Terms of service

Terms and Conditions of Service

Version 2.0  ·  Last updated: June 2026
get/lost Ltd  ·  Registered in England and Wales  ·  Company number: [CRN]
gogetlost.co  ·  hello@gogetlost.co

1. Introduction and Agreement

These Terms and Conditions ("Terms") govern your use of the get/lost website at gogetlost.co and the purchase of eSIM data products from get/lost Ltd ("get/lost", "we", "us", "our"). By visiting, interacting with, or placing an order with us, you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy.

get/lost Ltd is a company registered in England and Wales. Our registered office address is [registered address]. Our company registration number is [CRN]. We are registered with the Information Commissioner's Office (ICO) as a data controller under registration number [ICO reference].

get/lost is powered by Shopify, which enables us to provide our services to you. However, all sales and purchases are made directly with get/lost. By using our services, you acknowledge that Shopify is not responsible for any aspect of any sales between you and get/lost.

If you do not agree to these Terms, you must not use our services or purchase our products.

2. Definitions

In these Terms, the following definitions apply:

  • eSIM: An embedded SIM profile downloaded to your device via QR code. A digital alternative to a physical SIM card.
  • Bundle: A data allowance for a specific country or region, valid for a defined number of days from first use.
  • QR Code: The scannable code delivered to you by email that activates your eSIM profile on your device.
  • Network Operator: The local mobile network in the destination country on which your eSIM connects.
  • Permanent Roaming: Usage of an eSIM bundle in a single country for 60 or more consecutive days.
  • Profile: The technical configuration of an eSIM, determining which network operators it can connect to.
  • Regional Bundle: An eSIM bundle covering multiple countries under a single plan.
  • Agent: Any software or service that takes autonomous or semi-autonomous action on behalf of, or at the instruction of, any person or entity, that can be executed without direct human supervision.

3. Access and Account

By agreeing to these Terms, you represent that you are at least the age of majority in your country of residence. You may not use our services if you are under 16 years of age.

You are solely responsible for maintaining the security of your account credentials and for all activity under your account. You may not transfer, sell, assign, or licence your account to any other person.

You represent and warrant that all information you provide is correct, current, and complete, and that you have all rights necessary to provide this information.

4. Our Service

4.1 What we provide

get/lost is a travel eSIM reseller. We supply digital data bundles for use in 150+ countries worldwide. We are not a mobile network operator. We act as a reseller of eSIM data bundles provisioned through our network partner, eSIM Go. Any sales and purchases you make are made directly with get/lost.

4.2 Device compatibility

Our eSIM products require a device that is both eSIM-compatible and unlocked from your home carrier. You are responsible for verifying your device's compatibility before purchase. We provide a compatibility checker on our website for guidance, but this is provided as a convenience and does not constitute a guarantee. We accept no liability for failed installations on devices that are not eSIM-compatible or that are locked to a specific carrier.

4.3 Network coverage

get/lost connects to local network operators in each destination country. Coverage quality depends entirely on the infrastructure of those local operators. We cannot guarantee signal strength in any specific location, including remote areas, underground spaces, buildings with poor signal penetration, or mountainous terrain. Coverage for regional bundles may differ from single-country bundles, as different eSIM Profiles are used.

4.4 Product descriptions

We have made every effort to provide an accurate representation of our products and services. All descriptions of products are subject to change at any time without notice at our sole discretion. We reserve the right to discontinue any product at any time. We do not warrant that the quality of any products or services purchased will meet your expectations.

5. Orders, Payment and Delivery

5.1 Placing an order

By completing checkout on gogetlost.co, you are making an offer to purchase the selected eSIM bundle. We reserve the right to refuse or cancel any order at our discretion, including in cases of suspected fraud, system errors, or where we are unable to provision the requested eSIM. Your order is not accepted until we confirm acceptance and process your payment.

5.2 Payment

All prices are shown in GBP (British Pounds Sterling). Prices, discounts, and promotions are subject to change without notice. The price charged will be the price in effect at the time the order is placed and will be set out in your order confirmation email. Payment is processed securely by Stripe. We accept Visa, Mastercard, American Express, Apple Pay, and Google Pay. Your card details are never stored on our servers.

