general-notices

LemFi eSIM Service

Last updated: 29 Apr 2026

History

Preamble

These Terms and Conditions ("Terms") govern your access to and use of the LemFi eSIM Service (the "Service") offered through the LemFi mobile application (the "App") by Pomelo Remits Ltd ("LemFi", "we", "us" or "our"), a company incorporated and registered in Ireland (CRO No. 737986), with its registered office at 77 Lower Camden Street, Dublin, D02 XE80, Ireland.

The Service is provided in partnership with 1GLOBAL Ltd ("1GLOBAL"), a global eSIM connectivity provider. 1GLOBAL's own terms of service apply to the network connectivity element of the Service.

Section 1 — Eligibility

Eligibility to Purchase

To purchase an eSIM Data Plan through the LemFi App, you must meet all of the following requirements:

  • You must be at least 18 years of age;
  • You must hold an active, verified LemFi account in good standing;
  • You must have accepted 1GLOBAL's Terms of Service;
  • Your mobile device must be eSIM-compatible (see below); and
  • You must not be subject to any regulatory restriction or sanction that would prevent you from using the Service.

Device Compatibility

Your device must support eSIM technology. Confirmed compatible device categories include:

  • Apple iPhone: XS, XS Max, XR or later models;
  • Google Pixel: 3 or later models;
  • Samsung Galaxy: S20 or later models.

This list is not exhaustive. You should verify eSIM compatibility with your device manufacturer before purchase. LemFi will display device compatibility guidance within the App. LemFi accepts no liability for purchases made on incompatible devices where you fail to verify compatibility prior to purchase.

Plan Limits

The following technical and service limits apply:

  • You may hold up to five (5) active eSIM Data Plans simultaneously through the LemFi App;
  • Your device may store up to ten (10) eSIM profiles, but only one (1) may be active at any given time;
  • You may purchase multiple plans for different destinations or the same destination;
  • Data Plans are non-transferable between devices.

Section 2 — The Service

What the LemFi eSIM Service Provides

An eSIM (embedded SIM) is a digital SIM profile that is installed directly onto your compatible mobile device — there is no physical SIM card. The LemFi eSIM Service allows you to purchase data-only connectivity plans ("Data Plans") for use when travelling internationally, through a partnership with 1GLOBAL.

Voice Calls and SMS

Data Plans are data-only. Voice calls and SMS/text messages are not included in any eSIM Data Plan offered through the LemFi App.

Country Coverage

Data Plans are currently available for use in up to 76 countries. The specific countries covered by each plan are displayed in the App before you complete your purchase. Coverage availability may change from time to time; LemFi will endeavour to update the App accordingly.

Permanent Roaming

The LemFi eSIM Service is designed for temporary international travel use only. You do not acquire any permanent roaming rights. Sustained or abusive use of Data Plans that mimics permanent residency in a foreign network may result in your Data Plan being suspended by 1GLOBAL in accordance with their fair-use and anti-abuse policies.

Activation and Validity

Your Data Plan activates automatically when your device connects to a network in the destination country covered by your plan — not at the time of purchase. Validity periods (7, 15, or 30 days, as selected) begin from the date of first activation in the destination country. Any unused data at the end of the validity period expires and is not carried forward.

Usage Alerts

LemFi will send you in-app and/or email notifications in the following circumstances:

  • When you have consumed 80% of your purchased data allowance;
  • When your Data Plan is approaching expiry; and
  • When your Data Plan has expired, with an option to purchase a new plan.

Section 3 — Payment & Refunds

Payment Methods

You may pay for Data Plans using the following methods available within the App:

  • LemFi Wallet balance (held in GBP, USD, CAD, or EUR);
  • Debit or credit card;
  • Apple Pay; or
  • Google Pay.

Payment is processed at the time of purchase. LemFi Rewards points and LemFi Loyalty Points cannot be used to purchase Data Plans.

Pre-Purchase Information

Before you complete any purchase, the App will clearly display:

  • The destination country or countries covered;
  • The data allowance (e.g., 1GB, 3GB, 5GB);
  • The validity period (7, 15, or 30 days from first activation);
  • The total price inclusive of all applicable taxes; and
  • A summary of these Terms.

Right of Withdrawal

The EU Consumer Rights Directive ordinarily provides consumers with a 14-day right of withdrawal from distance contracts. However, under Article 16(m) of Directive 2011/83/EU, this right does not apply to digital content that has already been provided and where you have given your express prior consent and acknowledged that your right of withdrawal is thereby lost upon delivery.

By confirming your eSIM purchase, you expressly consent to the immediate delivery of your eSIM profile and acknowledge that your 14-day statutory right of withdrawal will be lost once your eSIM profile has been delivered to your device (typically within 15 minutes of purchase).

