Pionex E-SIM Terms of Service & Privacy Policy

Effective Date: 2026/06/01
​

For instructions on how to install, activate, and use an eSIM, please refer to Pionex eSIM Service Guide
​

IMPORTANT NOTICE

Before purchasing or using the Pionex eSIM Services (the ‘Services’), you (the ‘User’ or ‘You’) are required to read and fully understand these Terms of Service & Privacy Policy (the ‘Agreement’). Please pay particular attention to the clauses regarding LIMITATION OF LIABILITY, REFUND POLICY, FAIR USE FOR ROAMING, PROCESSING OF PERSONAL DATA, and GOVERNING LAW AND JURISDICTION. If you do not agree with any part of this Agreement, please do not purchase or use the Services.

By clicking ‘I have read and agree’, ticking the consent checkbox, or completing the purchase or activation of any eSIM plan within the Pionex application, you acknowledge that you have read, understood, and accepted this Agreement in full, and a legally binding contract is formed between you and the service provider (‘Pionex’ or ‘we’).
​

IMPORTANT: THE eSIM SERVICES ARE PRE-PAID DIGITAL CONTENT DELIVERED ON-DEMAND AND REMOTELY ACTIVATED. ONCE PURCHASED AND DELIVERED (INCLUDING THE GENERATION OR DOWNLOAD OF A QR CODE, ACTIVATION CODE, OR PROFILE), THE eSIM SHALL BE DEEMED DELIVERED AND CONSUMED, AND ALL FEES PAID ARE NON-REFUNDABLE AS A MATTER OF RULE.
​

PART I — TERMS OF SERVICE
​

1. DEFINITIONS

1.1 ‘eSIM’ means an embedded SIM electronically downloaded to a compatible device, providing a remotely-provisioned mobile subscriber identification profile distributed by Pionex from eSIM platform and delivered by Underlying Operators.

1.2 ‘Plan’ means the specific package of data allowance, voice minutes, SMS volume, country/region coverage, and validity period purchased through the Pionex Application.

1.3 ‘Compatible Device’ means a device certified by its manufacturer to support eSIM functionality and not network-locked to any operator.

1.4 ‘Activation’ means the moment when the eSIM profile is successfully downloaded, installed on your device, and registered to the network for the first time.

1.5 ‘Pionex Application’ means the mobile application and associated web portal operated and published by Pionex, through which you may purchase, activate, and manage your eSIM.

1.6 ‘Reseller’ means Pionex, which distributes eSIM Plans to users through the eSIM platform API on the Pionex trading platform. ‘Underlying Operators’ means the licensed telecommunications operators aggregated by eSIM platform on its platform. Pionex does not own or operate any telecommunications network infrastructure, does not hold any telecommunications service licence, and has no direct contractual relationship with any Underlying Operator.
​

2. GENERAL AND PIONEX OPERATOR

2.1 The Services are provided by the Pionex Operator (as defined in the Pionex Terms of Service; currently Marketa Trading Inc., ‘Pionex’ or ‘we’), acting as a distributor through the eSIM platform API, distributing eSIM Plans on the Pionex trading platform. Pionex does not hold a telecommunications licence and does not operate any telecommunications network. Underlying Operators bear independent responsibility for network connectivity, service quality, and regulatory compliance; eSIM platform bears independent responsibility for its platform API services. Neither Pionex Pte. Ltd. nor Pionex Inc. is the Pionex Operator. This Agreement is a supplement to the Pionex Terms of Service, entered into specifically in respect of the Pionex eSIM Services; in the event of any conflict between this Agreement and the Pionex Terms of Service in respect of the eSIM Services, this Agreement shall prevail.

2.2 The Services are offered to global travellers and cross-border users and may include: (a) mobile data; (b) voice calls (outbound and inbound); (c) SMS; and (d) multi-country/global roaming. The exact combination of capabilities included in each Plan is as displayed on the purchase page.

2.3 You acknowledge that eSIM Services depend on the availability, coverage, signal propagation, and regulatory conditions of local operators, and that service variations are inherent and unavoidable.