You represent and warrant that: (i) the payment information you provide is true, correct, and complete; (ii) you are duly authorised to use the payment method; and (iii) charges incurred will be honoured by your payment provider.

5.3 Digital delivery

eSIM products are delivered digitally by email. You will receive your QR code to the email address provided at checkout, typically within 60 seconds of payment confirmation. In periods of high demand this may take up to 10 minutes. If you have not received your QR code within 15 minutes, please check your spam folder before contacting support. Delivery is complete when the QR code email is sent to your provided address. It is your responsibility to ensure you have provided a correct, accessible email address.

5.4 Bundle validity

Once purchased, a data bundle remains available to assign to an eSIM for 6 months from the date of purchase. The bundle validity period begins from the moment the first 1 kilobyte of data is used: not from the date of purchase. An eSIM profile is valid for 6 months from assignment, last top-up, or last usage, whichever is the later date.

5.5 Errors and inaccuracies

Occasionally there may be information on our website that contains typographical errors, inaccuracies, or omissions relating to product descriptions, pricing, promotions, or availability. We reserve the right to correct any errors, inaccuracies, or omissions, and to change or update information or cancel orders if any information is inaccurate at any time without prior notice.

6. Acceptable Use

6.1 Permitted use

get/lost eSIM bundles are intended for personal travel data use by individual users. You may use your eSIM for general data usage including browsing, messaging, navigation, social media, video calling, and hotspot sharing (subject to your plan allowance). You represent and warrant that your purchases are for your own personal or household use and not for commercial resale or export.

6.2 Prohibited use

You must not use our services for any of the following:

  • Illegal activity: Any activity that is unlawful in the country of use or your country of residence.
  • Commercial resale: Reselling or sublicensing eSIM access to third parties without our express written permission.
  • Network abuse: Any activity that disrupts, overloads, or interferes with the infrastructure of network operators.
  • Fraudulent use: Providing false information to obtain an eSIM, or using stolen payment methods.
  • Automated traffic: Using the eSIM connection to generate automated, non-human internet traffic at scale.
  • Scraping and extraction: Using any robot, spider, scraping, data gathering and extraction tools, or automated means to access our services.
  • Security circumvention: Interfering with, bypassing, or circumventing the security or authorisation features of our website or services.
  • Impersonation: Impersonating or attempting to impersonate any other person or entity.
  • Malicious code: Uploading or transmitting viruses or any other type of malicious code.

6.3 Permanent Roaming: Important Restriction

IMPORTANT: get/lost eSIM bundles are intended for travel purposes only. Permanent Roaming is strictly prohibited under the terms of our network agreement and these Terms.

Definition: Permanent Roaming is defined as usage of any get/lost eSIM bundle within a single country for 60 or more consecutive days.

Permanent Roaming is not permitted on any get/lost eSIM product. This restriction applies to all bundle types including single-country bundles, regional bundles, and Long Duration Bundles. It is a condition of our agreement with our network partner and is required by the technical infrastructure on which our eSIM products operate.

If you intend to remain in a single country for 60 or more consecutive days and require mobile data, you should purchase a local SIM card from a network operator in that country rather than a travel eSIM from get/lost.

If Permanent Roaming is identified on an eSIM associated with your account: your eSIM may be suspended or terminated without notice or refund; your get/lost account may be suspended; and you may be liable for any costs incurred by get/lost as a result of the breach.

6.4 UAE Regulatory Restriction

REGULATORY NOTICE: The sale of any eSIM: for any country or region: to a customer who is physically located within the United Arab Emirates (UAE) at the time of purchase is prohibited without a local telecommunications licence. This is a requirement of local UAE telecoms regulations and our agreement with the network operator du.

By placing an order with get/lost, you confirm that you are not physically located within the geographical boundary of the United Arab Emirates at the time of purchase. If you are currently in the UAE and require an eSIM for travel, you must obtain one after departing the UAE, or purchase from a locally licensed provider within the UAE.