Refund Eligibility

You may be eligible for a full refund of the purchase price in the following circumstances:

  • You did not receive your eSIM profile within 24 hours of confirmed payment;
  • Your eSIM could not be installed due to a verified technical fault attributable to 1GLOBAL's platform;
  • The Data Plan service was not available in an advertised destination country; or
  • You made a duplicate purchase in error (refund request must be submitted before activation).

Non-Refundable Circumstances

Refunds will not be issued in the following circumstances:

  • Your Data Plan has been activated and data consumption has commenced;
  • You changed your travel plans after the eSIM profile was delivered;
  • Your device was incompatible with eSIM technology (where you failed to verify compatibility before purchase);
  • Network speeds were slower than expected (network performance is subject to local conditions outside LemFi's control); or
  • Data allowance expired at the end of the validity period with unused data remaining.

How to Request a Refund

To request a refund, please contact LemFi Customer Support using any of the following channels:

  • In-app support chat;
  • Email: support@lemfi.com; or
  • Telephone (number available within the App).

Refund requests will be reviewed within 48 hours of receipt. If approved, the refund will be credited to your original payment method within 3–5 business days. Refunds are issued in monetary value only and cannot be converted to LemFi Rewards or Loyalty Points.

If your refund request is declined, LemFi will provide written reasons. You may escalate your complaint to 1GLOBAL, the Competition and Consumer Protection Commission as applicable.

Section 4 — Privacy

How LemFi Processes Your Personal Data

Pomelo Remits Ltd. processes your personal data as a data controller in accordance with its Privacy Notice (last updated April 2024), available at www.lemfi.com/legal/mobile-privacy and within the App. The legal bases for processing in connection with the eSIM Service include:

  • Contract performance (Article 6(1)(b) GDPR): to provide you with the eSIM Service; and
  • Legitimate interests (Article 6(1)(f) GDPR): to prevent fraud, ensure network security, and improve the Service.

Data Shared with 1GLOBAL

In order to provide the eSIM Service, LemFi-Europe Ltd shares the following categories of personal data with 1GLOBAL as a separate and independent data controller:

  • Full name (for eSIM profile registration);
  • Country of residence;
  • Device type and model (for compatibility verification);
  • Purchase details (plan type, purchase date, order reference);
  • Payment confirmation status (confirmed or failed — payment card details are never shared); and
  • Customer support communications and complaint records (where escalated to 1GLOBAL).

Your LemFi Wallet balance, payment card details, KYC documentation, banking information, and other LemFi product transaction data are never shared with 1GLOBAL.

Location and Device Data

When you activate and use your Data Plan, 1GLOBAL (as an independent data controller) will process certain technical data necessary for connectivity, including:

  • Network location data (the country and network to which your eSIM connects — not precise GPS location);
  • Device identifiers (IMEI or equivalent) for eSIM profile activation; and
  • Data usage metrics (volume consumed, validity period status).

This processing is described in 1GLOBAL's Privacy Policy, to which you will be referred prior to purchase. Pomelo Remits Ltd. does not process your precise GPS location in connection with the eSIM Service.

International Data Transfers

1GLOBAL operates a global network infrastructure and your personal data may be processed in countries outside the EEA, including in countries that may not provide the same level of data protection as the EEA.

Where such international transfers occur, Pomelo Remits Ltd and 1GLOBAL ensure that appropriate safeguards are in place in accordance with Chapter V of the GDPR, including:

  • EU Standard Contractual Clauses (SCCs) adopted by the European Commission (Decision 2021/914);
  • Adequacy decisions by the European Commission where applicable; and
  • Binding Corporate Rules where applicable.

For further information about international data transfers and the safeguards applied, please refer to LemFi's Privacy Notice (last updated April 2024) and to 1GLOBAL's Privacy Policy.

Your Data Protection Rights

As a data subject, you have the following rights in relation to personal data processed by Pomelo Remits Ltd:

  • Right of access (Article 15 GDPR);
  • Right to rectification (Article 16 GDPR);
  • Right to erasure (Article 17 GDPR);
  • Right to restriction of processing (Article 18 GDPR);
  • Right to data portability (Article 20 GDPR); and
  • Right to object to processing (Article 21 GDPR).

To exercise any of these rights, please contact LemFi's Data Protection Officer at privacy@lemfi.com or as specified in the Privacy Notice. You also have the right to lodge a complaint with the Data Protection Commission of Ireland (DPC) as the lead supervisory authority.

Section 5 — Liability

LemFi's Responsibilities

As the entity that facilitates your purchase and acts as your first point of contact, Pomelo Remits Ltd is responsible for:

  • Processing your payment for Data Plans accurately and securely;
  • Delivering your eSIM profile to your device within the stated timeframe;
  • Providing accurate pricing, data allowance, and coverage information within the App;
  • Handling your customer service enquiries and refund requests; and
  • Acting as the designated complaint-handling entity in the first instance.

