Terms of Use

1. What We Provide

Silk eSIM sells access to mobile connectivity — an eSIM from a foreign carrier that provides internet access abroad. This is a connectivity service, not a digital subscription or digital content.

When you purchase a package, you receive an eSIM — a virtual SIM card that you install on your device and connect to the carrier's network in the country where you use it. We act as an intermediary between you and the carrier: we handle the purchase, installation, and support.

By using the Service, you agree to these Terms and to our Privacy Policy.

2. Who Can Use the Service

The Service is available to persons over 18 years of age. If you are between 14 and 18, you may use the Service only with the consent and under the supervision of a parent or legal guardian, who is responsible for payment and use.

The Service is not intended for children under 14, and we do not knowingly collect their personal data. By making a payment, you confirm that you have reached the required age or have obtained a guardian's consent.

3. How Purchasing Works

You choose a package, pay for it in the app, and immediately receive a QR code for the eSIM to install on your device.

The package becomes active not at the moment of payment, but when the eSIM first connects to the carrier's network abroad. That is when the validity period starts and data usage begins.

If you install the eSIM in advance but haven't yet connected to a network abroad, no data is used — the package simply waits to be activated.

4. If Something Doesn't Work

If you run into problems after payment — the eSIM won't install, won't get a signal, the internet doesn't work — first message us in the in-app support chat. You can also message the bot @Silk_eSIM_bot, our support bot @Silk_eSIM_support_bot, or the email listed under Contacts.

Our support chat has a built-in AI assistant that answers most questions on the spot. If it can't resolve your issue, a support manager joins the conversation and responds within 24 hours on business days.

5. Refunds

We issue a refund if the eSIM could not be installed or activated due to our fault or the carrier's fault, our support was unable to resolve the issue, and you requested a refund within 14 days of payment.

We do not issue a refund if:

• the package has already been activated and some or all of the data has been used
• the issue was caused by an incompatible or locked device that could have been checked in advance
• you simply changed your mind after the eSIM was successfully installed and activated

Refund requests are handled through the contacts listed in Section 4.

6. What We're Not Responsible For

We are not responsible for network quality or coverage — that is the foreign carrier's responsibility, not Silk eSIM's. We are also not responsible for individual services or apps being blocked or restricted by the carrier itself or by the authorities of the country you are in.

We are not responsible for issues unrelated to the eSIM: a dead phone battery, no signal in a specific location, a broken device, or device incompatibility with eSIM if you didn't check it beforehand.

7. Device Requirements

eSIM doesn't work on every device — your phone must support eSIM and be unlocked for use with other carriers (not locked to a single carrier).

Before purchasing, check your device's compatibility yourself: a list of supported models can usually be found on your phone manufacturer's website. If your device doesn't support eSIM, we won't be able to make it work.

8. Changes to These Terms & Contacts

We may update these Terms from time to time — for example, if our payment process or carrier partners change. The current version is always available on this page, with the date of the last update.

For any questions about using the Service, contact us:

• Email: silk-esim@srsignal.com
• Silk eSIM bot: @Silk_eSIM_bot
• Support bot: @Silk_eSIM_support_bot