7. Refunds and Cancellations

7.1 Digital goods and the right to cancel

eSIM bundles are digital goods. Under the Consumer Contracts Regulations 2014, you have the right to cancel a digital purchase within 14 days. However, this right is lost once you have expressly consented to the supply beginning before the cancellation period ends and acknowledged that this right will be lost once supply has begun.

By completing your purchase of a get/lost eSIM, you expressly consent to us beginning supply of the digital product immediately upon payment, and acknowledge that your right to cancel under the Consumer Contracts Regulations 2014 is lost once the QR code has been delivered to you.

7.2 When we will refund you

Notwithstanding the above, we will issue a full refund in the following circumstances:

  • Failed delivery: Your QR code was not delivered within 60 minutes of payment and our support team is unable to resolve the delivery failure.
  • Technical failure: Your eSIM cannot be activated despite following our installation instructions correctly, and our support team is unable to resolve the issue within 24 hours.
  • Compatibility failure: Your device was confirmed as compatible by our compatibility checker but the eSIM cannot be installed due to a technical issue on our end.
  • Duplicate order: You were charged twice for the same order. You must notify us within 1 hour of purchase.
  • Unstarted bundles: Bundles on which zero data has been used may be eligible for a refund to account credit within 60 days of purchase, at our discretion.

7.3 When we will not refund you

We are unable to issue refunds in the following circumstances:

  • Activated bundles: Any bundle on which data usage has begun, regardless of how much data was used.
  • Change of plans: You have changed your travel plans after the QR code was delivered.
  • Incompatible device: Your device was not eSIM-compatible or was locked to a carrier, and you did not use our compatibility checker or ignored its guidance before purchasing.
  • Network coverage: Data coverage in your specific location was not as expected. Coverage quality is determined by local network operators and is outside our control.
  • User error: The eSIM was not installed or activated correctly despite clear installation guidance being provided.
  • Permanent Roaming: Your eSIM was suspended due to Permanent Roaming as described in clause 6.3.

7.4 How to request a refund

To request a refund, contact us at support@gogetlost.co with your order number and a description of the issue. We aim to respond to all refund requests within 4 business hours and to process approved refunds within 5 business days.

8. Feedback and Reviews

If you submit, upload, post, email, or otherwise transmit any ideas, suggestions, feedback, reviews, proposals, or other content (collectively, "Feedback"), you grant us a perpetual, worldwide, sublicensable, royalty-free licence to use, reproduce, modify, publish, distribute, and display such Feedback in any medium for any purpose, including commercial use.

You represent and warrant that: (i) you own or have all necessary rights to all Feedback you submit; (ii) you have disclosed any compensation or incentives received in connection with your Feedback; and (iii) your Feedback will comply with these Terms. We are under no obligation to maintain your Feedback in confidence, pay compensation for it, or respond to it.

We may monitor, edit, or remove Feedback that we determine in our sole discretion to be unlawful, offensive, threatening, defamatory, or otherwise objectionable, or that violates any party's intellectual property or these Terms. You are solely responsible for any Feedback you submit and its accuracy.

9. Relationship with Shopify

NOTE: This section accurately characterises Shopify's relationship with this store and must not be removed or modified.

get/lost is powered by Shopify, which enables us to provide our services to you. However, any sales and purchases you make in our store are made directly with get/lost. By using our services, you acknowledge and agree that Shopify is not responsible for any aspect of any sales between you and get/lost, including any injury, damage, or loss resulting from purchased products and services. You hereby expressly release Shopify and its affiliates from all claims, damages, and liabilities arising from or related to your purchases and transactions with get/lost.

10. Intellectual Property

All content on the get/lost website: including travel guides, text, imagery, the get/lost brand and logo, the be/found guide series, product and service names, designs, and slogans: is the intellectual property of get/lost Ltd or is used with permission, and is protected by UK and international copyright and intellectual property laws.

These Terms permit you to use our services for your personal, non-commercial use only. You must not reproduce, distribute, modify, create derivative works of, publicly display, republish, download, store, or transmit any of the material on our website without our prior written consent.

