TUSIM TERMS, CONDITIONS AND POLICIES

1. TUSIM IDENTIFICATION

These terms apply to purchases made from TU SIM S.A.S., NIT 901676306, domiciled in Barranquilla, Colombia (hereinafter, “TuSIM”).

Customer service channels: line (312)312-6513, WhatsApp, or email cs@tusimtravel.com. Hours: 24/7.

2. GENERAL POLICY

TuSIM may modify prices, plans, and surcharges at any time. These changes apply only to new purchases and do not affect plans already paid for. By making a purchase and checking the acceptance box, the customer agrees to these terms and conditions, published at https://tusimtravel.com/pages/terminos-condiciones-y-politicas, as well as the terms of use of the network operators providing the service in each destination.

TuSIM is not responsible for coverage failures in specific areas of the destination where the local operator's signal is limited or non-existent (e.g., rural, mountainous, underground areas, or on the high seas). The customer can check the coverage and operators for each destination at https://tusimtravel.com/collections/todos-los-productos before purchasing. If the service does not work in any area of the country or region included in the plan, the Refund Policy applies.

The customer is responsible for verifying, before purchase, that their phone is unlocked (without carrier locks), is eSIM compatible (if purchasing an eSIM), and operates on 4G/5G networks. The list of compatible devices is available at https://tusimtravel.com/pages/dispositivos-compatibles-con-esim 

TuSIM will enable the physical SIM card or the eSIM one (1) day before the travel date indicated by the customer. For these terms, activation is the installation of the eSIM or the insertion of the physical SIM card into the customer's phone; the plan's validity period begins from that moment. Therefore, we recommend installing it on the day of travel.

For all plans, the travel date will be the one indicated by the customer at the time of purchase. If the flight itinerary changes, the customer must notify us at least three (3) days in advance of the registered travel date.

Plan usage: Plans include only mobile data, unless the plan description states otherwise (number, calls, or SMS). The plan is for personal use and may not be resold.

eSIM Reinstallation: The eSIM is installed only once. If the customer deletes it from the phone or changes devices, it may not be possible to reinstall it. Before deleting it, the customer must contact support. 

Physical SIM card shipping: The delivery time is 5 business days and the shipping cost depends on the area or region (applies only to Colombia). If the address provided by the customer is incorrect, the cost of reshipping is at their own expense.

3. EXCHANGE POLICY

  • The customer may change their data plan if they purchased the wrong one, provided they request it within 48 hours of purchase and at least 72 hours before the travel date. If the purchase is made less than 72 hours before the trip, plan changes do not apply, so we recommend reviewing the plan carefully before paying.
  • To request a change, the customer must contact the customer service line at (312)312-6513 or email cs@tusimtravel.com. The same conditions apply if they wish to switch from an eSIM to a physical SIM card; in that case, the customer assumes the cost of home delivery.

Important: In both cases, if the new plan or SIM card costs more, the customer pays the difference. If it costs less, TuSIM will cancel the original purchase, create a new one for the correct amount, and refund the difference via the same payment method within 10 to 15 business days.

  • Changes are subject to carrier activation times and, if a physical SIM card needs to be shipped, to the shipping company's delivery times.
  • If the eSIM or physical SIM card has already been activated, the plan duration cannot be reduced; only additional days can be added by paying the corresponding amount.

4. RETURN POLICY

If the customer is unable to use the service due to a failure attributable to TuSIM or the operator, they may request a refund of the money paid, subject to the following conditions and procedure:

