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Terms & Conditions

Welcome to eSIMTravel.id.

Please read before booking: Product-specific requirements, inclusions, cancellation conditions, and service instructions form part of these Terms.

These Terms & Conditions govern your access to esimtravel.id and your purchase or use of our products and services.

eSIMTravel.id is operated by:

PT Putra Putri Sejahtera Bersama

By accessing our website, creating an account, submitting a booking, or completing a purchase, you confirm that you have read, understood, and agreed to:

  • These Terms & Conditions;
  • Our Privacy Policy;
  • Our Refund, Cancellation & Rescheduling Policy; and
  • Any product-specific terms displayed on the product page, checkout page, voucher, or booking confirmation.

If you do not agree, you should not purchase or use our products or services.

1. About eSIMTravel.id

eSIMTravel.id is a travel connectivity and services platform operated by PT Putra Putri Sejahtera Bersama.

Our products and services may include:

  • International eSIM products;
  • Bali SIM cards and eSIMs;
  • Airport collection and activation assistance;
  • Tours and activities;
  • Car rentals;
  • Motorbike rentals;
  • Vehicles with drivers;
  • Airport transfers; and
  • Other travel-related products and services.

International eSIM products may be managed directly by us using products supplied by connectivity providers.

Certain Bali services are fulfilled in collaboration with trusted local connectivity, airport, tour, transportation, and vehicle rental partners.

eSIMTravel.id remains responsible for its own obligations as the seller, booking platform, and payment recipient, subject to these Terms and applicable law. Our service partners remain responsible for the operational fulfilment of the services assigned to them.

2. Eligibility

You must have the legal capacity to enter into a binding agreement to make a booking.

If you make a booking on behalf of another person, you confirm that:

  • You are authorised to act on their behalf;
  • You have provided them with the applicable terms;
  • The information submitted is accurate; and
  • You are authorised to provide their personal data.

Self-drive car and motorbike rental customers must be at least 21 years old and hold a valid driving licence appropriate for the rented vehicle and recognised for use in Indonesia.

Additional age, health, identity, or participation requirements may apply to specific products.

3. Customer Information

You agree to provide complete, accurate, and current information, including:

  • Full name;
  • Email address;
  • Telephone or WhatsApp number;
  • Travel date;
  • Activation date;
  • Flight details;
  • Passport information;
  • Device information;
  • Driving licence information; and
  • Other details required for the selected product.

You are responsible for checking your information before submitting an order.

We are not responsible for delays or failed fulfilment caused by incorrect or incomplete information provided by you. We will make reasonable efforts to assist with corrections, but changes may not always be possible after a product has been issued or confirmed.

4. Product Information and Availability

We aim to present accurate descriptions, prices, inclusions, validity periods, schedules, photographs, and availability.

However:

  • Product photographs may be illustrative;
  • Vehicle models may be substituted with a comparable option;
  • Network coverage and speed may vary;
  • Tour routes may change due to operational conditions;
  • Availability may change before payment is confirmed; and
  • Minor errors may occasionally occur.

If a material error affects your order, we may contact you to offer:

  • A correction;
  • A suitable alternative;
  • Rescheduling; or
  • A refund of the affected amount.

We may correct obvious typographical, pricing, or technical errors before confirming a booking.

5. Prices and Payment

Prices are displayed in the currency shown on the website.

Unless expressly stated otherwise:

  • Prices include applicable taxes and service charges;
  • Full payment is required before an order or booking can be confirmed;
  • Optional expenses and excluded costs are paid separately; and
  • A submitted order is not confirmed until payment has been received and verified.

At present, payments are accepted through bank transfer. Additional payment methods may be introduced in the future.

If a third-party payment provider is used:

  • The provider’s terms may also apply;
  • Payment gateway, transaction, banking, and currency conversion charges may apply; and
  • Payment processing fees may be non-refundable.

