# Terms & Conditions
Last updated: 21 November 2025
These Terms & Conditions govern the use of services provided by The Very Good Telephone Company Limited (VGTELCO and SimToRoam), including eSIM products and related services sold under the brands SimToRoam and VGTELCO (“we”, “us”, “our”).
By using our websites, purchasing our products or services, or activating an eSIM, you agree to these Terms & Conditions.
## 1. About us
SimToRoam and VGTELCO are trading names of The Very Good Telephone Company Limited (Company No. 07724361).
Registered in England and Wales with company number 07724361.
Registered office: Walkers Accountants Ltd, Suite 3, Aireside House, Aireside Business Centre, Royd Ings Avenue, Keighley, West Yorkshire, BD21 4BZ.
Ofcom Registered Provider (RID): FLY.
Contact: admin@vgtelco.com
## 2. Our services
We provide eSIM-based connectivity and related telecom services for travellers and other customers, using underlying networks and roaming partners.
Our services are subject to:
– Availability of compatible devices and networks.
– Coverage in specific countries and regions.
– Fair usage policies and local regulations.
Detailed product information, coverage and pricing are provided on our website or at the point of sale.
## 3. Eligibility
To use our services you must:
– Be at least 18 years old or have legal capacity to enter into a contract.
– Use our services in accordance with these Terms & Conditions, our Fair Usage Policy and applicable laws.
## 4. Your account
You may need to create an account to purchase or manage services. You are responsible for:
– Providing accurate information.
– Keeping your login details confidential.
– Notifying us promptly of unauthorised use.
We may suspend or terminate access if we suspect misuse, fraud or breach of these terms.
## 5. Ordering and contract formation
By placing an order, you make an offer to purchase the selected services. A binding contract is formed when:
– We send you order confirmation; or
– We deliver or make available the eSIM or service; or
– You activate the eSIM, whichever occurs first.
We may decline an order or cancel it (with a refund) where there is an obvious error, suspected fraud, or if we cannot reasonably provide the service.
## 6. Digital services and right to cancel
eSIMs and associated connectivity services are **digital services**.
Under UK consumer law, you may have a right to cancel certain distance contracts within 14 days. However, where you request that we start providing digital services immediately (for example by requesting or using an eSIM activation code), you acknowledge and agree that:
– You expressly request immediate performance of the contract; and
– You may lose the right to cancel once the service has been fully provided or significantly used.
We will make this clear at checkout or before activation where applicable. Your statutory rights in relation to faulty services remain unaffected.
For more detail, please see our Refund & Cancellation Policy.
## 7. Prices and payment
Prices for our services are displayed on our website or at the point of sale. Prices may vary by currency, region or promotion.
Unless stated otherwise, prices are shown inclusive of any applicable taxes for UK consumers. Where VAT or other taxes are not included, this will be clearly indicated.
You must provide valid payment details and authorise us or our payment providers to take payment for the services. We may use third-party payment processors. We do not store full card details.
If a payment is reversed or disputed (e.g. a chargeback), we reserve the right to suspend or terminate services and to recover any unpaid sums.
## 8. Use of the service
You agree:
– Not to use the service for unlawful, fraudulent, abusive or harmful purposes.
– Not to engage in activities that could damage, disable or overload our networks or those of our partners.
– Not to use the service for unsolicited marketing (spam), harassment, or content that is illegal or infringing.
You are responsible for any activity conducted through your eSIM or account.
We may suspend or terminate the service if you breach these obligations or if required by law, regulation or our telecom partners.
## 9. Coverage, quality and limitations
Coverage and quality of service may vary due to factors including:
– Network availability and capacity.
– Local regulations and technical constraints.
– Device compatibility and configuration.
– Environmental conditions and interference.
We do not guarantee uninterrupted service, specific speeds or performance. Our responsibility is to use reasonable skill and care in providing the service.
Where we rely on third-party networks and partners, their terms, conditions and limitations may also apply.
## 10. Fair Usage Policy
To ensure a good experience for all users and to protect network integrity, our services are subject to a Fair Usage Policy. This may include:
– Reasonable limits on data usage in a given period.
– Restrictions on certain high-risk or non-standard uses.
– Measures to prevent abuse or fraud.
Please refer to our separate Fair Usage Policy for details.
## 11. Refunds and cancellations
Our approach to refunds and cancellations is set out in detail in our Refund & Cancellation Policy. In summary:
– If we are unable to provide the service you have paid for, we will usually offer a refund or credit.
– If the service is faulty or not as described, you may be entitled to a repair, replacement or refund.
– Where you have requested immediate activation of an eSIM and used the service, your right to cancel may be limited or lost.
Your statutory rights are not affected.
## 12. Complaints and dispute resolution
If you are unhappy with our service, please contact us at admin@vgtelco.com so we can try to resolve the issue.
We have a Complaints Code of Practice which explains how we handle complaints and how you can escalate a complaint if you are not satisfied, including to our Alternative Dispute Resolution (ADR) provider.
Our ADR scheme is:
– CISAS (Communications & Internet Services Adjudication Scheme)
– Status: Membership pending approval
Details are provided in our Complaints Code of Practice and ADR Information page.
## 13. Liability
We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, or for fraud.
To the extent permitted by law, we will not be liable for:
– Losses that were not caused by our breach or negligence.
– Losses that were not reasonably foreseeable at the time of contract.
– Loss of business, profit, revenue, data or goodwill, where you use the service for commercial purposes.
Our total liability for any claim arising out of or in connection with the contract will not exceed the amount you paid for the service giving rise to the claim in the 3 months prior to the event.
## 14. Changes to these terms
We may update these Terms & Conditions from time to time, for example to reflect changes in law, regulation or our services.
We will post the updated version on our website and may notify you of material changes. Continued use of the service after the change takes effect constitutes your acceptance of the updated terms.
## 15. Governing law and jurisdiction
These Terms & Conditions are governed by the laws of England and Wales. Any disputes arising from or related to these terms or our services will be subject to the exclusive jurisdiction of the courts of England and Wales, unless local law requires otherwise.