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Holafone

Terms and Conditions

HolaFone Terms and Conditions

Effective Date: 30 June 2026

1. Acceptance of These Terms

These Terms and Conditions (“Terms”) govern your use of HolaFone’s website, mobile applications and eSIM services.

By purchasing, activating or using any HolaFone product or service, you agree to be bound by these Terms.

If you do not agree with these Terms, you must not use our services.

2. About HolaFone

HolaFone provides prepaid travel eSIM services allowing customers to access mobile data through partner mobile networks worldwide.

HolaFone is a reseller of connectivity services and does not own or operate the underlying mobile networks.

3. Eligibility

You confirm that:

  • You are at least 18 years old, or have permission from a parent or legal guardian.
  • The device you intend to use is eSIM compatible and unlocked where required.
  • You are legally entitled to use the services in your country.

4. Device Compatibility

It is your responsibility to ensure your device:

  • Supports eSIM technology.
  • Is network unlocked.
  • Is compatible with the purchased eSIM.
  • Has the latest software where required.

HolaFone cannot provide refunds because a device is incompatible or locked unless required by applicable law.

5. Purchasing an eSIM

Once payment has been successfully received:

  • Your eSIM will normally be delivered immediately.
  • Delivery times are not guaranteed.
  • Orders may be delayed for fraud or security checks.

6. Activation

Each eSIM has its own activation rules.

Some plans activate when installed.

Others activate upon first connection to a supported network.

Activation information is shown on the product purchased.

7. Coverage and Service Availability

HolaFone works with multiple mobile network operators worldwide.

Coverage, speed, latency and availability depend on:

  • Local network infrastructure.
  • Signal strength.
  • Congestion.
  • Government restrictions.
  • Roaming agreements.
  • Technical faults.
  • Weather.
  • Power outages.
  • Events outside HolaFone’s control.

We cannot guarantee:

  • Continuous service.
  • Network availability.
  • Specific download or upload speeds.
  • Coverage in every location.
  • Availability of 4G, 5G or any particular technology.

Coverage maps should be treated as estimates only.

8. Fair Usage

Some plans advertised as “Unlimited” may be subject to Fair Usage Policies imposed by the underlying network operator.

Where applicable, speeds may be reduced after certain usage thresholds or during periods of congestion.

HolaFone does not control these policies.

9. Acceptable Use

You agree not to:

  • Use the service for unlawful purposes.
  • Attempt to interfere with network operations.
  • Abuse, exploit or bypass service limitations.
  • Resell the service without written permission.
  • Use automated systems to create fraudulent accounts.
  • Engage in activity that could negatively affect other customers.

HolaFone reserves the right to suspend accounts suspected of abuse or fraud.

10. Pricing

All prices are displayed before purchase.

Prices may change at any time without notice.

Changes will not affect orders already completed.

Applicable taxes will be shown where required.

11. Refund Policy

Refund requests are considered on a case-by-case basis.

Refunds will generally not be provided where:

  • The eSIM has been installed or activated.
  • Data has been consumed.
  • The incorrect product was purchased by the customer.
  • The device is incompatible.
  • The device is network locked.

Refunds may be provided where:

  • The eSIM cannot be delivered.
  • The eSIM cannot be activated due to a fault within HolaFone’s systems.
  • Applicable consumer protection laws require a refund.

Nothing in these Terms limits your statutory consumer rights.

12. Service Interruptions

Services may occasionally be unavailable due to:

  • Network maintenance.
  • Planned upgrades.
  • Third-party outages.
  • Internet failures.
  • Roaming partner issues.
  • Events outside HolaFone’s reasonable control.

We will make reasonable efforts to restore service as quickly as possible but cannot guarantee uninterrupted availability.

13. Limitation of Liability

To the fullest extent permitted by law:

HolaFone shall not be liable for:

  • Loss of profits.
  • Loss of business.
  • Loss of revenue.
  • Loss of opportunity.
  • Loss of goodwill.
  • Indirect or consequential losses.
  • Missed flights or travel disruption.
  • Hotel costs.
  • Emergency expenses.
  • Business interruption.
  • Data loss.
  • Failure of third-party networks.

Our total liability arising from any purchase shall not exceed the amount paid for the affected eSIM or service.

Nothing in these Terms excludes liability where it cannot legally be excluded, including liability for death or personal injury caused by negligence, fraud or any other liability that cannot be excluded under applicable law.

14. Force Majeure

HolaFone shall not be responsible for delays or failures caused by events beyond our reasonable control including:

  • Natural disasters.
  • War.
  • Civil unrest.
  • Terrorism.
  • Government action.
  • Internet failures.
  • Satellite failures.
  • Cable failures.
  • Mobile network outages.
  • Power failures.
  • Cyber attacks.
  • Pandemics.

15. Account Security

You are responsible for maintaining the confidentiality of your account credentials.

Any activity carried out using your account is your responsibility unless caused by our negligence.

Please notify us immediately if you believe your account has been compromised.

16. Intellectual Property

All HolaFone branding, software, graphics, logos, text and content remain the property of HolaFone or its licensors.

You may not copy or redistribute any part of our services without written permission.

17. Suspension and Termination

HolaFone may suspend or terminate access where:

  • Fraud is suspected.
  • Payment is reversed.
  • These Terms are breached.
  • Required by law.
  • Necessary to protect the integrity of our systems or customers.

18. Privacy

Your use of HolaFone is also governed by our Privacy Policy.

We are committed to protecting your personal information and only process it in accordance with applicable privacy laws.

19. Governing Law

These Terms shall be governed by the laws of England and Wales unless mandatory local consumer protection laws apply in your country of residence.

Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales unless otherwise required by law.

20. Changes to These Terms

HolaFone may update these Terms from time to time.

The latest version will always be available on our website.

Continued use of our services after changes are published constitutes acceptance of the updated Terms.

21. Contact

If you have any questions regarding these Terms, please contact:

HolaFone Customer Services

Website: https://holafone.com

Email: support@holafone.com

Plain English Summary

We want to be straightforward with our customers.

These Terms are designed to protect both you and HolaFone while ensuring everyone receives a reliable and secure service.

We aim to provide reliable, high-quality travel connectivity.

We do not guarantee coverage, speeds or uninterrupted service because mobile networks are operated by third parties.

We do not make promises that every device will be compatible.

If something goes wrong that is our fault, we’ll work with you to put it right.

We never intentionally mislead or overcharge our customers.

We treat our customers fairly and expect our customers to use our services fairly in return.