Terms of Service

Last Updated: September, 2025

These Terms of Service (these “Terms”) outline the terms and conditions for the use of the eSIM data services (the “Services” or “Service”) provided by UCLOUDLINK (SINGAPORE) PTE. LTD., a company incorporated and existing in Singapore (“uCloudlink”, “we”, “our”, or “us”).

The Services consist of the online sale and remote provisioning of eSIM Plans through the HEY ESIM mobile application (“App”) and website (“Website”). It is your responsibility to read and understand the following Terms completely and thoroughly. uCloudlink may amend or vary these Terms from time to time to reflect changes in law, modifications to or updates of the Services. uCloudlink will notify you (the “Customer”) by push notifications, in-app messaging, or email if such changes materially affect the rights of the Customer under these Terms. Changes will not apply retrospectively.

I. Acceptance

  1. You agree to and accept our Terms, including our Privacy Policy, by downloading, installing, accessing or using the HEY ESIM application, or by purchasing, activating or using any eSIM data plan (a “Plan”). These Terms constitute a legally binding agreement between you and uCloudlink. If you do not agree with any part of these Terms, you must not use our Service.
  2. By subscribing to the Service, you represent that you are at least eighteen (18) years of age or that you are a valid legal entity, and that the registration information you have provided is accurate and complete.

II. Services

  1. uCloudlink provides the Services by offering the online sale and remote provisioning of virtual eSIM data Plans for use on compatible, carrier-unlocked devices that support eSIM functionality. The Services are purely digital; no physical SIM card or device is provided.
  2. The Services are accessible through both the HEY ESIM App and Website, where customers can browse, purchase, and manage their eSIM Plans.
  3. You understand that you must use a compatible, carrier-unlocked device that supports eSIM functionality in order to activate and use the Services. It is your responsibility to verify device compatibility before purchase.

III. Price, Bill and Payment

  1. By subscribing to the Services, you agree to use the Services for the period you have elected. Please refer to the display on the HEY ESIM App/Website for a full list of service plans and the corresponding charges (“Service Charges”). All Service Charges are payable in advance and not refundable. A record of your Service Charges paid can be found on our HEY ESIM App/Website.
  2. We reserve the right to amend the Service Charges at any time upon reasonable advance notice posted on our HEY ESIM App/Website. Any changes to the Service Charges will not affect your current Plan and will become effective upon the next purchase or renewal.
  3. If you pay for your Services using PayPal, Braintree, Stripe or other designated payment processors, you acknowledge and agree that the processing of such payment shall be handled by that third party and will be subject to their terms and conditions and your data will be handled by them in accordance with their privacy policy. You must review these third-party terms before proceeding. Applicable taxes and bank/card issuer fees may apply and are your responsibility.
  4. Once an eSIM Plan has been activated, it is non-refundable. Refund requests for non-activated Plans may be considered at uCloudlink’s sole discretion.

IV. Privacy Policy

uCloudlink is committed to your privacy and does not collect or log browsing history, traffic destination, data content, or message payloads. During your use of the Services, we collect only the minimum personal information necessary, specifically your email address for account registration. We do not require your phone number. In addition, we use third-party SDKs, including Appsflyer, for attribution and analytics. Such SDKs may process limited technical data (e.g., device identifiers, app usage events) to help us measure service performance and marketing effectiveness. Please review our Privacy Policy in Appendix I to fully understand how we handle your personal data.

V. Usage Policy

  1. You understand that you are responsible for all activities during your usage of our Services.
  2. Our Services may be accessed from all around the world, so it is your responsibility to assess whether using the Services is in compliance with local laws and regulations. Whenever you use the Services, you should comply with these Terms and applicable laws, regulations, and policies. Without limiting the generality of the foregoing, you shall not use our Services for:
    • Posting or transmitting any illegal material, including without limitation any transmissions that would constitute a criminal offense, give rise to civil liability, or otherwise violate any local, state, national or international law or regulation, whether via e-mail, messaging applications, file sharing tools or any other electronic communication channel;
    • Sending or transmitting unsolicited advertisements or content (i.e. spam), via e-mail or messaging applications, or any other communication channels;
    • Uploading, downloading, posting, reproducing, or distribution of any contents protected by copyright or any other proprietary right without first having obtained permission of the owner of the proprietary contents;
    • Engaging in any conduct that restricts, disrupts or inhibits any other subscribers from using or enjoying the Service, or that degrades network performance or availability;
    • Attempting to access, probe, scan, or connect to computing devices, networks, or systems without proper authorization (i.e., any form of “hacking”);
    • Posting or transmitting through the Service any unlawful, harmful, threatening, abusive, harassing, hateful, racially, ethnically or otherwise objectionable material of any kind, including, but not limited to, any material which encourages conduct that may constitute a criminal offense, give rise to civil liability or otherwise violate any applicable local, national or international laws; or
    • Reselling, transferring, or sharing your eSIM Plan or account with any third party;
    • Using the Service for any other unlawful purposes.

