Skip to Content

GENERAL TERMS AND CONDITIONS OF SALE – THE BIG TOWN

This document sets out the general terms and conditions governing the use of the website www.thebigtown.com (hereinafter the “Site”), owned by The Big Town, a brand operated by Line2Lead S.r.l., with registered office at Via Santa Fumia 99 - 00134 Rome (Italy), VAT no. 17557151002, and contact email: support@line2lead.com (hereinafter the “Provider”). Accessing and using the Site and its services implies full acceptance of these General Terms and Conditions. If you do not accept them, you may not use the services offered.

1. Purpose of the contract

The contract covers the provision of prepaid eSIMs for international data connectivity without roaming charges. eSIMs are delivered in digital format and activated via QR code or automatic download, according to the instructions provided on the Site.

2. Parties – Prohibition of transfer

The contract is concluded between the Provider and the User, identified through the purchase made on the Site. The User may not transfer the contract or any related rights to third parties without the Provider’s written consent.

3. Contract finalisation

The contract is considered concluded upon successful payment and receipt of the order confirmation from the Provider. Prices are indicated in euros and may be modified at any time, without retroactive effect on purchases already completed.

4. Delivery terms

eSIMs are delivered digitally via automatic email or through the user’s account area immediately after payment. It is the User’s responsibility to verify device compatibility with eSIM technology before making a purchase.

5. Support

Customer support is available via email at support@line2lead.com, Monday through Friday, from 9:00 AM to 6:00 PM (CET). Support includes help with eSIM activation and assistance in case of technical issues.

6. Refund Policy

The Big Town is committed to offering a transparent and secure shopping experience.

You may request a monetary refund or a credit of equal value to use for a new purchase, exclusively in the following cases:

  • the purchased eSIM has not been used (no data traffic generated);
  • The device is listed among the officially supported models.
  • the technical issue has been verified and confirmed by our support team;
  • the request is submitted within 30 days of the purchase date.

The refund will be issued to the same payment method used for the order, or – at the customer’s choice – a credit of the same value will be issued to use on thebigtown.com.

Refunds or credits will not be granted in the following cases:

  • the eSIM has been partially used (even minimally);
  • the activation was completed successfully;
  • there was an installation error not attributable to The Big Town;
  • the device is not compatible and not listed among the supported models.

For any doubts or support needs, we recommend contacting our team before activating your eSIM.

7. User obligations

The User agrees to:

  • Use the service in accordance with applicable laws and these contractual conditions;
  • Refrain from duplicating, reselling, or fraudulently using eSIMs;
  • Verify device compatibility prior to purchase;
  • Provide truthful and accurate data when placing an order.

8. Personal data processing

  • The User’s personal data will be processed in accordance with EU Regulation 2016/679 (GDPR). The data controller is Line2Lead S.r.l., as described in the Privacy Policy.

9. Limitation of liability

  • The Provider is not liable for:
    • Service interruptions caused by network operators or third parties;
    • Misuse or inappropriate use by the User;
    • Damages due to force majeure events;
    • Device incompatibility with eSIMs.

10. Jurisdiction

    • This contract is governed by Italian law. For any dispute concerning the interpretation, execution, or validity of these Terms and Conditions, the exclusive jurisdiction shall lie with the Court of Rome, Italy.

Refund and Credit Policy – The Big Town

Your connection is our priority. If you experience issues with your eSIM, we’re here to help. 

In the event of verified malfunctions, you may choose between:

  • a monetary refund to your original payment method
  • a credit of equal value, usable for a new purchase on The Big Town within 12 months

1. Eligibility for credit

You may request a refund or credit only if:

  • the eSIM has not been used (no data traffic generated);
  • the device is compatible, as listed on our official compatibility list;
  • the technical issue has been verified by our support team;
  • the request is submitted within 30 days of the purchase date.

2. Excluded Cases

Refunds or credits are not available in the following cases:

  • the eSIM has been activated and used, even partially;
  • the device is not compatible with eSIMs;
  • the issue was caused by incorrect installation or failure to follow the instructions;
  • the request is submitted after 30 days from the purchase date.

3. How to Request Support

Please contact us at   support@line2lead.com, providing:

  • your order number
  • a description of the issue encountered
  • any screenshots or error messages as evidence

Our technical team will review your case and respond within 5 business days.

If approved, you will be able to choose between a refund or a credit.

4. Additional notes

  • The credit is personal and non-transferable.
  • Refunds will be issued to the same payment method used during the purchase.