Terms & Conditions

Last updated: 8 August 2026

These Terms & Conditions (“Terms”) govern your purchase and use of eSIM products and related services supplied by MadaCell (“MadaCell”, “we”, “us” or “our”).

MadaCell is a UK-based provider of travel eSIM services.

By accessing our website, purchasing an eSIM or using our services, you agree to these Terms. Please read them carefully before placing an order.

1. Our Services

MadaCell provides prepaid travel eSIM products that allow compatible devices to access mobile data networks in supported destinations.

Our eSIMs may provide access to mobile networks operated by third-party telecommunications providers. MadaCell does not own or operate the underlying mobile networks.

Coverage, network availability, network generation (including 4G or 5G), speeds and service quality may therefore vary depending on factors including:

• your location;

• your device;

• local network availability;

• network congestion;

• terrain and buildings;

• the network operator;

• local regulations;

• temporary network outages; and

• other circumstances outside MadaCell's reasonable control.

A reference to a supported country or region means that the relevant plan is designed to provide service through one or more supported networks within that destination. It does not constitute a guarantee of uninterrupted coverage at every location within that country or region.

2. Eligibility

You must be at least 18 years old, or otherwise legally capable of entering into a binding contract, to purchase from MadaCell.

By placing an order, you confirm that the information you provide is accurate and that you are authorised to use the selected payment method.

3. Device Compatibility

Before purchasing, you are responsible for ensuring that your device:

• supports eSIM technology;

• is network/carrier unlocked;

• supports the relevant network technologies and frequencies where applicable; and

• is capable of using an eSIM in your destination.

A device model being generally eSIM-compatible does not guarantee that every version of that device supports eSIM. Compatibility can vary by country of manufacture, carrier and device variant.

Please see our Device Compatibility page before purchasing.

4. Purchasing an eSIM

When purchasing an eSIM, you are responsible for selecting the correct:

• destination or region;

• data allowance;

• validity period; and

• plan type.

Please review your order carefully before completing payment.

Prices displayed at checkout are the prices applicable to your purchase, including applicable taxes where required.

We reserve the right to correct obvious pricing or product-description errors. If an error affects an order you have already placed, we will contact you and, where appropriate, offer the option of proceeding on the corrected basis or receiving a refund.

5. Digital Delivery

MadaCell eSIMs are digital products. No physical SIM card will be shipped.

After successful payment and order processing, installation details will be made available electronically, which may include delivery by email, through the MadaCell website or another electronic method made available at checkout.

Delivery of the eSIM and activation of the data plan are separate events.

Please see our Digital Delivery & Fulfilment Policy for further information.

6. Installation and Activation

You are responsible for following the installation instructions supplied with your eSIM.

Depending on the plan, the eSIM may be installed before travel while the plan itself begins when it first connects to a supported network in the destination.

The exact activation conditions shown on the relevant product page or installation instructions take precedence where they differ between products.

Do not delete an installed eSIM unless instructed to do so by MadaCell support. Some eSIM profiles cannot be reinstalled once deleted.

MadaCell is not responsible for loss of service caused by the customer deleting an eSIM, installing it on an incorrect device, or failing to follow the supplied configuration instructions, except where applicable consumer law requires otherwise.

7. Plan Validity

Each eSIM has a specified validity period.

Unless otherwise stated for the relevant plan, validity begins when the plan activates by connecting to an eligible supported network in the covered destination.

Once a plan's validity period begins, it continues to run continuously for the stated period. Leaving the destination, turning off the eSIM or disconnecting from mobile data does not normally pause or extend the validity period.

Any unused data remaining when a fixed-data plan expires is forfeited unless the plan specifically states otherwise.

8. Unlimited Plans and Fair Use

Plans advertised as “Unlimited” provide unlimited data subject to our Fair Use Policy and any plan-specific conditions displayed before purchase.

Unless explicitly stated otherwise on the relevant plan, MadaCell Unlimited plans provide 2 GB of high-speed data per day. After 2 GB of high-speed data has been used during the applicable daily period, data remains available but speed is reduced to up to 1 Mbps for the remainder of that daily period.

The high-speed allowance resets according to the daily reset period applicable to the plan or underlying network.

“Unlimited” does not mean unlimited data at maximum network speed.

Some plans may have different high-speed allowances, speed restrictions or fair-use conditions. Where this is the case, the conditions displayed for that particular plan take precedence.

Please read our Fair Use Policy before purchasing an Unlimited plan.

9. Network Speeds

Any reference to 4G, LTE, 5G or another network technology indicates that the plan may access that technology where available.

We do not guarantee a particular connection speed.

