Acceptable Use Policy

Purpose

NeoSIM provides mobile data connectivity to individual travellers for personal, lawful use. This AUP exists to:

• Protect the integrity and performance of our network and infrastructure;
• Protect other users from harmful or abusive conduct;
• Ensure compliance with the laws of the countries in which we operate;
• Maintain the trust of our mobile network partners.

By using the NeoSIM service, you agree to comply with this AUP. Failure to do so may result in suspension or termination of your account.

Permitted Use

The NeoSIM service may be used for the following purposes:

• Personal mobile data connectivity on a single eSIM-compatible device while travelling;
• Sharing your device's data connection via personal hotspot / tethering for your own devices (e.g. laptop, tablet) for personal, non-commercial use;
• Accessing internet services, applications, and content lawful in both your country of origin and the country where you are connected;
• Business travel data use by an individual employee on their own device.

Any use not expressly listed above requires our prior written consent.

Prohibited Conduct

The following uses of the NeoSIM service are strictly prohibited:

Device and connectivity restrictions:

• Installing the NeoSIM eSIM profile on any device other than a personal smartphone or tablet (e.g. routers, IoT devices, industrial equipment, connected vehicles);
• Using the service as a fixed-line broadband substitute by remaining connected at a single location for prolonged periods;
• Sharing the service commercially with third parties or operating a commercial data resale or wholesale operation using the NeoSIM eSIM.

Illegal and harmful activities:

• Using the service to transmit, distribute, or store material that is illegal under applicable law, including child sexual abuse material (CSAM), terrorist content, malware, or content that incites violence or hatred;
• Engaging in fraud, identity theft, phishing, or other deceptive practices using the service;
• Accessing, probing, or attacking computer systems without authorisation (hacking, port scanning, penetration testing of systems you do not own or have permission to test);
• Violating applicable privacy laws, including capturing or transmitting personal data without consent.

Network misuse:

• Launching or participating in distributed denial-of-service (DDoS) attacks, botnets, or other activities that deliberately degrade or disrupt network performance;
• Generating, transmitting, or facilitating unsolicited bulk email (spam) or automated messages;
• Using automated scripts, bots, or tools to generate excessive, artificial data traffic.

Account misuse:

• Creating multiple accounts to accumulate promotional credits, circumvent account limits, or evade enforcement actions;
• Sharing account credentials with any person other than the account holder;
• Providing false information during account registration or verification.

Network Fair Use

To ensure a good experience for all users, we ask that you use the service reasonably:

• Personal use: the service is optimised for individual travellers streaming, browsing, and communicating. Sustained high-bandwidth activities (e.g. continuous 4K video streaming for many hours, large file seeding via P2P) may affect the experience of users sharing the same carrier network.
• Local carrier policies: our network partners may apply traffic management policies (e.g. deprioritisation of P2P traffic, port restrictions) in certain countries. We will not impose additional restrictions beyond those required by our network partners.
• Voluntary spend cap: you may set a daily data spend cap in the NeoSIM app to prevent unexpected usage costs. We encourage use of this feature.

Content Standards

NeoSIM provides transport-layer connectivity only and does not inspect, filter, or moderate the content you access, except to comply with legal obligations in applicable jurisdictions.

You remain solely responsible for all content you transmit, receive, or store using the service and for ensuring that your use of content complies with applicable laws in both your country of origin and the country where you are connected.

Where required by applicable law or by the lawful demand of a competent authority, NeoSIM may be required to block access to specific content or disclose traffic metadata. We will notify you of such requirements where permitted to do so.

Violations & Enforcement

NeoSIM may take the following actions in response to violations of this AUP, at our reasonable discretion:

• Issue a warning and request that the violating activity cease immediately;
• Temporarily restrict or suspend your access to the service;
• Permanently terminate your account, with any unused wallet balance forfeited if the violation constitutes a material breach of our Terms of Service;
• Report the violation to appropriate law enforcement or regulatory authorities where required or appropriate.

The severity of the action taken will be proportionate to the nature and seriousness of the violation. We will consider context and representations from the user before taking permanent action, except where immediate action is required to protect users, the network, or comply with law.

If you believe your account has been suspended in error, contact us through the contact form within 14 days of the suspension and we will review the decision.

Reporting Abuse

If you become aware of any use of the NeoSIM service that violates this AUP, including illegal content, network abuse, or fraudulent activity, please report it through the contact form.

Please include as much detail as possible: the nature of the abuse, any relevant identifiers (URLs, IPs if known), and the date and time of the incident. We will investigate all reports and respond where appropriate. Reports may be made anonymously.

Contact

For questions about this Acceptable Use Policy or to report abuse, use the contact form.

For related policies, see our Terms of Service, Privacy Policy, and Refund Policy.