Digital Delivery & Activation Policy

This Policy explains availability, electronic delivery, Installation and Activation of travel eSIMs sold by HARTWICK VENTURES LTD, trading as Velusim, company number 17206399. Our registered office is Dept 6789, 196 High Road, Wood Green, London, United Kingdom, N22 8HH. Contact info@velusim.com for assistance.

Read this Policy with our Terms & Conditions and Refund & Cancellation Policy. Nothing in this Policy limits rights that applicable consumer law does not allow us to exclude.

Before you complete payment, we will inform you whether the selected eSIM Plan is available and disclose the anticipated delivery timeframe and the delivery deadline applicable to your order. This information will be presented on the relevant product page or during checkout, in time for you to decide whether to proceed.

Our standard delivery timeframe is within 5 minutes after successful payment confirmation. For this purpose, successful payment confirmation means that the payment has been confirmed as successful in our checkout or order system. Merely submitting payment details, an unsuccessful payment attempt or a pending authorisation does not begin this timeframe.

If we know that the selected product is unavailable or cannot be delivered within the standard timeframe, we will tell you before payment. We will either make the product unavailable for purchase or offer it with a clearly disclosed revised anticipated delivery date or deadline, including the applicable time zone where relevant.

Any revised delivery date or deadline must be disclosed and expressly agreed with you before payment. We will not take payment for an order with a known delivery delay on the assumption that you have accepted it merely by reading a general warning that delays may occur. If you do not agree to the revised timeframe, you can leave the purchase without being charged for that order.

If we cannot provide a sufficiently clear anticipated delivery date for an unavailable product, we will not accept payment for that product until we can disclose and agree one. The delivery timeframe you agree before payment will be included in your order confirmation in a form you can retain.

An eSIM is delivered electronically. We do not ship a physical SIM. A postal address is not used to deliver the eSIM profile, although billing or identity information may be required for a separate lawful purpose.

Within the delivery timeframe agreed for your order, the QR code or relevant installation credentials and instructions will be made available in your account and sent to the email address used for the order. Your order information identifies the purchased Plan and its principal conditions.

Delivery means providing usable installation credentials and instructions through the agreed electronic channels. A record that an email was sent does not, by itself, establish that usable credentials were delivered if they are missing, invalid or inaccessible because of a problem on our side.

Delivery is distinct from Installation, Activation and the availability of network coverage at your destination. Receiving or viewing a QR code does not itself install the eSIM or begin the Plan's validity period.

If an unexpected issue means that we cannot meet the delivery timeframe originally agreed for your order, we will notify you without undue delay using your order email address. The notice will identify the affected order, explain the delay where possible and give a revised anticipated delivery date or deadline.

If we cannot yet establish a reliable revised date, we will say so rather than give an unsupported estimate. This does not delay your cancellation option: you may cancel the affected order immediately instead of waiting for a further estimate. If you choose to wait, we will update you when a revised date can be provided.

Whenever we cannot meet the originally agreed delivery timeframe, you may choose either to accept the revised timeframe or to cancel the affected order and receive the applicable refund. You do not have to accept a replacement product, account credit or a voucher instead of a monetary refund to which you are entitled.

To cancel, email info@velusim.com with the order number or enough information for us to identify the purchase and state that you wish to cancel because of the delay. You do not have to complete technical troubleshooting or use a particular form before a valid cancellation notice takes effect. We will not treat silence as agreement to a revised delivery date.

If you cancel an undelivered eSIM or Top-up because the agreed delivery timeframe cannot be met, we will refund the full amount paid for that affected product, including any corresponding refundable tax or delivery charge, without a cancellation or administration fee. Where an order contains separate products that were delivered correctly and are not cancelled, the refund will cover the delayed product or products; any broader cancellation rights under applicable law remain unaffected.

We will issue the refund to the original payment method unless another lawful method is expressly agreed with you, without undue delay and no later than 14 calendar days after receiving your cancellation notice, or sooner where applicable law requires. Bank processing may affect when the repayment appears on your statement, but it does not extend our deadline for issuing it.

If you agree to a revised deadline and we cannot meet it, we will notify you again and offer the same choice to cancel. Agreement to one delay is not agreement to unlimited further delays. We will not substitute a materially different Plan or extend the deadline unilaterally.