Violations of this Section may result in termination or suspension of your account and/or Service. Additionally, you may be held responsible for any and all damages incurred by uCloudlink, including any amounts charged by any outside entity due to said violation(s), including without limitation attorney’s fees and costs.

VI. Disclaimers

  1. We will strive to prevent interruptions to the Services. However, these are provided on an “as-is” and “as-available” basis, and we do not warrant, either expressly or by implication, the accuracy of any materials or information provided through the Service, or their suitability for any particular purpose. We expressly disclaim all warranties of any kind, whether expressly or implied, including but not limited to warranties of merchantability or fitness for a particular purpose, or non-infringement. We do not make any warranty that the Services will meet your requirements, or that it will be uninterrupted, timely, secure, if any, will be corrected. You acknowledge that you access the Services at your sole risk and discretion.
  2. Service coverage, speeds, availability and quality may vary and depend on third-party mobile network operators and local regulations. We will attempt to make the Service available at all times. However, the Service may be subject to unavailability or degradation due to a variety of factors beyond our control, including but not limited to emergencies; failures of third-party services; transmission, equipment or network problems or limitations; interference; or signal strength issues. The Service may be interrupted, refused, limited, or curtailed under such circumstances. We are not responsible for delays, interruptions, or failures in connectivity, data transmission, or message delivery that result from such issues affecting the Service, communications services, or networks. We may impose usage or Service limits, suspend Service, or block certain kinds of usage in our sole discretion to protect subscribers, network integrity, or the Service.
  3. We reserve the right to investigate matters we consider to be violations of these Terms. We may, but are not obligated to, in our sole discretion and without notice, remove, block, filter, or restrict by any means any materials or information that we consider to be actual or potential violations of the restrictions set forth in these Terms, and any other activities that may subject us or our customers to liability. We disclaim any and all liability for any failure on our part to detect or prevent the transmission of unlawful, harmful, or otherwise prohibited content through third-party networks used to provide the Services.

VII. Termination

The use of all Services may be terminated or suspended without notice by uCloudlink if uCloudlink has reason to believe (each a “Termination Events”): (i) that the Service was obtained by any misrepresentation or fraudulent means; (ii) that the Service has been used for any illegal or improper purpose, or in violation of these Terms; (iii) the Customer is in breach of any of these Terms; (iv) there has been fraud or unusually high usage in breach of our Fair Use Policy; or (v) as required by law. You will not be entitled to refund of any amount you paid to uCloudlink if uCloudlink terminates or suspends your Services upon occurrence of a Termination Event, except where required by law.

VIII. Fair Use Policy

In some countries, a Fair Use Policy (“FUP”) may be in place in accordance with the business practices of the local mobile network operator (MNO) or internet service provider. If a FUP is in place, it may limit the transfer of a specific amount of data over a period of time. Mobile network operators commonly apply a cap on the amount of wireless data when an individual user has exceeded a certain amount of data within a specified time period, which can result in the operates restricting the connection speed. The Customer acknowledges that a FUP may be in place and accepts this possibility, and the Customer will not hold uCloudlink liable for any FUP, restricting of connection speeds, degradation of quality, or related issues which could affect the performance of the Services or the Customer’s usage experience. Plan-specific FUP thresholds, where applicable, will be disclosed in the HEY ESIM App.

