Terms of service

Updated 2026-11-14

These terms are an agreement between you and Sidequest Labs Pty Ltd (ABN 40 693 165 141), which trades as SimPig ("SimPig", "we", "us"). They apply when you use simpig.com, buy an eSIM or top-up from us (yourself, or through an AI assistant or another person), or use a SimPig eSIM. By paying, you agree to them. Please read the refunds section in particular.

1. Your rights under Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

Nothing in these terms excludes, restricts or modifies those rights or any other right you have under the law. Where these terms say "no refund", they mean we do not give refunds in those situations beyond what the law requires.

2. What you are buying

A SimPig eSIM is a digital mobile data service: an eSIM profile, delivered by email and on screen, that connects your device to partner mobile networks in the countries the plan covers, for the data allowance and number of days shown when you buy. Unless a plan says otherwise, it is data only: no phone number, calls or SMS.

We are not a mobile network. We supply eSIMs from our wholesaler, and the connection is provided by local networks. Coverage, speed and network availability depend on those networks, your location and your device, and can vary like any mobile service. Plans may be subject to the network's fair use limits shown with the plan.

A plan starts when the eSIM first connects to a supported network in a covered country, unless the plan says it starts when installed. It ends when the days run out or the data is used up, whichever comes first. An eSIM that is never activated may expire after the period set by the network (shown on the plan where available).

3. Your responsibilities before you buy and install

• Check that your device supports eSIM and is not locked to a carrier. A locked or incompatible device is not a fault with the eSIM.
• Check you are buying for the right country or region, and the right amount of data and days.
• Install the eSIM as instructed, ideally before you travel, on a stable internet connection. Most eSIMs can be installed only once: if you delete it, reset your device or change devices, it may not be recoverable.
• When you arrive, select the SimPig eSIM for mobile data and turn on data roaming for it.
• Turn off data roaming on your home SIM. We are not responsible for charges from your home mobile provider.
• Keep the activation code and QR code private. Anyone who has it can install your eSIM.
• Follow the laws of the countries you visit, and any registration requirements of the local network.

4. Prices and payment

Prices are in Australian dollars and include GST where it applies. You pay once; there are no subscriptions or automatic top-ups. Payments are processed by Stripe. Your bank may charge its own fees, for example for international transactions.

Payment is taken when you check out, except for mates rates purchases, where your card is held and charged later (section 7). We may decline or cancel an order before the eSIM is delivered, for example if a price was wrong, the plan is unavailable or we suspect fraud. If we cancel before delivery, you get a full refund.

5. Delivery

We usually deliver within minutes of payment, on screen and by email to the address you gave. If we cannot deliver your eSIM within 24 hours of payment, we will either deliver it or refund you in full. You are responsible for giving a correct email address.

6. Refunds

eSIMs are digital. Once an eSIM is delivered, it has been issued to you by the network and cannot be returned, reissued to someone else or resold. So, except where the Australian Consumer Law requires otherwise (section 1), all sales are final once your eSIM is delivered.

We do not give refunds in any of these situations:

• The eSIM has been activated, or the network has recorded any data usage on it.
• Unused data or unused days, including when you used part of a plan, did not need it all, or your plan ran out of days before data.
• An eSIM that was delivered but never installed or never used, including when your trip was cancelled, delayed, shortened or changed, or you changed your mind.
• You bought for the wrong country or region, or the wrong plan, amount of data or number of days.
• Your device does not support eSIM, is locked to a carrier, or was lost, stolen, damaged, reset or replaced, or the eSIM was deleted.
• You did not follow the installation or activation instructions, for example you did not turn on data roaming for the eSIM.
• Normal variations in coverage or speed, such as congestion, indoors or remote areas, that do not amount to a failure to provide the service.
• Your access was limited, suspended or ended because you broke these terms.
• Top-ups, which follow the same rules as eSIMs.

When we will help, and refund where we must: if we could not deliver your eSIM; if you were charged twice for the same order; if we cancelled your order; or if your eSIM cannot be made to work through no fault of yours. In that last case, contact us while the plan is still valid. We will investigate using the network's records (including whether the eSIM connected and whether it recorded usage) and may ask for details such as your device model and screenshots. Where the problem is not a major failure, we will first try to fix it, for example with troubleshooting, a replacement eSIM or a top-up. If we cannot fix it in a reasonable time, or it is a major failure, we will refund you as the Australian Consumer Law requires.

To ask for help or a refund, email hello@simpig.com with your order reference. Please contact us as soon as you notice a problem: a plan that has expired or been used cannot be diagnosed. Approved refunds go back to the original payment method and can take 5 to 10 business days to appear.

