TERMS AND CONDITIONS
T-Travel - Global eSIM Data Service
Consumer Terms for prepaid travel eSIM packages
Hrvatski Telekom d.d., member of Deutsche Telekom Group,
Radnicka cesta 21, 10000 Zagreb, Croatia
1.1. These Terms and Conditions ("T&C") govern the contractual relationship between Hrvatski Telekom d.d., Radnička cesta 21, 10000 Zagreb, Croatia (the "Provider", "HT", "we", "us" or "our") and the individual end user (the "User", "Customer", "you" or "your") for the provision of the T-Travel global eSIM mobile data service (the "Service").
1.2. The Service is a prepaid mobile data service delivered through eSIM technology and used on HT and/or partner mobile networks. It is designed for temporary personal use by consumers while travelling outside their normal country of residence.
1.3. These T&C shall be read together with the following documents, each forming part of the contractual documentation:
the order confirmation;
the T-Travel Acceptable Use Policy for Consumer Customers (“Acceptable Use Policy”);
the applicable Privacy policy notice
General Terms and Conditions of Hrvatski Telekom d.d. for the provision of services in the public mobile communications network (mobile services of Hrvatski Telekom)
The Price list
| Term | Meaning |
|---|---|
| Applicable Coverage | The country or region in which a purchased package may be used, as displayed at purchase. |
| Country Package | A package designed for use in one specific country or destination. |
| Regional Package | A package designed for use in more than one country within a region. |
| Data Package | A prepaid eSIM data bundle purchased by the User, including package size, data allowance or daily fair use allowance, validity and Applicable Coverage. |
| Lite, Standard and Max Packages | Prepaid packages with a defined validity period from 1 to 30 days and a corresponding included data volume in GB, depending on the country or region selected. |
| Unlimited Package | A prepaid package marketed as unlimited, subject to a daily data allowance of a specific amount of GB per rolling 24-hour period, after which a speed reduction applies until the next full available speed allowance reset as described in in Section 10 and Acceptable Use Policy. |
| eSIM Profile | The digital SIM profile installed on an eSIM-compatible device to access the Service. |
| Payment Service Provider | An authorised third-party provider supporting payment processing for purchases made through the Service. |
3.1. T-Travel provides mobile data connectivity via eSIM technology on HT or partner roaming compatible 4G/LTE or 5G networks. The Service may be offered for individual countries, groups of countries, regions or other destinations as displayed during the purchase flow.
3.2. The Service is data-only. The Service does not include traditional voice calls, SMS, premium-rate services, emergency calling or a mobile telephone number, unless such features are explicitly stated for a specific offer.
3.3. The Customer remains responsible for maintaining an alternative method for emergency calls (e.g., primary SIM, Wi-Fi calling where available, local SIM, or other means).
3.4. T-Travel is offered in four commercial package families:
| Package family | Validity | Allowance model | Coverage |
|---|---|---|---|
| Lite | 1 to 30 days, as displayed at purchase | Defined GB allowance per selected country or region | Country or Regional Package |
| Standard | 1 to 30 days, as displayed at purchase | Defined GB allowance per selected country or region | Country or Regional Package |
| Max | 1 to 30 days, as displayed at purchase | Defined GB allowance per selected country or region | Country or Regional Package |
| Unlimited | 1 to 30 days, as displayed at purchase | Defined GB per rolling 24-hour period at full available speed, then speed step-down to defined maximum speed until the next 24-hour reset. | Country or Regional Package |
3.5. The exact data volume, validity, price and Applicable Coverage of a package are shown before purchase and confirmed in order confirmation. Different countries and regions may have different Lite, Standard, Max and Unlimited package configurations.
3.6. T-Travel is intended for temporary travel use. It must not be used as a replacement for domestic mobile service or fixed broadband service.
4.1. The User may purchase packages covering a specific country or a broader region. Coverage information is displayed before purchase and may include lists of supported destinations and partner compatible 4G/LTE or 5G networks.
4.2. Availability, coverage and performance are dependent on partner roaming networks and local conditions. HT does not guarantee coverage in every location within the advertised country or region.
4.3. If a User has both an active Country Package and an active Regional Package that covers the same destination, the Country Package will have priority for usage in that destination. This rule applies regardless of the remaining allowance or expiry date of the Regional Package.
4.4. The Provider may update coverage, partner network availability or package availability for technical, commercial, legal or regulatory reasons. Changes will not reduce the User’s statutory rights.
