Abuse Policy

Legal

Abuse Policy

SimpleConnect travel eSIMs exist to keep honest travelers online. This policy explains what we treat as abuse of our network and Website, how we detect it, what action we take, and how you can report misuse or appeal a decision you believe is wrong.

What this covers

Four areas the Abuse Policy governs

Each area links to the fuller terms in our Terms of Service. Where this policy is more specific about prohibited behaviour, this policy applies.

Network misuse

Using a data plan in ways that harm our carrier partners or other travelers on the same network.

Payment abuse

Fraudulent checkout behaviour, unauthorized payment methods, and unjustified chargebacks.

Content and conduct

Illegal, harmful, or infringing activity carried out over a SimpleConnect data connection.

Website abuse

Automated scraping, fake orders, refund exploitation, and attacks against simpleconnect.cyou.

Prohibited at a glance

Activity we do not allow

This is a summary, not the full list. The detailed clauses below explain each category and the action we take.

SIM boxing and traffic resale

Routing third-party voice or data traffic through a consumer plan, or reselling plan data without written authorization.

Spam and bulk messaging

Unsolicited bulk messages, phishing, or using a plan to send automated traffic that targets people who did not ask for it.

Malicious network activity

Scanning, attacking, or attempting to disrupt our partners' networks, our Website, or other users' connections.

Illegal content and activity

Any use of a data connection for conduct that breaks the law of the country you are physically in.

Payment and refund fraud

Using a payment method that is not yours, or repeatedly buying and claiming refunds in bad faith.

Plan misuse outside fair use

Primary use outside the covered destination, or exceeding fair-use limits stated on a product page.

1Purpose and Scope

This Abuse Policy protects the quality of service that every SimpleConnect customer pays for. Mobile networks are shared resources: a small number of accounts using a plan in ways it was never designed for can slow down or destabilize service for everyone else, and can breach the terms our carrier partners set with us.

The policy applies to you as a customer, to anyone you allow to use your device or eSIM profile, and to all traffic carried over a SimpleConnect plan. It covers both the data connection itself and your conduct on simpleconnect.cyou.

2What We Mean by Abuse

"Abuse" means using a SimpleConnect eSIM or the Website in a way that is unlawful, harmful to others, contrary to the purpose of a personal travel data plan, or in breach of our Terms of Service. Abuse is judged on behaviour and effect, not on a single metric in isolation, and we look at patterns rather than one-off events wherever practical.

Nothing in this policy is intended to restrict legitimate personal use: navigation, messaging apps, video calls, social posting, browsing, and reasonable tethering on plans that allow it are all exactly what SimpleConnect is built for.

3Network Misuse

The following uses of a SimpleConnect data connection are prohibited:

  • SIM boxing and voice bypass. Using a plan to route voice calls or SMS on behalf of third parties, including equipment or software that converts VoIP traffic into network sessions.
  • Resale and redistribution. Sharing, sub-licensing, or selling your plan data to others as a service, or operating any form of proxy, gateway, or relay that serves third-party traffic.
  • Machine-to-machine and IoT fleets. Deploying plans across device fleets, trackers, cameras, or embedded hardware unless a product page explicitly offers such a plan.
  • Automated server workloads. Running persistent servers, large-scale scraping jobs, cryptocurrency mining, or content distribution from a consumer travel plan.
  • Network attacks. Scanning ports, launching denial-of-service traffic, probing other subscribers, or attempting to interfere with a partner network's operation.

These restrictions exist because our carrier partners provision consumer data plans for personal use, and breaching that can cost us the network relationships that make low travel prices possible.

4Illegal and Harmful Content and Activity

You must not use a SimpleConnect connection to create, transmit, host, or access content or services that are unlawful in the country where you are using the plan. This includes, without limitation:

  • material that sexualizes, endangers, or exploits minors;
  • content that incites violence or hatred against individuals or groups;
  • infringing distribution of copyrighted material without the rights holder's permission;
  • fraud, phishing, identity theft, and social engineering of any kind;
  • malware, ransomware, exploit distribution, or unauthorized access to other people's systems;
  • harassment, stalking, or the publication of another person's private information without consent.

We do not monitor your browsing. This clause is enforced on the basis of reports, legal notices, and network-level signals, not by inspecting the content of your traffic.

5Payment and Refund Abuse

Because checkout runs through PayPal, payment abuse hurts both us and the payment platform. The following are prohibited:

  • paying with a card or PayPal account that is not yours or is not authorized for the purchase;
  • repeatedly purchasing plans and requesting refunds in a pattern that shows the product was never intended to be used;
  • filing a PayPal dispute or chargeback on a transaction you knowingly authorized and received, including after an unused-plan refund was already offered;
  • using stolen, generated, or otherwise fraudulent payment credentials;
  • attempting to obtain a free or discounted plan by exploiting a technical error, promotion, or pricing mistake.

