Whitelabel Service Agreement

Tourlink Terms of Service

Effective date: 11 August 2026
Last updated: 11 August 2026

1. Who we are

Tourlink is a trading name and eSIM store operated by OMAX Group Ltd (“OMAX”, “Tourlink”, “we”, “us” or “our”), a private limited company registered in England and Wales under company number 16125244, with registered office at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.

These Terms govern your purchase and use of prepaid travel eSIM profiles, data plans, top-ups, accounts, websites and related support made available through tourlink.me (together, the “Service”). They form a contract between OMAX and you.

Tourlink is not a separate legal entity. OMAX is the contracting seller and merchant of record for purchases made directly through Tourlink unless the checkout clearly identifies another seller before you place the order.

2. Important information before you buy

Before placing an order, you must review the plan information shown on the product page and at checkout, including:

• the countries or regions covered;

• the data allowance and validity period;

• when validity begins and any deadline for activation;

• available network generations, such as 4G or 5G, where stated;

• whether tethering, top-ups, voice or SMS are supported;

• any fair-use, speed or daily-usage limits;

• the total price, including mandatory fees and applicable taxes; and

• the cancellation and refund information in these Terms.

The plan information presented at checkout and in your order confirmation forms part of the contract. If it conflicts with these Terms, the plan-specific information takes priority for that plan, except that it cannot reduce your statutory rights.

3. Eligibility and permitted use

You must be at least 18 years old and legally capable of entering into a contract. If an eSIM is to be used by a person under 18, the purchase and account must be made and supervised by their parent or legal guardian.

Consumer plans are intended for personal travel use. You must not resell, redistribute, commercially exploit or provide the Service to third parties unless OMAX has approved this in writing under a separate reseller or white-label agreement.

You must not purchase or use the Service where doing so would breach applicable sanctions, export controls or other laws. We may carry out fraud, sanctions and identity checks and may refuse or cancel an order where reasonably necessary for legal, regulatory, security or fraud-prevention reasons.

4. Orders and contract formation

You can correct order details before submitting payment. Your order is an offer to buy the selected plan. A contract is formed when we send an order confirmation or make the eSIM profile or activation details available to you, whichever happens first.

We may reject or cancel an order before delivery if:

• payment is not authorised or is reversed;

• the plan is unavailable or incorrectly priced;

• information supplied by you is materially incomplete or inaccurate;

• the order appears fraudulent, abusive or unlawful; or

• we are required to do so by a payment provider, network operator, regulator or law.

If we cancel before supply begins, we will refund the amount received for that order. We may correct an obvious pricing error before accepting an order. If a contract has already been formed, we will give you the choice of paying the correct price or receiving a refund, unless the error was obvious and could reasonably have been recognised as an error.

We will provide the order confirmation, plan details and a copy or downloadable version of these Terms in a durable form, normally by email or through your account.

5. The eSIM Service

5.1 What we provide

The Service supplies a digital eSIM profile and a prepaid mobile data plan that uses third-party mobile and roaming networks. Unless the plan expressly says otherwise, it is data-only and does not include a telephone number, traditional voice calls, SMS or access to emergency call services.

Internet-based calling and messaging applications may work over the data connection, but their availability and performance are controlled by third parties and are not guaranteed by us.

5.2 Delivery

After successful payment, we normally make the eSIM available through email, your account, a QR code, an activation link or manual installation details. Delivery is usually immediate but can be delayed by payment review, fraud checks, technical issues or third-party systems.

You must provide a correct and accessible email address. If you do not receive the eSIM promptly, check your spam folder and account before contacting support.

5.3 Installation and activation

You are responsible for following the installation instructions and for checking before purchase that your device:

• supports eSIM technology and the relevant radio bands;

• is network-unlocked;

• has current software and sufficient storage for an eSIM profile; and

• permits eSIM installation in the country or region where the device was purchased.

An eSIM QR code or activation code is personal and may be single-use. Do not share it. Deleting an installed eSIM may permanently prevent reinstallation. We are not responsible for loss caused by sharing, deleting or transferring an eSIM contrary to the instructions, except where the loss is caused by our failure to exercise reasonable care and skill.

For most plans, validity begins on the first successful connection to a supported network in the destination. Some plans begin on installation, purchase or another event. The plan page and order confirmation will state the applicable rule. An unused eSIM may expire if it is not activated by the stated deadline.

