General Notices

eSIM Terms

Last updated: Feb 23, 10:56 AM

1. What are 1GLOBAL Terms:

1.1 You may purchase 1GLOBAL eSIM Data Plans (the “Data Plans Services”) subject to 1GLOBAL Terms and Conditions (the "Service Terms”). These conditions apply from xxx and may be revised from time to time.

1.2 By accepting 1GLOBAL Terms & Conditions, you are entering into an agreement with 1GLOBAL to provide you the Data Plan Services.

2. LemFi’s Role:

2.1 We offer the 1GLOBAL eSIM Data Plan Services as an agent of 1GLOBAL. LemFi is the brand name associated with the services offered by Pomelo Group Technology Inc, and its subsidiaries (“Pomelo Group Subsidairies”). If you purchase 1GLOBAL eSIM Data Plan Services, you do so through one of the Pomelo Group Subsidiaries, acting as an agent of 1Global.

2.2 Pomelo Group Subsidiaries are not responsible for any aspect of the 1GLOBAL eSIM Data Plan Services, including the download of the eSIM, its activation, connectivity, usage or the delivery of the 1GLOBAL eSIM Data Plan Services.

2.3 LemFi only markets and facilitates the purchase of 1GLOBAL Data Plans.

2.4 LemFi may also provide some customer support services to you if you purchase 1GLOBAL Data Plans.

3. How Does LemFi offer 1GLOBAL Data Plans:

3.1 You may purchase the 1GLOBAL eSIM and associated Data Plan Services through the LemFI Mobile App (the “LemFi App”), which is downloaded onto your mobile device. An eSIM is not a physical sim card.

3.2 You may only download the 1GLOBAL eSIM onto your mobile device once you have paid for the Data Plans Services and provided your mobile device is compatible with the 1GLOBAL eSIM and Data Plan Services.

3.3 Before your purchase of the 1GLOBAL eSIM, you should check your eligibility, the compatibility of your device to support an eSIM download. We will display on the LemFi App, the purchase price, the amount of data, the length of time it is valid for and the countries covered under your proposed purchase.
3.4. 1GLOBAL eSIM and associated Data Plans can only be used on the device that they were activated on at the time of use. You cannot transfer your 1GLOBAL eSIM or associated Data Plan to a different mobile device other than the device on which you originally downloaded the eSIM.

3.5 You can view the following information on the LemFi App:

View all active eSIM plans
Check data usage and remaining balance
See expiration dates for each plan
Download eSIM QR codes again (if you need to reinstall)
Purchase top-ups or new plans
View purchase history

3.6 You need to ensure your mobile device settings are configured in accordance with our instructions before you download the 1GLOBAL eSIM.

4. Key Benefits of 1GLOBAL eSIM:

4.1 Instant activation - ready to use as soon as you have landed at your destination country with which the Data Plan is associated and available.

4.2 No roaming charges shall apply to your use of the Data Plan by your carrier other than for voice calls or if your Data Plan has expired.

4.3 You will be able to keep your existing phone numbers for calls and texts.

4.4 eSIM Data Plans are currently available for use in 76 countries but this may change from time to time.

5. Eligibility & Limitations:

5.1 You have an active, verified LemFi account;

5.2 Your mobile device is compatible with 1GLOBAL eSIM use (iPhone XS or newer, Google Pixel 3+, Samsung Galaxy S20+, and more).;

5.3 You have accepted 1GLOBAL Service Terms;

5.4 You may only purchase up to 5 active eSIM Data plans at the same time;

5.5 You may purchase as many plans as required for different destinations or for the same destination;

5.6 You may only store up to 10 eSIM profiles on the device but only 1 eSIM active at a time;

5.7 Data Plans automatically expire after the validity period (7, 15, or 30 days from first use) and any unused data is not rolled over to a new data plan purchased;

5.8 You would be notified of the following:

- When you have used 80% of your purchased data plan;
- Before and after your data plans expire, and if you wish to repurchase a new data plan.