We may decline or cancel an order if payment cannot be verified, appears fraudulent, or is not received within the specified period.

6. Booking Confirmation

A booking is confirmed only when eSIMTravel.id issues an order confirmation, voucher, QR Code, or other confirmation notice.

An automated acknowledgement that we received an order does not necessarily mean that operational fulfilment has been confirmed.

You must review the confirmation immediately and contact us if any information is incorrect.

Different products in one order may be fulfilled separately and may have different confirmation times or service providers.

7. International eSIM Products

7.1 Device Compatibility

Before purchasing, you must ensure that your device:

  • Supports eSIM technology;
  • Is carrier-unlocked;
  • Can use the relevant network frequencies; and
  • Meets any product-specific requirements.

Device incompatibility, carrier locking, or regional device restrictions do not qualify for a refund after the applicable refund deadline.

7.2 QR Code Delivery

International eSIM QR Codes are normally delivered by email within 1–15 minutes after payment is confirmed.

Delivery may be delayed by:

  • Incorrect email information;
  • Payment verification;
  • Security checks;
  • Provider system issues;
  • Email delivery failures; or
  • Other circumstances outside our reasonable control.

Customers must check their inbox, spam, junk, and promotional folders.

7.3 Single Installation

Each eSIM QR Code can only be installed once.

You must:

  • Install it on the device you intend to use;
  • Avoid scanning it on another device;
  • Avoid deleting it after installation; and
  • Follow the installation instructions.

An eSIM that has been installed and later deleted cannot normally be reinstalled, transferred, or reissued.

7.4 Activation and Validity

The package activation schedule follows the date and time selected by the customer, subject to the relevant product conditions.

An unused QR Code may remain available for installation for up to one year, depending on the product and provider.

Customers are responsible for:

  • Installing the eSIM correctly;
  • Activating Data Roaming;
  • Selecting the appropriate mobile data line;
  • Following APN or network-selection instructions; and
  • Installing the eSIM before or at the appropriate time for travel.

7.5 Data Packages and FUP

Products may include:

  • Daily Fair Usage Policy limits from approximately 500 MB to 2 GB per day;
  • Total-data packages without a daily FUP;
  • Fixed-validity packages; or
  • Other provider-specific arrangements.

A package described as “unlimited” may still be subject to a daily high-speed allowance or Fair Usage Policy. Speed may be reduced after the applicable allowance is reached.

The exact quota, FUP, validity, destination coverage, and supported networks are displayed on the relevant product page.

7.6 Hotspot and Tethering

Hotspot and tethering are permitted unless the product page or network provider expressly states otherwise.

Performance depends on device capability, network availability, connected devices, and remaining high-speed allowance.

7.7 Network Availability

Mobile connectivity depends on third-party network providers.

We do not guarantee:

  • Continuous availability;
  • Coverage in every location;
  • A particular network;
  • Maximum speed at all times;
  • Indoor coverage; or
  • Freedom from network congestion.

Customers must give our support team a reasonable opportunity to troubleshoot a reported issue before a refund or replacement is considered.

8. Bali XL SIM Card and eSIM

8.1 Airport Collection

XL SIM cards and eSIMs offered under the airport service must be collected at the designated XL booth at I Gusti Ngurah Rai International Airport.

Delivery to hotels, villas, or other locations is not available.

The booth normally operates daily from 4:00 AM to 2:00 AM WITA, subject to operational changes.

8.2 Registration Requirements

Customers may be required to provide:

  • A clear passport photograph;
  • Passport information;
  • Boarding pass or flight information;
  • Device IMEI;
  • Booking confirmation; and
  • Other information required by the mobile operator.

Activation remains subject to successful identity, device, and operator verification.

8.3 Collection by Another Person

Another person may collect the product on the customer’s behalf by presenting:

  • The booking confirmation; and
  • A clear photograph of the passport used for registration.

