Refund policy

Exchange Policy
- Our change policy allows you to modify the eSIM data plan within the first 48 hours after purchase, in case you selected the wrong one.

To request a plan change, the customer must contact our customer service at (312) 312-6513 within 48 hours of purchase and up to 72 hours before the travel date. If the change involves switching from an eSIM to a physical SIM card, this must also be reported within the same timeframe. In this case, the customer will be responsible for the shipping costs.

- If the value of the new plan or SIM card is higher, the difference must be paid. If it is lower, the original transaction will be canceled and a new one will be made for the corresponding amount.

- Changes are subject to operator activation processes and shipping times from carrier companies, if a physical SIM card needs to be shipped.

Return Policies:
The returns policy allows you to request a refund of the money paid if you are unable to use the service due to its failures, under the following conditions and procedures:

- The customer must notify the TuSIM support line at (312)312-6513 about the difficulty experienced at the time the problem occurs.

- Our team will review the case and provide the user with instructions to determine the origin of the failure, which may include purchase data, eSIM information, photographs and screenshots.

- If the available solutions do not resolve the fault and additional validations are needed, the user will have to wait between 30 minutes and one business day to receive an official response from the operator.

- New adjustment options will be offered, or the final diagnostic result will be communicated. If the problem originates from the generated code (eSIM), a new code will be issued; if it originates from the physical SIM card, an eSIM will be sent.

- If it is not possible to resolve the problem, it will be assessed whether the refund is partial or total, depending on the use.

- Once authorized, the return may take between 10 and 15 business days to process.

No refunds will be issued in the following cases:

1. Service Activation.
2. Coverage and Quality of Service.
3. Customer Responsibility.
4. Activation and Validity of the Service.
5. Itinerary Changes or Cancellations.
6. Data Use and Consumption.

Additional Notes:

In the event of a lack of response or availability from the customer, it will be understood as a waiver of any right to a solution by the company. Claims without the necessary validations will not be considered for monetary refunds or SIM card replacements.