6. How Can you Purchase 1GLOBAL eSIM

6.1 login to your LemFi App and select eSIM Services and choose country plan;

6.2 Select the most suitable Data Plan Services based on your desired country, data size, number of days required for the Data Plan;

6.3 Review Purchase Details - Check Data Plan coverage, data amount, validity, and total price;

6.4 Choose Payment Method- Pay with LemFi Wallet balances (GBP/USD/CAD/EUR), or card, Apple Pay, or Google Pay. You are not permitted to make purchases of the 1GLOBAL eSIM or associated Data Plans, using your LemFi Rewards or LemFi Points.

6.5 Receive eSIM - you will receive QR code and setup instructions via email (within 15 minutes);

6.5 Install eSIM - Follow the in-app installation prompts to install eSIM automatically or manually;

6.6 Activate Data Plan- when you arrive at your destination country of use.

It is important to note that Data Plans only become active when you arrive at a destination country and not when you purchase the 1GLOBAL eSIM Data Plans.

7. LemFi Services Associated to eSIM:

7.1 We provide customer support services that enable you to:
- Resolve purchase and payment issues related to Data Plans;
- Address refund requests related to Data Plans;
- Answer questions or queries related to the Data Plans on offer;
- Provide basic eSIM installation advice and guidance;
- Respond to any billing queries.

7.2 You may reach the LemFi Customer Support through In-app support; by email at support@lemfi.com or via telephone.

8. Technical & Network Issues

8.1 LemFi shall escalate any technical and network issues associated with the use of the Data Plans to 1GLOBAL. This includes, but is not limited to:
common network Issues and complaints:

- No signal or poor signal strength
- eSIM won't install or activate
- Faster-than-expected data usage
- Service not available as advertised

9. Refunds & Cancellations Eligibility:

9.1 You might be entitled to a refund, if:

You did not receive an eSIM within 24 hours.
eSIM could not be installed due to technical error (verified by LemFi support).
Data Plan Service unavailable in advertised country.
Duplicate purchase (customer error)
Wrong plan purchased (refund within 24 hours, before activation)

10. When Refunds Are Not Available:

- Your data plan had already been activated and some or all data plans were used. 
- You changed your travel plans (plans are non-refundable once issued). 
- Network speeds slower than expected.
- For unused data after the plan expires (validity is fixed).
- Your mobile device was not compatible (you should check compatibility before purchase).

11. How to Request a Refund:

11.1 To claim a refund:

- You should contact LemFi support via app, email, or phone.
- Explain the issue and provide order details.
- LemFi reviews the request within 48 hours.
- If approved: refund shall be processed in 3-5 business days.
- If denied: LemFi shall provide an explanation for the refusal of refund and customers can escalate their complaint to 1GLOBAL. 
- LemFi can only refund monetary value.

12. Cancellations:

12.1 You cannot cancel a Data Plan purchase after the eSIM profile is delivered (usually within 15 minutes of purchase). eSIMs are digital products delivered instantly, so standard cooling-off periods do not apply. Customers should ensure they've selected the right plan before completing their purchase.

14. What are LemFi’s Responsibilities:

Processing payments to purchase the Data Plans.
Delivering eSIM profiles to you.
Providing you with accurate pricing and Data Plan information.
Refunds (where you are eligible).
First point of contact for customer support and complaint handling.

15. What are 1GLOBAL’s Responsibilities:

Data Plan related network infrastructure and connectivity.
eSIM profile generation and activation.
Network coverage as advertised.
Data Plans delivery (1GB, 3GB, etc. as purchased).
Network performance and uptime.
All technical support related to your installation, use of the Data Plans purchased through LemFi App.

16. LemFi Data Plan Exclusions:

16.1 LemFi shall not be liable for:

Specific network speeds (which varies based on your use location, availability and network conditions);
100% coverage everywhere in the advertised countries/territories;
Uninterrupted service;
Compatibility with your device to use the Data Plans,
Any other technical errors or system failures associated with the purchased Data Plans;
Your lack of access and use of the Data Plan’s based on local network restrictions, regulatory permissions, weather and other environmental conditions as applicable from time to time.

17. LemFi’s Limitation of Liability:

17.1 Subject to exclusions referred to in section 16.1, our total liability to you is purchase price paid for an eSIM Data Plan.

17.2 All other liabilities are excluded to the fullest extent as permitted by law.

18. Jurisdiction

18.1 LemFi terms and conditions are subject to the law of England & Wales.

18.2 LemFi is not liable for any disputes and claims that may arise between you and 1GLOBAL.