A separate authorisation letter is not normally required. Final collection and activation remain subject to booth verification and applicable operator procedures.

8.4 Flight Delays

Customers should notify us promptly if their flight is delayed or their arrival schedule changes.

We will make reasonable efforts to adjust the collection schedule, subject to booth operating hours and operational availability.

9. Tours and Activities

9.1 Service Fulfilment

Tours and activities may be operated by trusted third-party travel partners.

The product page or confirmation will describe, where applicable:

  • Itinerary;
  • Duration;
  • Pickup information;
  • Participant requirements;
  • Inclusions;
  • Exclusions; and
  • Product-specific conditions.

The itinerary may be adjusted when reasonably necessary for safety, traffic, weather, attraction availability, religious ceremonies, local restrictions, or operational conditions.

9.2 Excluded Costs

Unless expressly included, tour prices do not include:

  • Attraction tickets;
  • Meals and beverages;
  • Parking;
  • Toll charges;
  • Personal expenses;
  • Optional activities; or
  • Other costs not expressly listed as included.

9.3 Customer Conduct and Safety

Customers must:

  • Follow reasonable instructions from the guide, driver, or operator;
  • Arrive at the confirmed time;
  • Act responsibly;
  • Comply with local laws and cultural requirements;
  • Avoid conduct that endangers others; and
  • Disclose information reasonably necessary for safe participation.

An operator may refuse or discontinue service where a customer behaves unlawfully, dangerously, abusively, or in a way that materially disrupts the tour. A refund may not be available in such circumstances.

9.4 Schedule Changes and Weather

Weather-related or operational disruptions may result in:

  • Route changes;
  • Delays;
  • Rescheduling;
  • A suitable alternative; or
  • Cancellation.

If rescheduling is not reasonably possible, any refund may be reduced by costs already incurred and which cannot be recovered.

10. Car and Motorbike Rentals

10.1 Self-Drive Requirements

A self-drive renter must:

  • Be at least 21 years old;
  • Hold a valid driving licence appropriate for the vehicle;
  • Hold an international driving permit or other licence recognised in Indonesia where required;
  • Be legally permitted and physically capable of operating the vehicle; and
  • Comply with Indonesian traffic laws.

The renter must not allow an unauthorised or unlicensed person to operate the vehicle.

10.2 Permitted Area

Rental vehicles may only be used within Bali unless written approval states otherwise.

Vehicles must not be:

  • Taken outside Bali;
  • Used for racing or speed testing;
  • Used for unlawful activity;
  • Sub-rented;
  • Used to carry prohibited goods;
  • Driven under the influence of alcohol or drugs;
  • Used beyond their reasonable capacity; or
  • Operated in a reckless or unsafe manner.

10.3 Security Deposit

A refundable security deposit may be required:

  • Indonesian customers: IDR 1,000,000
  • International customers: IDR 2,000,000

The vehicle will normally be inspected within approximately 10 minutes after return.

The deposit may be used toward:

  • Damage;
  • Missing items;
  • Lost keys;
  • Fuel charges;
  • Excessive cleaning;
  • Traffic or parking fines;
  • Late return charges; or
  • Other amounts payable under the rental agreement.

The deposit is not the maximum amount of the renter’s liability. The renter must pay any remaining balance when the total loss or liability exceeds the deposit.

10.4 Vehicle Condition

Customers must inspect the vehicle at handover and promptly report visible damage or defects.

Photographs or inspection records may be created before and after the rental. Failure to report a material issue at handover may affect the assessment of when damage occurred.

Customers must stop using the vehicle and contact the rental provider if a safety-related defect or accident occurs.

10.5 Insurance and Liability

Unless expressly stated otherwise on the product page or rental agreement, rental vehicles are not covered by comprehensive vehicle insurance.

The renter is responsible for loss, theft, damage, accidents, traffic violations, towing, lost keys, and other costs arising during the rental period, except to the extent directly caused by the rental provider’s proven fault or otherwise determined under applicable law.