Where an unexpected availability problem means we cannot supply the product at all, we will notify you, cancel the affected product and issue the full applicable refund without undue delay and no later than 14 calendar days after notifying you of the cancellation, subject to any shorter legal deadline. No refund is conditional on you accepting a substitute product. An express legal restriction on repayment will be handled as required by law and explained where legally permitted.

If you cannot find or use your eSIM:

1. Check the order and eSIM area of your account.
2. Check your email inbox and spam or junk folder.
3. Check the order status and the email address entered during purchase.
4. Contact info@velusim.com with the order number and purchase email if the issue remains.

Do not repeatedly purchase the same Plan simply because a confirmation email is delayed. We can investigate the existing order.

We may reasonably verify order ownership before changing an email address or resending credentials. If an incorrect email address supplied at checkout prevented email delivery, we will assist with correction and retrieval. We will not attribute a delay caused by our systems to you or restart an agreed delivery deadline merely because you reported the issue.

The checks above are assistance steps, not conditions on the delay-cancellation right in Section 4. If the agreed delivery timeframe has not been met, that right remains available. If credentials were delivered but are defective, the remedies in our Refund & Cancellation Policy and applicable law also apply.

Your device must support the eSIM, be unlocked for use with the relevant networks and meet the Plan's technical requirements. Read the device-specific instructions. An existing internet connection may be needed to download and install the profile.

Keep your order information and ensure that you can access the QR code or manual installation details in a way supported by your device. Do not publish installation credentials or give them to an unauthorised person.

The Plan's validity begins immediately upon successful Installation of the eSIM. Installation and Activation occur at the same stage for this purpose.

The validity period does not wait until you arrive at your destination, first connect to a network or first use data, calls or SMS. Receiving or viewing installation credentials alone does not start the validity period.

For example, if you install a seven-day Plan several days before departure, those days form part of its running validity period. Install only when you are ready for validity to begin, while allowing for the internet connection and setup steps you may need.

Once started, validity runs continuously. Disabling the eSIM, turning off the device, leaving the coverage area or deleting the profile does not pause, extend or restart it. Your Plan and order information govern the duration and expiry calculation.

Any separate deadline for installing an uninstalled eSIM must be disclosed before purchase. We will not apply an undisclosed deadline to forfeit a purchase. If a later technical or legal change prevents use of an uninstalled purchased eSIM, contact us for an appropriate replacement or refund where required.

After Installation, follow the instructions for selecting the eSIM as the relevant data, call or SMS line and configuring any required roaming or network settings. Connectivity depends on being within the selected Plan's coverage and meeting its technical requirements.

Data, call and SMS allowances apply as described for the Plan. International or special-service calls, verification messages and other features are not automatically included. Hotspot use and speed-management conditions follow the disclosed Plan information and our Acceptable Use & Fair Usage Policy.

Your ordinary mobile subscription remains separate. Services routed through your home SIM, including automatic data switching, may create charges from your home mobile provider. A Velusim purchase does not cancel or amend another mobile contract.

An eligible Top-up adds the allowance or package described in its offer. Before payment, the offer will explain when it begins, its validity and whether it changes an existing Plan's expiry. Do not assume that a Top-up renews the original Plan or extends every allowance.

The availability, pre-payment delivery disclosure and unexpected-delay provisions in Sections 2–4 also apply to Top-ups. For a Top-up, delivery means making the purchased allowance or package available on the eligible eSIM according to the offer; it need not involve issuing a new QR code. A disclosed future start time for the package is distinct from a failure to provision the purchased Top-up by the agreed delivery deadline.

There are no automatic Top-ups or automatic renewals. Exhaustion or expiry does not trigger another payment. A further package requires a separate purchase authorisation.

Unless expressly stated otherwise, unused allowances expire and do not roll over. This does not remove rights arising from cancellation or a service failure.

An eSIM may be limited to one Installation or one device, and a QR code may not be reusable. The relevant instructions govern whether transfer or reinstallation is supported. Deleting a profile does not necessarily free it for another device.

Contact us before deleting an eSIM, resetting relevant device settings or attempting a device transfer if you wish to preserve service. If a device is lost or a profile is deleted, we will assess available recovery or replacement options. Recovery is not guaranteed where the technology does not permit it; applicable remedies for a fault on our part remain available.

For Installation or connection problems, send your order number, device model, relevant error message and a description of the issue to info@velusim.com. Do not send passwords or payment-card security information.

We will provide reasonable assistance and investigate problems with the supplied service. Our Refund & Cancellation Policy explains other available remedies, and our Complaints Handling Policy explains how to request a review.