01Introduction
When we say "Eflexsim", "we", "our", or "us", we mean Top Explore Pte Limited, a company registered in Hong Kong with its registered office at Room A, 12/F, ZJ 300, 300 Lockhart Road, Wan Chai, Hong Kong, trading as Eflexsim. We act as the merchant of record for your purchase.
This Payment Policy explains how we take payment, the methods we accept, how your card data is handled, and what happens when a payment fails. Read it together with our Terms of Service, Refund Policy, and Privacy Policy.
02Payment Methods We Accept
You can pay for eSIM packages and wallet top-ups using:
- Credit and debit cards — major card networks including Visa, Mastercard, and American Express.
- Digital wallets — Apple Pay and Google Pay, where available on your device and browser.
- Eflexsim wallet balance — credit held in your Eflexsim account can be applied to a purchase, on its own or together with a card.
The methods available to you may vary by device, browser, and country.
03Our Payment Processor
Card and digital-wallet payments are processed by our third-party payment provider, currently Airwallex. When you pay, your card details are collected and processed directly by Airwallex. By completing a purchase you also agree to Airwallex's applicable terms. We may change or add payment providers in the future and will update this policy when we do.
04Currency and Pricing
We process payments in US Dollars (USD). We may support other currencies in the future at our sole discretion. Prices shown on our Platform do not include taxes or other applicable fees, which may be added at checkout based on your billing details.
If you pay with a card denominated in another currency, your bank or card issuer sets the exchange rate and may charge a foreign-transaction or currency-conversion fee. That fee is set by your bank, not by Eflexsim.
05When You Are Charged
You are charged when you place an order at checkout (or when you fund your wallet or buy a data top-up). Your eSIM is provisioned and delivered after your payment is confirmed, as described in our Terms of Service (Delivery and Fulfillment) and Refund Policy.
06Card Security
We take the security of your payment data seriously. Card payments are handled by our PCI-DSS-compliant payment provider, and we do not store your full card number on our servers. We retain only limited payment metadata — such as the last four digits of your card, the card brand, and the payment reference — to support your orders, refunds, and customer service.
Where required, payments are authenticated using 3-D Secure / Strong Customer Authentication (SCA), which may ask you to confirm the payment with your bank.
07Saved Cards
If you choose to save a card for faster future checkout, the card is stored securely by our payment provider, not by Eflexsim — we hold only a reference to it. You can remove a saved card at any time from your account settings.
08Declined or Failed Payments
A payment may be declined by your bank or by our provider's fraud and risk checks (for example, for insufficient funds, an incorrect detail, or a suspected-fraud flag). If your payment is declined, your order is not completed and your eSIM is not provisioned. You can try again or use a different payment method. If you believe a payment was wrongly declined, contact support@eflexsim.com.
We use automated tools, provided by our payment processor, to help detect and prevent fraud. We do not make decisions producing legal or similarly significant effects about you based solely on automated processing without human involvement.
09Eflexsim Wallet Balance
Your Eflexsim wallet is a store of prepaid credit you can apply to purchases. Wallet credit is denominated in USD, has no cash value outside the Platform, is non-transferable, and cannot be withdrawn as cash except where required by law. You can top up your wallet using the payment methods above. Where a refund is issued to your wallet, our Refund Policy explains your options.
10Refunds
Refunds are governed by our Refund Policy, which explains when you are entitled to a refund, how to request one, and how and when refunds are paid. Approved refunds are returned to your original payment method within 5–10 business days, with the final timing depending on your bank or card issuer.
11Chargebacks and Payment Disputes
If you have a problem with a charge, please contact support@eflexsim.com first — most issues are resolved quickly under our Refund Policy. Initiating a chargeback or dispute with your bank without first contacting us can delay resolution. We may provide our payment provider with transaction records and evidence in response to a dispute, and we reserve the right to suspend accounts associated with fraudulent or abusive chargeback activity. This does not affect any right you have to dispute a charge you are legally entitled to dispute.
12Contact
For questions about payments or this policy, contact support@eflexsim.com. For legal questions, contact legal@eflexsim.com.