1GLOBAL's Responsibilities

As the network connectivity provider, 1GLOBAL is responsible for:

  • eSIM profile generation and technical activation;
  • Network infrastructure and connectivity within advertised coverage areas;
  • Delivery of the purchased data allowance (e.g., 1GB, 3GB);
  • Network performance and uptime; and
  • Technical support relating to eSIM installation, activation, and network use.

Exclusions of Liability

Pomelo Remits Ltd expressly excludes liability for the following:

  • Specific network speeds, which vary based on local network conditions, congestion, and infrastructure at your use location;
  • 100% coverage in all areas within an advertised country or territory;
  • Interruptions to or failures of the network service caused by third-party network operators, force majeure events, or factors outside LemFi's reasonable control;
  • Device incompatibility where you fail to verify compatibility prior to purchase;
  • Technical errors or system failures attributable to 1GLOBAL's infrastructure; and
  • Restrictions on your access to or use of the Data Plan arising from local regulatory requirements, spectrum licensing, or governmental restrictions in your destination country.

Limitation of Liability

Subject to the mandatory savings clause above, and save in respect of personal data breaches or fraudulent conduct, Pomelo Remits Ltd's total aggregate liability to you in connection with the eSIM Service shall not exceed the purchase price paid by you for the specific Data Plan that is the subject of your claim.

This limitation reflects the nature of the Service as a low-value digital product and is considered fair and proportionate in the context of the Consumer Rights Act 2022.

Section 6 — Termination

How to Stop Using the Service

You may discontinue use of the eSIM Service at any time by:

  • Simply not purchasing any further Data Plans;
  • Removing the 1GLOBAL eSIM profile from your device via your device settings; or
  • Closing your LemFi account (subject to LemFi's main Account Terms and Conditions).

Please note that removing an eSIM profile from your device is irreversible. If you re-install the eSIM profile on the same device, a new eSIM download will be required.

Suspension or Termination by LemFi

Pomelo Remits Ltd and/or 1GLOBAL may suspend or terminate your access to the eSIM Service (including any active Data Plans) without prior notice where:

  • You breach these Terms or 1GLOBAL's Terms of Service;
  • We reasonably suspect fraudulent, abusive, or unlawful use of the Service;
  • Your LemFi account is suspended or closed;
  • We are required to do so by applicable law, regulatory authority, or court order; or
  • 1GLOBAL ceases to provide the underlying network service.

Where suspension or termination is not caused by your breach, LemFi will provide you with reasonable notice (where legally and operationally possible) and will offer a pro-rata refund of any pre-paid but unused Data Plan value.

Discontinuation of the eSIM Service

In the event that LemFi-Europe Ltd permanently discontinues the eSIM Service, we will:

  • Provide you with at least 30 days' advance written notice via the App and your registered email address;
  • Issue a full refund for any pre-paid Data Plans that have not yet been activated; and
  • Issue a pro-rata refund for any Data Plans that are active but partially unused at the date of discontinuation.

Section 7 — Complaints & Regulatory Escalation

How to Make a Formal Complaint

If you are dissatisfied with any aspect of the eSIM Service, you may raise a formal complaint through any of the following channels:

  • In-app support chat within the LemFi App;
  • Email: support@lemfi.com (please include your order reference number); or
  • In writing to: Pomelo Remits Ltd, 77 Lower Camden Street, Dublin, D02 XE80, Ireland.

LemFi will acknowledge your complaint within 5 business days and issue a final response within 40 business days of receipt.

Escalation

If you are not satisfied with LemFi's final response, or if you have not received a response within the prescribed timeframe, you may escalate your complaint to the Data Protection Commission (DPC): www.dataprotection.ie — for complaints relating to data privacy.

Section 8 — General Provisions

Changes to These Terms

LemFi-Europe Ltd reserves the right to update these Terms from time to time to reflect changes in applicable law, regulatory requirements, or the nature of the Service. Where we make material changes, we will notify you via the App and/or by email at least 30 days before the changes take effect. Your continued use of the eSIM Service following the effective date of any changes constitutes your acceptance of the updated Terms.

Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable under applicable Irish or EU law, that provision shall be severed from the remaining Terms, which shall continue in full force and effect.

Statutory Rights

Nothing in these Terms is intended to, nor shall it, restrict, exclude, or modify any statutory rights you have as a consumer under Irish law or EU consumer protection legislation, including (without limitation) the Consumer Rights Act 2022 (Ireland), the European Communities (Unfair Terms in Consumer Contracts) Regulations 1995, and the Consumer Protection Act 2006.

Contact Us

You can reach us through the following channels:

  • In-app: Support chat within the LemFi App
  • Email: support@lemfi.com
  • Post: Pomelo Remits Ltd, 77 Lower Camden Street, Dublin, D02 XE80, Ireland
  • Data protection enquiries: privacy@lemfi.com