Actual speeds depend on the local network and conditions including coverage, congestion, device capabilities, signal strength and network management.

10. Hotspot and Tethering

Hotspot or tethering availability depends on the relevant eSIM plan and underlying network.

Where hotspot use is supported, usage through connected devices counts towards the plan's applicable data allowance and Fair Use Policy.

MadaCell does not guarantee hotspot functionality unless it is specifically stated as supported for the relevant plan.

11. Data-Only Services

Unless explicitly stated otherwise, MadaCell travel eSIM plans are data-only.

They do not provide a traditional mobile telephone number and do not include conventional mobile voice calls or SMS.

Customers may continue using internet-based communication applications over the data connection, subject to the availability and legality of those services in the destination.

Your primary SIM may remain active alongside the MadaCell eSIM if supported by your device. Any charges incurred through your primary SIM or home mobile provider remain your responsibility.

12. Data Roaming

Some MadaCell eSIMs require Data Roaming to be enabled on the MadaCell eSIM line in order to connect to the partner network.

This does not mean you should enable roaming on your home SIM.

You are responsible for ensuring that mobile data is assigned to the correct SIM/eSIM when travelling.

MadaCell is not responsible for roaming charges imposed by your home mobile provider because your primary SIM was incorrectly configured, except where such loss results from MadaCell's breach of applicable law.

13. Acceptable Use

You must not use a MadaCell service:

• for unlawful activity;

• fraudulently;

• to interfere with or damage telecommunications networks;

• to distribute malware or conduct malicious automated activity;

• in a manner designed to circumvent network restrictions or our Fair Use Policy;

• for abusive or excessive automated network activity; or

• in any other manner prohibited by an applicable network operator or law.

We may suspend or restrict service where reasonably necessary to prevent fraud, abuse, unlawful activity, network harm or a material breach of these Terms.

14. Refunds

Refund eligibility is governed by our Refund Policy and your statutory rights.

Nothing in these Terms or our Refund Policy limits any rights you have under applicable UK consumer law.

Because eSIMs are digitally delivered products and can be supplied shortly after purchase, cancellation rights may be affected once digital supply has begun where the applicable legal requirements for early supply have been satisfied.

Please review our Refund Policy before purchasing.

15. Problems With Your eSIM

If your eSIM does not work as expected, please contact MadaCell support as soon as reasonably possible.

We may ask you to complete reasonable troubleshooting steps, including checking:

• installation status;

• APN settings;

• data roaming settings;

• mobile data selection;

• supported networks;

• device compatibility; and

• screenshots of relevant device settings.

Giving us an opportunity to troubleshoot can help determine whether the issue relates to the eSIM, device configuration or local network.

16. Third-Party Networks

Our service relies on third-party telecommunications networks.

Temporary outages, maintenance, congestion, changes in network coverage or other network conditions can occur.

We will take reasonable steps to provide the service purchased and assist customers experiencing genuine service problems, but we cannot guarantee uninterrupted availability of third-party networks.

Nothing in this section removes any statutory rights you may have where the service or digital content supplied by us does not conform to your contract.

17. Liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for fraud or fraudulent misrepresentation or any liability that cannot lawfully be excluded under UK consumer law.

Subject to those rights, MadaCell is not responsible for losses resulting solely from circumstances outside our reasonable control, including failures of third-party telecommunications networks.

We are not responsible for indirect or consequential losses that were not reasonably foreseeable when the contract was made.

If you are purchasing as a consumer, these Terms do not affect your statutory rights.

18. Intellectual Property

The MadaCell name, website content, branding, graphics, copy and other materials belonging to MadaCell may not be copied, reproduced or commercially exploited without permission, except where permitted by law.

Third-party names and trademarks remain the property of their respective owners.

19. Website Availability

We may update, maintain, modify or temporarily suspend parts of our website where reasonably necessary.

Product availability, prices, supported networks and plan specifications may change over time. Changes will not retrospectively alter the material terms of an existing purchase unless required by law or agreed with you.

20. Changes to These Terms

We may update these Terms from time to time to reflect changes to our services, suppliers, technology or legal obligations.

The Terms applicable to an order are generally those in effect when that order is placed, except where a change is required by law.

21. Governing Law

These Terms are governed by the laws of England and Wales.

If you are a consumer resident elsewhere in the United Kingdom or another jurisdiction, you may also benefit from mandatory consumer protections that apply in your place of residence.

Nothing in these Terms deprives you of mandatory rights that cannot lawfully be excluded.

22. Contact Us

For questions about these Terms or your MadaCell service, please contact us using the contact details provided on the MadaCell website.

MadaCell
United Kingdom