5.1. The contract is concluded when the User successfully completes the purchase and the Provider confirms the package, unless the purchase flow states that the contract is concluded at another point permitted by law.
5.2 The Service consists of the digital delivery of an eSIM Profile and the provision of the related mobile data service. The eSIM Profile is not supplied on a tangible medium. Installation of the eSIM Profile is a technical precondition for using the Service but does not by itself constitute the start of the mobile data service or the start of the Data Package validity period. The start of the mobile data service and the Data Package validity period is determined in accordance with Section 6.
5.3. Where applicable consumer law provides a withdrawal right, the User acknowledges that the Service constitutes a service contract and expressly requests that performance begin immediately upon conclusion of the contract. The User further acknowledges that, once the Provider has fully performed the Service, the User will lose the right of withdrawal, in accordance with applicable law. This does not affect mandatory rights in case of defective or non-conforming service.
5.4. Pre-activation refund and withdrawal rights, if available, are handled through the applicable customer support and purchase channels.
6.1. The User must have an unlocked, eSIM-compatible device and internet access to install the eSIM Profile. Device compatibility is the User’s responsibility and should be checked before purchase by the User.
6.2. The installation of the eSIM Profile on the User’s device does not, by itself, constitute the commencement of the provision of the Service. Installation only enables the User’s device to technically access the Service once the relevant conditions for use are met.
6.3. The provision of the Service begins when the User first uses the purchased Data Package by connecting to an available partner mobile network within the Applicable Coverage of the purchased package and initiating mobile data traffic through the installed eSIM Profile.
6.4. The User must follow the activation instructions provided in the purchase flow, email, app or web account. Incorrect installation, deletion of the eSIM Profile, use outside the Applicable Coverage, lack of compatible 4G/LTE or 5G coverage, or device incompatibility may prevent use of the Service.
6.5. An eSIM Profile is normally intended for use on one device. Transferability, reinstallation or replacement may be restricted for security and technical reasons.
6.6. The Provider requires the User to enable data roaming, select the correct eSIM line and configure device settings such as APN, where applicable. The user’s device must support eSIM and compatible 4G/LTE or 5G data services. The Service is not available on 2G or 3G networks.
6.7. Unless expressly stated otherwise in the purchase flow, package description or order confirmation, the User must install and activate the eSIM Profile within the period specified at purchase. If no activation period is specified, the Provider will define a reasonable technical activation period in the purchase flow or customer communication. If the eSIM Profile or purchased Data Package is not activated within the applicable activation period, the package may expire and may no longer be available for use.
6.8. The validity period of the purchased Data Package starts in accordance with Section 5.2 and this Section 6, and continues for the package duration displayed at purchase, unless the Data Package is fully consumed earlier or terminated in accordance with these T&C.
7.1. The User may purchase more than one package on the same eSIM Profile for the same country, destination or region, where technically and commercially available.
7.2. Where multiple packages with the same Applicable Coverage are active on the same eSIM Profile, usage is prioritised according to package expiry. The package that expires first is consumed first, unless the purchase flow or a specific campaign term states a different priority rule.
7.3. Where both a Country Package and a Regional Package are available for the same data session, the Country Package takes priority over the Regional Package. After the Country Package expires or its relevant allowance is no longer available, the Regional Package may be used if it remains active and covers the destination.
7.4. The Provider may apply technical routing and package selection rules to implement the above priorities. Usage records and visible app counters may update with delay.
7.5. Unused data expires at the end of the package validity period and is not carried over, unless expressly stated in the purchase flow. It is neither refundable, transferable or exchangeable for cash or any other benefit.
7.6. The Service does not include top-ups as a separate recharge mechanism. The User may purchase additional Data Packages, where available. Such additional Data Packages are treated as separate packages and are consumed in accordance with the package priority and consumption rules set out in Section 7.
8.1. Package prices are displayed before purchase and include applicable taxes where required by law. Prices may vary by package, coverage, validity, currency, sales channel, promotion and time of purchase.
8.2. The Customer is responsible for any fees applied by banks/payment providers (e.g., currency conversion, cross-border fees).
8.3. Payment is processed by authorized third-party payment service providers. Available payment methods may include credit and debit cards, digital wallets and other locally available payment methods shown at checkout.
8.4. Payment availability, authorisation, authentication, refunds to payment instruments and settlement may depend on the payment service provider, card issuer, bank, digital wallet provider or applicable payment scheme rules. The Provider is not responsible for delays or refusals caused by those third parties.