2.4 Pionex, acting solely as a distributor through the eSIM platform API, is responsible only for presenting, selling, and facilitating the purchase and activation of eSIM Plans on the Pionex trading platform. Pionex makes no representation, warranty, or commitment regarding the network infrastructure, coverage, call quality, data speeds, service availability, or regulatory compliance status of any Underlying Operator, and accepts no liability in respect of the foregoing.
​

3. ELIGIBILITY, DEVICE COMPATIBILITY AND ACTIVATION

3.1 Prior to purchase, you must verify that your device: (a) physically supports eSIM; (b) is not network-locked; and (c) runs an OS version that supports eSIM. Pionex publishes a compatibility reference on the purchase page, but final responsibility for device compatibility verification rests with you.

3.2 The eSIM profile is delivered via the Pionex Application by QR code or one-tap installation. Activation typically completes within minutes, though it may be delayed under certain network conditions. Once activated, the eSIM shall be deemed delivered and consumed.

3.3 You acknowledge that once downloaded and activated, an eSIM profile cannot be recalled or transferred to another person; deletion of the eSIM does not restore any remaining balance or entitle you to any refund.
​

4. FEES, PLANS AND VALIDITY (NON-REFUNDABLE)

4.1 The Services are sold on a pre-paid basis. Pionex will enable the eSIM Plan only after you have completed the full payment. All prices are displayed on the purchase page in U.S. Dollars and are settled by deducting the equivalent amount in USDT (Tether) from your Pionex account balance.

4.2 Data is decremented per consumption and rounded up to the nearest kilobyte (KB). Outbound voice calls are rounded up to the nearest minute. SMS is charged per message.

4.3 The validity period of a Plan starts from the moment of Activation (or from purchase, as expressly stated on the purchase page). Upon expiration, any unused allowance lapses immediately, no refund is payable, and you must purchase a new Plan to continue using the Services.

4.4 If you have expressly opted in to auto-renewal on the purchase page, the Plan will automatically renew upon depletion or expiry, for a maximum of 90 days or four (4) renewals (whichever occurs first). You may cancel auto-renewal at any time within the Pionex Application.

4.5 Whether Plan prices are inclusive or exclusive of applicable taxes will be displayed at checkout. Any taxes additionally imposed by the jurisdiction of your billing address shall be borne by you.
​

5. PURCHASE VIA THE PIONEX APPLICATION

5.1 The Services are offered exclusively through the Pionex Application (including its web portal) via In-App Purchase. You must use a Pionex account and a payment method lawfully held in your own name.

5.2 You may not: (a) resell, gift, lend, or otherwise distribute the Services for any commercial purpose, including transferring any eSIM profile, activation code, or QR code to any third party; or (b) purchase via any vulnerability, script, false account, or fraudulent means.

5.3 Upon successful payment, Pionex will place the order via the eSIM platform API and deliver the eSIM activation code or profile to you in-app. Plan fees are deducted in USDT from your Pionex account balance; the USDT/USD exchange rate applicable at the time of deduction shall prevail, and exchange rate fluctuation risk shall be borne by you.
​

6. RESTRICTED ACTIVITIES AND USER OBLIGATIONS

6.1 You undertake that: (a) you will use the Services solely for personal lawful communication purposes; (b) you will not engage in fraudulent, harassing, abusive, obscene, threatening, violence-inciting, or unlawful activities; (c) you will not send spam, bulk marketing SMS, or operate auto-dialers; (d) you will not use the Services to run modem pools, SIM boxes, automated outbound calling, number farming, or any bulk-traffic business; and (e) you will not upload or distribute content that infringes third-party intellectual property rights.

6.2 You shall keep your Pionex account, device, and eSIM secure. In case of loss, theft, or suspicious use, you must immediately suspend the eSIM via the Pionex Application and notify customer support. All usage and charges incurred before such notice shall be borne by you.

6.3 You shall comply with all laws of your home country and any country in which you use the Services, including telecommunications, export control, anti-terrorism, and AML laws. Use of VoIP, encrypted communications, or roaming may be additionally restricted in certain countries; you are responsible for verifying and complying.

7. ROAMING AND FAIR USE

7.1 The Services are designed for travel and short-term cross-border use, not for semi-permanent or permanent in-country use. If you use the Services in any single country/region continuously or cumulatively for more than 90 days, we may immediately suspend or terminate the network service for that eSIM.

