Refund Policy

At TailSim we want you to buy with confidence. This policy explains how to request a refund, which cases are eligible, which are not, and how long the process takes.

When we process a refund, we deduct a 5% charge to cover the payment gateway's processing fee. Some specific cases may carry different fees or conditions, as detailed below.

To start a refund, email us at [email protected] with the following information

• Order number or email address used for the purchase.
• Reason for the refund (cancellation, incompatible device, connectivity issue, or other).
• Screenshots or support information, if applicable.

Our team will review your case and respond within a reasonable timeframe. Please don't delete the eSIM or change devices until the case is resolved, so we can verify what we need.

We process refunds in the following cases

Service cancellation

You bought a plan and decided not to use it before installing the eSIM. We process the refund once we confirm the eSIM wasn't installed.

Device not compatible with eSIM

Your device doesn't support eSIM (it doesn't have the feature), you bought the plan without knowing this, and you didn't install the eSIM. We'll need a screenshot or video showing the device message when attempting to install.

Connectivity issues caused by TailSim or the network operator

The eSIM was installed correctly but the service doesn't work at the destination for reasons attributable to TailSim or the network operator. We evaluate the case based on data used and may offer a partial or full refund.

We don't process refunds in the following cases

• Not being available for diagnostics with our technical support, or failing to report the issue in time.
• Phone locked by the original carrier (closed bands, SIM lock).
• Phone theft or loss.
• Signal dead zones (mountains, basements, remote areas).

This list matches the refund section of our Terms and Conditions.

Once the refund is approved, the money shows up in your original payment method according to MercadoPago's timelines and your bank or issuer's timelines. In general, this can take 5 to 10 business days, although exact times depend on the country and payment method.

Refunds are issued to the same payment method you used at checkout (card, bank transfer, or MercadoPago balance). We don't process refunds to different accounts or methods.

If you have questions about this policy or want to start a refund, email us at [email protected].