Terms and Conditions

1. Who we are

Pure Freedom Travel is the trading name of PF Enterprises Pty Ltd (ABN 39 681 029 327), a company registered in Australia (“we”, “us”, “our”), and Pure Freedom is the brand it sells under on this website. We sell prepaid eSIM data plans, and some voice and SMS plans, for use in the destinations listed on this website. The mobile service itself is provided over the networks of our supplier and its partner carriers in each country; we are the reseller you buy from and the party responsible to you under these terms.

2. Some words we use

• eSIM: a digital SIM profile that is downloaded to a compatible phone or device instead of a plastic SIM card.
• Plan: the data (and, for Voice & Data plans, the calls and texts) you buy for an eSIM, with a stated allowance, destination and validity.
• Validity: how long a plan can be used once it starts. No Expiry plans have no validity limit on the data itself.
• Top-up: an additional plan added to an eSIM you already have, without a new eSIM.
• eSIM page: the private page for one eSIM, reached with the link and password we give you at purchase, where the eSIM can be installed, checked and topped up without an account.
• Supplier: the wholesale eSIM provider and the mobile networks that carry your data.

3. Who can buy, and your account

• You must be at least 18 years old, or buying with the consent of a parent or guardian.
• You can buy with an account, as a guest with just an email address, or anonymously with no email at all. See section 11 for what an anonymous purchase means for support.
• If you create an account, keep your password private and tell us if you think someone else is using it. You are responsible for purchases made on your account.
• The information you give us must be accurate, including the country you live in, which decides the prices and tax you are charged (section 7).

4. Your device

eSIMs only work on devices that support eSIM and are not locked to a carrier. It is your responsibility to check this before you buy. Our compatibility page lists devices known to work, but device makers and carriers change their models and lock policies, and some regional variants of a phone lack eSIM. If your device turns out not to support eSIM, the refund rules in section 9 apply: a plan that has not been installed can be refunded within the change-of-mind period; one that has been installed or connected cannot.

5. Ordering, delivery and installing

• Your eSIM is delivered digitally, straight after payment: on the confirmation page, on its eSIM page, in your account if you have one, and by email if you gave an address. There is nothing physical to post.
• Each eSIM can be installed on one device, once. Once it is installed it cannot be moved to another device, and if it is deleted from the device it cannot normally be installed again. Do not delete an eSIM you may still need.
• Install over Wi-Fi before you travel. We recommend installing at least a day before departure so any problem can be sorted out while you still have internet access.
• Unless the plan says otherwise, validity starts the first time the eSIM connects to a mobile network, not when you buy it or install it. The plan page shows the validity period.
• Some eSIMs must be installed within a period after purchase set by the supplier. Where that applies it is shown on the eSIM page; an eSIM that is not installed within that period may lapse.
• Installation and network settings on your device (turning the line on, enabling data roaming, choosing the eSIM for mobile data) are described on the eSIM page and in our help pages. We cannot do them for you, but our support will help.

6. Data allowance, fair use and throttling

Plans with a fixed allowance

A plan with a stated amount of data (for example 5 GB) stops passing data when that amount is used or the validity ends, whichever comes first. You can buy a top-up to continue. Unused data is not refunded and does not carry over unless the plan says so. Usage is measured by the supplier's network, and the figure shown on the eSIM page may lag behind real use by a short time.

Unlimited plans

“Unlimited” plans are subject to a fair use policy. They include a daily allowance of full-speed data. Once that allowance is used in a day, the connection is throttled: it keeps working, but at a reduced speed (typically around 1 Mbps, enough for messaging, email and maps but not for streaming video or large downloads). Full speed returns at the start of the next day, counted in the network's time zone. The daily allowance is set by the supplier for each destination and may change; ask us before you buy if it matters to your trip.

What networks may do

• Mobile networks may manage traffic at busy times or in congested places, and speeds vary by location, device, time of day and the network you are on. We do not guarantee a particular speed.
• Some networks or plans restrict or do not support tethering (personal hotspot). Where we know of a restriction we say so on the plan page.
• The supplier may suspend an eSIM that is used in a way that breaches its fair use rules or these terms, for example continuous machine-to-machine traffic, commercial resale of the connection, or use that harms the network.

Voice & Data plans

Plans that include calls or texts show the included minutes and messages on the plan page, and where a phone number is included, the country of that number. Calls and texts outside the stated allowance or destinations are not included. These plans are provided by a specific carrier and may have their own conditions, which we pass on to you on the plan page.

7. Prices, currency and tax

• Prices are shown in the currency chosen at the top of the page. What you are charged is set by where you are: customers in Australia are charged in Australian dollars, and the price includes GST. Customers elsewhere are charged in the currency shown, with any applicable tax stated at checkout. Prices in other currencies are converted from our Australian price at the day's exchange rate.
• The price you pay is the one shown at checkout at the time you pay. We may change prices at any time for future purchases.
• Coupon codes are subject to the conditions stated when they are issued, may be limited in number or per customer, and cannot be exchanged for cash.
• Your order confirmation email is your receipt and tax invoice. If you need a differently formatted invoice, contact us with your order details.