7.2 For Plans labelled unlimited or with large allowances, operators may apply rate throttling, restrict hotspot sharing, or adjust quality of service after reaching reasonable fair-use thresholds. Thresholds will be disclosed on the purchase page.

7.3 Roaming may involve different qualities of service, network technologies, or regulatory requirements; certain countries may restrict or prohibit some or all functions. Pionex makes no warranty as to network availability at any particular location or time.

8. NON-REFUNDABLE FEES AND REFUND POLICY

8.1 THE eSIM SERVICES ARE PRE-PAID DIGITAL CONTENT DELIVERED ON-DEMAND AND REMOTELY ACTIVATED. ONCE PURCHASED AND DELIVERED (INCLUDING THE GENERATION OR DOWNLOAD OF A QR CODE, ACTIVATION CODE, OR PROFILE), THE eSIM SHALL BE DEEMED DELIVERED AND CONSUMED, AND ALL FEES PAID ARE NON-REFUNDABLE AS A MATTER OF RULE.

8.2 If mandatory consumer-protection laws applicable to your jurisdiction grant you a cooling-off period or right of withdrawal for digital content purchases, and the eSIM has not yet been activated, you may contact customer support within the applicable period to request cancellation and receive a proportional refund. You expressly consent to immediate commencement of the Services, and acknowledge that activation of the eSIM extinguishes any such right.

8.3 By exception and at Pionex’s reasonable discretion, an equivalent re-issue or partial refund may be granted where: (a) the eSIM profile cannot be downloaded or activated due to a fault attributable to Pionex and remains unresolved within 10 business days of your ticket; (b) Pionex withdraws or discontinues the purchased Plan, making it entirely unusable; or (c) a mandatory consumer-protection law applicable to you provides otherwise. Submit such requests via in-app customer support within 30 days of the event, with supporting evidence.

8.4 No refund will be provided where: (a) your device is incompatible, network-locked, or its OS does not support eSIM; (b) you selected the wrong country/Plan; (c) the eSIM has been activated but you did not use it or only partially used it; (d) you have been suspended or terminated for breach of this Agreement or the AUP; (e) unavailability is caused by Underlying Operator issues, eSIM platform failures, regulatory changes, or force majeure; or (f) loss is caused by removing the eSIM, factory-resetting, re-flashing, or changing the device.

8.5 Approved refunds will be returned via the original payment channel (i.e., credited to your Pionex account USDT balance) and may take up to 30 business days. By mutual agreement, refunds may also be settled by Pionex Application credits, vouchers, or equivalent Plan re-issuance.

9. SUSPENSION AND TERMINATION

9.1 Pionex may, without prior notice and without obligation to refund any sums paid, immediately suspend or terminate the Services where: (a) you breach this Agreement or the AUP; (b) we reasonably suspect fraud, abuse, money-laundering, or other unlawful activity; (c) we are required by a competent authority or court; (d) it is necessary to protect network security, other users, or our network partners; or (e) you fail to provide required identity verification or compliance information.

9.2 Pionex may discontinue the sale of any Plan due to commercial considerations or changes in its arrangements with eSIM platform or Underlying Operators. Any remaining available portion will be addressed with you on a fair and reasonable basis.

10. INTELLECTUAL PROPERTY

10.1 All intellectual property in the Pionex Application, brand, trademarks, copy, interface, technology, profiles, and related materials are owned by Pionex and its licensors. We grant you only a limited, revocable, non-transferable, non-sublicensable right to use the Services for personal, non-commercial purposes.

11. DISCLAIMER OF WARRANTY AND LIMITATION OF LIABILITY

11.1 THE SERVICES ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, PIONEX SHALL HAVE NO LIABILITY FOR ANY INDIRECT, INCIDENTAL, SPECIAL, PUNITIVE, OR CONSEQUENTIAL DAMAGES ARISING OUT OF OR IN CONNECTION WITH THE SERVICES OR THIS AGREEMENT.

11.2 The total aggregate liability of Pionex under this Agreement, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the amount actually paid by you to Pionex for the Services in the twelve (12) months preceding the event giving rise to the claim.

11.3 Nothing in this clause limits or excludes liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; or (c) any liability that cannot be limited or excluded under applicable law.