7. Mates rates (shared discount links)

A mates link lets a group buy eSIMs for the same trip at a shared discount. When you start one at the checkout, you get a link to share. Each person who buys an eligible eSIM from it before the window closes (usually 24 hours from the first purchase) counts towards the group's discount. The discount tiers are shown on the link and at the checkout and may change for new links.

When you buy through a mates link, you authorise us to hold the full price on your card. When the window closes, we charge the discounted price the group reached and release the rest of the hold. If nobody else joins, you pay the full price. Your bank may show the full amount as pending until then; how long a released hold takes to disappear depends on your bank. Your eSIM is delivered straight away; you do not have to wait for the window to close.

• One eSIM per person per link. The plan must cover the link's trip.
• Discounts are capped per order, and a plan never goes below a minimum price.
• Only genuine purchases by different people count. Buying several times yourself (with different emails, cards or devices) to raise the discount, or any other manipulation, is not allowed: we may remove those purchases from the count, charge the full price, cancel the discount for the people involved and limit or close their accounts.
• If we cannot charge the discounted amount (for example, your bank releases the hold early), we may ask you to pay it, or charge it to the same payment method where you have agreed to that.
• Display names on a link are visible to anyone who has the link. Do not use your full name if you prefer not to, and do not use offensive names; we may change or remove them.
• We may change, pause or end mates rates at any time. That does not affect purchases already made.

8. Your account and acceptable use

An account is created for the email address an eSIM is bought with. You must be 18 or older to buy. You are responsible for activity on your account and for keeping your password and devices secure. Tell us straight away if you think someone else has accessed it.

You must not:

• use a payment method you are not authorised to use, or buy with intent to dispute the charge;
• resell SimPig eSIMs, or buy in bulk for resale, without our written agreement;
• use an eSIM for anything illegal, for spam, or in a way that harms or interferes with a mobile network;
• get around our limits (such as order quantities or rate limits), or use automated tools on our site other than our published API for assistants;
• interfere with, test or attack our systems without our written permission;
• abuse or threaten our staff.

9. When we may limit, suspend or close accounts

To protect you, us and the networks, we may limit how many eSIMs or orders an account, email address, card, device or IP address can buy in a period; decline or cancel orders before delivery; and require more checks before an order goes through.

We may suspend or close an account, refuse future orders from a person, and where possible suspend or deactivate eSIMs bought by it, if: we reasonably suspect fraud or unauthorised payment; a chargeback or payment dispute is raised (section 10); you break these terms; the network or our supplier requires it; or the law requires it. Where it is reasonable and lawful, we will tell you why and give you a chance to respond. If we close an account because you broke these terms, we do not refund eSIMs that were already delivered, except where the law requires.

Networks may also apply their own fair use policies and may slow or suspend an eSIM used in a way the plan does not allow.

10. Payment disputes and chargebacks

If something is wrong, please contact us first: most problems are fixed quickly, and a refund through us is faster than a dispute through your bank.

If you dispute a charge with your bank for an eSIM that was delivered, we will give the bank our records, which can include delivery and email records, the network's activation and data usage records, and the IP addresses and devices used. While a dispute is open, we may suspend the eSIM and your account. If the dispute is decided in our favour, the charge stands; if you raised a dispute for an eSIM you received and used, we may close your account and refuse future orders. Raising a dispute does not affect your rights under the Australian Consumer Law.

11. Buying for someone else, or through an AI assistant

If you buy an eSIM for someone else, or an AI assistant buys one for you, the person who pays agrees to these terms and is responsible for the order. The eSIM and its account belong to the email address it was bought for. Whoever has the order link or the activation code can install the eSIM, so share them only with the person who will use it.

12. Our liability

Subject to section 1 and to the extent the law allows: we are not liable for loss caused by things outside our reasonable control (such as network outages, natural disasters or government action); for charges from your home mobile provider; or for indirect or consequential loss, such as lost business, missed travel connections or the cost of other connectivity, except where that loss was reasonably foreseeable and caused by our failure to meet a consumer guarantee.

If the services are not of a kind ordinarily acquired for personal, domestic or household use, our liability for failing to meet a consumer guarantee is limited, where the law allows, to supplying the service again or paying the cost of having it supplied again.

13. Privacy

Our privacy policy at simpig.com/privacy explains how we handle your personal information.

14. Changes to these terms

We may update these terms. The version in force when you buy applies to that purchase. Changes to how mates rates or refunds work apply only to purchases made after the change.

15. Law and contact

These terms are governed by the laws of New South Wales, Australia. You and we submit to the courts of New South Wales and the courts that hear appeals from them, without limiting any right you have to bring a claim elsewhere under the law.

Sidequest Labs Pty Ltd, ABN 40 693 165 141, trading as SimPig. Contact: hello@simpig.com.