8.5. The Provider may refuse, cancel or require verification of a transaction where fraud, misuse, payment risk, sanctions risk, identity risk or technical error is suspected.
8.6. Promotional codes, campaign codes or similar promotional discounts may be accepted where offered. Their availability and use are subject to Section 18 and to the applicable purchase flow, promotional communication or campaign terms.
9.1. Data Package includes an allowance for data usage in accordance with the package information displayed at purchase. For Lite, Standard and Max packages, the allowance is expressed as a defined GB volume. For Unlimited packages, the daily full available speed usage rule described in Section 10 applies.
9.2. Data usage is measured in kilobytes (KB). For the purposes of the Service:
1024 KB = 1 MB;
1024 MB = 1 GB.
9.3. Data usage is calculated based on the amount of data that travels over the network. This may differ from the data displayed by the User’s device or by third-party apps. Usage may include network retransmissions, repeated requests, background traffic, app updates, cloud backup, location services and other device-generated data.
9.4. The Service requires access to compatible 4G/LTE or 5G networks and is not available on 2G or 3G networks. Availability depends on the destination country, partner network coverage, device compatibility and local network conditions.
9.5. The User may check remaining data, package validity and purchase history through the web account, app or other digital self-service channel. Notifications are sent when selected thresholds are reached, but the User remains responsible for monitoring usage.
10.1. An Unlimited Package gives the User an unlimited amount of data during the validity period, subject to a daily data allowance per rolling 24-hour period, after which speed reduction applies.
10.2. For each Unlimited Package, the User may use specific amount of GB of data defined in Acceptable Use Policy at the maximum available speed supported by the package, device, partner network and location during each rolling 24-hour period. After the User consumes specific amount within that 24-hour period, a speed step-down applies and the maximum speed is reduced to specific speed defined in Acceptable Use Policy until the next reset of the full available speed allowance.
10.3. The full available speed allowance reset is calculated as a rolling 24-hour window anchored to the first qualifying use of the Unlimited Package. The first qualifying use means the moment when the User first connects to an available HT or partner mobile network within the Applicable Coverage of the purchased package and initiates mobile data traffic through the installed eSIM Profile.
10.4. The speed step-down is a standard product feature of the Unlimited Package and not a penalty, suspension or fraud measure. It applies automatically after the User has consumed the defined full available speed data allowance within the applicable rolling 24-hour period. The Provider will notify the User when the speed step-down applies.
11.1. The Service is provided on a best-effort basis using HT and/or third-party roaming partner networks. Coverage, speed, latency, availability and technology generation may vary by country, location, partner network, device, building, terrain, weather, congestion and other conditions.
11.2. Information relating to the applicable maximum configured speeds in HT or partner mobile network may be provided in the purchase flow. Actual speeds are not guaranteed and depend on partner networks, coverage, congestion, device capability and local conditions.
11.3. The Provider does not guarantee uninterrupted, error-free or continuously available Service. The Service may be unavailable or degraded in certain areas, including underground areas, remote areas, indoor areas, maritime or aviation environments, border areas, congested venues and areas outside partner network coverage.
11.4. The Provider and partner networks may apply reasonable traffic management and network management measures in accordance with applicable regulations.
11.5. Manufacturer-specific device features, operating system settings, private relay/VPN features, cloud services, app background refresh, automatic media downloads and similar functions may affect data consumption and connectivity. The Provider has no control over charges or behaviour imposed by device manufacturers or third-party services.
12.1. The User shall use the Service only for private, personal and legitimate purposes while travelling outside their normal country of residence. The Service must not be used for unlawful, fraudulent, abusive, commercial, automated or network-harming activities.
12.2. The User must not resell, redistribute, sublicense, commercially exploit or otherwise on-provide the Service to third parties.
12.3. The Service must not be used as a substitute for a permanent local mobile subscription, as a substitute for fixed broadband, for business purposes, permanent stationary connectivity, in SIM boxes, gateways, bot farms, scraping infrastructure, automated messaging systems or similar setups.
12.4. Detailed use restrictions, fair use rules and enforcement measures are set out in the separate Acceptable Use Policy.
13.1. The Contract for a purchased Data Package ends automatically, when one of the following occurs:
a) the validity period of the Data Package expires;
b) the included data allowance is fully consumed, where the package is volume-based;
c) the eSIM Profile or Data Package becomes inactive or expires in accordance with the product rules displayed prior to purchase;
d) the Service is terminated in accordance with these T&C, Acceptable Use Policy or mandatory legal requirements.
