These terms explain who provides your service, what to check before purchasing and how we handle support, complaints and disputes.
OneSIM Africa is operated by ONE TELECOM, registration number 2018/042727/07, trading as OneSIM Africa. ONE TELECOM is the contracting entity for purchases made through this website and is referred to as “we”, “us” or “our” in these terms. “You” means the customer placing the order or using the service.
Our business address is Unit 847, Polofield Estate, Waterfall Drive, Gauteng 2091, South Africa. For order, service or contractual enquiries, email esim@onetelecom.africa.
These terms apply together with the package information shown before checkout and our Refund and Cancellation Policy. Package-specific features and activation rules govern the selected package. Mandatory consumer rights take precedence over any conflicting provision. Using network or provisioning partners does not remove our obligations to you.
You must have legal capacity to enter into the purchase or act with the required authorisation. If purchasing for an organisation or another person, you must be authorised to do so.
We handle personal information as explained in our published Privacy Policy. Do not send passwords, full payment-card details or identity documents through general support email.
Review the destination, coverage, data allowance, price and currency, validity period, activation deadline, activation start rule and any disclosed fair-use or speed restrictions. Check that your device supports eSIM, is network-unlocked and supports the destination networks.
Our travel eSIM packages are data-only: they do not provide a new telephone number, standard voice calls or SMS. Internet-based services, such as WhatsApp, can use the data connection. Top-ups and tethering are available only where supported by the selected package.
Ask us before purchasing if the package information is unclear. Your responsibility to check compatibility does not remove your rights where our information is inaccurate or the service is faulty.
The checkout displays the amount and currency payable before you submit your order. Review your selection and correct any errors before payment. An order is accepted when we confirm that acceptance or supply the purchased eSIM; a payment-processing acknowledgement alone does not confirm successful provisioning.
Payment and provisioning are separate steps. Once provisioning succeeds, your eSIM details are made available through your account or delivery email. If payment succeeds but delivery does not, contact esim@onetelecom.africa and avoid placing duplicate orders while we investigate.
If we cannot fulfil an order, we will explain the available remedy, including any refund due. We will not charge a higher amount or substitute a materially different package without your agreement.
Follow the installation instructions for your device and package. Installation does not necessarily start validity, and validity does not necessarily wait until arrival: the activation rule disclosed for your package applies.
Keep QR codes and activation details private. Do not delete an installed eSIM profile unless support advises you to do so, because reinstallation may be restricted. Monitor your data usage and validity period, and take reasonable steps to avoid unintended usage.
Do not use the service for unlawful activity, fraud, unauthorised access, attacks on networks or interference with other users. Do not bypass disclosed technical, usage or fair-use restrictions.
Coverage and performance depend on supported networks, device compatibility, location, congestion and local conditions. Maintenance and network interruptions can affect availability. We will provide the service with reasonable care and assist with faults; these factors do not excuse a failure to meet obligations imposed by applicable law.
Tell us promptly if the service does not match the purchased package, and provide reasonable troubleshooting information so we can investigate and arrange an appropriate remedy.
Wallet funding is separate from purchasing an eSIM. Adding a top-up to the cart does not credit your wallet; funds are credited after successful payment processing. Check the currency, amount and available balance before completing a transaction.
Promotional credit is distinct from money you paid. Any promotional conditions must be disclosed when the credit is offered. Questions about incorrect balances, duplicate payments or returning unused paid funds are handled under our Refund and Cancellation Policy and applicable law.
Our Refund and Cancellation Policy explains how to request cancellation, report a faulty or undelivered service and seek a refund. Read it before purchasing. Nothing in these terms excludes mandatory cancellation, refund or other consumer rights.
We may restrict an account or service where reasonably necessary to address suspected fraud, a security threat, unlawful use, a material breach of these terms or a legal requirement. Any restriction will be proportionate to the issue.
Where reasonably possible and lawful, we will explain the reason and give you an opportunity to resolve the issue. Urgent action may be needed to protect customers or networks. Contact support to request a review. Suspension does not automatically forfeit paid wallet funds or remove any refund or other remedy due to you.
The website, branding and original content belong to us or our licensors. You may use them to browse, purchase and manage your services. These terms do not transfer ownership of intellectual property or permit unlawful copying or misuse.
Each party remains responsible for loss for which it is legally liable. We do not exclude liability for fraud, wilful misconduct, gross negligence or any liability that cannot lawfully be excluded. No statement about network availability or customer responsibilities overrides your statutory remedies.
Email esim@onetelecom.africa with your order number, account email, a description of the issue and your preferred outcome. Support hours are Monday–Friday, 08:00–17:00 South African Standard Time (SAST, UTC+2), excluding South African public holidays.
We aim to provide an initial reply within one business day. If you are dissatisfied with the reply, or that target has passed without a reply, respond in the same email thread with the subject “Escalation – Order [your order number]” and ask for a management review. If you do not have an order number, include your account email and any existing case reference.
We aim to provide a management response or progress update within five business days of escalation. If further investigation is needed, we will explain the next steps and expected timing. These are response targets, not guaranteed resolution times. A business day is Monday–Friday, excluding South African public holidays; messages received outside support hours are reviewed when support reopens. See our Contact page for the full process.
These terms and purchases from us are governed by the laws of the Republic of South Africa. This choice does not deprive you of mandatory protections that apply under the law of your country of residence.
We encourage you to use the complaint and escalation process so we can try to resolve a dispute directly. If it remains unresolved, you may approach a consumer authority or ombud with jurisdiction, including the National Consumer Commission where applicable, or pursue a remedy through a court or tribunal with jurisdiction.
Mediation may be used if both parties agree. These terms do not require private arbitration or restrict your right to seek urgent relief or exercise a statutory remedy. Our internal complaint process does not replace applicable legal procedures or extend legal filing deadlines.
We may update these terms for future website use and purchases. Changes will be published on this page and will not retrospectively remove rights associated with an existing purchase. The terms applicable when you purchased, together with the disclosed package information, govern that purchase, subject to mandatory law. Please keep a copy for your records.
If a provision is unlawful or unenforceable, it will apply only to the extent permitted by law, and the remaining provisions continue where legally possible. A delay in enforcing a right does not by itself waive that right.