  • The customer must report the failure to TuSIM support (line (312)312-6513, WhatsApp +573123126513, or email cs@tusimtravel.com) at the time it occurs, and no later than during the validity period of the plan.
  • The TuSIM support team will review the case and provide the customer with instructions to identify the source of the failure. For this, they may request purchase details, eSIM or SIM information (serial number, phone number, etc.), and photographs and screenshots of the cell phone settings. This data will be used only to handle the case, in accordance with the Personal Data Processing Policy.
  • Once the source of the failure is identified, support will provide the necessary instructions to correct it.
  • If the available solutions do not resolve the failure and validation with the operator is required, the operator's official response may take between 30 minutes and one (1) business day.
  • Afterward, support will provide new configuration alternatives or report the final diagnosis result.
  • If the diagnosis indicates that the failure originates from the eSIM (QR code), TuSIM will issue a new eSIM at no cost. If the failure originates from the physical SIM card, TuSIM will send a replacement eSIM at no cost; if the cell phone is not compatible with eSIM, a refund will be issued.
  • If it is not possible to resolve the failure, TuSIM will provide a full refund, or a partial refund if the customer managed to use part of the plan, in proportion to the unused days or data.
  • Once approved, the refund will be made via the same payment method used for the purchase, within a period of 10 to 15 business days. 

5. CASES IN WHICH A REFUND DOES NOT APPLY

Except for service-related failures described in section 4, no refunds will be made in the following cases:

1. Plan already activated: Once the physical SIM card or eSIM has been activated, the amount paid will not be refunded, unless there is a service-related failure (section 4).

2. Coverage in specific areas: Lack of coverage or poor signal quality in specific areas of the destination (section 2) does not entitle the customer to a refund.

3. Incompatible cell phone: The customer must verify their cell phone's compatibility before purchasing. There is no refund if the cell phone is not compatible with the SIM or eSIM, or if it is carrier-locked.

4. Unused days: Once the physical SIM card or eSIM has been activated, the validity period begins, and unused days will not be refunded.

5. Itinerary changes or cancellations: There is no refund for itinerary changes or trip cancellations once the plan has been activated. If the plan has not yet been activated, the customer may request a date change by notifying us at least three (3) days in advance.

6. Data consumption: Data consumption during the plan's validity period is the customer's responsibility (e.g., automatic updates, videos, or background apps) and does not entitle the customer to a refund.

7. Deleted eSIM: There is no refund if the customer deletes the eSIM from their cell phone or switches devices after installation.

6. RIGHT OF WITHDRAWAL AND PAYMENT REVERSAL

Right of withdrawal: For purchases made through the website or other remote channels, the customer may withdraw within five (5) business days following the purchase, provided that the physical SIM card or eSIM has not been activated. Once activated, the provision of the service has already begun with the customer's agreement, meaning the right of withdrawal does not apply (Article 47 of Law 1480 of 2011). If applicable, TuSIM will refund the money within a maximum period of thirty (30) calendar days.

Payment reversal: If the purchase was paid for with a credit card, debit card, or other electronic payment method, the customer may request a payment reversal in the cases set forth in Article 51 of Law 1480 of 2011 (fraud, unsolicited transaction, product not received, or product that does not correspond to what was requested or is defective). To do so, the customer must file a complaint with TuSIM and notify the payment method issuer within five (5) business days following the date they became aware of the situation.

7. PROCESSING OF PERSONAL DATA

TuSIM processes the customer's personal data in accordance with Law 1581 of 2012 and its Personal Data Processing Policy, available at https://tusimtravel.com/pages/terminos-condiciones-y-politicas. The customer may access, update, rectify, or request the deletion of their data by writing to cs@tusimtravel.com .

8. PETITIONS, COMPLAINTS, AND CLAIMS (PQR)

The customer may submit requests, complaints, or claims through our service channels (line (312)312-6513, WhatsApp +573123126513, or email at cs@tusimtravel.com). TuSIM will respond within a maximum period of fifteen (15) business days. If the customer is not satisfied with the response, they may turn to the Superintendency of Industry and Commerce (www.sic.gov.co).

9. SUPPORT CASE HANDLING

To provide a solution, TuSIM requires the customer to respond to support team requests (data, photographs, or screenshots). If the customer does not respond within five (5) business days of the last request, the case will be closed due to a lack of information, and the customer may reopen it at any time through the support channels. Without the necessary information, TuSIM cannot complete the diagnosis or determine if a SIM replacement or refund is applicable.

10. APPLICABLE LAW

These terms are governed by the laws of the Republic of Colombia, specifically Law 1480 of 2011 (Consumer Protection Statute). Nothing contained in this document limits the rights granted to the consumer by law.