5.4 Coverage, speed and availability

Coverage maps, operator names, network generations and speed descriptions are estimates, not guarantees at every location. Actual service depends on matters such as local network availability, terrain, buildings, congestion, maintenance, device capability, radio bands, local regulation and network traffic management.

5G, a particular operator, tethering or a particular speed may not be available everywhere even where listed. Your device may connect to another supported network or a lower network generation. We do not guarantee uninterrupted or error-free service, but we will provide the Service with reasonable care and skill and in accordance with your statutory rights.

5.5 Data allowance, validity and fair use

Data usage is measured by the network systems supporting the plan. Fixed allowances expire when the allowance is consumed or the validity period ends, whichever occurs first. Unused data does not roll over or have cash value unless the plan expressly says otherwise.

Plans described as unlimited or high-allowance may be subject to a clearly disclosed fair-use policy, daily high-speed allowance, traffic management or reduced speed after a threshold. These restrictions will be shown in the plan information before purchase.

Top-ups are available only where the relevant plan and eSIM support them. A top-up is a separate purchase and may have its own validity and activation rules.

6. Your responsibilities

You must:

• provide accurate account, contact and payment information;

• keep your account credentials and eSIM activation details secure;

• install and configure the eSIM correctly, including enabling data roaming where instructed;

• use the Service only on compatible, authorised devices;

• monitor your remaining data and validity; and

• contact support promptly while you are still in the destination where reasonably possible, so that a connection issue can be diagnosed.

You remain responsible for charges from your primary mobile provider, including roaming charges, if you leave your primary SIM enabled for data, calls or SMS. Tourlink does not control and is not responsible for those third-party charges unless they were caused by our breach of contract or failure to exercise reasonable care and skill.

7. Acceptable use

You must not use the Service to:

• break any law or sanctions restriction;

• commit fraud, impersonation, harassment, abuse or infringement of another person’s rights;

• distribute malware, phishing material, spam or unlawful content;

• interfere with, probe, attack or overload the Store, an eSIM profile, an API or any network;

• bypass security, authentication, usage, throttling or billing controls;

• clone, alter, reverse engineer or misuse an eSIM or its credentials, except where a legal right cannot be restricted;

• operate SIM-boxing, traffic pumping, artificial traffic generation or a similar abusive activity; or

• use a consumer plan for permanent routing, server hosting, industrial IoT, automated bulk traffic or another use inconsistent with the plan description.

We may investigate suspected misuse and may block traffic or suspend the affected eSIM immediately where reasonably necessary to protect users, networks, OMAX or third parties. Where practicable, we will explain the reason and give you an opportunity to respond. Serious or unlawful misuse may be reported to the appropriate authorities.

8. Prices, taxes and payment

The total price payable is shown before you place the order. It includes mandatory fees and applicable taxes that we can calculate at that stage. We do not add a surcharge for using a consumer credit card, debit card or PayPal.

You may select from the payment methods displayed at checkout. Payments are processed by the payment provider shown there. We do not normally receive or store your full payment-card number.

If you choose a currency different from the billing currency of your payment method, your bank or payment provider may apply its own exchange rate or foreign transaction charge. That charge is imposed by the third party, not by Tourlink.

We may suspend delivery while a payment is under review. If a payment is reversed or charged back after supply, we may suspend the related eSIM or account while the dispute is investigated. This does not prevent you from exercising any right available through your card issuer or under law.

Promotional codes, referral credit and store credit are subject to any additional terms shown when issued. They are not cash, cannot be transferred or withdrawn, and may expire if a clearly disclosed expiry applies. Purchased funds will not be treated as promotional credit.

9. Cancellation and refunds

9.1 Your 14-day cancellation right

If you are a UK consumer buying online, you will normally have 14 days from the date the contract is formed to change your mind.

Because an eSIM is digital content supplied with a connectivity service, we make it available immediately at your request. At checkout, we will ask you to:

1. expressly request immediate supply before the 14-day cancellation period ends; and

2. acknowledge that your change-of-mind cancellation right for the digital content will be lost once supply begins.

Supply begins when the unique eSIM profile, QR code, activation link or installation details are generated and made available to you. If the legally required consent and acknowledgement have been obtained, you will not have a change-of-mind right after that point. If they have not been validly obtained, your statutory cancellation rights remain unaffected.

