E-sim Consumer Duty Notice

eSIMs give you mobile data while you travel, and you can buy one right here in the Sends app. Here’s how it works behind the scenes, so you know who to go to if you need anything.

Despite the similar name, eSIMs are not provided by Sends. They are provided by a separate company called ODESSYS TECH LTD, which trades as eSENDS. Sends and eSENDS are separate companies.

What Sends (Smartflow Payments Limited) does. Sends provides your account and processes the payment. Sends is an electronic money institution authorised by the Financial Conduct Authority. That authorisation covers your account and your payments, and nothing else.

What eSENDS (ODESSYS TECH LTD) does. eSENDS sells and provides the eSIM, which gives you mobile data abroad. eSENDS is responsible for whether the eSIM works, the coverage you get, the data you receive and any support you need with it. Buying an eSIM is a contract between you and eSENDS, not with Sends.

Sends does not provide mobile or connectivity services and does not stand behind the eSIM. If the eSIM does not work, contact eSENDS. Refunds and cancellations for the eSIM are handled by eSENDS under its own terms, and you should read them before you buy.

Your money for the eSIM is a payment to eSENDS. Once it is paid, it is no longer held in your Sends account and it is not safeguarded by Sends. The money you keep in your Sends account is safeguarded in the usual way, and that doesn’t change.

If something goes wrong with the eSIM, eSENDS will sort it out. Anything to do with your Sends account or a payment is ours, and you can always bring it to us. Because eSIMs aren’t a financial service, complaints about them don’t go to the Financial Ombudsman Service, though your account and payments still do.

Some of your details, such as your name and contact details, will be shared with eSENDS so it can set up your eSIM. eSENDS uses that information under its own privacy notice.

Before you continue, please read the eSENDS terms and privacy notice. You will be asked to accept them separately. Accepting them is a separate step from your Sends account agreement, and it does not change your Sends terms.