Australian Consumer Law Statement

Effective date: 27 January 2026

This page summarises your rights under the Australian Consumer Law ("ACL") when you buy eSIM data plans from JusteSIMs (ABN 28 764 919 720) at justesims.com. Where there is any inconsistency between this summary and the ACL, the ACL prevails.

1. When you have ACL rights

You are a "consumer" under the ACL if you buy services for personal, domestic, or household use; if you buy services for less than AUD $100,000; or if you buy services of a kind ordinarily acquired for personal, domestic, or household use. Most travel eSIM purchases qualify.

2. The consumer guarantees

When you buy services from us as a consumer, the following guarantees apply automatically and cannot be excluded:

• Due care and skill — services supplied with due care and skill;
• Fit for purpose — reasonably fit for any purpose you made known to us;
• Reasonable time for supply — supplied within a reasonable time.

For the eSIMs themselves (treated as goods) you also receive guarantees of acceptable quality, matching description, and matching any sample or demonstration.

3. Mandatory consumer-rights notice

As required by section 102(1) of the ACL:

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

4. What is a "major failure"

A failure is major if, for example, a reasonable consumer wouldn't have bought the plan if they had known about the problem; the plan is significantly different from its description; the plan can't do what we said and can't easily be fixed; or the plan is unsafe. For a major failure you can choose between a refund or (where relevant) a re-supply. For a minor failure, we may repair, re-supply, or refund within a reasonable time.

5. How to make a claim

Email support@justesims.com with your order number, the issue, and any supporting evidence (screenshots, error messages). We respond within 2 business days and aim to resolve within 5–10 business days. You do not need to return a digital eSIM.

6. Escalation

If you're not satisfied with our response, you can contact:

• Your state or territory consumer-affairs agency (NSW Fair Trading, Consumer Affairs Victoria, QLD Office of Fair Trading, WA Consumer Protection, SA Consumer and Business Services, TAS Consumer Building and Occupational Services, ACT Access Canberra, NT Consumer Affairs);
• The Australian Competition and Consumer Commission — accc.gov.au;
• The Telecommunications Industry Ombudsman — tio.com.au — for unresolved telecoms complaints.

You also retain the right to seek a remedy in court.

7. Non-Australian consumers

We sell worldwide. Mandatory consumer-protection law in your country of residence may give you additional rights. Those apply in addition to the ACL where they cannot be excluded by contract. See our Terms of Service and Refund Policy.

8. Contact

JusteSIMs — Support
3 Churchill Dr, Moonbi NSW 2353, Australia
ABN 28 764 919 720
Email: support@justesims.com