9.2 Tourlink refund policy for unused eSIMs

Without limiting your statutory rights, we will normally provide a full refund where all of the following apply:

• you ask within 14 days after purchase;

• the eSIM has not been installed, downloaded or added to a device;

• its QR code or activation details have not been scanned or used;

• the plan has not activated and no data session or top-up has occurred; and

• the eSIM has not expired.

An eSIM is treated as supplied and used for change-of-mind purposes once it has been installed, downloaded, added to a device, activated or used for any data, whichever happens first. We do not provide change-of-mind refunds for an installed or activated eSIM.

Buying the wrong destination, allowance or validity period, failing to travel, changing travel plans, device incompatibility, a network-locked device, failure to activate before the deadline, accidental deletion, or failure to follow the instructions does not normally qualify for a refund after supply has begun.

9.3 Where the Service is faulty or not as described

Your statutory rights are not affected. Under UK consumer law, digital content must be of satisfactory quality, fit for a disclosed purpose and as described, and services must be provided with reasonable care and skill.

If the eSIM is not delivered, cannot be installed on a compatible unlocked device due to our fault, or cannot provide the described connectivity due to a fault attributable to Tourlink or our supply chain, contact support promptly. We may ask you to complete reasonable troubleshooting and provide diagnostic information such as screenshots, device model, location and settings.

Where legally appropriate, we may first offer re-performance, correction or a replacement eSIM. If that cannot be provided within a reasonable time and without significant inconvenience, we will provide the refund or price reduction required by law. Any lawful reduction may take account of data already successfully used.

A refund is not normally due where the issue is caused by:

• an incompatible, locked, rooted, jailbroken, damaged or incorrectly configured device;

• failure to enable data roaming or select the correct eSIM for mobile data;

• use outside the plan’s covered area or validity period;

• local network conditions that are consistent with the limitations disclosed before purchase;

• exhaustion of the data allowance or application of a disclosed fair-use rule;

• deletion, transfer, sharing or misuse of the eSIM; or

• circumstances outside our reasonable control, unless consumer law requires a remedy.

We do not reimburse the cost of alternative SIMs, hotel Wi-Fi, roaming or other replacement connectivity unless that loss was a foreseeable result of our breach and is recoverable under applicable law. You should take reasonable steps to minimise avoidable loss.

9.4 How to request a cancellation or refund

Email support@omaxtelecom.com or use the Tourlink Support Hub. Include the order number, purchasing email address, device model, destination, a description of the issue and any requested diagnostics.

Approved monetary refunds are made to the original payment method. Refunds due following a valid exercise of the statutory cancellation right will be made within the period required by law, normally within 14 days after we are informed. Bank or payment-provider processing times are outside our control.

We may refuse a voluntary refund where there is evidence of fraud, abuse, a false claim, a chargeback already covering the same transaction or a material breach of these Terms. This does not limit rights that cannot lawfully be excluded.

10. Accounts and security

You must provide accurate information and keep it current. You are responsible for reasonable security of your password, email account and devices. Notify us promptly if you suspect unauthorised access.

You are responsible for activity you authorised or caused. You are not responsible for unauthorised activity caused by our breach of security or failure to exercise reasonable care and skill.

We may require verification before disclosing order, account or usage information, replacing an eSIM, processing a refund or changing an account email address.

11. Intellectual property

OMAX and its licensors own the Store, software, documentation, branding and other intellectual property used to provide the Service. We grant you a limited, non-exclusive, non-transferable and revocable right to use them only to purchase, install and use the Service in accordance with these Terms.

No right is granted to copy, scrape, modify, resell, reverse engineer or commercially exploit the Store or Service, except where applicable law does not permit that restriction.

Third-party names and marks remain the property of their owners. Display of a local network name indicates potential coverage only and does not imply endorsement or guarantee that your device will always connect to that network.

12. Third-party services and networks

We use mobile operators, roaming partners, hosting providers, payment processors and other suppliers to provide the Service. We remain responsible for our obligations to you and do not exclude responsibility merely because a supplier performs part of the contract.

Third-party applications, websites and devices are governed by their own terms. We are not responsible for a third-party product or service that is separate from the Tourlink Service, but this does not affect any responsibility we have for selecting and managing our suppliers with reasonable care.

