Flex eSIM Fair Use & Acceptable Use Policy

1. Purpose

This Fair Use & Acceptable Use Policy (the "Policy") applies to all Flex eSIM services that are offered under plans described as "Fair Use", "Unlimited (subject to fair use)", or similar. This Policy ensures that all users receive fair, reliable and equitable access to our network and that no user’s conduct or usage materially degrades the quality of service for other users.

2. What is "Fair Use"

Under “unlimited” or “fair-use” plans, “unlimited” refers to data volume — but not unlimited in terms of high-speed access or unrestricted use at all times. To preserve network performance and equitable access, we set a “Fair Use Threshold” (data usage or behaviour threshold) for each plan. Once your usage exceeds the threshold under your plan, we may reduce (throttle) your connection speed, or take other actions described below. This is standard practice among providers of mobile/internet services under FUP.

3. What Happens When You Exceed the Fair Use Threshold

Depending on your plan, if your usage exceeds the threshold we may:

• Reduce data speeds (for example throttle speeds to 1 Mbps or another lower rate) for the remainder of your billing/plan period.

• Prioritise network traffic so your connection may be deprioritised under congestion.

• Inform you via email or SMS that your plan is now subject to speed limiting under FUP.

• If excessive use continues (or if abuse / prohibited use is detected), suspend or terminate your service, at our discretion.

4. What Constitutes Excessive or Unreasonable Use / Abuse

Use beyond normal personal/travel usage — or misuse — may be deemed excessive or abusive. The following non-exhaustive list describes activities that may breach this Policy:

• Reselling, redistributing, or providing service to third-parties without permission.

• Using the service in non-ordinary devices or contexts (for example fixed wireless modems or routers) when the plan is designed for personal/travel use.

• Continuous heavy data usage over extended periods that could degrade network performance for others (large downloads/uploads, automated traffic, torrents, server activity, continuous background streaming, or machine-to-machine data usage).

• Running servers, hosting, VPN-heavy usage, or other high-bandwidth services meant for business/commercial use unless you are on a plan that permits this.

• Use that violates laws or regulations (for example distributing illegal content, copyright infringement, spam, hacking, unauthorised scanning, or other malicious activity).

• Circumventing or manipulating service limitations (for example using proxies, obfuscation, repeated new activations, or other technical means).

5. Right to Enforce, Modify or Terminate

We reserve the right to monitor usage patterns and identify excessive or abusive use at our discretion.

We may contact you to discuss usage, request changes, or recommend a more suitable plan.

If misuse continues after notification, we may suspend or terminate your eSIM service (without refund, if you are in breach).

We reserve the right to amend this Policy at any time. Updated versions will be published on our website and will apply to all new and existing services.

6. Interpretation with Other Policies & Laws

This Policy supplements (but does not replace) our Terms & Conditions, Refund Policy, and Privacy Policy.

If any provision here conflicts with mandatory consumer protections under applicable law, those laws will prevail.

We will treat this Policy as part of your agreement with Flex eSIM at the time of purchase or activation.

7. Summary of Your Responsibilities as a User

By using a Flex eSIM under a plan described as "Unlimited (subject to fair use)", you accept the following:

• Use the eSIM for personal/travel use only (unless otherwise agreed).

• Do not resell, redistribute, or share the eSIM in a commercial manner.

• Avoid continuous heavy usage, server-type or machine-to-machine use, or unusual traffic that may degrade network performance.

• Understand that “unlimited” refers to data volume but not guaranteed high-speed access at all times — if you exceed usage thresholds, your speed may be reduced.

• Comply with laws and do not use the service for illegal, malicious, or disruptive activities.