13.2. For Unlimited Packages, consumption of the defined full available speed allowance within the applicable rolling 24-hour period does not terminate the Contract or the Data Package. After the defined full available speed allowance within the applicable rolling 24-hour period is consumed, the speed step-down applies in accordance with Section 10, and the package continues until the end of its validity period, unless terminated earlier in accordance with these T&C.
13.3. The Provider may restrict, suspend or terminate the Service where reasonably necessary due to security risk, fraud risk, protecting network integrity, prohibited use, breach of these T&C, breach of Acceptable Use Policy, legal obligation, regulatory requirement or partner network requirement.
13.4. The Provider will notify the User of material restrictions, suspension or termination. Immediate action may be taken without prior notice where necessary to protect the network, users, third parties, legal compliance or the Provider.
13.5. Termination or suspension for breach does not entitle the User to a refund for unused data or remaining validity.
14.1. Users may submit complaints through the customer support channels made available for the Service including chat functionality in the web shop and mobile application, and by email at the customer support address published on the Service website. Complaints should include sufficient information to identify the purchase, eSIM Profile, issue, date and requested resolution.
14.2. The Provider will handle complaints in accordance with applicable consumer protection and electronic communications rules, including statutory response deadlines where applicable.
15.1. The Provider processes personal data in accordance with the General Data Protection Regulation (GDPR), applicable Croatian law and the relevant Privacy policy notice available at the following website link: www.t-travel.com/privacy
16.1. The Provider is liable in accordance with applicable mandatory law. Nothing in these T&C limits liability for intent and gross negligence.
16.2. To the extent permitted by law, the Provider is not liable for indirect, incidental, consequential, special or punitive damage, loss of profit, loss of revenue, loss of business, loss of data, loss of goodwill or interruption caused by factors outside the Provider’s reasonable control.
16.3. To the extent permitted by law, the Provider’s aggregate liability in connection with a package is limited to the amount paid by the User for that package.
17.1. The Provider may offer promotional codes, campaign codes or similar promotional discounts from time to time. Such discounts may be made available directly by the Provider or through authorised partners as part of promotional campaigns, including seasonal, event-based, partner or customer acquisition campaigns.
17.2. Promotional discounts may be made available to all users or to users meeting objective campaign criteria, as described in the relevant promotional communication, purchase flow or campaign terms.
17.3. Promotional discounts are generally percentage-based unless expressly stated otherwise. The applicable discount rate, validity period, eligible packages, eligible countries or regions, sales channel, permitted use and any other campaign conditions will be shown in the purchase flow, promotional communication or campaign terms.
17.4. Promotional codes are not redeemable for cash, do not represent stored value, electronic money, a payment instrument, a gift card, loyalty balance or customer account credit, and cannot be exchanged, refunded or converted into money.
17.5. Promotional codes may be transferable only where this is allowed by the relevant campaign terms. Promotional codes are not cumulative and may not be combined with other promotional codes or discounts, unless expressly stated otherwise in the purchase flow or campaign terms.
17.6. Promotional codes may be limited by validity period, number of uses, user account, package type, destination, country or region, minimum purchase value, partner campaign, sales channel or technical availability.
17.7. The Provider may refuse, cancel, withdraw or reverse a promotional discount where misuse, fraud, payment reversal, unauthorised distribution, technical error, breach of these T&C or breach of campaign terms is suspected on reasonable grounds.
18.1. The Provider may amend these T&C for legal, regulatory, technical, security, commercial, operational or product reasons. Amendments shall be published on the website/application.
19.1. Your contractual relationship and all disputes under your contract shall be governed by the laws of the Republic of Croatia and applicable European Union law.
19.2. Disputes shall be subject to the competent courts or authorities of the Republic of Croatia.
20.1. If any provision of these T&C is invalid, void or unenforceable, the remaining provisions remain in effect. The invalid provision shall be replaced by a valid provision that most closely reflects the commercial and legal purpose of the original provision.
20.2. In cases not governed by these T&C, the General Terms and Conditions of Hrvatski Telekom d.d. for the provision of services in the public mobile communications network (mobile services of Hrvatski Telekom) shall apply accordingly.
20.3. These T&C, together with the Contract Documents, constitute the contractual framework for the Service.
20.4. These T&C apply from 1 August 2026 and shall remain in force until further notice of any amendments.