Customers are strongly encouraged to obtain suitable personal travel and vehicle rental insurance.

10.6 Accidents and Theft

In the event of an accident, theft, or significant damage, the customer must:

  • Stop and secure the vehicle where safe;
  • Contact the rental provider immediately;
  • Contact the police or relevant authority where required;
  • Not admit liability or agree to private compensation without consulting the provider;
  • Collect reasonable evidence; and
  • Cooperate with the investigation.

Failure to report promptly may increase the customer’s liability where it causes additional loss.

10.7 Late Return

A grace period of up to one hour may be allowed.

A return more than one hour after the agreed return time may be charged as one additional rental day.

Additional driver, operational, or third-party costs may also apply where properly disclosed.

10.8 Rental With a Driver

Unless expressly included, prices for vehicles with drivers do not include:

  • Fuel;
  • Parking;
  • Toll charges;
  • Driver overtime;
  • Driver accommodation; or
  • Other expenses stated as excluded.

Working hours, overtime, route, and accommodation requirements may be specified on the product page or booking confirmation.

11. Cancellations, Rescheduling and Refunds

All cancellations, refund requests, schedule changes, no-shows, and service-provider cancellations are governed by our separate:

Refund, Cancellation & Rescheduling Policy

That policy forms part of these Terms.

In summary:

  • International eSIM refunds require the eSIM to remain unused and other eligibility conditions to be met.
  • XL airport products may be refunded after the booth confirms they were not collected or activated.
  • Tour and rental cancellations may incur a one-day charge or become non-refundable depending on the cancellation time.
  • No-show rental bookings are non-refundable.
  • Approved refunds are normally initiated within 2–7 business days.
  • Payment processing and non-recoverable third-party charges may remain non-refundable.

Where a product page clearly contains more specific cancellation conditions, those product-specific conditions also apply.

12. Service Partners

We select service partners based on our operational requirements, but availability and fulfilment may depend on those partners.

To fulfil a booking, we may share necessary customer information with:

  • Connectivity providers;
  • Mobile operators;
  • Airport booth operators;
  • Tour operators;
  • Guides;
  • Drivers;
  • Vehicle rental providers;
  • Payment providers; and
  • Other relevant fulfilment partners.

We will assist customers in communicating with the relevant partner when an operational issue occurs.

Nothing in these Terms excludes any responsibility that eSIMTravel.id cannot lawfully exclude.

13. Customer Responsibilities

Customers are responsible for:

  • Providing correct booking information;
  • Reading product details and inclusions;
  • Checking device compatibility;
  • Meeting passport, immigration, licence, and operator requirements;
  • Arriving at the agreed time;
  • Following installation and safety instructions;
  • Complying with local laws;
  • Protecting QR Codes and booking confirmations;
  • Reviewing all confirmation messages; and
  • Contacting us promptly when an issue occurs.

Customers are responsible for obtaining suitable travel, health, accident, and vehicle rental insurance according to their needs.

14. Prohibited Use

You must not:

  • Use our website for unlawful or fraudulent activity;
  • Submit false identity or payment information;
  • Attempt an unauthorised chargeback;
  • Resell a product without permission;
  • Copy or misuse an eSIM QR Code;
  • Interfere with website security;
  • Access another customer’s account;
  • Upload malicious content; or
  • Misuse documents belonging to another person.

We may suspend an order or account where fraud, unlawful activity, or material misuse is reasonably suspected.

15. Intellectual Property

The eSIMTravel.id name, website content, design, text, graphics, logos, and original materials are owned by or licensed to PT Putra Putri Sejahtera Bersama.

You may use the website for personal and lawful booking purposes. You may not reproduce, republish, distribute, modify, or commercially exploit protected content without permission.

Third-party names, trademarks, photographs, and logos remain the property of their respective owners.

