Travel eSIM service terms

This is a translation, provided so you can understand what you are agreeing to. The binding version is the Spanish one, and it prevails in the event of any discrepancy.

These terms govern the purchase of the travel data eSIMs that moovi sells under the Gigapass brand. They are different from the mobile and fibre terms: neither the service nor the provider is the same.

Who provides the service

The service is provided by MOOVI TELECOM, S.L. (Spanish tax ID B75242982), registered at Calle Rodríguez San Pedro nº 2, Oficina 409, 28015 Madrid, Spain. The contract is entered into directly between moovi and you: moovi is who you contact for any question, incident, complaint or refund.

To deliver connectivity at your destination, moovi relies on a wholesale eSIM provider and on the local network operators of each country. Those operators are the ones providing coverage on the ground, and they differ in each destination.

What this service is and is not

• It is a data roaming service on a prepaid digital SIM (eSIM), paid once and not self-renewing.
• It does not include a Spanish phone number and does not replace your line. Your usual SIM stays in the phone with your number.
• Most plans are data only. Calls and texts still go through your usual line, at whatever rates your operator applies. Where a destination has plans that include minutes, it is stated on that destination's page.
• It is not an electronic communications service provided by moovi as an operator, and it carries no number from the Spanish national numbering plan.
• It does not guarantee access to emergency services. Use your usual line to call 112.

Phone compatibility

You need a phone that is eSIM capable and carrier unlocked. Checking compatibility before buying is your responsibility: the website has a checker with the list of supported devices. If you buy an eSIM and your phone does not support it, tell us and we will refund you, provided you have not installed it.

Delivery, installation and activation

• After payment you receive the QR code and the installation instructions by email. Delivery is immediate and digital: nothing physical is shipped.
• The eSIM is installed before you travel, over your usual wifi connection.
• Validity starts counting with the first connection to a network at your destination, not with the purchase or the installation. You can buy and install it weeks in advance without using up days.
• Once installed, the eSIM is tied to that device and cannot be transferred to another one or passed on to a third party.
• On arrival you must have data roaming switched on for the Gigapass line.

Coverage, speed and usage

• Coverage and speed depend on the local networks available in each country and on the area you are in. No specific network, no specific technology (5G, 4G) and no minimum speed is guaranteed.
• The data you bought is used until it runs out. When it does, the connection stops: no additional charges are generated for excess usage. You can top up the same plan from your account.
• Unused data does not roll over and is not refunded when the plan's validity ends.
• The plan stops working when the data runs out or when the days you bought expire, whichever comes first.

Prices and payment

The prices shown are final, taxes included and for the whole plan: a single payment, with no instalments and no lock-in. You can view prices in other currencies, but the charge is made in the currency stated at the time of payment; if your bank applies a conversion or a fee, that is a matter for your bank.

Right of withdrawal

As a consumer you have fourteen calendar days to withdraw from the contract without giving a reason. However, the eSIM is digital content delivered immediately: by buying, you expressly request that performance begin at once and you acknowledge that, once the QR code has been delivered, you lose the right of withdrawal, under article 103.m) of the Spanish consolidated Consumer Protection Act.

Separately from that right, and as its own commercial policy, moovi refunds the amount when the eSIM has not been installed or activated and you ask within thirty days of the purchase, and also when the eSIM does not work for a reason attributable to us. Write to us and we will sort it out.

Fair use

The service is for personal use during a trip. You may not:

• Resell it, transfer it or commercialise it, or use it to provide a service to third parties.
• Use it permanently or almost permanently in a single country, in such a way that it stops being travel roaming.
• Use it to send unsolicited bulk communications, for fraudulent activities or for any purpose contrary to the law.
• Tamper with the eSIM, the profile or the associated systems, or try to circumvent the plan's limits.

Use contrary to the above may result in the plan being suspended or cancelled without a refund.

Support, incidents and complaints

Support is provided by moovi: write to hola@moovitelecom.com, message us on WhatsApp or call 900 433 105. If you are not satisfied with the answer, you can turn to the consumer body that corresponds to your place of residence and to the European online dispute resolution platform: ec.europa.eu/consumers/odr.

Data protection

The controller of your data is MOOVI TELECOM, S.L.. To provide the service, the strictly necessary data is shared with the wholesale eSIM provider, which acts as a processor and is located outside the European Economic Area, with Standard Contractual Clauses approved by the European Commission as the safeguard. It is set out in detail in the privacy policy.

Governing law

This contract is governed by Spanish law. If you are a consumer, this does not affect the protection afforded to you by the mandatory rules of your country of residence.