided by third-party services used for payments, analytics, customer
support, security or advertising. The specific providers and purposes may change as our technology
stack changes. The live cookie-preference tool on sim.market should be used for the most current list
where available.
3.5 Updates
We may update this Cookie Policy when technologies or legal requirements change. The current
version will be published on sim.market.
4. Refund & Cancellation Policy
4.1 Purpose
This policy explains how refund and cancellation requests are handled for sim.market eSIM
products. It does not limit consumer rights that cannot lawfully be excluded.
4.2 Before installation or activation
If an eSIM has not been installed, activated or materially used, please contact us as soon as possible
through the support channel published on sim.market. Depending on the product, delivery status
and applicable law, we may be able to cancel the order and issue a refund.
4.3 Immediate digital delivery and service commencement
eSIM products are delivered electronically and may be made available immediately after purchase.
Where applicable law requires an express request or acknowledgement before immediate supply or
performance begins, the checkout process will request it. Your cancellation rights may be affected
once digital delivery or service performance begins, subject to your mandatory statutory rights.
4.4 Technical failure or materially defective service
If you cannot activate or use an eSIM because of a technical issue with the service, contact support
before purchasing a replacement where reasonably possible. We may troubleshoot, re-provision,
replace the eSIM, extend validity, provide account credit or issue a full or partial refund depending
on the circumstances and your legal rights.
We may reasonably ask for device model, operating system, location, activation steps, network
settings, screenshots or other diagnostic information needed to identify the issue.
4.5 Situations generally outside our control
Subject to your statutory rights, refunds may not be due where the service itself is functioning but
the problem results from an incompatible or locked device, incorrect installation, use outside the
supported destination, deletion of an eSIM that cannot be reissued, failure to enable required
settings, or network conditions that do not amount to a breach of the service description.
4.6 How to request a refund
Use the support or contact channel published on sim.market and provide your order number, eSIM
or package, affected destination, device model and a short explanation of the issue. We will review
the request and may request reasonable technical information where needed.
4.7 Refund method
Approved refunds will normally be returned to the original payment method unless another lawful
method is agreed. Processing time after approval depends on the payment provider and issuing
bank.
5. Customer Complaints Code
5.1 Our commitment
Zuma Global Ltd wants complaints about sim.market to be handled fairly, transparently and
without unnecessary delay. This Code explains how to contact us, what information helps us
investigate, and how unresolved complaints are escalated.
5.2 How to complain
You can submit a complaint through the support or contact channel published on sim.market, or by
post to Zuma Global Ltd, Unit 19, 1-13 Adler Street, London, England E1 1EG.
5.3 Information that helps us:
Your name and contact details.
Order or account reference.
The eSIM package and destination involved.
What happened and when.
What outcome you are seeking.
Relevant screenshots or technical information, where available.
5.4 What happens next
We will record the complaint, acknowledge it within a reasonable time, investigate the relevant
order and technical records, and provide an outcome or update. If additional information is
required, we will explain what is needed and why. Complex network or partner investigations may
take longer, in which case we will provide reasonable updates.
5.5 Escalation
If you are dissatisfied with the first response, ask for your complaint to be escalated through the
support channel. A further review will be carried out where reasonably practicable.
5.6 Alternative Dispute Resolution
Where Zuma Global Ltd is required to participate in an approved Alternative Dispute Resolution
(ADR) scheme for the relevant service, we will publish the applicable scheme details and explain
when an eligible customer may refer a dispute. We will provide deadlock or ADR information where
required by applicable rules.
5.7 Accessibility
If you require additional assistance or an alternative format, please use the support or contact
channel published on sim.market and tell us what assistance you need. We will make reasonable
efforts to provide appropriate support.
5.8 Ofcom and legal rights
Ofcom regulates communications services in the UK but does not normally resolve individual
consumer disputes. Nothing in this Code removes any rights you may have under consumer law or
an applicable dispute-resolution process.
6. Acceptable Use & Fair Use Policy
6.1 This policy protects sim.market customers, network partners and infrastructure from misuse. It
forms part of the contract between you and Zuma Global Ltd when you use a sim.market eSIM or
connectivity service.
6.2 Lawful personal use
You must use the service lawfully, reasonably and consistently with the product description. Unless
we have agreed otherwise in writing, retail eSIMs are intended for the purchasing customer’s own
communications and data needs and not for wholesale redistribution or unauthorised resale.
6.3 Prohibited use: Fraud, identity theft, payment abuse or evasion of security controls.
Accessing, transmitting or facilitating material or conduct that is unlawful in the relevant
jurisdiction.
Malware distribution, denial-of-service activity, unauthorised network scanning or attempts to
gain unauthorised access to systems.
Spam, abusive automated messaging, harassment or activities intended to deceive users or
networks.
Interference with network integrity, signalling, provisioning or technical restrictions.
Use that breaches sanctions, export controls or another legal restriction applicable to the service.
Unauthorised resale, SIM/eSIM farming, credential sharing at scale, or use intended to
circumvent product limits.
6.4 Fair use
Some packages may be subject to network or wholesale-partner fair-use policies, including speed
management after a specified usage level. Any material fair-use threshold or speed restriction
applicable to a package should be disclosed on the product page before purchase.
We will not apply undisclosed arbitrary usage limits to a package presented as containing a fixed
data allowance. For an unlimited package, the relevant fair-use or speed policy will be displayed
clearly enough for a customer to understand the practical effect before buying.
6.5 Network management
To maintain security and service quality, we or our connectivity partners may take proportionate
network-management measures, including blocking malicious traffic, preventing abuse, responding
to congestion, or restricting activity that threatens network integrity. Such measures will be applied
consistently with applicable law and the purchased service description
6.6 Breach of this policy
Where we reasonably believe this policy has been materially breached, we may investigate and,
where proportionate, warn the customer, restrict the affected activity, suspend the service or
terminate it. Immediate action may be taken where necessary to protect customers, networks or
legal compliance.
6.7 Reporting abuse
Suspected abuse involving a sim.market service can be reported through the support or contact
channel published on sim.market. Please include relevant technical information, timestamps and
references where available.
Document owner: Zuma Global Ltd
This combined document is intended for customer publication on sim.market. It should be reviewed whenever the service
model, suppliers, customer journey, regulatory status or applicable law materially changes.