At TSIM, we believe international connectivity should be stress-free. If our service doesn’t meet your expectations, we’ll make it right quickly, fairly, and without unnecessary hurdles.
Our refund policy is designed to be simple, transparent, and customer-friendly, while fully respecting UK, EU and other applicable local consumer protection laws.
Our Customer Promise
- Fair and flexible refunds
- Fast, human support
- No complicated procedures
- Clear explanations, always
If something isn’t right, just contact us. Our support team is empowered to resolve issues, often immediately.
Eligibility for Refunds
You may request a refund in the following cases:
✅ eSIM / SIM Not Used
- The eSIM has not been activated, or
- The physical SIM has not been used, inserted, or activated
✅ Service Issues
- Network issues that prevent reasonable usage
- Activation failures not resolved by our support team
- The service does not perform as described
- Compatibility issues despite following device requirements
If the issue cannot be resolved by our support team, a refund will normally be offered.
✅ Change of Plans
- Trip cancelled or postponed
- Purchased by mistake
- No longer needed
If you’re unsure, just ask our support team.
We Don’t Complicate
We do not:
- Ask you to prove fault with technical jargon
- Force you into long email chains
- Reject refunds over minor usage issues
- Ask you to return eSIMs, and in most cases, the physical SIM card
If your concern is genuine, we’ll handle it fairly.
EU & UK Consumer Rights (Legal Notice)
If you are a consumer located in the United Kingdom or European Union, you are entitled to statutory rights under applicable consumer protection laws, including:
- UK Consumer Rights Act 2015
- EU Consumer Rights Directive (2011/83/EU)
Nothing in this policy limits or replaces your legal rights.
Digital Services Exception
In accordance with EU and UK law:
- Once an eSIM or SIM service has been activated and used, the statutory right to withdraw may no longer apply.
- However, TSIM may still offer a goodwill refund or partial refund, depending on usage and circumstances.
Partial Refunds
In cases where:
- The service was partially used, or
- The plan worked for some time but failed later
We may offer a partial refund or account credit, depending on usage and circumstances. Our team will always explain this clearly.
How to Request a Refund
Contact our support team via:
- Refund form
- Website live chat
- Email: se******@**im.mobi
Please include:
- Order number
- Registered email address
- A brief description of the issue
No long forms. No red tape.
Abuse & Fair Usage
While we aim to be generous, refunds may be declined in rare cases involving:
- Repeated misuse of refund requests
- Fully consumed plans with no service issue
- Fraudulent or misleading claims
Refund Processing Time
- Approved refunds are processed within 5–7 business days
- Refunds are issued to the original payment method
- Banks or payment providers may take additional time to reflect the refund
Need Help? We’re Human.
If something doesn’t feel right, talk to us.
Our support team is empowered to resolve issues quickly, often without escalation.
Non-Refundable Items
- Shipping costs associated with returning a SIM card are non-refundable. However, in most cases, the SIM card does not need to be returned, based on the advice of our helpdesk.
- Any service or top-up charges incurred after activation are non-refundable.
Try TSIM with confidence.
Travel connected — risk-free.
Satisfaction Guaranteed. 🌍
This policy is intended to clearly explain refund expectations while allowing us to maintain a high standard of customer service.
Last updated: 13 January 2026