The get/lost and be/found brand names and logo are trade marks of get/lost Ltd, registered or pending registration with the Intellectual Property Office. You must not use such trade marks without our prior written permission.

11. Third-Party Links and Tools

Our website may contain links to websites provided or operated by third parties. We are not responsible for examining or evaluating the content or accuracy of any third-party materials or websites, and are not liable for any harm or damages related to your access of any third-party websites.

You may be provided with access to tools offered by third parties as part of our services, which we neither monitor nor have any control over. We provide access to such tools on an 'as is' and 'as available' basis without any warranties. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.

12. AI Agents and Automated Access

This section applies if you use, allow, enable, or cause the deployment of an Agent to access, use, or interact with any of our services.

12.1 Restrictions on Agent access

No Agent may access, use, or interact with our services unless, at all times, it identifies itself and operates in strict accordance with the requirements in clause 12.2. No Agent may access, use, or interact with our services if we have requested that the Agent refrain from doing so. We may limit, including by technical measures, whether and how any Agent accesses, uses, and interacts with our services.

12.2 Agent requirements

Agents must at all times:

  1. In all HTTP/HTTPS requests, identify that the request is from an Agent and disclose the name of the Agent by including the following in the request's user agent string: "Agent/[agent name]"
  2. Not conceal or obfuscate that any access, use, or interactions are from an Agent, such as by mimicking human behaviour and interaction patterns, or completing or circumventing CAPTCHAs or measures intended to distinguish computer use from humans
  3. Respond truthfully to any question or prompt seeking to determine if interactions are coming from a human or a computer
  4. Not circumvent or otherwise avoid any measure intended to block, limit, modify, or control whether and how Agents access, use, or interact with our services

13. Privacy and Data

We collect and process personal data in accordance with our Privacy Policy, which is available at gogetlost.co/privacy. By using our service, you agree to the collection and use of your personal data as described in that policy.

We are registered with the Information Commissioner's Office (ICO) as a data controller under the UK GDPR and Data Protection Act 2018. Our ICO registration number is [ICO reference].

We use Shopify to process orders and Stripe to process payments. Both services have their own privacy policies which apply to data processed on their platforms. Information you submit may be transmitted to and shared with Shopify as well as third parties that may be located in other countries.

14. Disclaimer of Warranties

The information presented on our website is made available solely for general information purposes. We do not warrant the accuracy, completeness, or usefulness of this information. Any reliance you place on such information is strictly at your own risk.

EXCEPT AS EXPRESSLY STATED BY GET/LOST, OUR SERVICES AND ALL PRODUCTS OFFERED THROUGH OUR SERVICES ARE PROVIDED ON AN 'AS IS' AND 'AS AVAILABLE' BASIS, WITHOUT ANY REPRESENTATION, WARRANTIES, OR CONDITIONS OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING ALL IMPLIED WARRANTIES OR CONDITIONS OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, DURABILITY, TITLE, AND NON-INFRINGEMENT. WE DO NOT GUARANTEE THAT YOUR USE OF OUR SERVICES WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE. SOME JURISDICTIONS LIMIT OR DO NOT ALLOW THE DISCLAIMER OF IMPLIED OR OTHER WARRANTIES, SO THE ABOVE DISCLAIMER MAY NOT APPLY TO YOU IN FULL.

15. Limitation of Liability

To the maximum extent permitted by law:

  • Our liability is limited: get/lost's total liability to you in connection with any purchase shall not exceed the amount you paid for the relevant order.
  • No consequential loss: We are not liable for any indirect, consequential, special, or incidental loss including loss of profits, loss of revenue, loss of data, or loss of business opportunity, even if we were advised of the possibility of such loss.
  • Network issues: We are not liable for loss or damage caused by network outages, poor signal, or service interruptions by local network operators, which are outside our control.
  • Device issues: We are not liable for any damage to your device arising from the installation or use of an eSIM profile.
  • Force majeure: We are not liable for any failure to perform our obligations where such failure results from circumstances beyond our reasonable control.