IX. uCloudlink’s Liability

  1. Unless a different position is set out in the local law terms, uCloudlink makes no warranties, guarantees or representations, either express or implied, regarding any matter, including without limitation, the merchantability, accuracy, reliability, condition, non-infringement or fitness for a particular purpose of the services furnished under these terms. Except as set forth herein, uCloudlink does not represent that customer’s use of the services will be secure, timely, uninterrupted or error free or that the service will meet customer’s requirements or that all errors in the services will be corrected or that the system that makes the services available will be free of viruses or other harmful components.
  2. Unless a different position is set out in the Terms, the Customer shall be solely responsible for and shall indemnify, defend and hold harmless uCloudlink, its affiliated companies, and officers, directors, employees, independent contractors, affiliates, representatives, agents, and other customers of uCloudlink and its affiliated companies against all claims, demands and liabilities arising out of or in connection with the l use, condition, operation or misuse of the Services provided hereunder, whether in breach of these Terms or otherwise arising howsoever. This indemnity provision shall survive the termination of these Terms.
  3. Ucloudlink’s liability to you is not limited or excluded to the extent that such liability cannot be limited or excluded in accordance with applicable law. Ucloudlink will in no event be liable for nor shall the customer make any claim against ucloudlink for any liability, claim, loss, injury, damage or expense of any kind (including loss of profits, revenues, business opportunities, goodwill and anticipated savings, and punitive damages) whether direct, indirect, incidental or consequential caused by any delay, faultiness (such as degradation of services) or failure of the services. Ucloudlink’s total liability arising out of or in connection with these terms shall be limited to the aggregate purchase price the customer paid for the services.
  4. The Customer shall be liable to uCloudlink for all expenses, including reasonable attorneys’ fees, collection fees and court costs incurred in connection with any collection or other action brought to enforce uCloudlink’s rights under these Terms.
  5. uCloudlink reserves the right to invoice Customer to recoup costs associated with the payment of fees, surcharges, or other contribution obligations imposed on uCloudlink (which have not otherwise already been paid to uCloudlink by Customer) by governmental or quasi-governmental bodies in connection with the sale, use, or provision of the Services to Customer (including, without limitation, applicable regulatory recovery fees, if any). uCloudlink may exercise such right regardless of whether uCloudlink or its affiliates are required or explicitly authorized by applicable law to (A) pass through such fees, surcharges, or other contribution obligations to Customer or (B) collect such fees, surcharges, or other contribution obligations from Customer. These obligations may include those imposed on uCloudlink or its Affiliates by an order, rule, or regulation of a regulatory body or a court of competent jurisdiction, as well as those that uCloudlink or its Affiliates are required to collect from Customer or to pay to others in support of statutory or regulatory programs. For example, Customer may be charged a monthly regulatory recovery fee (not to exceed uCloudlink’s actual cost for the same) to help defray uCloudlink’s contributions to municipal, state, and federal programs including, without limitation, universal service, telecom relay services for the visually/hearing impaired, and 911/E911 programs and infrastructure. This regulatory recovery fee is not a tax, and it is not government-mandated. In addition, some government-related costs, taxes, and fees may be billed separately, all of which may be changed with or without notice.

X. Assignment

uCloudlink may, in its sole discretion, transfer or assign these Terms and may novate or transfer any, all or any portion of its duties under these Terms. uCloudlink may engage subcontractors to carry out any of its obligations under these Terms. You may not assign these Terms without uCloudlink’s prior consent.

XI. General

  1. The headings in these Terms are for convenience of reference only and shall not affect the meaning or construction of the terms and conditions contained herein.
  2. No waiver by uCloudlink of any breach of these Terms shall be considered as a waiver of any subsequent breach of the same or any other provision hereof.
  3. These Terms constitute the entire agreement between uCloudlink and the Customer with regard to the subject matter hereof, and there are no other representations, conditions, warranties, guarantees, or collateral agreements, express or implied, statutory or otherwise, concerning the use of the Services, other than as set forth herein.
  4. uCloudlink may collect and process account-related information in accordance with its Privacy Policy and applicable law, and may disclose such information if required by law, regulation, or to protect its legal rights and property.
  5. uCloudlink has a right to amend these Terms where required for security purposes, where there are changes in applicable law or where there are changes to the underlying service, provided such changes are not detrimental to the Customer. In such cases, uCloudlink will send notice to Customer of such changes by email, push notifications, or in-app messaging.
  6. These Terms shall be governed by and be interpreted in accordance with the laws of Singapore.
  7. The Singapore courts shall have exclusive jurisdiction in relation to all disputes under these Terms. For these purposes each party irrevocably submits to the jurisdiction of the courts in Singapore and waives any objection to the exercise of that jurisdiction.

XII. Contact Us

If you have any questions or would like to talk to us about your use of the Services, please contact us by email (help@heyesims.com).

Appendix – Privacy Policy

Please refer to our Privacy Policy, available at HEY ESIM, for details on how UCLOUDLINK (SINGAPORE) PTE. LTD. collects, uses, stores, and shares your personal information. The Privacy Policy forms an integral part of these Terms and may be updated from time to time in accordance with applicable laws.