13. Suspension, withdrawal and termination

We may suspend or restrict an account, eSIM or order where reasonably necessary because of:

• suspected fraud, unlawful use or a serious breach of these Terms;

• a security or network threat;

• a payment reversal or unresolved payment failure;

• a legal, regulatory, sanctions or operator requirement; or

• urgent maintenance or an event outside our reasonable control.

We will limit suspension to what is reasonably necessary and, where practicable, notify you and allow you to respond. We may permanently terminate for a serious or repeated breach, fraud or unlawful activity.

If we permanently withdraw a paid plan for reasons not caused by you, we will provide a suitable replacement or refund the unused value where required by law. Termination does not affect rights or liabilities that arose before termination.

You may close your account at any time, but closing an account does not create a refund right for an eSIM already supplied or used.

14. Changes to the Service or these Terms

We may update the Store, catalogue or these Terms for legal, regulatory, security, technical or commercial reasons. Changes apply prospectively and will not reduce the allowance or validity of a plan already purchased unless the change is required by law or is necessary to address an urgent security or network risk.

We will give reasonable notice of a material change that affects an active Service. If a change materially disadvantages you and is not legally required, you may end the affected Service and receive an appropriate refund for any genuinely unused prepaid portion.

The version in force when you order will apply to that order. A translated version is provided for convenience; if there is an inconsistency, the English version prevails, except where mandatory law requires otherwise.

15. Our responsibility to you

We are responsible for loss or damage that is a foreseeable result of our breach of these Terms or our failure to exercise reasonable care and skill. Loss is foreseeable if it was obvious that it would happen or both you and we knew it might happen when the contract was made.

We are not responsible for loss caused by your device, configuration, instructions you did not follow, misuse, a third-party service separate from the Service, or an event outside our reasonable control, except to the extent that we caused or contributed to that loss or applicable law makes us responsible.

Consumer plans are supplied for personal use. If you use one for a business or commercial purpose, we are not responsible for business losses such as loss of profit, revenue, contracts, opportunity or business interruption. Business and reseller use requires separate written terms.

Nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence;

• fraud or fraudulent misrepresentation;

• breach of rights that cannot lawfully be excluded or limited; or

• any other liability that cannot be excluded under applicable law.

Nothing in these Terms limits your rights under the Consumer Rights Act 2015 or other mandatory consumer law.

16. Privacy and cookies

We process personal data as described in the Tourlink Privacy Policy and use cookies and similar technologies as described in the Tourlink Cookie Policy. Those policies do not reduce your rights under these Terms.

17. Customer support, complaints and ADR

Contact support@omaxtelecom.com or use the Support Hub for technical and billing support.

To make a formal complaint, email support@omaxtelecom.com with the subject line Formal Complaint. Include your order number, account email, the issue, relevant dates and the resolution you seek. We will handle eligible UK communications complaints under our Customer Complaints Code.

Where the Ofcom complaints and alternative dispute resolution rules apply, you may refer an unresolved complaint free of charge to the Ofcom-approved ADR scheme to which OMAX belongs after six weeks from the date you first complained, or earlier if we issue a deadlock letter. We will provide the current scheme name and contact details in our Customer Complaints Code and on request.

ADR does not prevent you from exercising any right to bring court proceedings.

18. Governing law and courts

These Terms and any non-contractual dispute are governed by the laws of England and Wales.

If you live in England or Wales, the courts of England and Wales will have jurisdiction. If you live in Scotland or Northern Ireland, you may bring proceedings in your local courts. Mandatory consumer protections that apply to you are not excluded by this clause.

19. General terms

If a court finds part of these Terms unlawful or unenforceable, the remaining parts continue in effect.

If we delay enforcing a right, we may still enforce it later. You may not transfer your contract or eSIM without our written consent. We may transfer our rights and obligations to an affiliate or successor, but only where this does not reduce your rights or guarantees under the contract.

These Terms, the plan information, the order confirmation and policies expressly incorporated into them form the agreement for your purchase. No other person has a right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999, except an OMAX affiliate expressly identified as providing the Service.

20. Contact details

OMAX Group Ltd
Trading as Tourlink / OMAX Telecom
Company number: 16125244
Registered in: England and Wales
Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Customer support: support@omaxtelecom.com
Privacy: dpo@omaxtelecom.com
Legal notices: legal@omaxtelecom.com
Telephone: +44 20 8058 6185