Refund policy
Exchange Policy
- Our exchange policy allows you to change the eSIM data plan within the first 48 hours after purchase, in case you have selected an incorrect one.
- To request a plan change, the customer must contact our customer service at (312) 312-6513 within the first 48 hours after purchase, and up to 72 hours before the travel date. If the change involves switching from an eSIM to a physical SIM card, it must also be notified within the same period. In this case, the customer will cover the cost of home delivery.
- 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 cancelled and a new one will be made for the corresponding amount.
- Changes are subject to the activation processes of the operators and the shipping times of the transport companies, if the shipment of a physical SIM card is required.
Refund Policy:
The refund policy allows you to request a refund of the money paid in case you cannot use the service due to service 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 failure and additional validations are needed, the user must wait between 30 minutes and one business day to receive an official response from the operator.
- New adjustment alternatives will be offered or the final result of the diagnosis will be communicated. If the damage comes from the generated code (eSIM), the issuance of a new code will be managed; if it comes from the physical SIM card, the sending of an eSIM will be managed.
- If the problem cannot be resolved, a partial or total refund will be assessed, depending on the use.
- Once authorized, the refund may take between 10 and 15 business days to be processed.
No refund will be made in the following cases:
1. Service Activation.
2. Coverage and Quality of Service.
3. Customer Responsibility.
4. Service Activation and Validity.
5. Itinerary Changes or Cancellations.
6. Data Usage 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 solution by the company. Claims without the necessary validations will not be considered for monetary refunds or SIM replacements.
- Our exchange policy allows you to change the eSIM data plan within the first 48 hours after purchase, in case you have selected an incorrect one.
- To request a plan change, the customer must contact our customer service at (312) 312-6513 within the first 48 hours after purchase, and up to 72 hours before the travel date. If the change involves switching from an eSIM to a physical SIM card, it must also be notified within the same period. In this case, the customer will cover the cost of home delivery.
- 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 cancelled and a new one will be made for the corresponding amount.
- Changes are subject to the activation processes of the operators and the shipping times of the transport companies, if the shipment of a physical SIM card is required.
Refund Policy:
The refund policy allows you to request a refund of the money paid in case you cannot use the service due to service 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 failure and additional validations are needed, the user must wait between 30 minutes and one business day to receive an official response from the operator.
- New adjustment alternatives will be offered or the final result of the diagnosis will be communicated. If the damage comes from the generated code (eSIM), the issuance of a new code will be managed; if it comes from the physical SIM card, the sending of an eSIM will be managed.
- If the problem cannot be resolved, a partial or total refund will be assessed, depending on the use.
- Once authorized, the refund may take between 10 and 15 business days to be processed.
No refund will be made in the following cases:
1. Service Activation.
2. Coverage and Quality of Service.
3. Customer Responsibility.
4. Service Activation and Validity.
5. Itinerary Changes or Cancellations.
6. Data Usage 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 solution by the company. Claims without the necessary validations will not be considered for monetary refunds or SIM replacements.