A genuine billing mistake is not abuse. If a charge looks wrong, tell us through the contact form first, and we will investigate and correct it. Our good-faith standard protects customers who raise real problems; it is aimed at repeated, deliberate misuse.

6Fair Use and Destination Limits

Travel eSIM plans are priced for use inside the covered destination or region. Two limits apply:

  • Primary location. Using a plan mainly in a country it does not cover, or outside the covered zone more than inside it, is a breach of fair use. Occasional transit and border-area roaming are understood and allowed.
  • Stated caps. Where a product page lists a fair-use threshold, a speed cap after an allowance, or a tethering limit, those conditions are binding. Exceeding them deliberately, for example by resetting sessions to evade a cap, is treated as misuse.

If your usage pattern suggests a plan is being used as a home broadband substitute rather than for travel, we will contact you to explain the concern and discuss the right product before taking any enforcement step.

7Website and Order Abuse

Abuse of simpleconnect.cyou itself includes:

  • automated scraping, bulk account creation, or scripted ordering that degrades the store for real customers;
  • attempting to bypass checkout, security, rate limits, or fraud controls;
  • submitting fake, abusive, or deliberately misleading contact-form reports;
  • uploading malicious code or attempting to compromise the Website, its data, or other users' orders;
  • impersonating SimpleConnect staff, our carriers, or another customer in any interaction with us.

8Third-Party Networks and Roaming Partners

Your connection travels over our partners' infrastructure, and their acceptable-use rules also bind you through us. If a partner reports abuse originating from a profile we provisioned, we treat that report as evidence under this policy. Repeated partner complaints about one account can lead to action even when the same behaviour, seen once, would only earn a warning.

9How We Detect Abuse

We rely on proportionate, privacy-respecting signals rather than surveillance:

  • aggregate traffic patterns from partner networks, such as volume, session shape, and the location where data is consumed;
  • order and payment signals, including refund frequency and dispute history;
  • automated protection on the Website, including rate limiting and bot detection;
  • reports from third parties, rights holders, and other customers.

We do not read the content of your communications, and we do not sell or share traffic records outside what is described in our Privacy Policy.

10Actions We May Take

Enforcement is graduated. We choose the step that fits the severity, the evidence, and whether this is a first occurrence.

Step 1

Contact and guidance. For unclear or minor patterns, we message you through the contact form or your order email to explain what we saw and how to stay within the rules.

Step 2

Temporary restriction. Speed limits, tethering suspension, or a pause on the profile while we verify what is happening.

Step 3

Profile deactivation. For confirmed serious or repeated misuse, we deactivate the eSIM profile. Plans deactivated under this clause for deliberate abuse are not refundable, as stated in our Refund Policy.

Step 4

Account refusal. We may block future purchases and refuse orders from accounts with a persistent abuse history, within the limits of applicable law.

Where a breach also breaks the law, we may act at the same time as, or instead of, these steps by reporting the matter as described in Clause 13.

11Notice, Appeal, and Good-Faith Mistakes

Except where immediate action is needed to stop ongoing harm to a network or to other customers, we tell you what happened and why. If you believe a decision was wrong, reply through the contact form with your order reference and your side of the story. A different team member reviews every appeal, and we reverse action when the evidence does not support it.

Honest mistakes are treated as such. A customer who accidentally leaves a large download running, or whose family member tethered without asking, gets guidance, not a sanction. Enforcement escalates when behaviour continues after we have raised it.

12Reporting Abuse

We take reports seriously and investigate every credible one. If you believe a SimpleConnect plan or the Website is being used abusively, send us: what happened, when it happened, the affected destination or order reference if known, and any evidence you can share. Reports about unlawful content involving minors should also be made to the appropriate authority in your country.

See something? Tell us.

Reports are reviewed by a real person, typically within one business day. We act on credible evidence regardless of who submits it, and we never use a report as a reason to collect more personal data than the investigation needs.

What to includeWhat happened, when, and any order reference or destination.
Response timeAcknowledged and reviewed, usually within one business day.
Where to send itThrough the contact form, which keeps your report tied to a verifiable record.

14Privacy During Investigations

Abuse investigations use the minimum data needed: connection metadata, order records, and the evidence in a report. We do not decrypt or read message content, and investigation records are retained only as long as needed to resolve the case and meet legal obligations, as described in our Privacy Policy.

15Related Policies and Your Rights

This Abuse Policy forms part of our Terms of Service and works alongside our Privacy Policy, Refund Policy, and Delivery Policy. Nothing here removes your statutory consumer rights or your right to raise a payment dispute through PayPal where a charge is genuinely unauthorized or a service was not delivered.

Report misuse, or appeal a decision on your plan?

Whether you have seen abuse involving a SimpleConnect plan or you believe action was taken against you in error, the contact form reaches a real person who reviews every case, usually within one business day.

Contact our team