TO THE FULLEST EXTENT PROVIDED BY LAW, IN NO CASE SHALL GET/LOST, OUR PARTNERS, DIRECTORS, OFFICERS, EMPLOYEES, AFFILIATES, AGENTS, CONTRACTORS, SERVICE PROVIDERS, OR LICENSORS BE LIABLE FOR ANY INJURY, LOSS, CLAIM, OR ANY DIRECT, INDIRECT, INCIDENTAL, PUNITIVE, SPECIAL, OR CONSEQUENTIAL DAMAGES OF ANY KIND, INCLUDING WITHOUT LIMITATION LOST PROFITS, LOST REVENUE, LOST SAVINGS, LOSS OF DATA, OR REPLACEMENT COSTS, WHETHER BASED IN CONTRACT, TORT, STRICT LIABILITY, OR OTHERWISE.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.

16. Indemnification

You agree to indemnify, defend, and hold harmless get/lost, Shopify, and our affiliates, partners, officers, directors, employees, agents, contractors, licensors, and service providers from any losses, damages, liabilities, or claims, including reasonable legal fees, payable to any third party due to or arising out of:

  1. your breach of these Terms of Service or the documents they incorporate by reference
  2. your violation of any law or the rights of a third party
  3. your access to and use of our services
  4. any Feedback or content you submit to our services

We will notify you of any indemnifiable claim, provided that a failure to promptly notify will not relieve you of your obligations unless you are materially prejudiced. We may control the defence and settlement of such claim at your expense, including choice of counsel, but will not settle any claim requiring non-monetary obligations from you without your consent (not to be unreasonably withheld). You will cooperate in the defence of indemnified claims, including by providing relevant documents.

17. Termination

We may terminate this agreement or your access to our services (or any part thereof) in our sole discretion at any time without notice, and you will remain liable for all amounts due up to and including the date of termination.

The following sections will continue to apply following any termination: Intellectual Property, Feedback and Reviews, Termination, Disclaimer of Warranties, Limitation of Liability, Indemnification, Severability, Governing Law, Privacy and Data, and any other provisions that by their nature should survive termination.

18. General Provisions

18.1 Governing law

These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes) shall be governed by and construed in accordance with the law of England and Wales. You and get/lost consent to the exclusive jurisdiction of the courts of England and Wales. As a UK consumer, you also have the right to refer disputes to the Online Dispute Resolution platform at ec.europa.eu/odr.

18.2 Severability

If any provision of these Terms is determined to be unlawful, void, or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed severed from these Terms. Such determination shall not affect the validity and enforceability of any other remaining provisions.

18.3 Waiver and entire agreement

The failure of us to exercise or enforce any right or provision of these Terms shall not constitute a waiver of such right or provision. These Terms, together with our Privacy Policy and Refund Policy, constitute the entire agreement between you and us and govern your use of our services, superseding any prior agreements, communications, and proposals between you and us.

18.4 Assignment

You may not delegate, transfer, or assign this agreement or any of your rights or obligations under these Terms without our prior written consent, and any such attempt will be null and void. We may transfer, assign, or delegate these Terms and our rights and obligations without consent or notice to you.

18.5 Changes to these Terms

We reserve the right to update, change, or replace any part of these Terms at any time by posting updates to our website. We will notify you of any material changes by email where reasonably practicable. Your continued use of our services following the posting of any changes constitutes acceptance of those changes. The version of these Terms in force at the time of your purchase governs that purchase.

19. Contact Us

If you have any questions about these Terms, please contact us:

  • Customer support: support@gogetlost.co
  • General enquiries: hello@gogetlost.co
  • Hostel and affiliate partners: partners@gogetlost.co
  • Website: gogetlost.co
  • Registered address: [Registered office address]
  • Company number: [CRN]: registered in England and Wales
  • ICO registration: [ICO reference number]
  • VAT number: [VAT number: when applicable]

get/lost Ltd  ·  go wander · stay connected  ·  Version 2.0  ·  June 2026