AwayHop Terms of Service

Last updated: 5 November 2026.

These terms apply when you buy an eSIM from AwayHop at https://shop.awayhop.com. AwayHop is a business name registered in Australia and operated by a sole trader ("we", "us"). By placing an order you agree to these terms, our Refund Policy and our Privacy Policy. Questions? Email hello@awayhop.com.

1. What we sell

• Prepaid, data-only eSIM plans for use outside Australia, mainly across Asia.
• No phone number, calls or SMS are included. Apps like WhatsApp or FaceTime work over data.
• We don't sell plans for use in Australia.
• Network service is provided by our supplier, eSIM Access, and its partner mobile networks in each destination. We resell their service; we don't run a mobile network ourselves.
• Plans are for personal travel use. You may share data with your own devices via personal hotspot unless the plan details say otherwise.

2. Before you buy

It's your job to check that:

• your device supports eSIM and is carrier-unlocked (some phones sold in certain countries, e.g. many mainland China and Hong Kong iPhones, don't support eSIM)
• the plan covers the country you're visiting
• the data amount and validity suit your trip
• the email address you give us is correct, because that's where we send your QR code.

If you buy a plan for an incompatible or locked device, that isn't a fault with the eSIM, but contact us before installing and we'll help where we can (see the Refund Policy). See our FAQ and install guide for help.

3. Ordering and payment

• Prices are shown in Australian dollars in the store and include any applicable taxes. The price at checkout is the price you pay.
• Payments are processed securely by Stripe. We never see or store your full card details.
• After payment, you'll get your eSIM QR code and install instructions by email and on your order page.
• Your QR code is like cash: keep it private. Anyone who scans it first can install the eSIM, and we can't reissue it once installed.
• We may cancel and refund an order if a pricing error, suspected fraud, or supplier unavailability occurs.

4. Activation, validity and using your eSIM

• We recommend installing the eSIM shortly before you travel, while on Wi-Fi.
• Validity usually starts when the eSIM first connects to a supported network in the destination. Some plans start on install or after a set period from purchase even if unused — the plan details will say which.
• Your plan ends when its data is used up or its validity period runs out, whichever comes first. Unused data doesn't carry over.
• Speeds and coverage depend on local networks and can vary by location, time and device. Advertised speeds (e.g. 4G/5G) are what the network supports, not a guarantee.
• Some plans have fair-use limits, or slow to a reduced speed after a daily or total amount of data. Any such limit is shown in the plan details.
• Most eSIMs can only be installed once. If you delete the eSIM from your device, it usually can't be recovered, so don't remove it until your trip is over. Resetting or replacing your phone has the same effect.
• You'll need to turn on data roaming for the eSIM and select it for mobile data. Your home SIM may still charge roaming if left on for data — that's between you and your home provider.

4A. Top-ups

You can ask to add data or days to an existing eSIM by emailing hello@awayhop.com. Top-ups are subject to our network partner's rules: each eSIM can be topped up up to 9 times while unused or active; on fixed plans a top-up adds data and validity days, on daily plans it adds days only; and some plans cannot be topped up. We will confirm availability and price before taking payment. Once a top-up has been applied to your eSIM it is non-refundable, unless it does not work and we cannot fix it.

5. Acceptable use

You must not use an AwayHop eSIM:

• for anything illegal in Australia or the destination country
• to send spam, bulk messages or malicious traffic, or to commit fraud
• to resell or commercially share the connection, or in SIM farms, servers or other automated/machine-to-machine set-ups
• in a way that unreasonably congests the network (e.g. running servers or heavy peer-to-peer sharing), or to get around network management.

You must also follow any reasonable rules set by the local network. You're responsible for how your eSIM is used.

6. Suspension

We or our network partners may suspend or end service on an eSIM if it's being used in breach of section 5, for fraud or a disputed payment, or where a network or regulator requires it. Where we reasonably can, we'll tell you first. If we suspend service for a reason that isn't your fault, we'll offer a replacement or refund.

7. Refunds and chargebacks

See our Refund Policy. If something goes wrong, please contact us at hello@awayhop.com first — most problems can be fixed quickly. If you lodge a card chargeback for an order, we may deactivate the related eSIM while the dispute is handled. Nothing in this section limits your rights under the Australian Consumer Law.

8. Your rights under the Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your contract and get a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service fixed in a reasonable time and, if this is not done, to cancel and get a refund for the unused portion.

9. Liability

• Because the networks are run by third parties, we can't promise the service will be uninterrupted or available everywhere in a country.
• To the extent the law allows, we aren't liable for indirect or consequential losses, for example missed bookings or lost business caused by a network outage.
• Where the law lets us limit our liability, it's limited to resupplying the service or refunding what you paid for it.
• Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy under the Australian Consumer Law or other law that can't be excluded.

10. Events outside our control

We aren't responsible for delays or failures caused by events we can't reasonably control, such as network outages, natural disasters, government actions or internet shutdowns. Your ACL rights still apply — if you can't use a plan you've paid for because of such an event, contact us and we'll work out a fair outcome.

11. Privacy

We collect only what we need to fill your order and support you (such as your name, email and order details), and share it only with providers who help us do that (eSIM Access, Stripe and our email provider). See our Privacy Policy.

12. Changes

We may update these terms from time to time. The version shown at the time you buy applies to that order.

13. Governing law and disputes

These terms are governed by the laws of Western Australia, Australia, and you can bring any claim in an Australian court or tribunal that has jurisdiction. If any part of these terms can't be enforced, the rest still applies.