Refund Policy

1. Refund for service cancellation

If you decide not to use your eSIM, you can request a refund as long as it has not been installed, activated, or used.

TailSim offers a 100% refund when:

• The eSIM has not been installed
• The eSIM has not been activated
• No data from the plan has been consumed
• No more than 6 months have passed since the purchase

Once installed, activated, or used, a full refund for cancellation is no longer applicable.

2. Refund for incompatible or locked device

If your device is not compatible, you can request a full refund as long as the eSIM has not been installed and you can provide evidence of the problem.

TailSim will issue a 100% refund when:

• The QR code has not been scanned
• The eSIM has not been installed or used
• The user provides evidence of incompatibility (screenshots or technical information)
• No more than 6 months have passed since the purchase

3. Refund for wrong destination or region

If you purchased an eSIM for the wrong destination and have not yet installed or activated it, you can request a full refund.

A 100% refund will be issued if:

• The eSIM has not been installed
• The eSIM has not been activated
• No more than 6 months have passed since the purchase

4. Refunds for connectivity issues

If you experienced real connection problems during your trip and contacted us while you were at your destination, we can evaluate a partial or full refund based on usage.

When the service presents faults attributable to TailSim or the local operator of the destination country, a full refund may be issued depending on consumption.

The user must contact TailSim support during the trip via the website chat or email: [email protected]. Refunds cannot be processed for issues reported after the trip.

5. Refund for purchase error or duplicate order

If you made a duplicate purchase or there was a payment error, you can receive a full refund as long as the duplicate eSIM has not been used.

TailSim will issue a 100% refund when:

• The duplicate eSIM has not been installed
• The duplicate eSIM has not been activated
• The duplicate eSIM has not been used

6. Refund for technical error in eSIM delivery or generation

If a technical failure prevented you from receiving, installing, or activating your eSIM, you can request a refund within 6 months of the purchase.

TailSim may issue a refund when:

• The user could not install or activate the eSIM due to the failure
• It is verified that the QR code was not generated, sent, or received correctly
• No more than 6 months have passed since the purchase