16. Privacy

Our collection and use of personal data are governed by our Privacy Policy.

By submitting personal data required for a booking, you acknowledge that relevant information may be shared with service partners where necessary to fulfil the requested product or service.

Passport, IMEI, boarding pass, and driving licence information must only be submitted through our official channels.

17. Electronic Communications

You agree that we may provide contracts, confirmations, QR Codes, invoices, notices, and other communications electronically through:

  • Email;
  • WhatsApp;
  • Website account;
  • Checkout page; or
  • Other contact details you provide.

You are responsible for maintaining access to your registered email address and telephone number.

18. Limitation of Liability

To the extent permitted by law, eSIMTravel.id is not liable for indirect, incidental, or consequential loss arising from:

  • Network outages or reduced coverage;
  • Lost business opportunities;
  • Missed communications;
  • Customer device incompatibility;
  • Incorrect information supplied by the customer;
  • Failure to follow instructions;
  • Traffic congestion;
  • Attraction closures;
  • Weather disruption; or
  • Circumstances outside our reasonable control.

Where eSIMTravel.id is legally liable, liability will be determined according to the actual circumstances, the affected service, these Terms, and applicable law.

Nothing in these Terms limits liability for fraud, wilful misconduct, death or personal injury caused by proven negligence, or any liability that cannot legally be limited.

19. Force Majeure

Neither eSIMTravel.id nor a service partner will be considered in breach for delay or failure caused by events beyond reasonable control, including:

  • Natural disasters;
  • Volcanic activity;
  • Earthquakes;
  • Flooding;
  • Severe weather;
  • Pandemics;
  • War or civil unrest;
  • Government restrictions;
  • Airport or road closures;
  • Strikes;
  • Telecommunications failures;
  • Power outages; or
  • Failure of critical third-party systems.

Depending on the circumstances, we may offer rescheduling, an alternative service, credit, or a refund after deducting permitted non-recoverable costs.

20. Complaints

If you experience a problem, contact us as soon as reasonably possible and allow us an opportunity to investigate and assist.

Include:

  • Your name;
  • Order number;
  • Description of the issue;
  • Relevant date and time; and
  • Supporting photographs, screenshots, or documents.

Contact:

Customer assistance is available 24/7. Administrative reviews, partner verification, and refunds are generally handled during office hours from 8:00 AM to 5:00 PM WIB.

21. Governing Law and Dispute Resolution

These Terms are governed by the laws of the Republic of Indonesia.

The parties should first attempt to resolve a dispute in good faith through direct communication.

If a resolution cannot be reached, either party may pursue dispute-resolution procedures or legal remedies available under Indonesian law.

Nothing in these Terms prevents a customer from exercising mandatory consumer rights or using an authorised consumer dispute-resolution mechanism.

22. Language

These Terms may be published in Bahasa Indonesia and English.

Both versions are intended to communicate the same terms. If an inconsistency arises, the versions will be interpreted together and in accordance with applicable Indonesian language and contract requirements.

A translated version is provided to help international customers understand the applicable terms and does not remove any mandatory rights available under Indonesian law.

23. Changes to These Terms

We may update these Terms to reflect changes in:

  • Products and services;
  • Service partners;
  • Payment methods;
  • Operational procedures; or
  • Applicable legal requirements.

The version displayed at the time a booking is made generally applies to that booking, unless a change is required by law or is more favourable to the customer.

24. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

25. No Waiver

If we do not immediately enforce a provision, this does not mean that we waive our right to enforce it later.

26. Contact Information

PT Putra Putri Sejahtera Bersama
Operating as eSIMTravel.id

24/7 Customer Assistance

Help is available whenever you need travel support.

Fast eSIM Delivery

QR Code delivered within 1–15 minutes after payment confirmation.

Airport Pickup in Bali

Collect and activate selected XL products and Car at the airport booth.

Clear Refund Policy

Refund eligibility depends on product status and cancellation time.