Terms of Service

Last updated: September 17, 2026

These Terms of Service ("Terms") govern your access to and use of Panda eSim ("Panda", "we", "us", or "our"), including the website pandaesim.com, our mobile apps, account portal, and related services (together, the "Service").

By creating an account, topping up credit, installing an eSIM, or otherwise using the Service, you agree to these Terms. If you do not agree, do not use the Service.

These Terms are written for our pay-as-you-go model: one global eSIM profile, a prepaid wallet balance, and data charged by usage at country rates, without fixed country data packages and without balance expiry (unless we state otherwise for a specific promotion).

1. Who we are

Panda eSim provides a consumer-facing travel connectivity Service. Wholesale mobile connectivity is supplied through third-party network and eSIM partners. Payments for wallet top-ups are processed by payment providers such as Stripe.

For questions about these Terms, contact Contact support.

2. Eligibility and account

  • You must be able to form a binding contract under applicable law and use the Service only for lawful purposes.
  • You must provide accurate account information (such as email) and keep your login credentials secure.
  • You are responsible for all activity under your account, including top-ups and data usage on issued eSIMs.
  • We may refuse, suspend, or close accounts that appear abusive, fraudulent, or in breach of these Terms.

3. The Service (what you get)

Subject to these Terms and available coverage, the Service may include:

  • account registration and sign-in on the website and/or app;
  • prepaid wallet credit for data usage;
  • issuance of a global data eSIM after the applicable setup/issuance requirements are met;
  • install details (such as QR code / SM-DP+ / activation information);
  • listed retail rates by country and deduction of usage from your wallet balance.

Unless we expressly say otherwise in writing:

  • the Service is data-only (no traditional carrier voice/SMS number is included);
  • calls and messages typically require internet apps (WhatsApp, FaceTime, etc.) over data;
  • we do not sell fixed "Country X / N GB / N days" packages as the core product;
  • coverage, networks, and speeds depend on third-party operators and local conditions.

4. Device compatibility and installation

  • You must use an unlocked, eSIM-compatible device. Compatibility is your responsibility to verify before purchase.
  • Install the eSIM over a stable Wi-Fi connection. Failed installs caused by device, OS, carrier lock, or user error are not our fault.
  • After install, you must enable the eSIM for mobile data and turn on Data Roaming for that line. Mobile data alone is often not enough.
  • The profile may appear under a generic label (for example "Connect") during install. That label is not always our consumer brand name. You may rename the line in device settings if your phone allows it.
  • We may provide install guidance on our Support pages. Following those steps is your responsibility.

5. Do not delete the eSIM

Do not remove, erase, or uninstall the Panda eSIM from your device unless our support team tells you to. eSIM profiles are often single-download. After deletion, reinstall may fail, a new profile may be required (with additional fees), and continued use is not guaranteed. Switching phones without our guidance can permanently lose access to that profile.

6. Fees, wallet, and billing

6.1 Setup / issuance

The first qualifying top-up may include a one-time setup / eSIM issuance fee (shown at checkout or in the account UI, currently commonly listed as $2.99). That fee helps cover wholesale eSIM issuance and related costs. After the eSIM is issued, the setup fee is generally non-refundable.

6.2 Wallet credit

You buy prepaid credit via our payment provider (for example Stripe Checkout). Credit is applied to your Panda wallet and used for data consumption at the applicable country rates. Unless a promotion states otherwise, unused wallet credit does not expire.

6.3 Rates and usage charges

  • Retail rates are shown on our site/app and may change. The rate that applies is the rate for the country/network usage at the time of consumption.
  • Your Panda account credit and usage shown in the website or app can lag behind real network consumption. Connectivity partners typically need on the order of about 10 to 15 minutes (and sometimes longer after top-ups or network settlement) to report usage into systems we can bill from. In normal cases you should expect the displayed Panda balance to catch up within about 30 minutes; in extreme cases the delay can be longer. During that window, data may still be used on the network even if your Panda balance has not yet updated.
  • Measured data volume and related charges can also differ from what you expect by around 10% or more. Local mobile operators and upstream partners decide how data is counted and reported in each country (including rounding, protocol overhead, and later reconciliations). That metering is outside Panda's control; we bill from partner-reported usage and cannot fully override or recalculate operator measurements.
  • We bill based on usage reported by connectivity partners. Small rounding differences can occur on top of the delays and metering variances above.
  • When your Panda balance reaches zero (or is insufficient), data may pause, throttle, or be disabled until you top up again. Separately, when the underlying partner / eSIM wallet is depleted, network data stops even if the Panda display has not yet caught up.
  • Taxes (including VAT/GST where applicable) may be collected by our payment provider according to your location and tax settings.

