Terms and conditions

Version: 15 October 2026.

1. Who we are

ArrivalSIM, KvK 83711295, VAT ID NL003861800B40, support@arrivalsim.com. Our address and other trader details are on our company details page.

2. What these terms cover

These terms apply to every order on this website. You can read and save them before you order. They are also attached to your order confirmation.

3. The service

We sell prepaid mobile data plans delivered as an eSIM. Each plan page states the data amount, the number of days, the countries covered, when the days start and whether top-up is possible. Plans are data only, without calls, texts or a local number.

4. Your phone

You need a phone that supports eSIM and is not carrier locked. Please use our compatibility check before ordering. If your phone cannot install the eSIM, you get a refund as long as the eSIM was not installed (see article 8).

5. Prices and payment

Prices are shown in euro, US dollar, Australian dollar or Singapore dollar, depending on where you are. Prices include VAT where it applies. You pay through our secure checkout with the payment methods shown there. The order is final once you press the button that says you will pay.

6. Delivery

We deliver the eSIM by email straight after payment, with a QR code and installation instructions. You also find it in your account.

7. Installation and settings

You are responsible for installing the eSIM as described in our installation guide and for the settings on your phone. This includes switching on the ArrivalSIM line, setting it as the line for mobile data and turning on data roaming for that line. If the eSIM does not work because these steps were not followed, or because the eSIM was deleted from the phone, this is not a fault in our service and does not entitle you to a refund. We are always happy to help you with the settings. Your rights under mandatory consumer law are not affected.

8. Right of withdrawal

You have 14 days to withdraw from the contract. Because you ask us to deliver the eSIM straight away, the right of withdrawal ends once you install the eSIM. You confirm this before checkout. Until the eSIM is installed, you can cancel and get the full amount back. Details: withdrawal and refunds.

9. Conformity and faults

The eSIM must work as described on the plan page. If it does not and the cause lies with us or our supplier, contact us during your trip. We will help, replace the plan or refund it in full or in part. Your legal rights as a consumer always apply. Please report a problem during your trip, while the plan is still valid, so we can check and fix it. If a problem is first reported after the plan has expired, we may no longer be able to check it.

10. Liability

Our liability is limited to the price of the plan, unless the damage results from intent or gross negligence on our side. This does not limit your rights under mandatory consumer law.

11. Fair use

Plans are for personal use. Reselling, using the eSIM in devices other than phones, tablets or laptops, or using it to harm networks is not allowed.

12. Complaints

Something wrong? We want to hear it.

1. Email support@arrivalsim.com with your order number and a short description. If it happens during your trip, write straight away, so we can still help.
2. We confirm receipt within 2 working days.
3. You get a full answer within 14 days. If we need more time, we tell you why and when to expect it.

If we cannot solve it together: ArrivalSIM is not a member of a disputes committee. You can take the dispute to the competent court. If you live in another EU country, the European Consumer Centre in your country can give free advice. The EU online dispute resolution platform (ODR) closed on 20 July 2025, so we do not link to it.

13. Law

Dutch law applies. If you live in another EU country, you keep the protection of the mandatory law of your own country. Disputes go to the competent court in the Netherlands, unless the law says otherwise.

Full trader details: Company details.