8. Payment

Payments are processed by Stripe. We never receive or store your card number. If you have an account and choose to save a card for next time, it is saved by Stripe, not by us, and can be removed at any time from the payment page. A plan is only issued once Stripe confirms your payment; if a payment is declined or fails after a delay, no plan is issued and nothing is charged.

9. Refunds, cancellations and the Australian Consumer Law

Your rights under the 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 service. Nothing in this section limits those rights.

Change of mind

• If your eSIM has not been installed on any device, you can ask for a full refund within 14 days of purchase, for any reason. Contact us with your order reference or ICCID.
• Once an eSIM has been installed or has connected to a network, the plan is in use and we cannot refund it for a change of mind, an incompatible or locked device, a cancelled or shortened trip, or data that was not used. This is because the supplier has issued and charged us for the plan at that point.
• Top-ups cannot be refunded once applied to the eSIM.
• Unused data, minutes or texts at the end of a plan's validity are not refunded.

When something is wrong with the service

• If an eSIM cannot be installed on a compatible, unlocked device, or does not connect in a covered destination despite following the installation steps, contact us as soon as possible and while you are still in the destination if you can. We will work with you and the supplier to fix it; if it cannot be fixed, we will replace the eSIM or refund it.
• Please give us the ICCID, the device model, the country and network shown on the phone, and what the phone displays, so we can diagnose it quickly.
• A refund is not owed where the problem was caused by an unsupported or locked device, the eSIM being deleted from the device, roaming or the line being switched off in the phone's settings, or use outside the plan's destinations or allowance.

How refunds are paid

Refunds go back to the payment method used, in the currency charged, normally within 5 to 10 business days of our confirming the refund. We do not refund in cash or to a different card. Where a refund is agreed for part of a plan, it is worked out in proportion to the unused part.

10. Coverage, service limits and emergency calls

• Each plan works in the destinations listed for it, on the partner networks shown on its eSIM page. Coverage within a country depends on those networks and may not reach everywhere, including rural areas, underground, on ferries or in remote regions.
• If your phone connects to a network the plan does not include, data will not work. The eSIM page shows the network you are on and how to select a supported one by hand.
• The service depends on third-party networks and the supplier's systems. Outages, maintenance and network changes can interrupt it. We will help where we can, and section 9 says what happens if the service fails.
• Data-only eSIMs cannot make voice calls, including emergency calls. Keep your usual SIM active, or make sure another means of calling emergency services is available, when you travel. Voice & Data plans support calls only as described on the plan page.
• The eSIM is for personal use in a phone, tablet or similar device. It is not sold for use in routers, vehicles, trackers or machine-to-machine equipment unless we agree in writing.

11. Guest and anonymous purchases

You may buy without an account and, if you wish, without giving an email address. An anonymous purchase is shown only on the confirmation page and on the eSIM page, whose link and password are given to you once at that time. We hold no record that could identify you, so we cannot recover those details for you if they are lost, and we may not be able to tell that a later request about the eSIM comes from its buyer. Save the link, the password and the install codes before you leave the page. Guests who give an email receive the same details by email and can create an account later with that address to see the eSIM there.

12. Acceptable use

• Use the service lawfully and in line with the laws of the country you are in.
• Do not resell, share commercially or bundle the service without our written agreement, or use it to send spam, attack networks or systems, or interfere with other users.
• Do not attempt to bypass usage measurement, fair use limits or the installation limits of an eSIM.
• Do not advertise this website through unsolicited messages. Promoting Pure Freedom by unsolicited bulk or commercial email, SMS, instant or social-media messages, automated calls or unsolicited advertisement postings is prohibited, for customers, resellers, affiliates and anyone else acting for us. We do not accept sign-ups or orders obtained that way: the account or partnership is closed, any commission is withheld, and the matter is reported where the law requires it. See the privacy policy for how to report a message you did not ask for.
• We, or the supplier, may suspend or cancel an eSIM used in breach of these terms, and no refund is owed for that plan.

13. Our responsibility to you

To the extent permitted by law, and without limiting your rights under the Australian Consumer Law, our liability for any claim relating to a plan is limited to supplying the service again or paying the cost of having it supplied again, and we are not liable for indirect or consequential loss such as lost bookings, missed connections or lost business. We are not responsible for the compatibility or condition of your device, for charges from your home carrier, or for the acts of networks we do not control, except where the law makes us responsible for them.

14. Privacy

How we handle your personal information is set out in our Privacy Policy, which forms part of these terms. You can delete your account at any time from your profile.

15. Changes to these terms

We may update these terms from time to time, for example when the supplier's conditions change. The date at the top shows when they were last changed. The terms in force when you bought a plan apply to that plan. Continuing to use the website or to buy after a change means you accept the updated terms.

16. Governing law and disputes

These terms are governed by the laws of Australia, and you and we submit to the courts of Australia. If you have a problem, please contact us first: most issues are resolved quickly by our support team. If you are not satisfied with our response, you may also contact the consumer protection agency in your state or territory, or the Australian Competition and Consumer Commission.

17. Contact

Pure Freedom Travel, a trading name of PF Enterprises Pty Ltd, ABN 39 681 029 327. Reach us through the contact page, by email or on WhatsApp; the details are on that page. Please include your order reference or ICCID so we can find your eSIM.