6.4 Refunds

Unless required by mandatory consumer law:

  • setup / issuance fees after eSIM issue are non-refundable;
  • consumed data credit is non-refundable;
  • unused wallet credit may be refundable at our discretion, minus non-refundable fees, payment processing costs, and any abuse-related adjustments;
  • chargebacks filed without contacting us first may lead to account suspension while we investigate.

7. Fair use, prohibited use, and abuse

You agree not to:

  • resell the Service or eSIM access without our written permission;
  • use the Service for unlawful content, fraud, spam, or network abuse;
  • attempt to reverse engineer, disrupt, or overload the Service or partner networks;
  • share one eSIM profile across devices in ways not supported by the profile (an eSIM install is typically bound to one device);
  • bypass usage metering, payment, or disable/suspend controls.

We may suspend or terminate Service immediately for suspected fraud, unlawful use, or material breach. Partner networks may also restrict access under their own policies (including permanent roaming or fair-use rules).

8. Third-party networks and no service guarantee

Mobile coverage, latency, throughput, and availability depend on third-party operators, radio conditions, device settings, and local regulations. We do not guarantee uninterrupted service, any particular speed, or coverage in every location shown on marketing maps.

Outages, partner maintenance, regulatory blocks, or incorrect phone settings (roaming off, wrong line selected, APN issues, airplane mode, etc.) can prevent connectivity even when your wallet has credit.

9. Support

Self-help guidance is available on our Support pages. For account-specific help, email Contact support from your account email and include device model, what you already tried, and relevant screenshots or payment receipts.

10. Privacy

How we handle personal data is described in our Privacy Policy. By using the Service you also acknowledge that connectivity and payment partners process data needed to operate eSIM provisioning, usage billing, and payments.

11. Intellectual property

The Panda eSim name, logos, website, app UI, and content are owned by us or our licensors. You receive a limited, revocable, non-exclusive right to use the Service for your personal (or internal business) use according to these Terms. You may not copy, scrape, or reuse our branding or content except as allowed by law or with our written consent.

12. Disclaimers

TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

We do not warrant that the Service will meet your requirements, be error-free, or that data will be delivered continuously or at any stated rate.

13. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE AND OUR SUPPLIERS ARE NOT LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, LOST DATA, BUSINESS INTERRUPTION, OR COST OF SUBSTITUTE SERVICES, ARISING OUT OF OR RELATED TO THE SERVICE OR THESE TERMS, EVEN IF ADVISED OF THE POSSIBILITY.

TO THE MAXIMUM EXTENT PERMITTED BY LAW, OUR TOTAL LIABILITY FOR ALL CLAIMS RELATING TO THE SERVICE OR THESE TERMS IS LIMITED TO THE AMOUNTS YOU PAID TO US FOR THE SERVICE IN THE THREE (3) MONTHS BEFORE THE EVENT GIVING RISE TO LIABILITY (EXCLUDING AMOUNTS ALREADY CONSUMED AS DATA USAGE WHERE SEPARATELY REQUIRED BY LAW).

Nothing in these Terms excludes liability that cannot be excluded under mandatory consumer protection law.

14. Indemnity

You will defend and indemnify Panda eSim and its operators, officers, and partners against claims, damages, and costs (including reasonable legal fees) arising from your misuse of the Service, your device/install choices, your breach of these Terms, or your violation of law or third-party rights.

15. Suspension and termination

You may stop using the Service at any time. You may request account deletion through the account tools or by contacting support; deletion does not automatically refund fees or restore a deleted eSIM profile.

We may suspend or terminate access for breach, risk, non-payment, partner requirements, or if we discontinue the Service. If we discontinue the Service permanently, we will handle unused wallet balances in a manner consistent with applicable law and our refund policy above.

16. Changes to the Service or Terms

We may update rates, features, partner networks, and these Terms. Material changes will be posted on this page with an updated date. Continued use after changes become effective constitutes acceptance, except where mandatory law requires a different process.

17. Governing law and disputes

These Terms are governed by the laws of Slovakia, without regard to conflict-of-law rules, except where mandatory consumer law in your country of residence requires otherwise. Courts in Bratislava, Slovakia shall have non-exclusive jurisdiction, subject to any mandatory consumer venue rights.

If your local law gives you non-waivable consumer rights, those rights still apply.

18. General

  • If a provision is unenforceable, the rest remains in effect.
  • Failure to enforce a provision is not a waiver.
  • You may not assign these Terms without our consent; we may assign them in connection with a reorganization or sale.
  • These Terms, together with the Privacy Policy and any in-product disclosures (rates, fees, checkout text), are the entire agreement for the Service.

19. Contact

Panda eSim
Website: https://pandaesim.com
Email: Contact support

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