11.4 Pionex shall not be liable for: (a) service unavailability caused by Underlying Operator failures, congestion, maintenance, government-imposed shutdowns, or eSIM platform failures; (b) issues with your device, OS, network settings, or third-party applications; or (c) force majeure events, including natural disasters, war, riots, strikes, pandemics, governmental orders, cyber-attacks, or failures of critical suppliers.

11.5 Given that Pionex acts solely as a distributor, the following additional disclaimers apply: (a) Underlying Operator liability — any claims relating to network connectivity quality, coverage, service availability, or data transmission integrity shall be directed to the relevant Underlying Operator (through eSIM platform’s customer service channels), and Pionex bears no direct liability therefor; (b) Regulatory compliance — the telecommunications licensing status and regulatory compliance obligations of Underlying Operators, the operating qualifications and regulatory compliance obligations of eSIM platform, and any regulatory penalties arising from their non-compliance, have no connection with Pionex; and (c) Operator or eSIM platform-initiated changes — where an Underlying Operator or eSIM platform unilaterally changes its network policies, Plan contents, technical specifications, or discontinues providing a service, resulting in your inability to enjoy a purchased Plan, Pionex’s liability shall be limited to a refund of the pro-rated purchase price for the unused portion of the Plan (credited to your Pionex account USDT balance), and no other compensation shall be payable.

12. AMENDMENT AND NOTICES

12.1 Pionex may update this Agreement from time to time in response to changes in law, business, or its arrangements with eSIM platform or Underlying Operators. Material changes will be notified at least thirty (30) days in advance via the Pionex Application, email, or website notice. Continued use after the effective date shall constitute acceptance.

12.2 Notices from us may be delivered by email, in-app messages, SMS, or push notifications; notices from you shall be delivered through in-app customer support or via the official email address as published.

13. DISPUTE RESOLUTION AND APPLICABLE LAW

13.1 Dispute resolution and the applicable law for this Agreement shall in principle be governed by the corresponding provisions of the Pionex Terms of Service. In the event of any conflict between the dispute resolution provisions of the Pionex Terms of Service and the specific provisions of this Agreement in respect of the eSIM Services, this Agreement shall prevail.

PART II — PRIVACY POLICY

14. INTRODUCTION

14.1 This Privacy Policy (forming part of this Agreement) describes how Pionex collects, uses, shares, transfers, and protects your personal data when providing the eSIM Services. We comply with applicable data-protection laws in the jurisdictions in which we operate.

15. DATA CONTROLLER

15.1 The data controller is the specific Pionex contracting entity identified on the purchase page. For questions about this Policy or your personal data, contact our Data Protection Officer (DPO) at service@pionex.com or via the channels in Clause 25.

16. CATEGORIES OF PERSONAL DATA WE PROCESS

16.1 (a) Account & identity data: name, Pionex user ID, email, phone, login credentials, identity documents for KYC/compliance (when necessary); (b) Purchase & billing data: billing address, USDT payment records, transaction amount, order ID; (c) Device & technical data: device model, OS, IMEI/EID, IMSI, ICCID, IP address, network operator, language, time zone; (d) Service-usage data: Plan-usage progress, data/voice/SMS consumption, connection duration, roaming country, country-level location (no continuous precise location); (e) Customer-care data: ticket content, chat logs, emails.

17. PURPOSES AND LEGAL BASES

17.1 Performance of a contract: opening your account, placing orders and provisioning eSIM via the eSIM platform API, delivering Plans, charging usage, customer support, handling refund requests.

17.2 Compliance with a legal obligation: identity verification, AML, counter-terrorism financing, tax and accounting, and lawful disclosure to authorities.

17.3 Legitimate interests: network and account security, fraud prevention, product improvement, and internal analytics.

17.4 Consent: optional marketing, non-essential cookies, push notifications. You may withdraw consent at any time.

18. DATA SHARING WITH THIRD PARTIES

18.1 We share personal data only as necessary and on lawful bases with: (a) Pionex affiliates; (b) eSIM platform (order data only, including Plan type, activation codes, and order status; your personal identity information is not transmitted to eSIM platform); (c) payment service providers and anti-fraud providers; (d) cloud, storage, and IT service providers; (e) legal advisors and auditors; and (f) law enforcement or regulators where required by law.

18.2 eSIM platform receives only order data required for Plan fulfilment (Plan type, activation codes, order ID, etc.) and does not receive your name, email, identity information, payment information, or browsing activity. Underlying Operators receive technical network data (such as IMSI/MSISDN/IP) required for connectivity through the eSIM platform network and cannot directly access your Pionex account information. We require eSIM platforms and other data processors to comply with applicable data-protection laws and to execute data-processing agreements compliant with applicable data-protection laws.

19. INTERNATIONAL DATA TRANSFERS

19.1 To deliver global eSIM Services, your personal data may be transferred to other countries. Where required, we rely on applicable cross-border data transfer mechanisms and supplementary technical and organisational measures to ensure an adequate level of protection.

19.2 You may request further information regarding our cross-border transfer arrangements from us.

20. DATA RETENTION

20.1 We retain personal data only for as long as necessary. In general: (a) account data: up to 7.5 years after closure; (b) transaction and billing data: typically 5-10 years under tax and accounting rules; (c) customer-service records: 6 months (extendable to 2 years for compliance); (d) cookie data: per Cookies Policy.

21. DATA SUBJECT RIGHTS

21.1 Subject to applicable law, you have rights of access, rectification, erasure, restriction of processing, data portability, objection, withdrawal of consent, and the right not to be subject to solely automated decision-making.

21.2 Depending on the applicable laws of your jurisdiction, you may have additional data rights, including the right to lodge a complaint with a local supervisory authority. To exercise any such rights, please contact us via the channels set out in Clause 21.3.

21.3 Submit rights requests via privacy@pionex.com or the in-app ‘Account → Privacy’ section. We will respond within one month of receiving a complete request (extendable by a further two months where necessary, with notice).

22. COOKIES AND SIMILAR TECHNOLOGIES

22.1 The Pionex Application and website use strictly necessary, performance, functional, and (with your consent) marketing and third-party analytics cookies. See our Privacy Policy for details. You may manage preferences via the consent banner on first visit or through the settings entry at any time.

23. DATA SECURITY

23.1 We apply technical and organisational measures proportionate to data sensitivity, including transport-layer encryption (HTTPS/TLS, SFTP, SSH), at-rest encryption, least-privilege access, access auditing, key separation, network segmentation, intrusion detection, internal data-protection training, and vendor security assessments.

23.2 Despite our efforts, no internet transmission or electronic storage can be absolutely secure. In the event of a personal-data breach, we will notify the competent authority within the timeframe required by applicable law, and notify you where required.

24. CHILDREN’S PRIVACY

24.1 Pionex eSIM Services are not directed to persons under 18. We do not knowingly collect personal data from minors. If you become aware that a minor has provided personal data without parental consent, please notify us; we will promptly delete the data and terminate the relevant account.

25. CONTACT US

25.1 Data-protection and privacy matters: privacy@pionex.com. Customer support: via the in-app ‘Help Centre’ or the customer-service entry on the official website. The latest contact information and legal-disclosure documents are continuously published in the Pionex Application and on the official website.

PART III — USER ACKNOWLEDGEMENT

By clicking the ‘I have read and agree’ button below, ticking the consent checkbox, or completing the purchase or activation of any eSIM Plan, you confirm that:

METHOD OF RECORD AND ACKNOWLEDGEMENT

A.1 Acknowledgement of this Agreement is completed electronically. When you purchase, activate, or use the eSIM Services through your registered account on the Pionex website or application, Pionex will automatically record and archive the following acknowledgement details based on the identity and contact information you have provided during KYC and account registration. Such records shall constitute valid evidence of the formation and effectiveness of this Agreement.

A.2 You understand and agree that: (a) Pionex completes the acknowledgement and record-keeping of this Agreement on your behalf, and you are not required to provide any separate paper signature; (b) the foregoing electronic records together with Pionex system logs shall constitute sufficient evidence of your acceptance; and (c) you may review the acknowledgement and consent records relating to you at any time via the ‘Account → Order History’ or ‘Account → Privacy’ sections of the Pionex Application.

A.3 You shall ensure that your Pionex account registration information remains true, accurate, and complete. If your identity, contact details, or address change, you shall promptly update them on the Pionex platform. Any adverse consequences arising from inaccurate or outdated registration information shall be borne solely by you.